Can BT Do This

trickytrolleys

Astaroth wrote:

There is a box outside your house, forget its techinical name but it is something like the injection box. The line up to this box is owned by BT. From this box to the master socket and beyond is your property and whilst BT will fix it they charge for their services.

If this is the case then shouldnt they say this BEFORE fixing it to give the customer the choice of repairers ???

Astaroth

I cannot say in the OPs case as I obviously wasnt there but all the recorded messages on the waiting system tell you to check it isnt an internal problem otherwise the engineer will charge and even the advisors I have spoken to have said things like "oh, that sounds like an internal problem, have you tried another phone as if our engineer comes out and it is an internal problem then you will be charged?"

wonderfullife_2

Astaroth wrote:

There is a box outside your house, forget its techinical name but it is something like the injection box. The line up to this box is owned by BT. From this box to the master socket and beyond is your property and whilst BT will fix it they charge for their services.

Hi
No I haven't got a box outside my house, the line from my house goes straight to the telegraph pole down the street.
Sorry but I don't agree, the master socket belongs to BT, its their property, not mine, even though its in my house, I cannot touch it, the only part I can touch is the backplate, for wiring extentions etc.

So why should I pay for the damage to their property.

I'll phone up Ofcom and see what they say, but I will fight this, as I don't believe I'm responsible.

Thanks to all

PS By internal fault, they mean extentions or your phone not working, I plugged my phone into the test socket and it didn't work, so that means the line is dead. So its a BT problem not mine.

sammyy

One time BT charged me £110 to come out when my broadband wasn't working.At no time did they tell me they were going to charge until I received the bill.We wrote to them and complained and they waived it so I would write to them and state that you wasn't told about the charge until after the engineer had fixed the problem.I can't see how they can inform you of charges after they have done it and not before.

kenshaz

sammyy wrote:

One time BT charged me £110 to come out when my broadband wasn't working.At no time did they tell me they were going to charge until I received the bill.We wrote to them and complained and they waived it so I would write to them and state that you wasn't told about the charge until after the engineer had fixed the problem.I can't see how they can inform you of charges after they have done it and not before.

Yes that is correct in my case,I was unaware until I received the bill,this seems to be the way they operate,it must be down to the repairers report,so question them,before and after the repair.

viktory

BT tried this with me. I have the line connected, then it failed. They sent an engineer who fixed the fault - then they charged me £55 for the call out. I disputed it and they removed the charge. Call BT and ask to have the charge waived before you got to Ofcom.

Not really on, but that's BT for you. Let us know how you get on.

Saucepot

BT are total rubbish. I switched to the Post Office. Got 50 notes (2x25 off 2 bills). Cheaper by around a tenner per quarter for my bills even without the introductory discount. Better by miles when you phone them up. You get to speak to someone, who is both nice and competent rather than the recorded messages of BT. I wouldn't return to BT if they were free.

bootcampbilly

I have to say wonderfullife that while I sympathise with you, I don't think that Ofcom will do anything for you.

If you read the small print in your contract with BT, it does state the charges.

wonderfullife_2

Hi
Phoned BT to complain, they said that yes they could charge me for this repair, but as I had pointed out that the engineer hadn't told me this beforehand, and had waited until he had done the job and was going out of the door, then as a "Good will" gesture they will cancel the fee.

Thanks very much I said, lovely BT

Thanks to all who replied.

PS For anybody interested, BT Complaints dept, this number puts you straight through, no option 1,2,46, etc.

0800 671 502

ahrimaniac

'Cheaper by around a tenner per quarter for my bills even without the introductory discount.'

Except for 0845 and mobile calls. Oh, and good luck using a CPS...