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.
Similar Messages
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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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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.
This is a customer to customer forum only, where forum members, who are only BT customers, can help each other with BT Retail products and services.
Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.
If you would like to try Live Chat they should be able to help you.
This is a public forum which can be viewed worldwide, so please do not post any personal information, especially phone numbers, account numbers, fault numbers, address information or email addresses, as this could be used to impersonate you.
If you have posted such information, then please edit your post, and delete it.
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. -
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. -
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.
There is a very active user forum here, plus good backup from the BT Care Team should there be any issues. The choice is up to you.
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. -
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"
How do I dispute this charge?
Thanks
JonCall 0800 800 150
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’ -
Engineer charges that hopefully get a response
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.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.
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Moving & want to avoid engineer charge
I will be moving at the end of the month. I would like to transfer my line to my new place but I want to avoid having to pay £130 for an engineer to come out to connect the line. I know that the line there is still connected so I don't see why I should have to. I also don't want to be tied into another or extend my contract.
I don't really know how to approach the situation though. Can you help at all?There is no need to pay the £130 if the line is actually connected. By that I mean that if you pick up the phone you get a dial tone, and if you dial 17070 you get a recorded message giving you your phone number.
Make sure when you go through the ordering process (either by phone or on-line) that you say that the line is already connected.
As for the minimum contract, it's a standard clause in BT's T&Cs that a home move means a new 12 month minumum contract. I can't see any way round it. -
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.
Adamtry 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. *** -
Excessive charges & poor customer service
BT clearly have no interest in customer service. After having payment difficulties BT appeared to be understanding to the situation in giving me more time to pay. They assured me that the fact that I had contacted them would mean I would not face further charges. Now, after making the payment I find that they want an additional £32 in charges. How on earth can this be justified? It's nearly the cost of 2 months line rental! When I contact their so called customer service team, they don't seem to understand why I am complaining. Having been with BT for over 7 years I think it's clear they are not really looking to retain they loyal customers.
My saga with BT is highlighted in the complaints letter I sent to them. I am very doubtful I will get anywhere but I would appreciate anyones help and support regarding the matter. I can see many people have been through the same anguish and frustration as me.
To whom this may concern,
I am writing to you regarding the bill I have received. This bill states that I owe £130 for an engineer call out charge however I had no knowledge or information about this £130 charge other than a text message from BT which actually highlights I should not have been charged for the engineer call. The fault is with the BT internet phone you have provided me.
My partner spoke to BT the end of January to report that our BT internet phone (provided by BT) was not making a ringing sound when it was called. The phone lit up when someone was phoning however when I went to pick up the phone the line was dead. This fault was reported to BT. We thought it was a fault with the line however the internet was connecting without any problems and this was explained to BT when we phoned them. The result of this conversation was that the BT representative said he would send an engineer out. This was the end of the conversation; there was no mention of charges for this service. I was led to believe this was what BT would normally do as part of their procedure so I agreed that an engineer could come out to check the phone. No mention of a call out charge was discussed with me or my partner.
The BT engineer then visited to look at the fault. He said there was a problem with the equipment provided by BT. He said he would contact BT and ask for another BT internet phone to be sent out. As he left he said ‘don’t worry I will put down that it is a fault with the phone not your line’. There was no discussion about a call out charge. The only information I have received is a text message from BT to say ‘we’ll visit you at 13:00 and 16:00. If the problem isn’t with BT equipment you may have to pay a repair charge’. This text message highlights that I should not be charged for this visit because as the engineer states the fault was with BT equipment.
As you can appreciate it came as a shock to me to find a bill which is asking me for £130 for the engineer call out charge. I have made numerous calls today and have spoken to representatives at BT to try and resolve this issue. I have spoken to a number of people at BT including the supervisior. All have said that they have looked at the notes made by the engineer and he has stated that he has informed me of the charge. Nothing in writing was given to me other than a text message which confirms that I should not be charged as the fault is with BT equipment.
My partner then called BT the afternoon of 21/03/2011. Again we were informed that BT could not remove this charge and there was nothing they could do to help. One representative said that we should make a complaint to BT and Watchdog as he agreed we had good reason to question this charge.
I have lost my faith and trust in BT as a company and I would appreciate your feedback and support in this matter.
Since then I have had a call from the complaints department who was very abrupt and said he had done his bit and cant do anything else. He states the phone which BT have provided is mine and therefore the cost of the engineer charge is down to me! He had not explained the complaints process to me and I have had to research into this myself. My next step is getting to deadlock and getting ombudsman involved.
I am really appaled and frustrated with BT in general. -
No dial tone for the second time now
Hi guys,
Back in late November 2013 I discovered that the phone was not working correctly that being no dial tone and a faint outside crackling noise coming through, I couldn't call out or receive calls however when I called my phone the line rang fine but it was not coming through the headset, My broadband was still working perfectly fine so I instantly thought it was the headset and ordered a new one only to discover that it in fact wasn’t the problem at all. I began to call BT to report the fault and was directed straight to an Indian call centre the guy when through normal line testing faults only to come back with no faults found I told him that on my mobile my house is ringing but none of my headsets old or new was physically ringing we then went on to do the master test socket test and again same problem. After that he arranged an engineer to come out to have a look and was told the usual ''you may be charged if you have caused the fault'' blah blah now into December and I finally get an engineer out to have a look the engineer when on to say that whoever initially installed the face plate put a faulty one and that was the problem but if that was the case how had I been able to use my house phone perfectly fine prior to this problem? I asked the engineer if I would be charged for this call out and his said NO as it was not my fault, all things fixed and working.
My January bill came and what do I see £179 bill I look at the bill to see I’ve been charged for the engineer callout, furious I call BT in which this time I’m directed to English speaking people at last. I explain all of the above to the operator and go on to tell them I was told there would be no charge so they check the engineer report and then they tell me the engineer reported that the faceplate was damaged, I’m then question by the operator and asked how I had damaged the faceplate I told him what the engineer told me and that my master socket is up high on my window seal out of reach of my son so there was no way he damaged it, they told me they would look into for me and get in contact within 5 days. 5 days pass and I get the call saying sorry for mistake your money will be back in your account in 3 days well that’s great news.
Now I’m having the very same problem with my phone line no dial tone slight crackling sound but this time when I ring from my mobile may house phone rings fine but when I answer it up it continues to ring even though I’ve pressed the accept button I also cannot decline the call from the headset it really frustrating, I’ve tried to get though to BT but the queue times are just ridiculous even tried the call back feature and yet 3 hours later still nothing I’m not going to pay for a service I’m not receiving and I’m most definitely not going to pay engineer charges only to be refunded 10 days later a complete waste of time. I need my phone line fixed please can someone help me out here and give me some advice.
Many Thanks
Mikejdybnsn wrote:
I have the exact same problem (also my second time in 4 months). Very frustrating as this is our business phone and it is frustrating knowing people are calling us but we can't pick up the calls ! More frustrating that its almost 2 days and no sign of an engineer !
You need to raise this on the Business Forum, this one is for residential customers.
You can click the white star next to this message if you think it was helpful. -
I would like to be contacted by a UK team member w...
I am furious with BT at the moment I will give a brief resume below I left BT in Feb 2012 and moved to SKY due to a promo offer and was sent a bill for approx £70 I phoned BT to query this only to be told that I was owed in excess of £50. I questioned this and asked if they were 100% sure. they said they were and posted me a cheque. I was on the phone for approx one hour 2 weeks later I receive a bill saying I owe BT £131. I phone up and query explaining the situation mentioned above and was told that an Engineer charge from Dec 2011. I asked why this was not mentioned in the previous call and how ridiculous this was. He said he would listen to the call and ring me back within 24 hours. I'm still waiting!! Today I receive a RED bill from BT asking for payment I ring again After explaining to a 3rd person about the scenario he puts me through to someone else. Then by the time I talk to Paul (very helpful) and explain this scenario Ive been on the phone 40 mins. He then talks to someone else and removes the 'CHARGE' so after an hour on the phone. I then asked to speak to someone to complain about the service provided and request compensation fro my phone bills and the time , in excess of 5 hours in total spent sorting out this BT error I was told that I need to send proof of the call charges and they would look into it. I asked about the 5 hours spent and he said that there was nothing he could do. To summarise It appears to me that BT don;t give a **bleep** about the time it takes a customer to deal with a BT created error If this is your idea of customer service then no wonder you are losing customers. I would like to have my call charges refunded approx £30 and £50 (£10 and hour) compensation for the time I have wasted doing the job of the BT customer service team I look forward to seeing a swift resolution Many Thanks James
If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
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. -
PHONE SOCKET NEEDS TO BE MOVED
I would like to have one of my phone sockets moved or a replacement put in as I can't reach the socket where it is at the moment if I need to change my phone etc. What would the engineer charge to do this and how much, how do you order as all that is mentioned on the BT site is ordering a new phone line!
Welcome to the forum. If it's the master socket it has to be done by Openreach; call 0800 800 150 and get it done for about £130, roughly the same hourly rate as Bill Gates. If it's an extension you can use Yellow Pages.
You can click the white star next to this message if you think it was helpful. -
Lost HD Channel Signals Two Years in a Row
A few months ago my Sky Sports HD channels started showing no signal Error 25, along with the BBC HD channels. It was like this for the multiroom box and main box, so I guess it was a problem with the dish's alignment or something. Only option according to Sky was to have an engineer out for €60 or so. The thing is, this exact same thing had happened the year before, and I paid for an engineer to come out. I didn't feel it was fair to have to pay again so soon so I just dropped the HD. I still feel it was pretty lousy the way it was dealt with by Sky, for the following reason: If my area is suitable for a HD multiroom service, as it had been up to then, you would think that the engineer would have fixed the problem and I would not lose service before another year had gone by. So did the engineer do a satisfactory job, and if not, why should I have to pay again? On the other hand, if the engineer did a perfect job and something about where my dish is located or the area I live in means that the service is unreliable and engineer charges for misaligned dishes might be a regular occurrence, then surely I should not be encouraged to maintain the service. However, this is exactly what happened when I tried to ring to see if there was a way the service charge could be waived. The Sky representative wouldn't waive the charge but instead offered a discount on future bills if I tied into HD again for another number of months, which means that he was interested in keeping me on the service for longer. But how is this responsible if the area I live in is not suitable to receive Sky. When I say 'not suitable' I mean the necessity of an extra €60 yearly on top of the subscription charges just to receive a satisfactory service? In the end I dropped HD and in the months since Sky have lost more from me than the price of the engineer charge. On top of this, I don't really feel enthusiastic about paying for Sky Sports in SD so that is an extra 36 or whatever it is they may be losing from me as I don't think I will retake this package. All I'm left with is an entertainment package I don't need and in the end I am seriously considering Freesat. I feel that the way Sky were so stingy in handling this is baffling as in the end they will be losing what could be several hundred pounds from me due to their unwillingness to show a little leeway on the engineer charge. Does anyone else think I have right to feel slightly let down, or am I being entirely unreasonable?
"Neither Sky nor their engineer would know this until they're called out to your installation and there'll be no record of it on your account." That's true, but I thought paying for them to call out would solve it but the same thing happened, and nothing has changed, i.e. no trees or buildings changed, the satellite has a clear line of sightI agree that if you no longer consider Sky tv to be value for the subscription charges you're paying, you should cancel.I kind of did until I realised I might have a yearly engineer charge just to maintain the service. Would this (needing multiple call-outs) be a usual thing to happen and would people need to pay each time? I'm just curious.
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Hi,
Please could a moderator help me?
I'm trying to find out if my account has had any recent engineer charges added. I checked MyBT online but it only shows recent call usage. So I phoned customer services, but they were not nice or helpful and said that I would have to wait for my next quarterly bill to find out about any recent engineer charges.
The reason I want to check my account for any charges is because I've had an intermittent fault and two Openreach engineers have visited recently to repair the fault. Both engineers said that the fault was a BT network problem and there should be no charge on my bill. The second engineer gave more detail and identified the fault at the BT Exchange and he said that there definitely should not be any engineer costs on my bill. However, I have heard of many cases where engineer charges have been wrongfully added to the bills of customers.
Please could a moderator check my account for any recent engineer charges?
Many thanks in advance
Kindest regards
peppapigimjolly wrote:
as only a small team they are kept busy with customer problems from the forum
have you tried the online chat at the link at the top of the forum page?
As imjolly says, try the live chat. This was suggested to you in another post.
http://community.bt.com/t5/Bills-Call-Packages/Help-With-My-Bill/m-p/330205 and you marked it as solved.
Maybe this could be answered straight away, rather than waiting days for an answer
toekneem
http://www.no2nuisancecalls.net
(EASBF)
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