Charge for engineer's visit

My phone and internet were off altogether in February. I have been charged for the engineer visit.  I live in a flat and the problem was caused by builders working one of the other flats in my building.  Why is this my repsonsibility? 

Here is the explanation.
http://bt.custhelp.com/app/answers/detail/a_id/12439/c/
Normally Openreach would raise a charge against the builders, as it was 3rd party damage.
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Similar Messages

  • Charged for engineer callout - Master socket

    About a month or so ago I was having a problem with the phone line where the broadband was working fine but the phone line kept making a crackly noise...which got louder and more frequent until eventually after a few days you just couldn't hear anything on the phone so it became impossible to take a phone call.
    We tried disconnecting everything else from the master socket and couldn't figure out what the problem was so gave customer support a call who ran through every check they could and couldn't find anything wrong. Customer service suggested there may be something wrong with the equipment within the premises and that if there was an engineer sent out and they found the problem to be with our equipment then we would be liable for it and be charged for the callout. I was happy to have an engineer visit because i was sure that it wasn't anything that we had plugged in.
    So the engineer turns up and straight away determines that the master socket is at fault so I asked him if we would be charged for it and he assured me we wouldn't...after all its not our equipment.
    I've just now gone to check my account and I'm absolutely shocked to stumble upon a £129.99 charge for an engineer and i simply dont understand why I can be charged for equipment that BT/Openreach has installed..its not my equipment...how can it be may fault...we havent damaged it and we have no damp etc!!!!
    Does anyone have any advice on how to deal with this....has this happened to anyone else?
    Thanks!
    Athique

    Hi Athiqueahmed,
    Thanks for the post and welcome to the forum.  I appreciate this charge was certainly a nasty shock.  I would be happy to look into why you have been charged for this visit.  I will be able to view the engineers report and we can take it from there.
    Can you please drop me an email?  Click on my username (SeanD) and you will find my contact link under the 'About me' section of my profile.  Once I have your details I can find out what is going on.
    Cheers
    Sean
    BTCare Community Manager
    If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
    We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

  • Unfair engineer charge - charged for engineer atte...

    Hello,
    Wondering if anyone knows how I can get an unfair engineer charge properly looked into - I've had a call back from BT about it but the person I spoke to really didn't seem to have a good understanding of the issue.
    For many months, I experienced frequent (but unpredictable) loss of broadband sync, and reported it to my provider, Plusnet, who could see the connection dropouts from their end, and sent an Openreach engineer (Engineer #1).  He couldn't find the cause of the problem.  
    Plusnet then told me to report the problem directly to BT, which I did, and made it clear that it was a broadband fault.
    BT sent an engineer (Engineer #2) who told me he couldn't properly diagnose the problem.  Although he was a broadband engineer, he didn't have the necessary information to diagnose the problem because it hadn't been entered as an SFI job.  He ran some tests, which completed successfully (above the threshold for a pass), but he said there was room for improvement and replaced an old junction box between the door and the master socket, which improved the test scores (92% to 99% - something like that).  Since the problem was an intermittent broadband problem, we couldn't confirm whether the problem was resolved.  It is this visit that I am being charged for.  
    I monitored the connection over the next week, and it continued to drop.  I reported the fault again to BT and added that I was suspicious that the problem might be weather-relatedr, and they sent another engineer (Engineer #3).  This engineer could not find any problem that could be causing the drop outs.  However, they had once again failed to set this up as an SFI visit, despite me specifically asking them to, so the engineer didn't have the information necessary to diagnose the fault.
    I reported the problem to Plusnet again and asked them to set up the SFI visit via BT Openreach since my efforts were getting nowhere.  They could see the connection dropouts continuing, and set up an SFI visit.  The OR engineer missed the appointment but eventually I got a visit from Engineer #4 who fixed the fault.  He found a problem at the telegraph pole (none of the previous engineers had bothered to look there) where the junction box had been left open and there was water ingress - he also changed the 'blue beans' connections there.  He also redid my internal wiring, as he wanted to take the internal wiring out of the equation in case the problem continued.
    BT have charged me for Engineer #2, even though it didn't fix the problem.  They are saying there is 'no proof' that the problem wasn't fixed, since Engineer #3 couldn't find a problem.  I think this is totally ridiculous - Engineer #3 couldn't find what was causing the problem, which is quite different from there not being a problem.  Further, Engineer #3 was not even on an SFI visit, due to BT logging the job incorrectly, so he didn't have much chance of finding the problem anyway.  The fact that Engineer #4 fixed the problem would surely prove that there WAS a problem, but BT will not acknowledge this visit, since it was an OR engineer sent by Plusnet.  I've got the engineer's report on my Plusnet ticket, and graphs of the connection dropouts, but would BT accept this as 'evidence'?
    I am at my wits' end with this - this problem went on for months, and required time off work for FOUR engineer visits plus a missed appointment.  I can't believe they are trying to charge me 130 pounds for spurious reasons.  In a fair world they would be compensating ME for months of inconvenience.
    Do I need to take this to the Ombudsman to get a fair hearing?
    Thanks for reading.

    this may help explain especially as you had an old jubction box replaced  http://bt.custhelp.com/app/answers/detail/a_id/124​39/c/
    If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
    If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

  • Why was I charged for Engineer Home Improvement Se...

    My latest phone bill includes £129.99 for "Engineer Home Improvement Service charge".
    This is puzzling. At the end of last year my broadband service was a disaster. Constantly dropping and all over the place.
    Thanks to the excellent support I received elsewhere in this forum, an "engineer" called and fixed it.
    The problem was not on my premises, but in an external cable that BT had installed many years ago. The engineer disconnected that connection at the BT junction box entering my house and the line suddenly improved.
    I was told that external lines issues were down to BT.
    The engineer replaced the somewhat corroded junction box and the first phone socket into the house. I asked for neither of these changes. It was the engineer's idea. At no time did he suggest that there would be a charge for this work. Had he done so, I might well have declined the offer, certainly at that price.
    Is there an explanation for this charge? How do I query it?

    Hi michaelkenward,
    We can investigate the charge for you and review the engineers report to find out why they have raised this as a chargeable visit. Please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details. You can find the link by clicking on my username.
    Thanks
    Neil
    BTCare Community Mod
    If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
    We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
    If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

  • Charged for engineers visit

    In November the line was virtually unusable and the bb kept dropping. Went through the usual procedures,and an engineers visit was arranged. On the day of the visit,the engineer climbed up a pole at the bottom of the garden and an hour later we had a decent phone line again. The engineer never came on or in my property. We have now been charged £129.99 for this despite being told by BT that if the engineer doesn't come inside the house 'you can't be charged'. Clearly the problem was with BT's equipment and not our socket/phone etc. The wife has just phoned BT to complain and is being fobbed off with a load of old waffle. To make matters worse,the phone is now all crackly again and the bb keeps dropping,and we have an engineer booked for Monday. I shall have to cancel this and put up with all these problems as I am not prepared to be ripped off again. Can someone verify that if an engineer doesn't come into/onto your property,that you cannot be charged for it. Thanks.

    Although this is quite an old thread, I feel I have to post regarding this. I have had a new install recently, and the infinty 76Mb is giving me 20Mb or there abouts anytime I test it. After a flurry of retests by CS these said they will send out an engineer. In the confirmation text its states:
    "Remember it's £129.99 if the problem's with your set up or equipment or if we improve your home wiring or setup to resolve the problem"...
    What a complete cheek!! If thats the case, how about: If the engineer finds the fault is down to BT, then the customer charges BT £150.00 for having to taking a day off of work in order that BT fix thier OWN issue. AND they get full reimbursement for the service they are paying for but are not GETTING.
    Fair enough if theyre wasting thier time on someone who hasnt updated drivers, sure take a fee - as business is business. But dont come out with that **bleep** unless it works both ways. If the customers takes up your time, charge a fee, but why are you not compensating the customer for a loss of wage when the fault is with BT? Double standard aka GREED.
    Sick of rip of companies.

  • Charged £130 for Engineer

    Hi there, my issue is as follows
    a)     Oct 2009 – took out 18month contract with BT for Full Package (Vision, Phone, BB) including the homehub
    b)     Feb 2011 – moved house, told house would require an engineer visit to set up at this house as it didn’t have an active line
    c)     Told I could unplug my Homehub, plug it in, and it would work
    d)     Entered into an 18month extension to waiver the so called 'required' £130 engineer charge (as opposed to 12 month and £130 charge)
    e)     Told day before engineer arrived by Text, that no longer required to ensure everything was working! (duped into an additional 6 months it seems)
    f)      Phone did not dial out. Kept getting a BT lady saying Im sorry you cannot make outbound calls from this number. I did have a dial tone, bb worked and I could also receive calls... so the homehub was working, but not completely
    g)     Raised a fault with BT
    h)     Instructed how to check the phone – power off/on ensure things are connected into the homehub etc. Told likely something their end, they will look into the matter
    i)      BT later said fault fixed – it wasn’t
    j)      Raised fault – told was fixed – wasn’t so raised again – FOUR TIMES this happened
    k)     Told I required a BT engineer – no mention of any cost whatsoever (no way would I have agreed to it if this was the case)
    l)      Engineer came out for 5minutes – didn’t fix the fault. The line was working but the BT homehub wasnt
    m)    I again rang BT fault services, eventually someone guided me to fix the problem ‘Reset to default settings’ on the homehub. Advice not given on the 5x I raised the fault, and advise not given when I extended my contract being told I simply had to unplug and plug my homehub into the BT phoneline for it to work - not true
    n)     I got the £130 charge in this upcoming bill
    o)     Rang customer services today, Told by a Customer Services manager – Charges would stand – reason being when I said I ‘checked’ the equipment – I hadn’t done so correctly – despite me following the guidelines of the technical team over the phone each time I re-raised the fault
    I am so annoyed with this charge – my time with BT has been nothing but a shamble, and most annoying was I entered into an 18 month contract so it would all be set up and working at my new house with no additional cost – I was told an engineer would come as required, to later be told they “were not required”.
    I am then charged £130 when I am told they now ARE required to visit to start using my BT phone on a BT line – and not told of any costs…. something if I was told – I would not have accepted – I don’t make outgoing calls as it is.
    Really hoping you can help and look into this, I feel sick to the bone with this charge - this is £130 I don’t have to spend - times are hard enough in this climate without being unjustly charged for £130. The rude BT customer service man was having none of it – in as many ways calling me a liar, without saying the word.
    I told him to go and listen to my phonecalls and see anywhere where I was told about a charges - he said he 'might' but would send out a letter saying this is his final stance on the matter.
    I would appreciate any help on the matter.
    Adam

    try the mods on here.
    The contact for the MODS is http://bt.custhelp.com/app/contact_email/c/4951 (Allow 72 hours for a response)
    Check your exchange or major service outagesIf someone has given a helpful answer, please click on their Ratings star on the left-hand side. ***

  • MODS....Help please - I'm being charged for a visi...

    Could one of the mods help me please....
    In July I reported an intermittent noisy line which was causing problems with my broadband disconnecting.
    (discussed this thread: http://community.bt.com/t5/BB-in-Home/Gremlins/m-p/55529#M34771)
    An engineer called and couldn't find the fault.
    I persevered with the fault until October when the noise became almost continuous. Another engineer called and this time, fortunately, the noise was occurring during his visit. He diagnosed a problem in the junction box at the end of the road, put me on a different pair and the problem went away - no more noise, no more broadband disconnections and a reliable connection.
    Now, on my latest bill, I have been charged £127.00 for the first engineer's visit, the one in July.
    I spoke to BT accounts and they insist that because I reported the first fault as 'a noisy line' and the second fault as 'a broadband fault' the two are not related, and I have to pay for the first visit as 'no fault was found'.
    I tried to explain that the fault all along has been the noisy line and it was only when this was fixed that the broadband problem was resolved but they are adamant.
    Please, could one of the mods respond..... I can't afford this extra charge.
    Solved!
    Go to Solution.

    Hi selectortone,
    I'll be happy to have a look into this and see what the story is.
    Could you drop me in an email please with your BT account and telephone number along with a link back to this thread.
    Just send to the email address in my profile and mark FAO Craig please.
    Thx
    Craig
    BTCare Community Mod
    If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
    We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
    td-p/30">Ratings star on the left-hand side of the post.
    If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

  • Engineer call out charges for disabled customers

    Hi there,
    I read somewhere online that if a bt customer who is registered disabled had any problems with there line & an engineer had to be called out to investigate, the customer wouldn't be charged for the call out or for any work that needed doing, is that true or is the information I read all wrong?
    I'm enquiring on behalf of my father who is blind & registered disabled.

    Hi Craig,
    well yes there was a problem with my fathers line, I look after him so live in the house & the broadband has been having lots of problems, also crackling on the line etc.
    Anyway to cut a long story short, the isp sent out an engineer today to try and find the problem, it turned out the bt cabling on the outside of the house was 20+ years old and was in such a state it needed replacing, also the master socket was also very old & that was replaced as well.
    Now I know my father wont be billed for the callout charge for the engineer as the isp is covering that & they told me there would be no callout charge when they called me to arrange the engineer visit but the cost of changing the cabling & fitting a new master socket will cost us, according to the engineer as he asked me whether to go ahead with replacing it all. Although I am not sure why it would cost anyway as that was all installed by bt so was there responsibility, also all the cabling was before the master socket so again that also tells me that it shouldn't cost anything.
    But being as my father is registered disabled & blind I am curious to know whether he is liable for any fees or not for the work that was done, & if he is whether him being disabled would get the bill reduced.

  • £130 Charge on Bill for Engineer who never visited...

    Good Morning,
    We are new to the forum, forgive us if we are doing this incorrectly but we are at our wits end.  Our latest bill arrived and we have incurred a £130 charge for a BT Engineer who did not come to our property nor fix any fault.  We have queried this of course, but the advisor has told us according to the records the engineer was on his way to our property.This of course was news to us, we were unaware an appointment had even been scheduled.  She said then she would take our complaint to the next level (this was on Weds) and that a manager would contact us within 24-48hrs, which has not been done. 
    We had BT Infinity installed with anytime calls package on the 6th March 2012, everything was fine until Sunday 11th March when after 9.00 a.m we discovered we had no phone line or broadband service. We rang on our mobile and they tested the line said it was all working OK! and that we must have faulty equipment, we duly went to Argos and purchased a new phone, still did not work. We switched the hub on and off, followed all the instructions still nothing.  At 17.00hrs the hub started flashing, we checked the phone and we had a dial tone, so we presumed work must have been carried out locally on an exchange for our service to be distrubted between 9 and 5. The next morning we received a phone call from a BT engineer which we thought was a courtesy call and we told him that everything was fine now, he agreed that it could have been possible that they had been working on an exchange. The call must have lasted all but 3 mins, now we find we are being charged for this. Also on the BT website it does state that if an engineer visits your property and finds fault with your equipment there will be a charge of £99 inc VAT, how comes we are being charged £130 for NO VISIT AND NO FIXING OF ANY FAULT. We will of course be taking this matter further. Has anyone else out there been charged £130 for nothing?

    If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
    They can be contacted using this link BT Care Team
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    There are some useful help pages here, for BT Broadband customers only, on my personal website.
    BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

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  • Told I would not be charged for Installation, char...

    Hi,
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    If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
    They can be contacted using this link BT Care Team
    They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
    There are some useful help pages here, for BT Broadband customers only, on my personal website.
    BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

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