AVOID PAYING BT FAULT CALL OUT
THIS GUIDE IS INFORMATION ONLY ON THE BEST WAY TO RAISE A DISPUTED CHARGE TO BRITISH TELECOM ( BT)
I am sure all you bt subscribers out there are aware that when you experience a fault on your telecom service an openreach engineer will call out after bt do some basic checks. now often they will find and repair a fault outside of the home no problems or charges, however there is a lot of time that a charge will be raised to your account. I am going to provide you with the basic information to avoid a call out charge in the first place
bt will tell you to remove the front cover on the master socket only (must be master socket). you can tell the difference because the master will be a small square white box, it will have a split in the middle and the bottom half will have the telephone connection in the middle of it with two screws one each side of it. now remove the screws the cover will drop down, if you plug two different landline handsets into this phone and they both have the same fault then it is 100% a fault outside of the home. simple
Bt can charge for damage even if its not your fault. if your workmen dig through your underground cable its your bill that will be charged. the charge is around £65 per hour plus vat plus call out charge of £55. if you are getting your windows replaced and the cable used to come through them this is a chargeable repair. openreach can only also replace cables the same way and in the same position they were before the fault. so bear this in mind
IF YOU GET CHARGED
When you call into bt faults they will log the fault. a lot of the time the fault gets diagnosed to be LN (LOCAL NETWORK), EX (EXCHANGE) CA ( CUSTOMER APPARATUS) OR CE ( CUSTOMER EQUIPMENT EXTERNAL).
The chargeable locations are normally CA OR CE - IF ITS LN, EX or OTHER EXTERNAL FAULTS THEN YOU SHOULD NOT BE EXPECTED TO PAY FOR THE REPAIR (unless damage fault etc etc or own non maintained equipment at fault. this includes any handsets not rented or bought direct from bt in last 12 mths. not all bt handsets are maintained as if you buy them from argos etc etc its them you need to take them back to.
the advisor will log the fault and tell you what will happen. often they will say its outside the house but you may still get charged they forget to mention this part). they have something called CAPC - this means customer advised of possible charges. this has to be explained in full on every call without fail. the statement they read is something liek the following
i need to inform you if the fault is proven to be with non bt maintained equipment there is a possible call out charge of £65 plus vat and a hourly repair rate of £55 plus vat charged by the hour or part of the hour.
When you call in if they dont state this you cannot be held liable for the charges. so the first thing to do is question weather you were advised. if they have recordings they will check but mostly the check to see if the adviser ticked that box. if not your charges have to be removed. You have the right to dispute all charges, now first the adviser will try to maintain the charge and give their reasons. you then can ask to dispute them further. it will be sent to a resolution centre who will review the fault log and give you a result. when raising a dispute you need to ask whether you ere CAPC - and also what location the fault was because like i say ln ex are not normally your fault. if the fault log shows ln and you were charged and not capc you will get a refund of the charge.
PLEASE BEAR THIS IN MIND
THERE IS ALSO HELP NUMBERS YOU CALL CALL TO GIVE ADVICE ON WHAT CHECKS TO DO BEFORE YOU CALL BT
check your phonebook
PLEASE UNDERSTAND THIS FREE INFORMATION IS ONLY THAT AND IT CANNOT BE USED TO FORM YOUR DISPUTE. YOU MUST DO FULL CHECKS AND RULE OUT YOUR OQN EQUIPMENT BEFORE CALLING BT. AND ANY CHARGE IS NOT ALWAYS REMOVED IT MUST BE IF AND ONLY IF BT ARE AT FAULT.
i cannot be held responsible for results in claims or any damage you cause doing checks. please call bt if you are unsure