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Newbie
Posts: 2
Registered: ‎17-06-2017
0
Accepted Solution

Broadband boost engineer

We moved to BT on 13/06/17 and since then we have only had speed between 0.60 Mbps and 2:00 Mbps. Open reach engineer has been out and did not find any fault in the line and advised me to contact BT and request a broadband engineer. I have since contacted BT and gone through tests and finally was able to book a broadband engineer who will visit in five days time. I am a bit concerned that BT advisor was unable to book an engineer unless I agree to pay £120 if the fault is found to be within the house or equipments. I don't know why I had to agree to this term when Openreach engineer has already been to the property and did not find any problem inside the property. I would not like to pay since the problem is BT's network related. Any advise will be appreciated.

thanks

Distinguished Sage
Posts: 60,473
Registered: ‎21-06-2010
0

Re: Broadband boost engineer

You won't pay the fee if:
The fault is in BT’s network
If the fault is with your BT hub and it is in warranty (contract)
If the fault is with your BT TV box (in or out of warranty)
If you have the same fault within 28 days
In case of BT Infinity, if you call within 28 days after the install
In case of BT Infinity, if the Openreach Fibre modem needs replacing
They are registered as a Chronically Sick and Disabled Person
You will pay the fee if the fault's with:
Your home wiring past the main socket, for example, extensions
The way you've got your equipment connected
Interference from something, for example your phone, alarm system, micro-filter or broadband router
Damage to our network, for example cut wire, damage from building work, trees or pets, or damage to sockets

john46 | BT.com Help Site | BT Service Status
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Distinguished Sage
Posts: 60,473
Registered: ‎21-06-2010
0

Re: Broadband boost engineer

the charge is purely an advisory the boost engineer is a specialist engineer who will check the line from your home back to the exchange to try and get you the best possible speed

john46 | BT.com Help Site | BT Service Status
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Newbie
Posts: 2
Registered: ‎17-06-2017
0

Re: Broadband boost engineer

Dear John4, Thanks for replying to my post. It makes things much clearer regarding charges. Engineer is due to visit on Wednesday. Looking forward to a usable internet connection!