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I have just received my new bill and am feeling very upset as I seem to have been charged for an engineer visit when the fault was clearly with talktalk equipment, ie a faulty router.
After having had no service for over a week, then got visited by the BT engineer who couldn't find any fault and therefore suggested that it could be the router, even though the router was only a few days old, talktalk is now trying to charge me for this. After just having closed a complaint with regards as to the slow speed with which the problem was being looked at, I feel I am back to where I started. What can I do to have the charge taken off my bill? If it had been my equipment or fault, then fine, but this is so blatantly wrong, that I find it shocking that talktalk has to operate in such a way of trying to push charges past people.
Has anyone else had this problem? Thanks
Just had a look down some other posts with this problem- seems to be quite common.
Please would it be possible for the community team to look into this?
My details should be in my settings.The background is as follows:
I applied for a change to faster fibre. When the change over had been done, my internet connection went down and I couldn't receive any more incoming calls (but was able to make outgoing calls). I contacted TT several times, followed all the instructions I was given, but to no avail. Incoming calls and internet were still not working. Eventually TT suggested that an engineer needed to come and I was advised that if there was no fault on the line or with the TT equipment, then there would be a charge. The engineer attended and was not able to fix the problems as there was no fault on the line.He suggested that the router was faulty. I then contacted TT and a new router was sent. This resolved all the problems and I have been very pleased with my faster fibre connection ever since, especially as this stopped drop-outs that I had experienced before. Now I am being charged for something that TT has not been able to diagnose, ie a faulty router. Surely, this isn't right? Please can someone look into this and advise? I would like the charge to be taken off my bill.
I had an ongoing issue during which they sent out engineers 5 times - even after I kept insisting it would be a waste of time (and their money) - and guess what - they added the costs of 2 visits to my bill.
These charges were credited - but I wonder what systems they have in place to prevent unjustified charges being levied - because whatever they are the systems obviously don't work too well.
I only found out by accident , it was not on my statement but put through as a direct debit payment ? this is dating back to october last year Bt finally got my broadband working end of November , so why wait over two months to bill over some thing which was faulty ....