Expecting BT engineer on Wednesday morning regarding continual drop in IP profile. My question is regarding the possible charge (£129.99) that could be levied if the fault lies with our home wiring.
I am dealing with this matter for my mother and want to be absolutely certain of her rights in the matter.
I was told by a 'level 2 technician' that NO charge would be payable if the fault was found to be on BT's side, or if NO fault was found full stop - correct? However, if the fault was on ours then of course the charge applies. Fair enough so far.
But what if the engineer identifies the problem to be with our internal wiring and we subsequently find it doesn't fix the problem? As we are all too well aware DLM can take forever to do its job and so therefore it could be sometime before we know for sure its fixed and the IP profile returns to the level it should be.
If it doesn't solve the problem how will she go about being refunded or what rights of redress will she have?
this may help http://bt.custhelp.com/app/answers/detail/a_id/12439/c/
You should know the fault is fixed before the engineer leaves. Make sure he requests a DLM reset.
Yes you will get charged if it is a fault to your wiring. My mate had ADSL fine for years, but when he moved to Infinity, had no end of problems, not connecting, connecting and dropping etc.
OpenReach installer bod (not and engineer as he had no engineering qualifications) traced issue to a surpluss run of wire from where cable came into house, running to loft and nothing connected to it in loft. Looks like it was a left over run of wire for when incoming cable was attached to roof before the cable was moved.
Isolating this length of cable, in back of master socket and Infinity now runs 24/7 @ 70Mbs.
However, the OR installer admitted that the original installer should have spotted this erroneous wiring at initial install and disconnected it.
Bit later a charge of £130 odd appeared on my mates phone bill due to OR call out for fix wiring in customers premisis.
Tooks weeks of sorting to get it refunded.