TalkTalk want me to pay

I_dunno

Hello all.
I have had very slow broadband (about 0.02mbps) for ages. After a lot of nagging to TalkTalk I have had various engineers inside and outside the house. The fault was eventually found to be something wrong between the exchange and the line, nowhere near my house.
My problem is that TT expect me to pay for their work. My main complaint is that they want me to pay for replacing the phone wire from the pole outside to my BT box. (This was presumably done by Openreach?) Replacing the wire did nothing for my internet speed, and was only done because an engineer said that the wire was about 50 years old and couldn't cope with internet useage. Surely I don't have to pay for this? TT want £150 for replacing the outside wire. I tried phoning the engineer billing queries line, but I couldn't really understand what the Indian chap was saying, and he got irritated with me, so that was a waste of time.

SouthUKMan

It is my understanding that all the wiring outside of your home to the point of the wiring inside the master socket inside your home is the responsibility of Openreach - and you should not be charged for any work carried out on this. Anything plugged into your master socket, and any phones, extensions etc inside your home are your responsibility.

Talk Talk won't carry out repairs - they simply pass the complaint to Openreach. Based on what you've said, I believe that Talk Talk are wrong to try and bill you.

Nilrem

As SouthUKMan says anything from the main phone socket inside your house is youre responsibility, anything from that outwards is BT's.

Talktalk shouldn't be asking you to pay for it as if one of either their engineers, or a BT engineer suggested it be replaced it's not something you've asked for, and is not your legal responsibility (as it's not "in the home").

I've heard of something like this happening an awful lot with talktalk for some reason (I'm sure there are reasonably regular threads on it here and on other forums), so I suspect it's going to be down to poor training on the part of their staff about who is responsible for what part of the phone network (someone is probably not making it clear in the training that the customer is only responsible for the wiring on the internal side of the master socket).

jbainbridge

I agree. Your responsibility ends at the master socket. From there onwards outside the house Openreach will fix it, your ISP pay for - not you.

debitcardmayhem

You should contact them via twitter/facebook worked for me and others. Their forum takes 48 hours more at a weekend

Crabman

TalkTalk tried this with my account. They refunded it when I put my case to them. If they don't refund you, make sure you make a formal complaint, get their final written response and then escalate it to the Ombudsman. Email them via concerns@talktalkplc.com

Of course, I'm sure this is simply an example of poorly trained staff making decisions that conveniently result in a financial benefit to TalkTalk.

TalkTalk

Hi I dunno,

I'm really sorry to read about the problems you've had, if you get in touch with us on Twitter (@TalkTalk) or post on our Online Community on our website, we'll take a look into this for you.

Thanks,

Becky

robin58

TalkTalk wrote: »

Hi I dunno,

I'm really sorry to read about the problems you've had, if you get in touch with us on Twitter (@TalkTalk) or post on our Online Community on our website, we'll take a look into this for you.

Thanks,

Becky

Why should you have to look into it.

Train your staff better.

firefox1956

robin58 wrote: »

Why should you have to look into it.

Train your staff better.

Agreed........why should we have to tweet / facebook & all the rest of the social media cr*p to get a result.

RumRat

The problem should never have arisen in the first place, as others have said.
Try a supplier with better communication skills for the next contract....Lesson learned and bye bye TalkTalk.

Crabman

TalkTalk wrote: »

Hi I dunno,

I'm really sorry to read about the problems you've had, if you get in touch with us on Twitter (@TalkTalk) or post on our Online Community on our website, we'll take a look into this for you.

Thanks,

Becky

Hi Becky

Thanks for your post. It is respectfully suggested that TalkTalk reviews all decisions made by this particular department. Any wrongful charges identified can be refunded to customers automatically and staff can be retrained if needed to try and avoid repetition.

I trust you agree that a review of your own staff members' actions is not unreasonable in the circumstances.