Service charge problem - what do I do?

PussInBoots_3

Hi there

Could someone please help me?

I am at my wits end and do not know where to turn.

I have my phone package with Talk Talk and my broadband service with Pipex. In August I had a problem with my broadband connection, when calling Pipex they asked if I had any 'crackles' on the line, which I did (very faint ones but I have always had them). They advised me to call Talk Talk and ask them to check the line. They checked for me and said they could not find a problem and then told me that they would send out an engineer to check my socket at home. I was not informed of any charges that may occur (and after having a similar problem several years back and not having to pay any charges, I assumed it would be the case this time round).

An engineer called and spend 5 mins with me and told me my line was fine. Several days later Pipex called me and told me that my broadband should be up and running (which it was) and that the problem was at the 'exchange'?

This week after checking my bank account, Talk Talk have taken their monthly payment, which includes £97.95 for an engineer appointment! Now I am not expecting violins here but I am a single mum, working part time, receiving tax credits and running on a very tight budget. I cannot afford to pay this money. I have a mortgage payment going through on Monday and now I don't have enough money to pay for it!

I have called Talk Talk and explained to them the situation, they told me they would fill out an engineer report form and that someone would call me within 48hrs. No one called, so I have called them back this morning and been told that the engineer report was viable and that I had to pay. After pleading with them and explaining the situation, they said they could not help me and that I have to pay.

I have now called Pipex and told them the situation, they told me that Talk Talk should not have charged me and that I should call them back.

Talk Talk did not once say that a charge would be involved for a call out, I haven't had any indication that I would be charged such a high amount and have it taken from my account with no notice whatsoever.

I am very stressed out and have been in tears as I cannot afford to go into arrears with my mortgage and have possible charges etc. I do not know where I stand or where to turn.

I have asked for help on the TT forum and have been told that the engineer identified that the issue lay with my equipment on the line and this was causing the noise I was experiencing. I've always had crackling on the line and it has never effected my broadband service, so I am being charged £97.95 for no reason, but Pipex instructed me to get the check. As the engineer said there wasn't a problem their end, does this mean the problem was with Pipex and they are hiding this fact??

Where do I stand, is there anywhere I can complain or get outside help for this matter.

Thanks for your time

Paula

macman

The engineer that TT sent out would have been from OpenReach-they maintain the phone network at the customer end. Noise on the line indicates some sort of fault that may be on the BT side, or may be on your side. If an engineer comes out and finds no fault on their side, then your ISP may be charged about £125 for the call out by OpenReach. They will then seek to recover it from you.
Before calling an engineer out, TT should have gone through a series of tests with you to establish whether the fault was on your side or BT's. If they didn't do this or warn you about the call out charge then you have valid grounds for complaint.

PussInBoots_3

Thanks for that macman, but where or who should I complain to? Pipex and Talk Talk are both avoiding the situation.

macman

TT are your line provider, they called out OR, it's nothing to do with your ISP.
If there is noise on the line then it's a fault that needed sorting.

DVardysShadow

PussInBoots wrote: »

... Talk Talk did not once say that a charge would be involved for a call out, I haven't had any indication that I would be charged such a high amount and have it taken from my account with no notice whatsoever.

That is the beginning and the end of it. Talk talk have no right to charge and a duty to put your line right.

I am very stressed out and have been in tears as I cannot afford to go into arrears with my mortgage and have possible charges etc. I do not know where I stand or where to turn.

Claim the money back from your bank under the Direct Debit guarantee.

I have asked for help on the TT forum and have been told that the engineer identified that the issue lay with my equipment on the line and this was causing the noise I was experiencing. I've always had crackling on the line and it has never effected my broadband service, so I am being charged £97.95 for no reason, but Pipex instructed me to get the check. As the engineer said there wasn't a problem their end, does this mean the problem was with Pipex and they are hiding this fact??

There is no technical problem caused by Pipex AIUI. Although they may be using you in some way here

Where do I stand, is there anywhere I can complain or get outside help for this matter.

Thanks for your time

Paula

Take the money back via the DD guarantee. Write to Talk talk and tell them you have done this and that you wish to invoke their complaints process if they want to reinstate the charge.