Thanks Paulina, I will let Zach look in to it but just to confirm.
''There should be no charge for a fault technician appointment unless:
The technician diagnoses the faults as not being caused by our network/equipment. **The fault was between your hub and app.
The technician discovers that the fault or problem relates to your equipment **I only have your equipment.
The technician discovers that the fault or problem relates to any system that we are not responsible for **It was your hub.
If there is a reason for a charge, the technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. He said nothing about a charge, tried to fix it, failed and left.
Hopefully you can wipe this from my account before my next bill is due.................