Engineer call out -charged despite fault outside my property

[paulieblackburn]

Hi

I've noticed an engineer call out charge for £75 despite the fault being outside of my property.

I was having intermittent loss of connection (light on hub changing to flashing orange most days before going back to white). Live chat confirmed a problem and sent bt engineer.

Engineer visited my house, and told me he terminated cables in manhole on pavement outside my house/boundary and also in cabinet at the end of the street. This seems to have resolved the issue and connection has been stable since.

Surprised to see charge on bill today, spoke to customer service who said issue is my fault (I'm responsible for the dark green fibre cab at the end of the street?)

Please could this be checked out, it doesn't seem right?

Thanks

Paul

[Arne-TalkTalk]

Hi paulieblackburn

I can see that the charge has been removed. 

Sorry for any inconvenience caused. 

[paulieblackburn]

No worries, thanks for letting me know

[Gliwmaeden2]

@paulieblackburn, another staff member who usually works this board will probably pick this up now - Debbie gave cover last week.

It'll just take a bit of time for them to pick up all the threads after being away.

[paulieblackburn]

Hi Debbie,

Could you provide an update please, or do you require more information?

Thanks

[paulieblackburn]

Thanks Debbie, I've done that.

[Debbie-TalkTalk]

HI Paul

I'm really sorry to hear this.

I'm just sending you a Private Message to confirm some details so we can take a look at this for you.

Thanks

Debbie