Worrying about BT engineer's call out fee

Cavs_2

Thanks for your thoughts.

We are BT customers, so I get the feeling that the engineer didn't know what he's talking about re the Exchange. Customer Services didn't advise my husband to try anything, so I'm still of the opinion that they failed in their role.

I'm waiting to hear from the BT rep, but if all else fails my husband will have to try and reason with them over the phone!

macman

The engineer you had was from BT Openreach. You have been charged by your provider, BT Retail, who in turn have been charged by OR. So you need to convince BT Retail that the charge is invalid and that they should recover the charge from OR.
BT Retail and BT Openreach are entirely separate companies.

Cavs_2

We didn't give up and today we had a call to say that the fees (£127) had been reimbursed to our account. BT had listened to the original recorded conversation that my husband had with one of the customer services people, and they confirmed that he hadn't been given all the appropriate advice that he should have received. Result!

rev_henry

Cavs wrote: »

We didn't give up and today we had a call to say that the fees (£127) had been reimbursed to our account. BT had listened to the original recorded conversation that my husband had with one of the customer services people, and they confirmed that he hadn't been given all the appropriate advice that he should have received. Result!

Excellent! Thanks for letting us all know how you got on.

spike7451

Actually,BT do this all the time,try & pass any charges onto the customer which contradicts BT's own terms...

Do I have to pay for a fault repair?

We can repair many line faults at the exchange or on the network. Others require a visit by a BT engineer. There is no charge for these repairs. We will only charge you when one of our engineers visits your property and finds that the fault could have been fixed by you. For example, if your phone is broken or has been left unplugged.

https://www2.bt.com/static/i/microsite/help_and_tips/faults/faq/faults_faq2.html

BT tried it on with me,the fault rep on the phone tried to dodge & then stumbled when I informed her I was a Service Tech with NTL & fixed phone faults on a daily basis..The engineer came out & said it was my extension wiring,without looking at the NTE5 it ran off,heck he didn't even have a Butt Phone to check the line with him,so he used mine (Butt Phone is a test phone used by phone engineers to test lines) & agreed the fault was from the NTE back.Thankfully,either he got it right or BT read the notes on my account & didn't charge me.

Using BT's own website above,skintlass was able to get her charges reversed.

https://forums.moneysavingexpert.com/discussion/2855286