High-open fault...apparently!

macman

This is at complete cross-purposes then. He wasn't an OR engineer, he was the dreaded Qube!
I thought you requested an OR engineer to fix a line fault?
Qube is a chargeable service for work on the customer's side.

wilkies5

macman wrote: »

This is at complete cross-purposes then. He wasn't an OR engineer, he was the dreaded Qube!
I thought you requested an OR engineer to fix a line fault?
Qube is a chargeable service for work on the customer's side.

I wouldn't have known what type of engineer they were sending!! TalkTalk Tech dept told me, from my description of the fault, that this was the fault they were booking an engineer to sort out.

As a customer I wouldn't have known WHAT type of engineer they would send.

:eek: I would like ADY, the TalkTalk rep to respond to all this please!!

macman

Qube is always a chargeable service, simply a 3rd party agency doing home IT support, contracted by TT, who get a cut. TT should have made that absolutely clear to you when it was booked.
The descriptions you have given on here all indicate a line fault. Qube are not phone enginers and cannot work on any BT-owned equipment.
So, the real point is-has the fault been resolved? If not, you need to refuse the Qube charge on your next bill, and insist that TT send out an engineer from OR.

spike7451

wilkies5 wrote: »

He wore ID badge stating he was a 'cube' engineer covering TalkTalk, Aol, Pipex etc.

He gave me the impression he was more of an internet chap, than phones!

What would you do now, if you were in my position?
His quote of 'about £50' was witnessed by another member of my household, so should I complain?

I'd refuse the charge & insist that they send out a BT Openreach engineer as they have access to equipment the Qube engineer doesn't have.In my opinion,this engineer is not qualified to diagnose or fix a fault on a telecomm system.
Qube are not over here in NI so I can't say Ive came across them,but I take it these are they;
http://qubegb.com/engineering.htm
Basically it sounds to me like the Qube guy has done the same stuff the you did & they're charging you £50 for the 'privilege'. (And in most cases,these guy's knowledge is limited to what they learn on the company induction & training course.

Heinz

wilkies5 wrote: »

I wouldn't have known what type of engineer they were sending!! TalkTalk Tech dept told me, from my description of the fault, that this was the fault they were booking an engineer to sort out.

As a customer I wouldn't have known WHAT type of engineer they would send.

:eek: I would like ADY, the TalkTalk rep to respond to all this please!!

You'll be lucky. They NEVER respond on this forum.

david39

If you want a response from TalkTalk, go to their web site, log into your account and post the details on their own web forum.

That way, you will not only get a response from them but you might also find responses from other TT customers who have experienced the same problems.

You could also search their forum for people who have posted with the same problem and got a resolution to it. I'm sure your case is far from unique.

Mark_In_Hampshire

Talk Talk were the ones who thought you had the HR-DIS fault (how many customers know enough about the telephone network to be able to reach a conclusion that it's a line fault and know the right name for it, eh?).

Repairing that requires an Openreach (line) engineer.

The 6.5Mbps is not the fault. Actually, that's almost exactly the average for an up to 20Mbps ADSL2+ service.

A Qube engineer will be powerless to do or accomplish anything except confirm that, perhaps, there's an HR-DIS fault. But then, that was suspected already. On arrival it doesn't actually appear that the "brief" or "remit" was clear to them and instead a standard sequence of tests was performed which you'd already done.

So the sum of precisely nothing has been achieved and the Qube engineer should not be chargeable because he or she should not have been sent to investigate this in the first place. To compound all of this, the Qube engineer is always chargeable, it's the Openreach engineer where the bit about "inside your house" and the master socket applies, and that's what you were told. Basically the wrong engineer was "ordered".

So back to square one - you need to dispute the Qube engineer charge and throw the ball back to Talk Talk to resume from the original fault report and tests you did (now backed up by that Qube engineer) and this time have Talk Talk send the right person.

macman

I'm sure the TT rep on here has stated that if the customer is offered a Qube engineer, it's necessary for them to verbally accept a charge for this service before the engineer can be booked?
It would help though if the OP can confirm that the fault has not been cleared (though I don't see how it can be, since all Qube apparently did was to reinstall from the CD-why else would they want the username and password)?
Why was the engineer allowed to leave without retesting for the original fault (broadband interrupted when phone in use)?

spike7451

macman wrote: »

I'm sure the TT rep on here has stated that if the customer is offered a Qube engineer, it's necessary for them to verbally accept a charge for this service before the engineer can be booked?
It would help though if the OP can confirm that the fault has not been cleared (though I don't see how it can be, since all Qube apparently did was to reinstall from the CD-why else would they want the username and password)?
Why was the engineer allowed to leave without retesting for the original fault (broadband interrupted when phone in use)?

He probably wouldn't know how to!:p

gordon2

Is the fault fixed?

If not then refuse to pay the bill.