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Fault on BT landline - has anyone been charged £130 |
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#1 |
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Forum Member
Join Date: Oct 2005
Location: Cornwall (at last!)
Posts: 5,641
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Fault on BT landline - has anyone been charged £130
Pretty much as the title says.
I had Infinity installed to weeks ago (and a strange set up it was.) my two neighbours have also had Infinity and non of us has had the same installation.. I was told I would have to have an engineer install as I would need a new, two port, master socket - as was my neighbour. However he has the Home Hub 5 fitted and it plugs directly into the DSL socket. However i have been installed with both the Home Hub 5 AND an additional modem. Meanwhile my other neighbour, who is having Infnity installed on Wednesday and also has the old style socket (as previously did my neighbour and I) and has been told he isn't getting a new socket and the ADSL filter he uses will be enough. Anyway. I have had nothing but problems getting on line with Infinity and there have been many MANY calls to their "technical" help. Then, last Thursday my phone line stopped working completely. An engineer has been scheduled to visit on Thursday 5/2/15. I have been warned however that I may be hit with a £129.99 charge if the fault is found to be my fault. I assumed this would mean anything on "my" side of the master socket. I'm told that , no, it could be many things including trees, damp or corrosion of the cable anywhere on my property. Has anyone ever been charged, and how do they prove that corrosion is the problem as it could fall anywhere inside or outside my house up to the cabinet? |
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#2 |
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Join Date: Jan 2011
Location: Saddleworth
Posts: 288
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#3 |
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Forum Member
Join Date: May 2004
Location: Reading
Posts: 27,886
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Quote:
Pretty much as the title says.
I had Infinity installed to weeks ago (and a strange set up it was.) my two neighbours have also had Infinity and non of us has had the same installation.. I was told I would have to have an engineer install as I would need a new, two port, master socket - as was my neighbour. However he has the Home Hub 5 fitted and it plugs directly into the DSL socket. However i have been installed with both the Home Hub 5 AND an additional modem. Meanwhile my other neighbour, who is having Infnity installed on Wednesday and also has the old style socket (as previously did my neighbour and I) and has been told he isn't getting a new socket and the ADSL filter he uses will be enough. Anyway. I have had nothing but problems getting on line with Infinity and there have been many MANY calls to their "technical" help. Then, last Thursday my phone line stopped working completely. An engineer has been scheduled to visit on Thursday 5/2/15. I have been warned however that I may be hit with a £129.99 charge if the fault is found to be my fault. I assumed this would mean anything on "my" side of the master socket. I'm told that , no, it could be many things including trees, damp or corrosion of the cable anywhere on my property. Has anyone ever been charged, and how do they prove that corrosion is the problem as it could fall anywhere inside or outside my house up to the cabinet? If it was simply down to something like a poor joint in an Openreach junction box somewhere then I can't see how they could charge you as that is nothing you could have control over. |
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#4 |
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Forum Member
Join Date: Oct 2003
Location: Darn Sarf
Posts: 28,724
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Quote:
Has anyone ever been charged, and how do they prove that corrosion is the problem as it could fall anywhere inside or outside my house up to the cabinet?
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#5 |
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Forum Member
Join Date: May 2004
Location: Reading
Posts: 27,886
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Copious quantities of tea/coffee and hob-nobs work wonders.
![]() Mind you I have noticed over the years that there seem to be two main types of Openreach engineer. The total jobsworth and those who are willing to go the extra mile to do the job. Just hope you don't get a jobsworth! |
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#6 |
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Forum Member
Join Date: Oct 2005
Location: Cornwall (at last!)
Posts: 5,641
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Thank you all.
I'm always nice to any engineer that visits, whatever has gone wrong, they are there to help. Hob Nobs on standby. |
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#7 |
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Forum Member
Join Date: Jun 2006
Location: Cornwall
Posts: 2,714
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I took out sky broadband and had nothing but problems had an engineer out who was BT Openreach and he sorted the fault which was actually in my home. He put it down to a lightening strike that did something to the wires. He said it was pretty common. Anyway as it was actually in our house he said he was supposed to charge us but he said that was wrong as that fault was not our doing and he put it down as the fault being outside the house so we didn't get charged. That was last week.
Like people said being friendly and having a chat with the guy helps lol. |
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#8 |
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Forum Member
Join Date: Sep 2003
Location: Sandy Heath, Beds. UK
Posts: 10,374
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OP, if your actual phone line has stopped working it's unlikely to be your equipment unless you are doing something very silly.
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#9 |
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Forum Member
Join Date: Mar 2007
Posts: 290
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Yes what they mean is if you call them out moaning your line is down and it turns out to be your cheap router or pc at fault they will charge you the call out fee. Anything else they will pay for that is why you pay line rental. You don't own the line you rent it from the supplier any faults with it are for them to rectify. If a tree fell on it so what they fix it it's their line not yours.
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#10 |
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Forum Member
Join Date: Oct 2005
Location: Cornwall (at last!)
Posts: 5,641
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Quote:
If a tree fell on it so what they fix it it's their line not yours.
Which is what happened to me. However they did say as part of the initial warning that if it was a tree on my property that caused the problem, I would be liable to pay. |
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#11 |
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Forum Member
Join Date: Mar 2009
Location: It's Grim
Posts: 24,400
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And if it's their mistake then suck it up...
Businesses today have a really bad attitude. It's like a return to the 70s. |
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#12 |
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Forum Member
Join Date: Oct 2005
Location: Cornwall (at last!)
Posts: 5,641
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It is a bad attitude. Still not fixed. I was left without a phone line for two weeks and ludicrously slow "superfast" broadband for over a month.
Three months down the line the Cloud issue still hasn't been fixed. I could fight it, but can't be bothered. Come 19 December they have lost a customer - I am counting the days. |
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