MegaSack DRAW - This year's winner is user - rgwb
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I had a bt engineer out at the end of May for a fault on my line - dial tone was really quiet and occasionally interference could be heard on the line, also the line voltages were really low (in the order of -4v on the a leg and +24 on the b leg). My broadband speed was low as well (just under a meg).
I stay in a reasonably remote village so the lines had taking a bit of a battering over winter so logged a call with BT. Engineer turned up, did his magic (I think he needed to renew the connection in the hellermans on the post and he removed the old connection box on the side of the house and renewed). He was here for over an hour anyway.
Phone line now works, voltages are up to were they should be and broadband is now just over 2meg so I am happy with that.
The engineer also thought the cable on the side of the house from the junction to the master socket was old and causing issues but he didn't have time to replace it - he had a job to go back to and more work to do so was pretty swamped. I work for a different telecoms provider and was happy to help so he left me some BT drop cable and I replaced the section from the master to the junction box on the side of the house. (Technically should only be done by BT staff but as I say I do this everyday for a different provider so it didn't bother me to do it and I felt sorry for the guy as he was pretty rushed).
That I thought was the end of that.
However they are now trying to charge me £99 for a "Engineer Home Improvement Service charge - Broadband". The call centre bunnies are insisting I pay it as the engineer found no fault!
Has anyone ever managed to talk BT out of one of these charges? Does anyone work with BT and know of a better number to call?
Cheers,
David.
get yourself on twitter @BTCare IIRC respond pretty quickly.
I do, however not in this line of work so I'm completely useless sorry.
Think there are a few more BT ers on here who will be hopefully more use than I am.
Loads of past problems with bad lines outside property.
BT often tried to charge for engineer visit, £99 and more!
Rang them to protest-explain I've used several modems/filters/phones etc- and that the engineer improved the situation with work done outside my property and did not find any fault with my equipment.
The person at call centre usually claimed that charge raised by different dept etc. When I insisted that I should not be charged they eventually agrred to cancel charge.
You need to raise the dispute with your service provider not Openreach who are agents for the SP
Does sound as though you have been charged unfairly as he obviously found a fault. Ask your SP to check the engineers notes on the fault tracker which they should have access to
Call back and ask to raise a high level complaint ask to speak to a supervisor
The engineer would have recorded a clear code for the main fault location. He is also obliged to fix any other faults that he finds, if he is short of time he can leave you with service and retain the job for another day, not leave you with the gear. He may have genuinely being helpful, but at the end of the day he should be doing it. Also, do you have his number stored so you can get his side of the story? (he should have rung ahead although not much use if he did it from a landline in the exchange.
It sounds like he either several jobs at the end of the day and mixed you up with some one else or put the wrong clear code in. Even if you make no progress you have a brand new section of lead-in on your wall along with the 'rubbish' the engineer left on site with you so its obvious some work was done even if you can't make progress with what the engineer told you he had already done.
I believe you have a right to see all the notes on your jobs on request so you would be able to see how the job was closed and if any other jobs were raised. There should also be a clear code for any fault jobs, it would usually be in the format 81.2 I think.
He found a fault and fixed it. How is that NFF?
Yep sounds like most of the work done, was to bring up too engineering standards,as mentioned it depends what he has closed the main reason of the fault,but what you have described sounds like you shouldnt be charged .take it up with your S.P.
Tell them you have spoken with the Ombudsman and you have to allow them to an opportunity to respond to your issue before you can make a formal complaint (to the Ombudsman). Has worked for me twice now and the last time I got £10 credit to my account for my trouble 🙂