Talktalk engineer call-out charge

ixat

I know this is a regular (one of many) gripe with Talktalk.
You phone the 'help'line, eventually get through and it seems the person on the other end is trying to pxxx you off so you hang up. Call drags on - with no positive result. After a few of these they agree to send an engineer saying if the fault is yours, the customer, there may be a £50 charge.
My connection was dropping several times a day for months. As told to do by the helline I changed all cables & filters, eliminated extension leads etc I used hardwire not wifi, 1 PC not 3, disconnected landline & freesat box, plugged line into test socket etc etc. Unfortunately the 'help'line NEVER suggested trying a different modem....I got 2 Netgears that I've never got round to chucking out
Engineer came and said the DLink modem SUPPLIED BY TT was #### & unreliable; he replaced it with a Huaweii & ..... problem solved.
TT say now he found no fault so I must pay £50 charge;
I'm going to fight it - anyone know my chances of winning & how best to go about it.
I know Talktalk are bad for service etc etc but they are cheap. I don't need the months of hassle I've had and want to terminate the contract early becuase of sub-standard service/breach of contract. Do I have a chance of winning

:mad:

jb66

they sent you a new modem to try and you never tried it?

Gordon_Hose

If the issue is in your home it's your fault unfortunately.

Openreach are only responsible for everything between the equipment and your socket.

If you complain enough they may waive the fee as goodwill.

bod1467

This was a Brightsparks/Qube engineer, not BT OR. (£130 fee for a BT engineer). Also, I don't read that TT sent a new router - the engineer had one with him. OP is saying that if TT had suggested the router might be faulty he could have tried one of his own and avoided the engineer visit entirely.

But you're right - complain enough and they'll likely refund it.

OP - are you still in your initial contract term (for which the router was provided)? If yes then they should refund anyway as the the router will not have been of satisfactory quality (if it didn't last the term of the contract). Once that initial contract term is complete though then the router is yours and becomes your responsibility.

Gordon_Hose

Not sure Brightsparks would have been allowed to do any fault testing/rectification between the exchange, cabinet and master socket.

macman

They can't do anything that the user cannot do themselves (with a bit of help from this board).

jb66

If its talktalks router at fault then its talktalks responsability

custardy

he swapped the equipment
fault solved
sounds like an issue was found to me

bod1467

Gordon_Hose wrote: »

Not sure Brightsparks would have been allowed to do any fault testing/rectification between the exchange, cabinet and master socket.

They're not - and they didn't. They tested within the property (at the test socket I guess), found the router was dodgy and replaced it.

My previous post is still correct.

Gordon_Hose

Yeah, fair one!

macman

jb66 wrote: »

If its talktalks router at fault then its talktalks responsability

No so. The router is a freebie. Servicing it does not form part of the broadband contract (though an ISP will usually replace a faulty one FOC if leaned upon). But it remans a self-install, just like the original one.
Therefore a call-out charge is justified under the T&C's.