Bt rep

I_know_my_ABC_and_my_CMYK

What actually constitutes as customers wiring?

I have a £130 charge from an engineers visit on my phone bill to fix my line. The problem was the connection which joins onto the BT connection just as it comes into the house.

We were actually without a phone for just over 3 weeks.

I can't afford this charge as I'm on benefits, can it be removed at all?

Browntoa

I am not clear , outside the property or inside ??

customer wiring is any extension cable fitted to the internal NTE5 by anyone else apart from BT

I_know_my_ABC_and_my_CMYK

It was just inside, originally fitted by BT

Buzby

The 'Demarcation point the the Linebox Master or NTE5/e which provides the transion between BT's network and your own wiring (which historically may even have been installed by BT). THe only way you can be held liable for issues prior to the Linebox, is if you cause issues with the dropwire (drilling through it, hammering a nail through it or some function under your direct control). There are of course times where the Repair Guy ticks the wrong box and makes a free visit chargeable.

What did he do, and where?

I_know_my_ABC_and_my_CMYK

I'm not sure exactly what he did but will get back to you. I need to email someone who was here at the time who is out of the country so will be back tomorrow.

I_know_my_ABC_and_my_CMYK

Ok got him on the phone now.

The guy changed the junction box as it had had its day, and he then changed the gold socket in the lounge as he said it looked tarnished, but there was nothing wrong with it to a white socket. The change of the socket was his choice.

The junction box in the kitchen was the problem.

The cable line comes from the telegraph pole in the back street into the kitchen.

We asked him if this was going to cost and he said no.

We had no problems until someone tried to burn down the telegraph pole and it took them over 2 months to fix it.

Mark_In_Hampshire

BT Openreach are responsible for the line up to and including the master socket (or all the GPO supplied internal wiring if there is no identifiable master socket) so there should not be any charges levied for repairs to do with any of that unless caused by you.

So, if, for example, when the engineer arrived you had two sockets in the house with phones plugged in, one wasn't working, that was your extension that you'd put in, then you get charged for repairs to your own stuff. Basically, you've employed an expensive repair man at your own cost to fix something you could and should have fixed yourself.

On the other hand if none of the phones worked and replacement of the master socket fixed it, then that's the fault, and there should be no charge.

Do keep us updated - this topic (erroneous and/or fraudulent charges) features regularly, when there are ten I'll send them all over to Watchdog to see if they would like a comprehensive list of threads posters and problems to see if they'd like to feature this topic again on the programme (they have been caught on this before). I have eight so far.

In the meantime, put this amount into dispute and just pay the remainder. (If you pay by direct debit, then you're stuffed, basically, unless you cancel that and go back to manual payments)

spike7451

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

I_know_my_ABC_and_my_CMYK

Quick update

I have just spoken to BT and they have refunded the £130 with no problem.

So, my heart rate is coming down now

Thanks to everyone who posted:beer: