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Scared you'll get charged £85 for engineer visit to fix YOUR fault?

AreYouHavingA_GIRAFFE

Regular Member
There may be a £85 charge if we send out an engineer to fix a fault or make an improvement, but it's free of charge if the problem is with our network outside the boundary of your premises.
Home boundary

You'll be charged if the problem is caused by things like:
  • 1. Your main socket, due to damage you've caused
  • 2. Your home phone extension wiring
  • 3. The way you've connected up your equipment
  • 4. Interference from something else in your home, like your phone, alarm system, or a faulty microfilter
  • 5. A faulty BT Hub that's out of warranty (your Hub is in warranty if you're in contract)
  • 6. Damage caused by damp, flood, fire, or building work
  • 7. Damage outside caused by things like broken guttering or trees
  • 8. Telephone wires that have been accidently cut

The boundary marked in the picture is only applicable to 4,6,7,8.

Even though 1 - 8 are all inside your boundary.

As long as this is not occurring 'inside your boundary' you'll be ok:-

4. Your router is on top of a faulty microwave in your kitchen. It happens. Seen it.

6. You lit a bonfire outside under your phone wire an toasted it. Done it.

7. You cut a tree down, like one in picture, inside your boundary and damaged a wire. Done it.

8. You accidentally cut the wire whilst painting the outside of house. Seen it.

If you were to:-

1. Spill coke in your master socket.
2. Randomly swap the wires in your extension wiring.
3. Connected your router with a damaged cable.
4. Put your router on top of the microwave.
5. Do all of this out of contract without having a 6. bonfire, 7. tree cutting and 8. decorating.

I am 100% sure you would be charged.

They read the £85 'riot act' to everyone. This is because they have to, it would not be fair to not tell you you may be charged, but it also puts customers off from complaining as being pushy may cost them £85.

All Openreach equipment up to and including the main 'master' socket is the responsibility of Openreach to repair free of charge unless you have accidentally/on purpose damaged it.


Hope this helps with your worries.
 

Mark.J

Administrator
Staff member
ISPreview Team
"Hope this helps with your worries."

Whose worries? Who is this for? Just seems like a very random new post without much context for why it exists.
 

AreYouHavingA_GIRAFFE

Regular Member
Sorry this is what neighbors are suffering with if you want to close it to comments please do.

Or does this already exist on this site? If so delete it. If not can you move it somewhere more applicable?

I am new to posting but an old hand at listening to BT/Openreach BS Tecno babble scare stories.

Most probably applicable to majority of ISP's if that helps.

Sorry if this sounds blunt. Fed up wit BT only 6 months to go.

Light at the end of the tunnel?
 

bagospanners

Casual Member
My experience is that Openreach will try it on even if the problem is entirely outwith your property. By all means get an engineer out but: keep evidence! Take copious timestamped notes of everything the engineer does, and photograph your master socket, router and cabling before and after the visit.

I was charged a £130 fee soon after moving into a property when BT/OR claimed that I'd simply not plugged in my phone. This was untrue - the line was stone dead when we moved in, and the engineer had to reconnect it at the exchange - but I'd neglected to create any evidence. I took my case to the regulator in the end and they found in BT's favour.

BT was my phone provider at that point and because of that I'll never use BT again.

On the second occasion, in response to an ADSL-only fault raised via my ISP, when the engineer arrived I kept copious notes and took photographs of my kit. The ISP came back to me after the visit and presented a claim from OR that they'd had to change some of my equipment's cabling. I was then able to respond with my log of the engineer's actions and state that I had before and after photos of the cables (marked with marker pen) that showed they'd not even been touched. OR went quiet at that point.

However with two other engineer visits since I haven't had a problem, including when the master socket and faceplate required to be replaced.
 
Last edited:

Captain_Cretin

ULTIMATE Member
My line is being bashed to bits (again) by a tree on land owned by The Morgan Car Company; I am seriously considering going over and chopping the thing down one night - carefully aimed so it goes through their workshop roof!!

Long gone are the days when BTOR would cut back the trees, then charge the owners.
 

AreYouHavingA_GIRAFFE

Regular Member
That's what wayleavs are for to pay for among other things maintainance at the land owners expense. Unless their land is the size of a postage stamp and have rights to fly wires. In that case unless your going out with the CEO's daughter you're doomed especially if BT is your ISP.
 

ManOfMeans

ULTIMATE Member
My line is being bashed to bits (again) by a tree on land owned by The Morgan Car Company; I am seriously considering going over and chopping the thing down one night - carefully aimed so it goes through their workshop roof!!

Long gone are the days when BTOR would cut back the trees, then charge the owners.

Wont they chop it down to build more cars with?
 

Captain_Cretin

ULTIMATE Member
Wont they chop it down to build more cars with?
Interesting thought; but I dont think it is a variety they use.

Irritating thing is, they chopped down some trees along the frontage, but left the ones at either end of the row that stand right next to telegraph poles and keep ripping the BT terminal boxes off during high winds.
 

AreYouHavingA_GIRAFFE

Regular Member
Or are you dealing with the landed gentry who have spent the wayleave payments on a Roller and have had to sack the gardener because they can now longer afford the petrol.

Even if you doff you cap like you mean it, not, unless the drafty old hole they live in is short of firewood your odds don't look good.

Sorry to my landed gentry friends but for FS don't let the dogs pea up the chipendales cling film will make things worse. On the plus side now, Henry R.I.P. kept my seat warm for years, the great dane is dead and at least the Canaletto is safe now.

Bang on the door they can at worst tell you to FO unless they are your landlord.

In that case Double Doom.
 

AreYouHavingA_GIRAFFE

Regular Member
No, Just life getting F....D by BT and having a life whilst 'people' get violated every day by Openreach. I have just observed this from you may say a privileged position, NO , I'm the doff capping T..T who used to work for them. Retired got F....D by Openrach and BT at same time. BLACKLISTED.
CapFlowtext.jpg
CapFlowChart.jpg


On Tuesday I will be the 28th time they've F....D me in 13, unlucky for me, months.

They don't like it up um.
 
Last edited:

Captain_Cretin

ULTIMATE Member
Are the trees part of the factory?

Can't there maintenance people deal with it?
Trees were originally put in to hide the factory, but grew too tall about 70 years ago. They have people go around trimming the weeds and painting the rusty fence, but the trees need a specialist, as they are over 40ft tall.
 

Captain_Cretin

ULTIMATE Member
Whisky, chain saw, hospital, police station.
Good news, I have access to the first 3, but the local station was closed years ago; 2 cars covering over 120sq miles of villages and country lanes most nights.

Actually, a chainsaw would be too noisy, I have a couple of very sharp lumber saws.
 

butler

ULTIMATE Member
I only have sky available here so cannot play off against Virgin! lol
 

stoatwblr

Casual Member
There may be a £85 charge if we send out an engineer to fix a fault or make an improvement, but it's free of charge if the problem is with our network outside the boundary of your premises.

Given the myriad problems with ECI DSLAM cabinets I'm surprised there aren't any "accidentally/on purpose" incidents involving them and a HGV reversning onto the footpath or bucket of thermite
 
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