Talk Talk Engineer Cost

cozzabelle

Hi there,

We were suffering from slow fibre broadband (we have the medium speed) and to be honest we've not noticed much of an improvement in speed from the normal broadband to the fibre broadband.
I spent a long time on the phone to a technical team member who detected that the speed was slightly down however he couldn't fix it. He suggested that we could get an engineer out. I said yes believing that we had a problem with the speed, at the time he explained the possible costs but believing we had a problem and that they would find something, I said yes.
The engineer came out and guess what - no fault with the broadband. So we got charged £65 because there was no fault.....although there originally was an issue otherwise I wouldn't have said yes to the engineer......
Spoke at length today to talktalk who will not refund me because there was no fault. I super frustrated by this and feel like we've been penalised twice.....there was an original problem with the broadband, magically its got better and we've been slapped with call out charge. Their customer service is truly terrible - I got passed round to 4 people today for them all to repeat the same thing and the phonecall was over an hour!
I would love to leave TalkTalk but its going to cost us £300 to get out of the contract which ends in November next year.

Has anyone else had experience with this and managed to get their money back or am I reall in the wrong?
Thanks in advance.

LazyTyper

Raise a formal written complaint with TalkTalk. You might get somewhere that way.

JJ_Egan

How are you measuring your speed .
By ethernet cable connected to the master socket for true speed gives thye input to the premises .
The BT OR guy will have measured the output at that point from their on its your wiring or wifi that would be the fault .

alderpoint

What was your speed with you "old" broadband?
What is your speed with the "fibre" broadband?

Futuristic

LazyTyper wrote: »

Raise a formal written complaint with TalkTalk. You might get somewhere that way.

I don't think so, they charged me cancellation fee even though I left and told them I was leaving when they increased my prices. A month later they passed the invoice to some random debt collection agency and was told they'll reverse it and no compensation.

macman

If you were billed 'only' £65 then this was not a BT OR engineer but a 'Bright Sparks' (sic) guy.
http://help2.talktalk.co.uk/about-brightsparks-engineers-0
OR charge a minimum £130. BS would have been unable to test or fix anything at all with the actual line itself. At most they might have changed your wi-fi channel (though the two I've encountered couldn't even manage that).
However you agreed to the call out and no fault was found, so I don't think you've really got any grounds to dispute the charge.
Bright Sparks are not telephone engineers in any shape or form.

cozzabelle

Aaah ok - thank you for your responses. I had a feeling that I might not get anywhere with getting my money back. I am going to have a proper look at Martins advice on getting out of my contract with TalkTalk post data breach.

alienuk

Same poor experience with Talktalk...I am keen to get rid of them but have to shell out 300£ to break the contract.. Appreciated any direction to break the contract without puncturing my wallet

JJ_Egan

Your other post says you are moving address on the 15th of November .
Presumably then you do not wish to transfer your TT sevice and TT are asking as is normal for you to pay the balance of your contract .

TalkTalk

HI Cozzabelle,

If you want to discute the engineer fee we can look into this for you. HOwever if no fault was found and the service worked after the visit, the charge would be valid.

Please either tweet us @TalkTalkCare, or alternatively post on the TalkTalk Community with the details of your issue and we can investigate.

Cheers

Mark
Social Customer Care Team
TalkTalk