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.

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BT engineer call out causes chaos

Hi, I'm currently in dispute with BT regarding a £130 engineer call out charge that has been applied to me bill.
The charge relates to a call out where an engineer visited to try and resolve a poor quality line. In the process he disconnected our internal phone extension sockets (blaming them for the problem), called his Dad in for back-up and then advised us that we'd be better off calling an electrician than BT.
Several months later we have now had the problem resolved through our broadband provider - it turned out to be a BT line issue with the local telegraph pole.
I've found the customer support from BT shocking - the arrogance and lack of customer care is second to none. I'd be grateful for advice on how to resolve this issue. Given the level of problem it has caused and BT's approach to date, I would be very willing to pursue this via the small claims court or OFCOM.
All views welcomed. Thanks.

It would have been Openreach that visited, not BT. Openreach look after the external network.
Any charges that they raised, would be passed back to your phone service provider.
If you have a complaint about Openreach, you can contact them on the link below.
http://www.openreach.com/orpg/home/contactus/tellussomething/tellussomethingaboutourpeople/tellabout...
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.

When will I be billed for engineer call out??

Hi, I called out an engineer for a fault after I had water damage to my house from burst pipes (turns out one of the sockets had water damage). My insurance will pay for this call out and repair as part of my claim, but I haven't had a bill for it yet and it's been week, and the insurance are waiting for it. When will I get billed?
Thanks
VictoriaA

In my experience, call out charges are usually added to your next bill! Contact BT 150 from your landline, and they will be able to tell you when your next bill is due, and also whether or not the call out charges will be added.

How much do engineer call-outs cost BT?

I'm curious as my internet is being less than useless yet again, I spend more time tethered to my mobile than using our BT internet connection.
I've had engineers out 5 times since last year. I figure I am now going to let nothing slide, I'll contact BT and demand an engineer visit every time I have a problem, it's always an issue their end sure our line is long but they keep fixing it half arsed and lowering my speed.
I'm confident I'll cost BT more money in engineer wages than they cost me for their poor service.

I am going to assume that you have an ADSL connection. There is a special board for this type of connection, now that you have actually stated what the problem is.
I will move this thread to that board, where you should get advice.
Meanwhile, to enable forum members to help you, please could you look at Helping forum members to help you which asks you to do a few checks first, and has some helpful hints.
When you have done that, please post the results here, so members can offer advice. Thank you.
I would also suggest, that as it disconnects at the same time each day, the problem is nothing to do with your BT line, and could simply be local interference, and you could be charged for a callout.
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.

Engineer called out without reason

Hello. I recently reported a fault on Friday 18th July. I then called them up on Monday to close the fault. The call advisior was getting confused and thought I wanted to report a fault but got there in the end. (I dont think she even did anything. She was probably trying to get me off the line ASAP!)
The fault was fixed on Saturday. (The weather stopped being a pain)
So today, an engineer came around. I said the problem had been fixed and he went off. (felt sorry for him)
I never called out for an enginner to be deployed. Will I still be charged and can I close this fault so it prevents more people from turning up at my door? Apparently it was the 2nd visit but not that I no of. I was in this whole week!
I really dont want to be dealing with a £130 charge
"There may be a £129.99 charge if we send out an engineer"

I have had to close it a second time now. I hope this works.
My Phone fault is still showing and I can't close it. I really dont want to call up as they probably will send ANOTHER engineer out when I didnt ask.
The phone fault says nothing about an engineer. How can I get this fault cleared/closed?
Here is my phone fault

TWO WEEKS for an engineer call out??? Ridiculous!

Hello everyone
Today we had some bad weather and a very short powercut. When the power came back on, BT Vision did not. I went through all the procedures - unfortunately I know them having had to go through it all not too long ago - and still nothing.
I called the 0800 111 4567 number given on screen and after waiting on hold for about an hour I got through to a very thorough and friendly man in Delhi. He took me through all the procedures again but still no luck, so he had to arrange an engineer visit for me.
The earliest appointment available is Thursday 26th of August, TWO WEEKS from today!!!
Apparently I will get refunded for lost service but that's only small consillation. This is ridiclous! It's frustrating enough having to do a hard reboot (again) and losing all my recordings (again) but having to wait two weeks to return to normal service is a very poor show from BT.
With the Sports Pack failings and now this, a once very happy BT Vision customer is now seriously annoyed and frustrated.
Has anyone ever had any joy with hurrying an appointment?
By the way, just incase anyone has any technical suggestions for me here's where I'm at - after the hard reboot I get to the cog and the loading bar, but nothing loads and eventually a red cross appears on the screen. Any ideas?
Thanks for reading
John

http://bt.custhelp.com/app/answers/detail/a_id/10632/c/348,1274
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Skype Charges for Received Video Calls

Under Skype's current payment plan policy is there a charge to a Skype receiver of a video call?

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Elderly Mother Being Charged For Work That Wasn't ...

I wonder if someone can point me in the right direction please to get this resolved, I'm at the end of my rope here.
A couple of months back my 82 year old mother moved in to a retirement flat. The flat had a variety of old unnecessary BT kit (trailing sockets, loudspeakers, unidentified junction boxes) and multiple runs of phone cables around doorframes, along skirting boards etc that had obviously accumulated over a period of time. My mother only needs one socket and wanted to lose the rest as it's unsightly and in one case a bit of a trip hazard. I phoned BT on her behalf (she's elderly and doesn't like all the button pushing) and I spoke to a lady, asking if we could have an engineer visit to remove all the unneeded gubbins - I described in detail what had to be removed. The lady said that was fine and she would book the job for us and it would cost £130, the date for the visit was set as 30 November both of which I agreed to. Neither myself nor my mother received any written confirmation of the work which I thought was a bit odd but didn't worry about at the time.
The engineer (actually two of them) turned up as arranged on 30 November and my mother showed them the cables, boxes, sockets etc that she wanted rermoved. The lead engineeer said they couldn't do this type of job because it would risk damaging the decor and then my mother would sue BT and so they couldn't do it. My mother pointed out that the cables hadn't been painted over and embedded in the skirtings, that they were just pinned with cable clips onto the top of the skirtings and doorframes and she understood that there would be an odd small hole where the clips had been and that was OK. But the engineer still declined to do the work. My mother then asked him that as he hadn't done the work, was she going to be charged the £130. He said no, of course not, that this happens all the time and that he just puts it through asd a 'No Charge' job. They were in the flat for less than 15 minutes.
My mother was not especially happy that she'd wasted several weeks waiting to have the job done only for it not to be done but at least she could afford to pay someone else like a handyman to do what BT wouldn't. Then her bill arrived yesterday and she has been charged £130 for the non-work.
She tried phoning the call centre herself twice this morning but was fobbed off. Once she was told the £130 is a call-out charge and as the engineer attended she had to pay the bill even though no work was done. The second time she was promised a call-back which never happened. She's getting a little hard of hearing and finds accents on not very good phone lines difficult and she was getting a bit distressed at having to deal with this so she asked me to take over. I have spent the rest of the day on the phone to the call centre getting increasingly angry at the way we're being treated. I have explained the situation to 6 different people. I was promised 2 call-backs which never happened. They promise faithfully to investigate, fix it and the minute you're off the line they forget about it. They kept trying to transfer me to a department which I think they called TRC(?) - I did speak to a very helpful chap in the UK in this department early on who explained that the department only deals with faults resulting from orders not with billing problems with orders and that he'd have to pass me back to the call centre. I keep explaining this to the agents but they still want to keep passing me over. Finally tonight after speaking to a total of 9 different people, I told them I wasn't getting off the line until they fixed it and they hung up on me and the call centre is now closed. I now have steam coming out of my ears.
All I want is to have the £130 charge on my mother's bill removed. No work was done. When I placed the order, I was not informed that it was a call-out charge. I described very precisely the work that was to be done and the lady said it would cost £130. She didin't inform me that BT won't remove unneeded equipment in domestic premises for fear of damaging decor - why did she even take the order in the first place if this is BT policy? Neither my mother nor myself received any paperwork for the order that might have contained information on call-out charges or what engineers will and won't do. My mother was given no documentation at the end of the visit and signed nothing.
So I want to talk to someone preferably in the UK to get this charge removed. I feel that a vulnerable elderly lady is being taken advantage of, that somewhere along the line someone has been incompetent/dishonest and that the call centre is a complete joke. I'm not going to waste any more time with them, I need to be able to talk to someone who will take responsibility and actually do something. Does anyone know how I can contact such a person, preferably by phone. My mother pays her bills by DD and is going to lose this money out of her account quite soon and she really can't afford it.
Anyone? If you got this far, thank you for reading!

ceres wrote:
I wonder if someone can point me in the right direction please to get this resolved, I'm at the end of my rope here.
A couple of months back my 82 year old mother moved in to a retirement flat. The flat had a variety of old unnecessary BT kit (trailing sockets, loudspeakers, unidentified junction boxes) and multiple runs of phone cables around doorframes, along skirting boards etc that had obviously accumulated over a period of time. My mother only needs one socket and wanted to lose the rest as it's unsightly and in one case a bit of a trip hazard. I phoned BT on her behalf (she's elderly and doesn't like all the button pushing) and I spoke to a lady, asking if we could have an engineer visit to remove all the unneeded gubbins - I described in detail what had to be removed. The lady said that was fine and she would book the job for us and it would cost £130, the date for the visit was set as 30 November both of which I agreed to. Neither myself nor my mother received any written confirmation of the work which I thought was a bit odd but didn't worry about at the time.
The engineer (actually two of them) turned up as arranged on 30 November and my mother showed them the cables, boxes, sockets etc that she wanted rermoved. The lead engineeer said they couldn't do this type of job because it would risk damaging the decor and then my mother would sue BT and so they couldn't do it. My mother pointed out that the cables hadn't been painted over and embedded in the skirtings, that they were just pinned with cable clips onto the top of the skirtings and doorframes and she understood that there would be an odd small hole where the clips had been and that was OK. But the engineer still declined to do the work. My mother then asked him that as he hadn't done the work, was she going to be charged the £130. He said no, of course not, that this happens all the time and that he just puts it through asd a 'No Charge' job. They were in the flat for less than 15 minutes.
My mother was not especially happy that she'd wasted several weeks waiting to have the job done only for it not to be done but at least she could afford to pay someone else like a handyman to do what BT wouldn't. Then her bill arrived yesterday and she has been charged £130 for the non-work.
She tried phoning the call centre herself twice this morning but was fobbed off. Once she was told the £130 is a call-out charge and as the engineer attended she had to pay the bill even though no work was done. The second time she was promised a call-back which never happened. She's getting a little hard of hearing and finds accents on not very good phone lines difficult and she was getting a bit distressed at having to deal with this so she asked me to take over. I have spent the rest of the day on the phone to the call centre getting increasingly angry at the way we're being treated. I have explained the situation to 6 different people. I was promised 2 call-backs which never happened. They promise faithfully to investigate, fix it and the minute you're off the line they forget about it. They kept trying to transfer me to a department which I think they called TRC(?) - I did speak to a very helpful chap in the UK in this department early on who explained that the department only deals with faults resulting from orders not with billing problems with orders and that he'd have to pass me back to the call centre. I keep explaining this to the agents but they still want to keep passing me over. Finally tonight after speaking to a total of 9 different people, I told them I wasn't getting off the line until they fixed it and they hung up on me and the call centre is now closed. I now have steam coming out of my ears.
All I want is to have the £130 charge on my mother's bill removed. No work was done. When I placed the order, I was not informed that it was a call-out charge. I described very precisely the work that was to be done and the lady said it would cost £130. She didin't inform me that BT won't remove unneeded equipment in domestic premises for fear of damaging decor - why did she even take the order in the first place if this is BT policy? Neither my mother nor myself received any paperwork for the order that might have contained information on call-out charges or what engineers will and won't do. My mother was given no documentation at the end of the visit and signed nothing.
So I want to talk to someone preferably in the UK to get this charge removed. I feel that a vulnerable elderly lady is being taken advantage of, that somewhere along the line someone has been incompetent/dishonest and that the call centre is a complete joke. I'm not going to waste any more time with them, I need to be able to talk to someone who will take responsibility and actually do something. Does anyone know how I can contact such a person, preferably by phone. My mother pays her bills by DD and is going to lose this money out of her account quite soon and she really can't afford it.
Anyone? If you got this far, thank you for reading!
Hi ceres,
Welcome to the forums.
I am suprised that the Engineers did not quote the HEALTH and SAFETY rules.
If you fill in this form: http://bt.custhelp.com/app/contact_email/c/4951 with a link back to your post for ref, the mods will get back to you. It can take up to 3 days and they will contact you direct via email or phone.
toekneem
http://www.no2nuisancecalls.net
(EASBF)

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If we go with Pay As You Go, will the calls we make accross North America be taken out of our $2.99/month North American plan or from Skype Credit?

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Route node and Service Call out in OSB

In OSB for a composite Proxy service (PS) that has to call 3 external services in sequence- we make service call out for 1st and 2nd external services and for invoking the last external service we can use route node.
Here technically PS is making web service calls to all the three external services. For the first two OSB uses service call outs and for the last one, route node is used.
What is the difference in service callout and route node in invoking an external service?
If route node is better in any ways why can't OSB come with route node type message flow action for all external service calls?
Thanks

HI there,
I have the same scenario as yours, I have to call 3 external services using Service Callouts and i have no idea how to use service callouts, how to and what to configure in SOAP body OR Payload parameters.
I have to call one service and then the response of the 1st service , i have to pass it as a request to the 2nd service, so on.
Can u please share with me how i can do it and what will be the best approach for that.
Thanks and Regards
Piyush Kapoor

Charged for 2 FREE service calls/costing $70 each and they DID NOT fix the problem.

My service was interupted DAILY between 2:45pm - 6pm and sometimes 7pm. I contacted someone in the chat room and explained, they said they would send someone out and there would be NO CHARGE...I made sure and they said, Rest assured that there will be no charge" They did send someone out, around 11am, and said, hey, it's a gold signal splitter, I'll replace it with this new one. Well, they did. A few minute job. Well, 2:45pm rolled around and guess what? SIGNAL LOSS on tv and cable...till about 6pm. Well, next day i contacted them, and same scenario. They sent someone out-around 12pm, and said, oh the coaxial connecters are a "little loose". Well, he tightened them...a few minute "fix". Well, 2:45pm rolls around and AGAIN SIGNAL LOSS, no internet and NO TV till 6:30pm. Well, I've had enough so I cancelled service..Now I check my bill and 2 service calls for $70 each plus $15 tax totalling $155. I talked to someone in the chat room and told them this scenario. Well, they said they can waive 1 of the service call, but since my equipment is owned by me and not rented, I have to pay and that in their notes, it never said that I would get a free service call. The problem is that it NEVER was fixed and the problem had nothing to do with the signal splitter or connections, but something in the neighborhood, in which I saw 2 Xfinity service trucks on my street when I came home. So I am out $85 for something they did not fix-apparently something going on connectionwise in the neighborhood. ALSO WATCH OUT FOR CHAT ROOM REPS THAT SAY IT WILL BE A FREE SERVICE CALL. THEY LIE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Anybody know how I can contact the CEO of Xfinity?

I was also billed on July 15, 2014 for tech support that did not fix my computer problem.
I was billed $99.99 to my credit card to a tech in the country of India.
I tried to get my money back but the number I was referred to would not answer.
I immediately went to my bank which took all of the info and changed my credit card number.
The bank also did their own investigation and said it seemed to be a scam. My money was redeposited into my account within 36 hours - not because of anything Verizon did, but my BANK!! I was so grateful.
Such service from Verizon's tech department is unethical and inexcusable.
Verizon customers deserve better tech service than this. "Ma Bell" would turn over in her grave if she knew how far down the service of the original phone company has gone. It's a disgrace!! A SCAM perpetuated and sanctioned by Verizon.
I complained to the Verizon Customer Correspondance Claim Dept. Do you think they will straighten this mess out? I doubt it - I am a retiree with an excellent payment record.
They don't care. This hurts the American economy.

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 :-)

Re: Recurring charge for Caller Display

Hi,
Sorry to post here but I can't find the new thread option, I'm new to this forum.
I'm having the same issue with being charged for caller display. I was assured last month it was all sorted out and I'd be refunded back to September, just got this month's bill with a paltry £1.69. I really can't cope with the foreign call centre again, can someone please help?

If you have done online help and customer services then see if mods can help. They will post a contact us link.
After completing the email NOT PM then you join a queue of other customers waiting for mod help. The mods will get back to you in 3/5 working days either by phone or email
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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/12439/c/
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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 :-)
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Engineer call out charges for disabled customers

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