just to advise you have posted this twice, so I am replying to this one.
you may wish to see if you can delete the other post.
I have very slow broadband which I am paying 40 pounds a month.I spoken booked an engineer to come and inspect fault.I spoken to customer service open a ticket for engineer visit.Engineer came without any prior notice and call me when I am at work asking me for access to property.I couldn't leave work at short notice.So the engineer close my ticket without do anything to fix the fault.I called BT customer service again. They told me there is fault on the line they can see on the line test (problem with exchange) which engineer don't need access to property.Soon as that exchange fault had been fixed then engineer will call you to make appointment to access the property.I said OK.Engineer came without any warning which I happened to be in the property. Open reach engineer said he need to change wire from the telephone pole to my house but he can't get on top of the telephone pole due to wet condition.He need to order hoist and he ask me if I am going to in tomorrow.I said yes. He left.I wait until lunchtime next day then called customer service again to find out what time the engineer going to come in. Customer service said open reach engineer closed that ticket.Customer service wasn't surprised engineer close ticket without fix the fault. He make another ticket next weekend (I work Mon -Friday). Customer service send a reminder about the appointment and reminder if the fault found to be inside of the propertythen I will be charged 130 pounds. So I called customer service to cancel contract even though which will cost me 330 pounds. Because engineer going to blame something not right inside the property. So they can charge 130 pounds extra. customer service lady said it is stranded practice. Why give open reach an open invite to charge 130 pounds more. They can't Fault find the line. So far excuses coming from customer services and open reach engineers. First engineer told me the wires outside my property is about 40 years old. I paid 44 pounds installation change one year ago. All I got was master socket. Why don't BT tell us what will cover installation change will cover. BT infinity is working at 1mbits/s rate. I have BT TV, broadband, phone line and mobile phone contract.
How do find when my contact ends on BT website?
Hi there @haran
There is a lot of info to go through, so I will do my best.
Let's focus on the £130 charge, that's incase the fault is with any internal wiring, that's from the 1st "Master" socket onwards in the house. If you have one socket and only one socket, and you have nothing else connected to it, then realistically no charge would be made.
Any provider that needs to have something fixed, or checked uses Openreach and that can be great or awful.
How long have you had the services for? Outside of 14 days it would normally be full cancellation charges, but that may not always be the case.
If this can be fix would you want to stay as you are? Obviously with some recompense for the cost of the line rental etc.
PS my comment about the double post, is so that one thread is replied to.
Hi twice we have had line faults and BT advised that if the fault is in my property charges as per your note. Both times it was outside of our property and their equipment at fault. Once we were over two weeks without phone/ broadband and the compensation equated to the amount we had paid for that period approximately and nothing for the inconvenience. Customer service satisfaction is pretty poor but I don't think that they care.