Charged £130 for Engineer

Question

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

Answer 1

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. ***