Talk Talk - what are my rights?

TalkTalk

Hi DVardysShadow,

Please see the later part of that quote that you have not highlighted "Engineer call out fees are only applied if the fault is with your equipment or internal wiring, or if the fault was caused by damage to the line rather than wear or tear." This could be inside or outside the property. For example if a spade was put through the line whilst gardening this would be seen as damage and the engineer call out would be chargeable.

Without looking into the account specifically it is impossible for me to comment on this case directly. As Sarah1980 has stated she is no longer a TalkTalk customer then she will not be able to register for the TalkTalk forums to allow me to investigate further hence my advise to write to the Customer Liason Manager. This will ensure that the issue is passed to the CEOs Office if they have not already dealt with the issue.

Cheers
Emma x

macman

Shame that the OP has no info on what the fault was. We know that it was external, but as Emma says, it could still have been user-inflicted. But would the engineer not have mentioned it if it was?
If the user is being asked to pay the repair charge is it unreasonable to ask TT to produce a copy of the OpenReach engineer's report, which will presumably detail the fault? Or are TT really so lazy that they simply accept an OR bill without any evidence, and recharge it automatically?

MrsTinks

It's a very quick job to check the ORs engineering report and although the codes on if it's billable or not will usually be entered by OR (if it is then the carrier looks at it and are supposed to see if it is billable to them or the end user) so unless OR made an error (not uncommon) then the fault should be either with the carriers equipment (so TT) or the customer.

Asking for the engineers report is entirely justified in my view

sarah1980

macman wrote: »

Shame that the OP has no info on what the fault was. We know that it was external, but as Emma says, it could still have been user-inflicted. But would the engineer not have mentioned it if it was?
If the user is being asked to pay the repair charge is it unreasonable to ask TT to produce a copy of the OpenReach engineer's report, which will presumably detail the fault? Or are TT really so lazy that they simply accept an OR bill without any evidence, and recharge it automatically?

I had not realised that this might be possible, is it worth a letter to TalkTalk CEO to try and obtain a copy of the report?

Thanks everyone

TalkTalk

Hi Sarah1980,

Please see post #9 relating to the escalation process. The Code of practice is on the TalkTalk website - you're looking for section 14.1.

Cheers
Emma x