BT - Do they provide an installation warranty?

foxy219

I no longer have a BT account having moved from them earlier this year, although I have a problem with my phone line - basically in November last year I had an engineer out who replaced the main box (at a cost of £125) now I have exactly the same problem again - no dial tone, and when using the master socket no internet connection either, but using the test socket I do get a dial tone and internet connection. Most companies provide a 12 month warranty - does anyone know if this applies with BT? Thanks in advance

Mark_In_Hampshire

There's no warranty. BT Openreach are responsible for the line up to and including the master socket, and there's no time limit on that. Your scenario is a little unusual however - if it works in the test socket, it ought to work in the master socket since it's the same box.

Corrosion can be a cause, for which you can be held responsible for the cost of replacement if e.g. it has been water damaged by someone dropping coffee into it.

foxy219

Thanks Mark in Hampshire - however the master socket is in the bedroom behind a bedside cabinet and absolutely nothing has been spilled in it. When it was replaced last year it was because my OH was stripping the wallpaper using a steamer so I can sort of justify the cost - this time I can't! Do you think it is worth me phoning them and pleading my case? As it works in the test socket I am reluctant to have to pay out, but whilst I am within the 12 months I thought I may get somewhere.

Mark_In_Hampshire

If the master socket needs replacing then BTO should foot the bill. Unless they can prove it has been damaged by you. But then you've been there before

Personally, if I knew I hadn't damaged it, I'd proceed with the "repair", and if I got charged, I'd migrate my telephone service to another provider and explain to the former provider that I would not be paying unless they can prove that I'm responsible.

It isn't like with car parts where you can keep the old parts and have someone else look at them to give a second opinion as to whether they needed replacing, because you own the original car parts - but you don't own the master socket.

iniltous

If you are no longer a BT (retail) customer how can you call and plead your case ?, you have to report line faults to whoever your landline supplier is.....you cannot call Openreach.
If the master socket is in the bedroom behind a cabinet and your line works in the test socket then its probably not BT/Openreach fault...does the removable part of the master socket have a cable connected to it, when you reassemble the master socket any extension wiring or sockets are re-attached to the line and any faults on that wiring or extension sockets could stop your line working and are not BT/OR responsibility, but yours.
If you dont have any other sockets (and nothing connected to the removable part of the master socket), the test socket works, but when assembled the master socket doesnt work, then provided it hasnt been damaged, then you should be able to report the line faulty without worry, but given that when you reassemble the master socket its just a mechanical plug into socket arrangement, there isnt a lot to go wrong, corrosion is about all that can cause your symptoms, and if you got it wet, then thats not classed as fair wear and tear and would probably charged for..

foxy219

Except it hasn't got wet - the phone rang at 3.30 on the day without a problem, an hour and a half later it wasn't working. I have reported the fault to my telephone provider, they have told me that I need to contact BT. I obviously can't migrate to another provider as I already did that (due to the cost I paid last time), nothing has changed at all, and until my provider asked me to I hadn't touched the master socket. I think I might call BT and see what they have to say for themselves.

System

Were the same items plugged into it both times that it failed?

If so it sounds as though one of the items is damaging the passive components fitted in the master socket.

littleboo

Your telephone provider is misleading you. If you call BT, you will be speaking to BT Retail and you are not their customer. BT Openreach would have done the repair, they only deal with service providers and not end users. Your provider needs to get Openreach involved.

iniltous

foxy219 wrote: »

Except it hasn't got wet - the phone rang at 3.30 on the day without a problem, an hour and a half later it wasn't working. I have reported the fault to my telephone provider, they have told me that I need to contact BT. I obviously can't migrate to another provider as I already did that (due to the cost I paid last time), nothing has changed at all, and until my provider asked me to I hadn't touched the master socket. I think I might call BT and see what they have to say for themselves.[/QUOTE]

If you dont have line rental with BT, when you call them they will 'say sorry contact your own service provider'. You dont say who they are, but whoever you pay line rental to, is who you should report faults to,if you have already called your SP and they told you to call BT you should have asked them to take responsibility as its they who need to ,first test the line, then arrange a engineer visit ( if one is reqd)
As its Openreach who would attend to any problem on the network and they only deal with service providers not end users I'm curious how your SP expects you to be able to contact OR, and as I said BT (retail) if not your provider wont report a line fault on your behalf, why would they ? they way the system works is if OR thinks charges apply they bill the SP who usually pass the charge onto the end user via the SP billing system, how could BT Retail bill you if OR charged them.