TalkTalk engineer charge

pvr

Hello,
I had non fibre broadband with TalkTalk for about 7 years and never had a problem with it. I was persuaded by TalkTalk to upgrade to fibre broadband. On the fibre broadband switch over day my internet stopped working. I phoned TalkTalk and they tried various things over phone but fibre internet was still not working. They said an engineer would have to come out to my property. When the engineer came he fixed the wiring coming from outside into the master socket. Where he did the fix was actually in the house. My understanding was that anything before the master socket was not my responsibility and I am not allowed to touch it. Are TalkTalk within their right to charge me?

iniltous

Was this engineer a Talk Talk employee or an Openreach engineer ( or contractor working on OR's behalf ) ?, if the problem occurred on the changeover day, it's odd that a fault that pre-existed and was before the master socket never affected your ADSL broadband just your fibre broadband, after the changeover done in the Fibre street cabinet
generally Openreach charge if the fault is proven on your own wiring or equipment, but they can charge if the fault is before the master socket ( but within the boundary of your property ) if they deem the fault caused by damage and not fair wear and tear, for example the drop wire from a telegraph pole to your home damaged by the branches of a tree on your property,

jaybeetoo

The engineer was a technician - they are NOT engineers.

From my experience BT Openreach try to charge if they can and then pass the charge on to the broadband retailer who pass it on to the customer. I had a charge from Openreach (via BT) for fixing a problem in the master socket for a fault I didn't have. I had to fight hard to get it refunded.

enfield_freddy

well as you service ceased (adsl) and a new service and contract started when the fibre was installed , the fibre did not work , so its upto BT to provide a line and talk talk to provide the internet , not your fault that it did,nt work .


neither company provided there services correctly


PS: did talk talk charge an installion fee of any sort or was it self install , ie: when they did the changeover did a BT engineer replace your master socket with a new one




EDIT: the engineer that came to do the repair , only it was,nt a repair , it was to finish the NEW repeat NEW install that the previous engineer had botched up


I repeat , your old contract had finished , and you signed a new contract , it is upto talk talk to organise a working line then they can provide a service,

pvr

I do not know whether the engineer that came was TalkTalk employee or Openreach employee.

The changeover from ADSL to fibre was self install by myself. The plan was on changeover date for me to unplug the old router and plug in the new fibre router. I did do this but the internet did not work.

I only had one engineer visit to fix the internet not working from the changeover date.

"it's odd that a fault that pre-existed and was before the master socket never affected your ADSL broadband just your fibre broadband"
yes I agree with this. Why did I never have a problem with ADSL? It seems strange for a problem to just suddenly appear on changeover day

enfield_freddy

well , remember that this is a NEW contract , and talk talk and BT are responsible for supplying and testing your line before supplying




when the engineer came did he (amongst other jobs) replace the ft panel on your master socket?


unless your house had fibre before (you) this would need doing ?


did they?

pvr

"when the engineer came did he (amongst other jobs) replace the ft panel on your master socket?"

On the master socket the cover on the top part was replaced with another cover with an openreach logo. I do not know what if anything he did to the master socket itself.

enfield_freddy

right , got it in one !


the cover now fitted has 2 outlets , one for your phone and one for your modem


your fibre will not work using a single socket , and a filter for your phone.


talk talk/bt have cocked up big stuff.


because of this you had no internet and talk talk had to call BT out (or there muppet)


they are keeping quiet and just trying to charge you instead of paying the bill

basically BT forgot , after wiring up the street cabinet , to call at your house and change the ft panel on your master socket to a fibre one



can you confirm a double socket?

pvr

"can you confirm a double socket?"
The number of sockets visible on the front is 1 just as before. And just as before I have the microfilter plugged into this socket. I have had a good look and the bottom part of the master socket cover has been replaced as well as the top part

enfield_freddy

right that's strange , as you don,t need a micro filter with a fibre line?


edit : is your phone actually plugged in there , or is it in an extension?


however , I stand by my statement that your contract had ceased and you were starting a new one , the line was,nt suitable but they did not inform you , and BT had to modify it to suit the new service , that's there problem , not yours.

pvr

"is your phone actually plugged in there , or is it in an extension?"
I have an extension lead plugged in the microfilter and the phone plugged into the extension lead. I also have my router plugged directly into the microfilter. I have exactly the same setup as I had with ADSL the only difference now is the new router.