Engineer charge,help

Hi there,first thing sorry for my English but I'm not a British.
My problem started in December last year.my Internet speed was poor,it was around 5mb/s,normally it was 11mb/,so I call BT,and I've done few tests they told me to do.but there was no improvement so they send an engineer.when he came he has done few more tests and said there is a problem with hub(original from BT),so he replaced for new one.he said there will be NO CHARGE for that.speed had improved after that,but now I saw there is a charge for February bill of 129 pounds.I found a link to engineer charges
http://bt.custhelp.com/app/answers/detail/a_id/12439/c/
it says about the hub
The fault is with the BT Home Hub and it's not in warranty (Hub remains in warranty if you are in a long-term contract)
but
First contract I signed on December 2010 for 18 months ,on April 2011 I changed from option 2 to option 3,so my contract started again and it should finish on December 2012.When my contract was up to end,no one contacted me,and I haven't call them either.So as far as I understand my hub warranty has finished together with my contract?But what happened after?They did not send me any papers,no contract,nothing.I did not sign anything.No one call me.But what happened with my contract,was it extended?For how long?If it was why I didn't received a new hub with new warranty,so then probably could be no problem with my old hub.This hub is 3 years old now.Should they send me a new hub,cause I'm over 3 years with them?With every new contract they are sending a new hub so where was mine?I am with them so long and for around last 2 years pay around 50 pounds each month,so this is how they say thank you to people being with them few years?
can someone help?
they will take money from me in couple of days,so maybe there is a chance to avoid this ridiculous charge.
and one more thing,can I cancel my contract now at any time?I have enough of this.because there is no papers saying when it is due to finish,and I hope there will be no any other faircharge for that?

Welcome to this forum.
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Thanks
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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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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Re: engineer charges

Phone and Internet went down.... BT has been updating for infinity in the area which for some reason has caused alot of issues locally.... Called out Engineer he said that i wouldnt have to pay the charge for the fault/error.... Bill comes through and i am now charged 130 pounds.... Extremely disappointed !!

This page may help.
http://bt.custhelp.com/app/answers/detail/a_id/12439/c/
If the fault was outside of your boundary, you should not have been charged.
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 charges

I have just been informed that I have been charged £129 for an engineer visit. During his visit the engineer said the work wouldn't lead to a charge. Star wiring was to blame, but due to its location and type (connections and equipment used), it was likely to have been installed by bt themselves. The wiring was simplified and a new master socket installed. At the moment I have requested that the direct debit be suspended until the case has been reviewed. What are the chances of my review being successful?

Its most likely been done illegally by a previous owner, many people simply ignore things like that. BT would not have done it that way, as any extension wiring has to come from the removable bottom section of the master socket.
I`m afraid you will just have to accept the charge, the Openreach Technician has no right to say that you would not be charged, as you are not their customer.
Suspending your direct debit could lead to your line being ceased, and further charges being raised.
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.

BT Engineer Charges

I am not a BT customer but I am looking to join. I have been with my current provider (Sky) for over two years now and it has not been great.
I had no problems for the first year but not long after my phone line developed a small amount of noise which got worse and the broadband also suffered by dropping out. I complained and the issues went away for a while. Now the noise is sometimes there but the broadband issues are always there. After trying everything, the only option left according to Sky is a vist from an engineer. Sky want to charge me £99.88 for a call out and £64.64 per hour for every hour the engineer is at my home if the fault is not the responsibility of Sky.
If I join BT and a problem develops would they charge similarly to Sky or would I be better off ordering a new line straight away?

BT do not provide or maintain the external network. This is done by Openreach who work for all service providers. BT do not get any special treatment.
So any charge is raised by Openreach and passed on to the service provider, whether it be Sky, TalkTalk or BT etc.
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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.

Disputing Engineer Charge

I had an engineer visit about 4 months ago to fix a fault. The fault was with the internal wiring but on the BT side of the master socket. It was a BT installed (and branded) junction box that needed repairing. It was on a wall 7 feet up in a room that has no trace of damp. It looked ancient and that it had failed simply due to age.
It met none of the criteria listed here http://bt.custhelp.com/app/answers/detail/a_id/12439/c/ which are described as being chargeable, but I have now had a £99.99 added to my bill as a "home improvement charge"
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Call 0800 800 150
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Engineer charge,help

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