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
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Similar Messages

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    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.
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    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.
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  • Billed for engineer callout??

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  • Re: Another 'Engineer' callout charge

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    FloFosterJenkins wrote:
    Hawk wrote:
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  • Another 'Engineer' callout charge

    Hi,
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  • Help needed please for master socket wiring

    I am renovating a house built in the 1970's which I shall be moving into shortly.
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    Hi Kh,
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    Paddy
    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 :-)

  • £260 Callout for Engineer

    We called BT because the phone would ring once and then stop, so we couldn't answer any calls. The engineer came out and fitted a new connection box and the phone has been OK since.  
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    Solved!
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    Hi Sue3003, and welcome to the forums.
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    Try billing live chat the link is at the top left of the Bills and call Packages board.
    They are open   Monday - Friday 8am to 9 pm.
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    Patty-L

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    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 :-)”
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  • Will the engineer move my master socket while inst...

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    If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

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