Hidden charges: How much telecoms providers in the UK are really charging for engineer visits

13th September 2023

Hidden charges: How much telecoms providers in the UK are really charging for engineer visits

Millions of customers may be unaware of additional fees
MILLIONS of broadband, home phone and TV customers may be unaware that their telecoms provider charges for engineer visits. Most firms will waive fees if the issue is a fault at their end, but customers could be charged up to £150 for engineer visits if the fault is known to have been caused by the customer.

Varied charges for call-outs
But the rate at which firms charge varies considerably. Some customers could expect a charge as little as £25, but others could be forced to fork out up to £150. These fees have been dubbed a "doorbell tax" by angry Brits.

Extra fees for missed appointments
In addition to engineer visit charges, telecoms providers also impose an extra fee if customers miss a booked appointment. The surcharges range from £25 to £110, depending on the provider.

Charges by telecoms firms
Here's a breakdown of how much the fees cost by telecoms company:

BT
If the problem is found to be within BT's own network, engineer visits are free. However, if the fault is with the customer's home wiring or equipment, they will be charged £85 per engineer visit. Missed engineer visits cost £65.

Plusnet
Similar to BT, Plusnet charges customers £65 per engineer visit if the fault is found to be a result of the customer themselves. Missed engineer visits also cost £65.

Sky
Customers with Sky+ or Sky+HD boxes are charged between £0 and £65 for a service call-out. All visits for Sky Q customers are free of charge. Missed engineer visits cost £25.

TalkTalk
For checks and fixes to phone, broadband, or TV services, TalkTalk charges a maximum of £75 per appointment. Missed engineer visits also cost £75.

Virgin Media
If the technician visit is the result of the customer's request, Virgin Media charges £25 per engineer visit. Missed engineer visits also cost £25.

Vodafone
Vodafone charges customers for all engineer call-outs, with costs ranging from £115 to £150. Missed engineer visits cost £110.

Automatic compensation scheme
If an engineer fails to turn up, many firms are signed up to an automatic compensation scheme set up by telecoms regulator Ofcom. BT, Plusnet, Sky, TalkTalk, Virgin Media, and Vodafone all belong to the scheme. Under the scheme, customers are entitled to compensation if an engineer does not turn up or cancels with less than 24 hours' notice. Compensation amounts range from £5.83 to £29.15, depending on the situation.