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john46
Distinguished Sage
269 Views
Message 11 of 15

Re: Unfair engineer charge - charged for engineer attempting (but failing) to fix a broadband proble

the internal junction box is a reason for the charge
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ko
Beginner
261 Views
Message 12 of 15

Re: Unfair engineer charge - charged for engineer attempting (but failing) to fix a broadband proble

But the fault reoccurred within the 28 day period BT mention in their engineer visit terms.  I feel a bit like I am going round in circles here, but perhaps I wasn't concise enough in my opening post.  Apologies if that is the case.

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imjolly
Distinguished Sage
Distinguished Sage
236 Views
Message 13 of 15

Re: Unfair engineer charge - charged for engineer attempting (but failing) to fix a broadband proble

So the second engineer was arrange by BT Retail who is your current phone provider and that engineer was the one that replaced the junction box and your phone is now working ok.  This has nothing to do with your broadband probkem which is up to your ISP Plusnet

 

i can understand in your thoughts that because the change of junction box did not solve your broadband problem you should not pay but thst was not the purpose of that engineer's visit. He was from your phone provider and left with phone line working ok

 

you need to complain to plusnet that they have caused you to be charged £129



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ko
Beginner
229 Views
Message 14 of 15

Re: Unfair engineer charge - charged for engineer attempting (but failing) to fix a broadband proble

Thanks, imjolly, that is a helpful explanation!

 

Is it ever appropriate for a fault to be raised with the phone line provider when the problem manifests itself only with broadband and not with voice calls? I think your answer will be 'no, never', but I am trying to understand (1) why plusnet told me to report it to bt directly - they were very specific, giving me the link to BT's web fault interface and telling me to report a copper line fault with description 'Fault - Loop (rectified)' - and (2) why BT sent engineers round at all, rather than simply telling me it wasn't their problem.

 

It's kind of worrying that in all the communications I had with BT retail, everybody just went through the motions of arranging to fix the fault, even though it was completely clear it was a broadband fault from the outset.  I do feel BT should still shoulder some of the blame for that reason, but I can see this is definitely more nuanced than I originally thought.

 

Thanks again for your help.

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imjolly
Distinguished Sage
Distinguished Sage
222 Views
Message 15 of 15

Re: Unfair engineer charge - charged for engineer attempting (but failing) to fix a broadband proble

I still think this was all caused by plusnet telling you to contact your phone provider bt retail knowing that it was a broadband problem not a phone problem


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