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StuartO
Beginner
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Message 1 of 7

Engineer callout dispute

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Hi,

 

I've just had a very frustrating call with the BT support people over a £99 charge I've just had on my bill.  Here's the background:

 

- had BT Infinity at old property and no issues

- moved into new property July 2012 and moved Infinity with me

- a lot going on with house move with 3 kids/half term so never checked download speed after "settling in" period

- father passed away December 2012 after a few months of being diagnosed with leukemia in August

- January 2013 started working from home more regularly

- March 2013 friend queried why my broadband was so slow (5mb download speed)

- called BT and explained that although broadband was working, it was very slow

- BT ran through all usual checks with me to no avail so arranged for engineer visit

- engineer came and explained that Broadband wiring had not been done correctly by original contractors in July (in fact he went as far as saying it was a complete botch job) and after he'd corrected it, Broadband went up to expected 45MB download speed

- £99 charge on bill as fault was due to "star wiring" in property that had to be replaced

 

Am I being unreasonable to dispute this charge?  The initial person I spoke to said she had made her decision to uphold the charge, but that she would refer to a different department who dealt with disputes and they would be calling me back within 4 hours.

 

Any feedback appreciated!!!

 

Cheers

 

Stu

 

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6 REPLIES 6
john46
Distinguished Sage
483 Views
Message 2 of 7

Re: Engineer callout dispute

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Hi

I am sorry to see you are having problems


I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951


They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress


They are a UK based BT specialist team who have a good record at getting problems solved


This is a customer to customer self help forum the only BT presence here are the forum moderators

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StuartO
Beginner
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Message 3 of 7

Re: Engineer callout dispute

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Thanks for reply john46.

 

I've just posted an email to them and we'll see how things go.

 

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john46
Distinguished Sage
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Message 4 of 7

Re: Engineer callout dispute

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could you please edit out the reference number as it is personal to you
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StuartO
Beginner
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Message 5 of 7

Re: Engineer callout dispute

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John,

 

I've not had anyone contact me as yet - do I need to resend the "contact us"?

 

Stu

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imjolly
Distinguished Sage
Distinguished Sage
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Message 6 of 7

Re: Engineer callout dispute

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the mods will contact you but there have been a lot of referrals so maybe taking longer than normal 3 working days



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StuartO
Beginner
406 Views
Message 7 of 7

Re: Engineer callout dispute

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Finally spoke with the Tier 1 team today and the understanding lady I spoke to agreed that the £99 would be refunded.

 

Just goes to show these companies do have some level of common sense!!!

 

Thanks for helping.

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