TalkTalk Broadband BrightSparks Engineer Charges

pappy0n

TalkTalk have charged me for a visit from one of their BrightSparks engineer and I don't think it's fair. They've told me it is applicable and they can't refund it. Not sure how to proceed!

Here is my story. If anyone can help, fantastic, if not. Read this as a precautionary tale not to use TalkTalk!

In February I rang up TalkTalk to say that my internet often cut out and sometimes the connection was poor. They acknowledged there was a fault and even said they could tell it had cut out that day. They offered a visit from a BrightSparks Engineer but warned me that I would be charged if I did not attend the appointment (£30), if the fault was to be found to be related to my home, eg. the internal wiring, or if no fault was to be found (£65). At the time, I admitted that I was cautious about accepting these terms and conditions because I didn't know what the source of the fault was, but I was assured by the person on the other end that as the internet does work most of the time, it is unlikely to be related to my home settings. So I arranged an appointment for March 6.

On the day I waited 3 hours for the engineer but none showed up.

I phoned up the next day and I was told that the engineer was late, tried to call me but didn't have my number, so they offered me another appointment 5 days later.

This time they did turn up, the engineer admitted he couldn't tell what the source of the fault was but tried a few things, including replacing the micro filter and doing something to the router (I forget what). He told me to see if that worked and ring up if not.

This didn't work, my housemate told me today that it was still cutting out.

So, last week I got a bill for £95 on top of my usual charges. £30 for the missed appointment on March 6 (that they missed!!!!), £65 for the engineers service charge for March 12th.

I emailed a complaint (no response) and phoned, and was told that they would investigate and respond later.

I had a very stressful call today: the £30 charge for the missed appointment they will refund as it was applied in error. The £65 charge is still applicable because the fix included replacing the microfilter and making changes to the router. I pointed out that as these were provided by TalkTalk that they were liable but I was not able to get anywhere with them, they were insistent that I had to pay.

I told them I would make a complaint, which they welcomed.

According to their website, "Replacing any TalkTalk supplied equipment (Router, YouView box, Powerline Adapters, microfilters and any other cables provided by TalkTalk)" is not a chargeable action.

Plus, the engineer admitted that he did not know if it would work.

Plus, it didn't work.

But, I don't know what I can do, I feel totally powerless. They are able to take my money and there is nothing I can do about it, is there?

I would really appreciate your help if any of you are able to offer any.

Thanks!

molerat

http://help2.talktalk.co.uk/how-do-i-make-complaint

macman

All you had to do was retest from the BT test socket behind the master socket split faceplate. That will isolate all the internal wiring and extensions, so if the fault still remains, it is upstream of the master socket and so down to TT. Did TT not get you to do this simple test when you first reported the problem?
I have seen the work of a couple of Bright Sparks engineers and based on those experiences, they do not have a clue what they are doing.
Does the dropout occur when using ethernet or wi-fi? if the latter, then it's a wi-fi issue and not the responsibility of TT. If so, change the wireless channel.
Re the unjustified charge, forget phoning or emailing. Make a compaint in writing, headed 'complaint', and send it RD.