You're correct that the company shouldn't be treating this as a chargeable "non-fault call out". I've marked this for the forum staff to pick up and advise, I'm sure they can get this resolved for you.
As a matter of record, the non-fault call out charge has recently been reduced to £25, and it only applies where the customer requests a change (eg to move a hub or re-route the cabling), or certain instances of equipment loss or damage. Even where call outs are chargeable, customers have to be advised beforehand and agree to the charge.