BT Master Socket: no transparency on fitting costs

will-in-estoril

Having read and re-read numerous threads and articles, I am even more confused by what constitutes a legal master socket, whether or not they are installed as a matter of course and (most importantly) how much BT will charge.

Sister-in-law has problems with both the quality of voice calls and with wireless router (BT Home Hub) disconnecting each time the telephone receiver is 'lifted'.

The 'master' socket has BT logo, but looks to small to be an NTE5. Additionally, it is attached (badly) to the underside of a work surface, suggesting that the work was not carried out professionally. House is years old.

According to BT price list the cost for installing an NTE5 is £25 + VAT, or foc if there is a household member who is disabled.

However, spoke to a BT employee (UK based) on 151 this morning, who was aggressive, incredulous, patronising and rude. He seemed to resent the fact I had done my homework and referred to the BT price list.

I then spoke to someone on 150 (Indian call centre) who was altogether more helpful. An engineer's visit has been booked for 30th, but I am still worried that BT will then send a bill for the cost of a visit plus the work. There is nothing in writing.

Several questions:

1. Does BT have a record of whether or not a property has a socket or an old style (pre-1981) junction box?
2. Do they replace what they describe as 'illicit'sockets on request from existing customers for £25, or does this only apply to new customers?
3. Is BT likely to try and bill my sister-in-law for several hundreds of pounds, even though she pays them nearly £40 per month for her phone and broadband?

Grateful for any guidance, particularly from the BT Representative.

pitkin2020

to be honest speaking to BT on the phone is a waste of time wait for the engineer to come out and he will just do what is necessary, keep the engineer sweet and tell him your concerns, he more than likely will just replace the socket and fix any problems and that'll be the end of it. BT just seem to make it up as they go along when you phone them

DVardysShadow

I can't get my head around the fact it is illegal to fit your own but there are loads on the open market.

pitkin2020

i dont beleive its illegal, as many are installed by other people other than open reach engineers

jamesb1239

The internet disconnecting when the phone is lifted sounds more like lack of or faulty ADSL filters, remember these need to be on ALL devices connected to the phone socket. Also if the phone is cordless and the computer is connected to the internet wirelessly then they could be interfereing with each other (had this once before and just changing the wireless channel fixed it).

Its less likely that the main socket is badly connected as these are just 2 wires and not very easy to do wrong

spike7451

pitkin2020 wrote: »

i dont beleive its illegal, as many are installed by other people other than open reach engineers

It's a breach of the telecomms act to interfear with the drop wiring behind the socket which is why the NTE5 & CTE5 (for cable) were introduced.On new builds the NTE5 is fitted by the spark but,in 90% of cases I've seen,not connected to the BT drop.

spike7451

will-in-estoril wrote: »

Having read and re-read numerous threads and articles, I am even more confused by what constitutes a legal master socket, whether or not they are installed as a matter of course and (most importantly) how much BT will charge.

Sister-in-law has problems with both the quality of voice calls and with wireless router (BT Home Hub) disconnecting each time the telephone receiver is 'lifted'.

The 'master' socket has BT logo, but looks to small to be an NTE5. Additionally, it is attached (badly) to the underside of a work surface, suggesting that the work was not carried out professionally. House is years old.

According to BT price list the cost for installing an NTE5 is £25 + VAT, or foc if there is a household member who is disabled.

However, spoke to a BT employee (UK based) on 151 this morning, who was aggressive, incredulous, patronising and rude. He seemed to resent the fact I had done my homework and referred to the BT price list.

I then spoke to someone on 150 (Indian call centre) who was altogether more helpful. An engineer's visit has been booked for 30th, but I am still worried that BT will then send a bill for the cost of a visit plus the work. There is nothing in writing.

Several questions:

1. Does BT have a record of whether or not a property has a socket or an old style (pre-1981) junction box?
2. Do they replace what they describe as 'illicit'sockets on request from existing customers for £25, or does this only apply to new customers?
3. Is BT likely to try and bill my sister-in-law for several hundreds of pounds, even though she pays them nearly £40 per month for her phone and broadband?

Grateful for any guidance, particularly from the BT Representative.

1.BT dont keep records of that.
2.See here;
http://www.openreach.co.uk/orpg/pricing/loadProductPriceDetails.do?data=D8xLe7PMQ%2FBaEIFDqefMk1Q14hLhaQkFGHrP9FQAi3yZrG2CsSujUDvDlXyfMBml
& here (para 2)
http://www.openreach.co.uk/orpg/pricing/loadProductPriceDetails.do?data=RfR0kn%2Fg259i4%2FgzFaOFlL%2FuVhXjMR5hQz3DdrCHJqBVrWsgMC%2F4dy9qJJFTkna2
3.Quite possibly.

syko29793

will-in-estoril wrote: »

Having read and re-read numerous threads and articles, I am even more confused by what constitutes a legal master socket, whether or not they are installed as a matter of course and (most importantly) how much BT will charge.

Sister-in-law has problems with both the quality of voice calls and with wireless router (BT Home Hub) disconnecting each time the telephone receiver is 'lifted'.

The 'master' socket has BT logo, but looks to small to be an NTE5. Additionally, it is attached (badly) to the underside of a work surface, suggesting that the work was not carried out professionally. House is years old.

According to BT price list the cost for installing an NTE5 is £25 + VAT, or foc if there is a household member who is disabled.

However, spoke to a BT employee (UK based) on 151 this morning, who was aggressive, incredulous, patronising and rude. He seemed to resent the fact I had done my homework and referred to the BT price list.

I then spoke to someone on 150 (Indian call centre) who was altogether more helpful. An engineer's visit has been booked for 30th, but I am still worried that BT will then send a bill for the cost of a visit plus the work. There is nothing in writing.

Several questions:

1. Does BT have a record of whether or not a property has a socket or an old style (pre-1981) junction box?
2. Do they replace what they describe as 'illicit'sockets on request from existing customers for £25, or does this only apply to new customers?
3. Is BT likely to try and bill my sister-in-law for several hundreds of pounds, even though she pays them nearly £40 per month for her phone and broadband?

Grateful for any guidance, particularly from the BT Representative.

The £25.00 charge is for a Hardwired to PSTN conversion

one of these
http://www.telephonesuk.co.uk/images/BT35A_cream.jpg
to one of these
http://www.thinkbroadband.com/images/iplate/bt-nte5-openreach-200px.jpg

If you have broadband im guessing you dont have a hard wired socket

You need to cancel the engineer as you will get charged £100 plus for the call out.

property.advert

Get on the net, look at some diagrams, open up what you have and work out the wiring. Simply put, there are far more wires than you need. You only need two, say Orange and Orange/White. You only use the rest for other rooms etc. Get your main socket right before trying to wire up extra sockets.

BT_company_representative

Hi will-in-estoril

This really depends on if the engineer gets there and the fault requires the replacement of the NTE, however if charges were to be applicable this should have been discussed on the phone.

Send me an e-mail to the address in my profile with the account details, I can look into this for you.

Thanks

Stuart

JustPassingBy

BT_company_representative wrote: »

Send me an e-mail to the address in my profile with the account details, I can look into this for you.

Did you spot 'transparency' in the thread title?