BT- phone line external terminal box, cover broken cables exposed to elements

freezspirit

Today I discovered the external telephone terminal box cover missing and the cables exposed to the weather. So several phone calls to BT (sorry to say sounded like an Indian call centres) long call waiting when I finally first get to speak to someone, I told her it was the external terminal box on the bungalow building and I was worried that the cables were exposed to the rain and that the phone call as I was speaking sounded poor as there is a crackling noise. And that we are a disabled family in fact dad has just returned from hospital, terminally ill with cancer and had to move his bed to front room, so need working phone for doctor/nurse etc calls. I'm already stressed out.


She says I have to do tests on the internal line before she can bought a technician but I may be charged, she calls me back to say no fault on the line. Tells me to remove cover on master socket and put the phone on the main test socket.


I ring again as she does not call me back, say again what the problem is and that I am speaking from the test socket, again explain the family situation, she can book an appointment for Monday, I'm crying at this stage as I'm trying to report broken BT property and all they are concerned about am I aware that if the fault is found on my property I will be charged. She says only if its inside my property will I be charged. I say its on the external wall, she says fine you won't be charged then Madam (sort of drove me mad as I'm not married).


Even though both parents are elderly, disabled and terminally ill can't be done any earlier as although sound quality is not good can make and receive calls if line was dead could come sooner. I say Monday Ok also she will phone on Tuesday to see if it has been done and is working so I felt reassured.


2 hours later get a call from an Indian man to make me aware that if the fault is found to be on my property I will be charged £129.99 I explain its the BT terminal box and that I'm not happy to pay but a technician has to come out ok I will rebook for Monday 8am-1pm.


So if a BT rep could tell me if I will be charged or not Its more stress than I need.

Browntoa

I see an identical thread the other day and I'm sure as the box is on your property , ie between the pole and where it comes into the house it was your responsibility but I would argue that it's their installation in the first place , not your choice and it's down to them. Is the cover not laying in the garden somewhere and a neighbour could fix it back on ?

Browntoa

Or spray with wd40 and then cover it with anything that will stop the rain getting in it

tumbledowngirl

Browntoa wrote: »

I see an identical thread the other day and I'm sure as the box is on your property , ie between the pole and where it comes into the house it was your responsibility but I would argue that it's their installation in the first place , not your choice and it's down to them. Is the cover not laying in the garden somewhere and a neighbour could fix it back on ?

It's my thread - and yes, we have been charged £144 to have the cover replaced, but are disputing it.

Browntoa

Thank you, did search and couldn't find the thread

tumbledowngirl

Browntoa wrote: »

Thank you, did search and couldn't find the thread

It's "P.O home phone - unfair call out charge?"a few posts below this one.

freezspirit

Found the cover but no way I can get up there safe own my own or how to reattach it. To be honest looking online all the information says I can't touch this box as its BT property only the internal box can I touch.

Browntoa

Drop a message to the bt rep, there's a link in their profile


http://forums.moneysavingexpert.com/member.php?u=687371

With a link to this thread

tumbledowngirl

Freezspirit - please can you let us know how you get on, either with the BT rep here or with BT. I would be very interested to hear the outcome.

freezspirit

Will do tumbledowngirl. Have also filled in a form for the BT rep so will see if I get a response.


I found the cover after ringing BT when I went out to take the photos.


I will expect an OpenReach engineer 8am-1pm on Monday. If BT say I have to pay I will dispute as its unfair for my parents in their state to pay.

snab

Chances are the engineer will turn up with a right when tested fault report to look into and it probably won't include anything about a missing box lid.

He'll dismantle your master socket and test the line. If it passes he'll leave and charge your provider for the visit.

Whether or not they pass that charge on to you is up to them.

Depending on the engineer will depend on whether he gets his ladder out and refits the box lid (he's not supposed to and if he does it should be replaced with a new bullet shaped closure).

I'd suggest you either get a ladder out and fit it on yourself, it'll clip on no problem. 3 holes to the bottom.
Or alternatively try this (its lifted off the Openreach webpage)

Damage:If you see broken or missing manhole cover, telephone poles that have been blown down by gales, street cabinets that have been affected by flooding or obviously vandalised, please dial 0800 023 2023 and select Option 1. (This number is reserved for calls about our network. The operators won’t be able to help with other issues.)

If they take it on then they'll send out an engineer to 'make it safe/ fix it' usually within 4 hours. That can't be chargeable as it doesn't get recorded against your number as a fault.

If they agree to send someone out then phone your provider and cancel the appt for next week.