Talktalk sending an engineer unprompted- right to be cynical?

GunJack

macman wrote: »

TT don't have any 'engineers'. Any work on the local loop is done by BT Openreach.

Actually, they do (well, they contract a firm of "engineers"). They will send one out if you report broadband issues, mainly to check the symptoms and that it is/is not being caused by your internal wiring/setup. If the issues are external to your NTE5 (master socket, i.e. an actual line/exchange issue, they are the ones who report back into TT that they need to get Openreach out to look at it.

I do say engineers in inverted commas, as I know more about broadband than the joker they sent out to my line fault...I was having to explain it to him :mad:

As per t'other advice above, call TT yourself and see if they have booked the visit....if they can't confirm they have, be VERY suspicious....

Just a thought, are you on an LLU line?? (i.e. you have a TT line, not a BT line ?? If so, and they have concerns about their DSLAM/MSAN (the kit in the exchange) then they may be doing some random sample testing of their customers to see if it is isolated to one or two cards or the whole DSLAM.......

Inactive

The " engineer " could well turn out to be a salesman.

TalkTalk

Hi Polly,

As GunJack has correctly advised TT have recently implemented a process whereby we can send out engineers (Qube engineers) to check internal wiring and set-up in regards to speed and connection issues.

This occurs before matters are referred to BT Open Reach to reduce the risk of potential charging in the event he issue is caused by internal wiring.

If you have had an open fault ticket previously it may have been picked up as a potential for the Qube Process and this has initiated the contact. The Qube engineers role is purely technical and they will advise you in regards to set-up and remove any faulty wiring which may be causing trouble.

If you have any doubts in regards to the engineer booking if you register on the forum using the link above and post in the Speed and Web Browsing section we can check this for you and advise further.

Regards

Mark

Inactive

TalkTalk_Company_Representative wrote: »

This occurs before matters are referred to BT Open Reach to reduce the risk of potential charging in the event he issue is caused by internal wiring.

Does this mean that Talk Talk do not charge for this service then?

TalkTalk

Hi Inactive,

There is a set charge for the Qube engineer of 46.99 as these can be requested by customers not relating to an actual line fault investigation, but just to install an extension or check/change old sockets.

However as part of a fault investigation the cost of this may be covered by TalkTalk. This is discretionary on a case by case basis and would need to be discussed at the time of contact.

All engineer charges as applicable are always discussed and confirmed in advance of any visits being booked.

Regards

Mark