Hi,
I would like to dispute a £75 charge in my latest bill that is itemized as "TalkTalk engineer - service fault [2]".
I had my connection dropping several times a day since early August. I made several connection tests, received the confirmation that something was wrong and that TalkTalk was looking into it, usually it would be working again for a while after all the testing.
Eventually it became impossible to have a stable connection for videocalls and streaming video so I finally contacted support on the chat. As they were unable to solve the issue remotely, they said we had to have an engineer visit to debug the issue.
The engineer came and after some testing, replaced the faceplate for a new one and commented that it looked like a poorly done wiring issue. This solved the issue, as we had a rock solid connection since.
I'm struggling to understand why I'm being charged if the fault was on the faceplate that was installed when I was provided with the service and the shoddy wiring was there from the last engineer visit.
What is the process to raise a complain about the charge?
Best regards,
Diego
