talktalk line rental

elfy

can talktalk charge you for an engineer when you report a line fault. They are trying to charge me but the fault was on the line and not my equipment ,thanks Elfy

Heinz

They shouldn't ...... but we're talking about Talk Talk here.

macman

If by 'line' you mean your internal wiring, then yes they can..But anything upstream of the master socket is theirs (or BT's) responsibiltiy, unless the fault was as a result of your action (e.g. if you damaged the cable).

TalkTalk

Hi elfy,

Time related charges can only be applied if the Openreach engineer that attended reported that the fault was with your internal wiring or equipment. They are not applied to accounts where the fault has been fixed at the exchange or with any wiring upto and including the master socket provided the damage was not caused by yourself. As Macman says if the line was accidentally or maliciously damaged then charges would be applied.

What work did the engineer complete when they came to rectify the fault?

Cheers
Emma x

elfy

Cheers for the info Emma. The engineer replaced the master socket and some external wiring all he said was that it was time for a new one we were told the fault originated in the exchange then we had a call from openreach saying they were sending an engineer ,in my opinion we didnt damage anything and never asked for wires and socket to be replaced.

macman

Unless the master socket was damaged by you then that should surely be down to Openreach.

TalkTalk

Hi Elfy,

Replacement of the master socket is usually chargeable work. Was the service tested prior to the master socket being replaced? I could really do with taking a look into the engineers report on this to see why the socket was changed. Is it possible for you to register and post at https://www.talktalkmembers.com/forums so we can complete data protection securely to allow us to look further into the issue for you?

Cheers
Emma x

macman

TalkTalk_Company_Representative wrote: »

Hi Elfy,

Replacement of the master socket is usually chargeable work. Was the service tested prior to the master socket being replaced? I could really do with taking a look into the engineers report on this to see why the socket was changed. Is it possible for you to register and post at www.talktalkmembers.com/forums so we can complete data protection securely to allow us to look further into the issue for you?

Cheers
Emma x

That completely contradicts your earlier post, which says it would only be chargeable if user damaged.
If the OP ran her hoover into it and smashed it, fair enough. If a wire fell out or it died of old age, then that must be OR's problem.

Heinz

TalkTalk_Company_Representative wrote: »

Time related charges can only be applied if the Openreach engineer that attended reported that the fault was with your internal wiring or equipment. They are not applied to accounts where the fault has been fixed at the exchange or with any wiring upto and including the master socket provided the damage was not caused by yourself. As Macman says if the line was accidentally or maliciously damaged then charges would be applied.

Yes, I noted the "upto and including the master socket" part too.

spike7451

macman wrote: »

That completely contradicts your earlier post, which says it would only be chargeable if user damaged.
If the OP ran her hoover into it and smashed it, fair enough. If a wire fell out or it died of old age, then that must be OR's problem.

Yup,
Everything UP to & Including the NTE5 Master socket is BT's property,the only bit that the EU (or customer) can interfear with is the faceplate.
So the BT engineer in all likelyhood unscrewed the faceplate,replaced the main box & re-attatched the original faceplate if that was'nt faulty. (and I've came across that myself)
Nice little earner for BT eh?Charged for undoint 2 screws in effect!

Debi25

My Aunt just got broadband in from talktalk which wasn't working. After finally getting through all the usual line checks he told me to unscrew the faceplate of the master socket and plug the line into the internal one which fixed the problem and indeed I could see disconnected wires inside the socket. When asking how they would then fix or replace the socket I was told to contact BT and they would send an engineer out. Of course when I did so BT told me that talktalk had the authority to fix it and to contact them!
My question is, if talktalk do replace it will they charge her as after all it's a really old socket and not her fault it's not working.