Expensive solution - BT Broadband

michaelgn

I have for the last few months been having problems with my BT Broadband connection. I have used the Bt Fix it solution centre
and have still had problems and had to resort to telephoning BT
call centre. The last occasion I was told that my BT phone line socket was faulty and that I would need a BT engineer to solve the problem and the cost would be £30 to £40 pounds. I said that the phone socket was as I understand part of my Line Rental and as such I would not pay this amount.The BT contact said that he would check with his supervisor. He came back to me and stated that the problem woud be sorted by a BT engineer and that the charge would be wavered, he then proceeded to make an appointment for the engineer to come to my house to fix the problem. Date arrange and time given as between 1 PM and 6PM
I made arrangements to be at my house at the specified time,the Engineer did not show.
I contacted BT call centre to ask why there was no show from the Engineer. -The reply was that I had not been told that I was eligible for a free repair. So the appointment was cancelled without informing me. On asking the operative to check the recording of what was said, He came back and confirmed that what I said was true. but he could not agree to the free engineer as the cost of the Engineers time and Plastic box would be £130 and I was not entitled to this for free.I then asked to speak to a supervisor, who then informed me that I was not entitled to this visit as the cost would be in excess of £300. I then asked to be called back by someone with more authority to sanction my repair.
After a brief discussion I was offered a free plastic face plate which I was informed would solve my problem and that it would be a simple fix.
To any BT staff whom I assume check this Forum, may I ask the following;-
Why was I not informed that the engineer would not be coming [wasted six hours of my time waiting]
Why was I quoted three different prices for work that was supposedly a simple fix.
Who pays for my inconvenience of waiting for a non existent engineer.
If as stated it was a simple fix, why not save the grief and supply me with what is required to access my already expensive Broadband

What do I pay line rental for if I have to fix the problem myself.
If my BT connection is faulty, surely this is what I and millions of other customers pay for as without a repair or replacement box I cannot access workable Broadband.
Has anyone else come across a similar situation??
Bet I am not the only one.
Will keep you posted on the outcome

macman

What is the nature of the fault? If you have a fault on the line (noise, crackllng etc) then you need to report it as a line fault, not a broadband fault.
If the fault is downstream of your NTE5 master socket (on your extension wiring, extension sockets or equipment), then it is not BT's responsibility and you will be charged a minimum call out fee of £130. Any quote of £30 to £40 is nonsensical. BT will charge you £130 just to attend.
What tests have you carried out to establish where the fault is?

skint999

macman wrote: »

What tests have you carried out to establish where the fault is?

Take a look at the BT care chanel on youtube for equipment checking, its a little more informative

http://www.youtube.com/user/BTCare

BT_company_representative

Hi michaelgn

I have seen your post and would like to look into this for you, if you check out my profile section you will find my contact details, if you send you details over I will gladly look into what happened for you.

Regards David

michaelgn

Hello David

Thank you for your reply -please can you give ne an e mail address or tel. number so that I can contact you
Michaelgn

michaelgn

macman wrote: »

What is the nature of the fault? If you have a fault on the line (noise, crackllng etc) then you need to report it as a line fault, not a broadband fault.
If the fault is downstream of your NTE5 master socket (on your extension wiring, extension sockets or equipment), then it is not BT's responsibility and you will be charged a minimum call out fee of £130. Any quote of £30 to £40 is nonsensical. BT will charge you £130 just to attend.
What tests have you carried out to establish where the fault is?

Hello
thanks for your reply.
So what you are saying is that my line into my house [master socket] is the responsibility of BT - I have no other extensions or sockets in my home.
The contact at BT centre in India was adamant that the wiring and box inside my home were my responsibility and that I should get a local engineer to fix my problem at my own expense.
It is crucial that I have the correct info on this matter - hope you can advise

thank you

macman

I repeat-everything up to and including the NTE5 is down to BT.
Anything beyond it is down to you.
The only exception is if the damage is user-inflicted (i.e if you smash the master socket with a hoover).
What the call centre script-readers were telling you is that if the fault is on your side of the NTE5 then you wil be charged.
Have you carried out the suggested tests?

michaelgn

macman wrote: »

I repeat-everything up to and including the NTE5 is down to BT.
Anything beyond it is down to you.
The only exception is if the damage is user-inflicted (i.e if you smash the master socket with a hoover).
What the call centre script-readers were telling you is that if the fault is on your side of the NTE5 then you wil be charged.
Have you carried out the suggested tests?

Thank you for your reply - I will let you know how I get on

davmail

macman wrote: »

I repeat-everything up to and including the NTE5 is down to BT.
Anything beyond it is down to you.
The only exception is if the damage is user-inflicted (i.e if you smash the master socket with a hoover).
What the call centre script-readers were telling you is that if the fault is on your side of the NTE5 then you wil be charged.
Have you carried out the suggested tests?

On our phone line,which we have had for 16 years,the little shutter where you plug the phone in,got stuck,the line is and always has been BT,we rang them up to tell them,they said it would be fixed for free,as was fair wear and tear,which it was,the engineer came,took him 5 mins to fix,said there would be no charge,guess what?BT charged my wife £130:00 to fix it!!!!She complained bitterly,but they would not budge,even got quite nasty about it,NEVER TRUST WHAT BT SAYS TO YOU.They just see customers as money making machines,even when it is their job to fix,so,the cable and faceplate may be BT's responsibility,but they WILL charge you.:mad:

macman

No doubt they justified that as 'user-inficted' damage-which is chargeable.
Absurd.

grumbler

*AFAIK*, the faceplate is not their responsibility and replacing it is an easy DIY job, e.g. you can buy a faceplate with built-in filters and two sockets: for the phone and for the router.