If you've ever asked for an IT support quote and seen a "call-out fee" listed alongside an hourly rate, you might have wondered what that actually covers — and whether you're being charged twice for the same thing. Here's a plain explanation.
What a call-out fee covers
A call-out fee is a fixed charge for the visit itself — it covers the engineer's travel time and attendance at your premises. It applies regardless of how long the job takes or whether the issue is resolved within the first few minutes. Think of it as the cost of having someone show up.
It exists for a practical reason: an IT engineer travelling across London to fix a problem is spending time and incurring costs before they've even started work. The call-out fee accounts for that.
How it differs from the hourly rate
The hourly rate is what you pay for the time spent on the actual work — diagnosing the issue, carrying out repairs, configuring settings, and so on. The call-out fee is separate and applies on top of the hourly rate.
For example: if an engineer visits to resolve a Wi-Fi issue and spends two hours on it, the total cost is the call-out fee plus two hours at the hourly rate — not just two hours.
Does remote support have a call-out fee?
No. Remote support — where an engineer connects to your device over the internet — does not involve travel, so there is no call-out fee. You are only charged for the time spent on the issue. This is why remote support often appears cheaper per incident, even if the hourly rate is similar.
London PC Fix rates
Business rates (ex VAT)
Residential rates (inc VAT)
Is a call-out fee worth it?
For a one-off issue, ad-hoc support with a call-out fee is usually the right approach. But if your business regularly needs on-site help, the call-out fees add up. A managed IT support plan removes per-visit charges in favour of a fixed monthly cost — which often works out better value for businesses that need regular support.
What to ask before booking
Before agreeing to an on-site visit, it's worth confirming: what the call-out fee covers, whether it's included in the first hour's rate or charged separately, and what happens if the problem can't be resolved. A reputable IT support provider will give you a clear answer on all three.
Common questions
Is the call-out fee charged on top of the hourly rate?
Yes. The call-out fee covers travel and the first visit. The hourly rate applies to the time spent on the work itself. At London PC Fix, the call-out fee is £65 and includes travel to your site. The hourly rate for business on-site support is £85/hr + VAT.
Do you charge a call-out fee for remote IT support?
No. Remote support does not have a call-out fee. You are only charged for the time spent resolving the issue.
Is the call-out fee refunded if the issue isn't fixed?
For residential customers, London PC Fix operates a no fix, no fee policy for on-site work — if we cannot resolve the issue, you do not pay a labour fee. The call-out fee may still apply to cover the visit. For business customers, the call-out fee covers the attendance and travel.
Is the call-out fee the same for home users and businesses?
At London PC Fix, the call-out fee is the same for both: £65. Residential rates are quoted inclusive of VAT, while business rates are quoted exclusive of VAT.
Want a clear idea of what support costs?
Book a call and we'll talk through your situation, the likely scope of work, and what it will cost before anything starts.