Phone master socket - are BT responsible?

wapow

My memory maybe hazey so MAYBE they can come and replace it for free.
Think about it though. You have tosit at home and wait for an engineer. He may or may not turn up as is the common case. Youve then wasted a day waiting for them. plus all the talks you have to have with BT about whos responsible and finally getting them to admit.

If you have the time then by all means go ahead and ring them to no end and get them to admit its them responsible and that they should replace for free or tell them you will fax the statement of your newly purchased faceplate and they can re-imburse.

It will be a great result if you got them to fix it for free! You can tell us all about it

wapow

If i was local i would gladly come and do all the oddjobs childless people need help with lol
But hey its all about the people getting out there and requesting help! Some find it so hard these days to ask they expect you a mind reader

JennyP

wapow wrote: »

If i was local i would gladly come and do all the oddjobs childless people need help with lol
But hey its all about the people getting out there and requesting help! Some find it so hard these days to ask they expect you a mind reader

Do you live in Yorkshire and can you set the video? :T

wapow

As a matter of fact, im coming to Yorkshire pretty sharpish! LOL! North Y. first, then York West, then back to the good South of England!

Videos are out! DVD's yo!

JennyP

BT man who was doing some work at the bottom of our road just told my partner that it IS definitely BT's responsibility to replace a faulty faceplate.

I emailed BT last week and asked them to confirm this. They didn't even reply.

BT_company_representative

Hi JennyP,

If you can send in your details we 'll check what's going on with this fault. You can get our "Contact us" link on our profile page.

Thanks,

Stephanie

JennyP

I've used the contact link from the homepage twice already!

Can you answer the question please Stephanie? If our faceplate is faulty - not damaged in any way by us, just faulty - is BT responsible for repairing / replacing it?

No-one at BT seems to want to answer this straightforward question in a straightforward way.

Perhaps you could post the answer on this website so it's clear to me and to other customers?

iniltous

Does your 'faceplace' have any wires/cable connected to it ( if you have any extension sockets the cable to those should be connected to this faceplate)..... there isnt a lot in the faceplate to go wrong, no electronics or anything ....it could be faulty, but its hard to imagine what 'fault' it could introduce, if BT came out and fitted a new 'faceplate' and the fault went, then this would obviously confirm the cause of the problem, but if they came and fitted a new faceplate and it didnt make any difference, then (as you said service is ok in the test socket) you would be charged...
I would borrow a faceplate from someone who doesnt have any wired extensions ( they can plug into their test port for the duration of this ) and try their faceplate on your socket to be sure thats what causing the problem...if your faceplate has extension wiring connected to it, its the wiring and or sockets that is much more likely to be causing your problem than the faceplate
Even if the faceplate were faulty, the only way it could really cause a problem would be if it were due to damage, (spilling liquid into it, or banging the hoover into it etc) then although its BT's responsibility, they would still charge as user inflicted damage isnt repaired for free
I suspect BT dont want to give a 'yes its covered by us' type answer because its not a question that can be answerd with a simple yes or no.

Steve_xx

JennyP wrote: »

BT man who was doing some work at the bottom of our road just told my partner that it IS definitely BT's responsibility to replace a faulty faceplate.

I emailed BT last week and asked them to confirm this. They didn't even reply.

If your phone service is with Plusnet then it is they who will fix the fault with your linebox. You should route the fault through them and not BT if this is the case. Though it will likely be BT Openreach who will turn up to fix the fault, this willbe at the behest of Plusnet who will discharge the liability to BT for repairing the fault.

To be clear here. The linebox and faceplate are as one. The responsibilty for this is with the telecoms company. Anything that you plug into it is your responsibility. If telephones, filters, routers etc are faulty then it will be your responsibility and you would face a charge if any of these things proved to be causing the hissing.

As others have said, if you have damaged the linebox then you would be liable for a charge to fix it. Similarly if the dropwire coming into the house gets damaged by a tree in your garden then I have heard that customers are charged to fix it.

Rosemary

When we are using broadband and the phone rings, the broadband drops out for a few seconds and then picks up again - for incoming or outgoing calls. BT operator (in India?), told me to try a couple of things - first was to remove the faceplate and connect through the test socket. It worked! So faceplate is faulty. Two different staff from BT say two different things - one says its the responsibility of BT and is in with our line rental, the other person says it is not under the warranty and we need to replace it! Who's right? Email to the BT web site does notwork - they are slow to reply.