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Message 1 of 4

Confusing BT text message about engineer's visit

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I recently reported an intermittent broadband fault and was told an engineer would visit.  In the event, after two failed attempts to visit, I agreed to close the fault call.  I then received the text message below which suggests that the fault is still open and goes on to contradict itself.  It says both that BT need to send an engineer and then asks me to check my home wiring and decide if I want to request engineer.  Unhelpful !

BT Text.png

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Message 2 of 4

Re: Confusing BT text message about engineer's visit

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Not really, the fault could be within your wiring (it is not possible to remotely diagnose to that level of accuracy) and you would be liable to charges if this was found to be the case. It is giving you the opportunity to cancel the visit if you discover the fault lies within your internal wiring.

Agree its poorly worded.

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Message 3 of 4

Re: Confusing BT text message about engineer's visit

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Hi @Iain2 and welcome back.

Good to see you again. Sorry for any confusion with the appointment. I'll be happy to help if you're having problems. I've dropped you a private message in case you need to get in touch.

Cheers

David

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Message 4 of 4

Re: Confusing BT text message about engineer's visit

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Thanks - it's the poor wording that I wanted to highlight