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BT Openreach Cable From Telephone Pole Attached To Upstairs Window - New Windows Planned

bristolleedsfan
Posts: 12,421 Forumite


Having gone on BT Chat fully explained problem that I have and had wrong type of appointment booked, dialogued with BT on Twitter, outcome advisor initially said I am just going to get this sorted for you without charge, she then discovered in this situation customer has to contact Openreach themselves where their is always a charge, she basically said that Openreach will not do any work until a charge is paid, seems to me reason for change from BT arranging work for customer via Openreach, BT previously had discretion to waive charges which will now be a lot more difficult to get waived.
I had already completed enquiry form yesterday pointing out that I should not have to pay to have cable removed from Window being as BT engineers chose to attach cable on house window upstairs.
On face of it would seem logical to pay any charge, register unhappiness about doing so and then complain about charge having been applied.
Would appreciaite any tips/input on this subject, I am BT customer TIA
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BT and Openreach are two seperate companies now, so that's why they've passed you to Openreach, as it is not their asset.1
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It's a standard charge , your request , you pay for it .Ex forum ambassador
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Browntoa said:It's a standard charge , your request , you pay for it .
BT engineers once upon a time chose to attach cable that goes from BT pole in the road to upstairs house window, due to their actions in doing that, having to pay a charge to detach their cable from window due to repacing windows doesnt seem fair or right, you are correct I will have to pay the charge in order for them to detach the cable then I will complain and see where that gets me.
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bristolleedsfan said:Browntoa said:It's a standard charge , your request , you pay for it .
BT engineers once upon a time chose to attach cable that goes from BT pole in the road to upstairs house window, due to their actions in doing that, having to pay a charge to detach their cable from window due to repacing windows doesnt seem fair or right, you are correct I will have to pay the charge in order for them to detach the cable then I will complain and see where that gets me.Many things in this life don't "seem right or fair" and are a result of historical decisions made, well, in the past. Standards and "the norm" of doing things change over the years.It's not the modern day BT's fault some engineer 20 years ago followed what may have been corporate policy at the time to attach a telegraph pole cable to the window. Satellite dishes used to be stuck on chimneys (a lot probably still are) where available, but modern installations are stuck on walls (and satellite engineers I believe can't work on flat roofs either). If you need a new LNB and your dish happens to be stuck on the chimney, Sky will still almost certainly charge you to move/replace it even though they may have stuck it up there in 1994 in the first place.1 -
In many situations, what was acceptable in the past may not be allowed today , your phone line is currently working , it’s your ‘choice’ to ask OR ( via BT ) to alter the method of service , the fact that you need this done because you are replacing the windows, from OR point of view is irrelevant, if you didn’t do this work , OR wouldn’t have to visit ( so would have no extra costs )
I dare say the window company will be using scaffolding to access the upstairs windows , not that long ago they would do this from ladders , but what was acceptable in the past isn’t anymore , no doubt the charge for your windows is increased as a consequence of using scaffolding ( it’s more expensive than working from a ladder ) but that extra expense hasn’t deterred you from doing the work, much like paying to shift a working line shouldn’t.
Its not recommended , but if the line were ‘cut’ , when service was restored it wouldn’t be put back to the window frame , but there would still be a charge ( for the damage ) and obviously more downtime that a managed shift of the dropwire0 -
Have the windows people said it needs moving before they change the windows? Some are quite resourceful and will sort out the problem themselves.Tall, dark & handsome. Well two out of three ain't bad.1
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EssexExile said:Have the windows people said it needs moving before they change the windows? Some are quite resourceful and will sort out the problem themselves.Surveyor to take exact measurements etc in ten days time, I did not mention it at time of order as after going on BT Chat, advisor said he understood what I meant, was taliking to engineers and had arranged appointment with no charge, he made wrong type of appointment which has now been cancelled, I have been advised he did credit £40 to my BT account to cover that particaular appointment charge.Cable itself goes from BT mast in road to being attached to facial boards that had been replaced since 2007, attached to two windows via four clips, cable then goes into house upstairs, Window company T+C indicate that they would not move the cable as if got damaged would be its faultInteresting reply on BT Forum from 2016, I might post asking as well "https://community.bt.com/t5/Archive-Staging/Line-through-window-frame/td-p/1588619". "As that part of the line is classified as being on the Openreach network they are only permitted to carry out the work required to relocate your line. This is referred to as a Shift and is free of charge as BT installed the cable through your window frame"
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Rather than cherry picking the parts of the linked thread that suit you, I suggest reading further down, in particular the post from Devon_Dave.Never assume that forum posts from the previous decade still apply today. That may have been the case in 2016. but it may not be the same in 2021.3
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Neil_Jones said:Rather than cherry picking the parts of the linked thread that suit you, I suggest reading further down, in particular the post from Devon_Dave.Never assume that forum posts from the previous decade still apply today. That may have been the case in 2016. but it may not be the same in 2021.1
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Our cable goes onto the fascia at the back of the house then down and through by a window. Both companies who replaced the fascia for us a few years ago and windows last month moved and reattached cable with no issues. In fact when our neighbours either side had these replaced these also did the same, perhaps our set up is slightly different to yours but I had no idea Openreach would need or be expected to do this.1
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