Engineer charges that hopefully get a response

Question

I have received a bill from BT which includes a £129.99 charge for an engineer call out which I would like to report as being wrongly charged.
I called BT about a broadband fault, and supplied them with a pathping, on two separate occasions, which I will include below, that clearly demonstrate that the fault did not lie anywhere near my premises or the local exchange. The packet loss was occurring much further upstream, which is why I thought the pathping would be useful.
I was informed at the time that sending an engineer out " was all they could do" despite me advising them that it would be a waste of time. I advised them at that time that under no circumstances would I agree to pay for an engineer but they sent one anyway.
The engineer came, found no fault with any of the wiring fitted by them two weeks previously and after talking to BT today, I was told that the charge was due to "software settings" on my machine. Incidentally this would indicate that the "software settings" were also at fault on two Android phones, an Android tablet, an XBox and a PS4, all of which were suffering from a dropping connection. When I asked for more details on what settings they were referring to the answer I received was “we have no idea”.
The fault has since been rectified but I had made no changes to machine or any of my devices. As the pathpings below show, the fault was no fault of mine. Please feel free to call me on xxxxx xxxxxx to discuss this matter as this charge is extremely unfair and I wish to have this resolved as soon as possible, thank you
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.
C:\Users\xxxxxx>pathping bt.net
Tracing route to bt.net [193.113.211.125]
over a maximum of 30 hops:
  0  xxxxx-PC.home [192.168.1.64]
  1  BThomehub.home [192.168.1.254]
  2  217.32.142.197
  3  217.32.142.238
  4  212.140.206.50
  5  31.55.165.13
  6  31.55.165.107
  7  acc1-10GigE-4-0-2.mr.21cn-ipp.bt.net [109.159.250.108]
  8  109.159.250.19
  9  core2-pos1-1.birmingham.ukcore.bt.net [62.172.103.93]
 10  iar1-gig5-5.birmingham.ukcore.bt.net [62.6.196.98]
 11  62.172.57.218
 12     *        *        *
Computing statistics for 275 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           xxxxxx-PC.home [192.168.1.64]
                                2/ 100 =  2%   |
  1    0ms     2/ 100 =  2%     0/ 100 =  0%  BThomehub.home [192.168.1.254]
                                0/ 100 =  0%   |
  2   12ms     4/ 100 =  4%     2/ 100 =  2%  217.32.142.197
                                0/ 100 =  0%   |
  3   15ms     5/ 100 =  5%     3/ 100 =  3%  217.32.142.238
                                0/ 100 =  0%   |
  4   14ms     9/ 100 =  9%     7/ 100 =  7%  212.140.206.50
                                0/ 100 =  0%   |
  5   14ms     2/ 100 =  2%     0/ 100 =  0%  31.55.165.13
                                7/ 100 =  7%   |
  6   13ms     9/ 100 =  9%     0/ 100 =  0%  31.55.165.107
                               10/ 100 = 10%   |
  7  ---     100/ 100 =100%    81/ 100 = 81%  acc1-10GigE-4-0-2.mr.21cn-ipp.bt.
et [109.159.250.108]
                                0/ 100 =  0%   |
  8  ---     100/ 100 =100%    81/ 100 = 81%  109.159.250.19
                                0/ 100 =  0%   |
  9  ---     100/ 100 =100%    81/ 100 = 81%  core2-pos1-1.birmingham.ukcore.bt
net [62.172.103.93]
                                0/ 100 =  0%   |
 10  ---     100/ 100 =100%    81/ 100 = 81%  iar1-gig5-5.birmingham.ukcore.bt.
et [62.6.196.98]
                                0/ 100 =  0%   |
 11   21ms    19/ 100 = 19%     0/ 100 =  0%  62.172.57.218
Trace complete.
2.
Tracing route to bt.net [193.113.211.125]
over a maximum of 30 hops:
  0  xxxxxx-PC.home [192.168.1.64]
  1  BThomehub.home [192.168.1.254]
  2  217.32.142.197
  3  217.32.142.222
  4  212.140.206.50
  5  31.55.165.75
  6  31.55.165.107
  7  109.159.250.50
  8  core2-te0-12-0-4.ilford.ukcore.bt.net [109.159.250.7]
  9  core2-pos1-1.birmingham.ukcore.bt.net [62.172.103.93]
 10  iar1-gig5-5.birmingham.ukcore.bt.net [62.6.196.98]
 11  62.172.57.218
 12     *        *        *
Computing statistics for 275 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           xxxxx-PC.home [192.168.1.64]
                                4/ 100 =  4%   |
  1   10ms     7/ 100 =  7%     3/ 100 =  3%  BThomehub.home [192.168.1.254]
                                0/ 100 =  0%   |
  2   27ms     4/ 100 =  4%     0/ 100 =  0%  217.32.142.197
                                0/ 100 =  0%   |
  3   29ms     4/ 100 =  4%     0/ 100 =  0%  217.32.142.222
                                3/ 100 =  3%   |
  4   38ms     9/ 100 =  9%     2/ 100 =  2%  212.140.206.50
                                0/ 100 =  0%   |
  5   35ms     8/ 100 =  8%     1/ 100 =  1%  31.55.165.75
                                0/ 100 =  0%   |
  6   34ms     7/ 100 =  7%     0/ 100 =  0%  31.55.165.107
                               27/ 100 = 27%   |
  7  ---     100/ 100 =100%    66/ 100 = 66%  109.159.250.50
                                0/ 100 =  0%   |
  8  ---     100/ 100 =100%    66/ 100 = 66%  core2-te0-12-0-4.ilford.ukcore.bt.
net [109.159.250.7]
                                0/ 100 =  0%   |
  9  ---     100/ 100 =100%    66/ 100 = 66%  core2-pos1-1.birmingham.ukcore.bt.
net [62.172.103.93]
                                0/ 100 =  0%   |
 10  ---     100/ 100 =100%    66/ 100 = 66%  iar1-gig5-5.birmingham.ukcore.bt.n
et [62.6.196.98]
                                0/ 100 =  0%   |
 11   47ms    34/ 100 = 34%     0/ 100 =  0%  62.172.57.218
Trace complete.
The first trace clearly shows packet loss of 81% on the network and the second shows 66% packet loss, both on ip addresses that are nowhere near my home. I called BT to complain about this charge and was given the details below
Fault summary
Fault number:VOL051-xxxxxxxxxxxx
Date reported:28 May 2014
Date closedpen
Product affected:Broadband fault
Telephone number:01XXXXXXXXX
I attempted to demonstrate the pathping to the engineer on his visit but he refused as he clearly had no comprehension whatsoever of the process I was describing. He did admit that he hadn’t “done this for two years and all he can really do is a line test”. I work as an infrastructure engineer and deal with issues like this on a daily basis, I look forward to hearing from you.
Frasbo
PS I was called back today by a very rude unhelpful individual called Wade who constantly interrupted me when I was describing this issue and whose customer service skills were non existant. I was assured this would be passed to a “final review team” and I would be called back. I assume they will as unhelpful and unknowledgeable as his previous colleagues.

Answer 1

I absolutely appreciate what a customer forum is and did not, at anytime, expect a BT customer to spring to my assistance with any "heres exactly what to do" responses. But, since there is no facility to email BT as we are now all pointed towards these forums and there are BT employees who have nominated themselves as mods, then when someone posts a technical question, I would at very least expect a response from a mod. Since there is clearly not, I'm therefore left with the opnion that there is noone within BT, either over the phone or on a forum who is able to answer a technical query. The individual who laughably referred to himself as a level 2 analyst was more interesting in arguing about whether I needed to reference the www when I was showing him a ping to demostrate pack loss. This is the type of customer service a company like BT should be thouroughly ashamed of.