BT- when free means £90

imaginarynumber

Gemma_ wrote: »

You would be wrong, the router is the customers, Unless you are on virgin then they own the kit. But that router is not BTs responsibility.

As for the filter not being the root cause. Did you try other filters?

thanks for the info re responsibility for the hub, surely even though it is "free" the sale of goods act still applies?

i did mention trying other filters, belkin ones which incidentally have a lifetime warranty. ADSL only requires a filter to filter out the modem noise for voice callers so i even unplugged the phone and did away with any filters for awhile.

agrinnall

imaginarynumber wrote: »

Hadn't thought of the ombudsman, thanks. what kind of time scale are you looking at?

It was a couple of years ago so I can't quite remember the exact timeframe, but I think it took the Ombudsman a few weeks to adjudicate and a few more for BT to pay up and issue a rather grudging apology.

imaginarynumber

hurrah...

After things were escalated the "final appeals" team took the time to listen to the earlier phone conversations rather than just start from a default position of assuming that the customer is a liar.

They even went back as far as the last/previous engineer report which mentioned that a new NTE5 box was fitted with NO extensions. Now that they understood that the BT Openreach engineer had only worked on BT's property they were willing to refund the £90 and offered a free month of line rental as a gesture of goodwill (when pushed).

I was happy to accept that his (the engineer's) report mentioning interference could suggest that there was a customer-side issue. I remain more than slightly irked that no other member of staff up to that point had been bothered to apply a modicum of common sense and accept what they had been told by me. I also questioned the tone of the "we will make an exception on this occasion" apology.

Never-the-less the matter has now been resolved.

I would like to thank all of those that took the time to offer me advice.

Warmest regards.