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MAXBAKER64
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Message 1 of 11

Engineer Help

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(All of this is on a separate accounts)

 

So I was having issues with my BT Fibre and I contacted Live Chat. The person on there he ran me through basic procedures then proceeded to do a test on my line. He said there "Was a fault on the line" and he said he was sending an engineer out to me (tomorrow). This is a new house I moved into, therefore I was wondering if there was a charge for this, since the person on Live Chat seemed to skip over that section. I assumed it was free until I did some googling and found other people were charged £150, even though I was unaware of this? 

Thanks, Max.

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gg30340
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Message 2 of 11

Re: Engineer Help

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You will only be charged if the fault is found to be with your internal wiring or damage caused by you.

https://www.bt.com/help/landline/getting-set-up/costs-and-charges/engineer-home-improvement-service-...

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MAXBAKER64
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Message 3 of 11

Re: Engineer Help

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The person on live support just said there was a fault in the line. Ive lived in this house since 7th of this month, so I couldn't of caused the damage. is a "fault in the line" considered damage I did?
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gg30340
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Message 4 of 11

Re: Engineer Help

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When it says damage caused by you, it means damage that caused by somebody and not a line or Openreach equipment fault. 

Obviously without knowing what the fault is it is impossible to say but it is most likely not anything to do with you and will be a line fault especially if you did the checks as asked by the Customer Service rep.

If you have just taken out the Broadband package you will not be charged because it will be classed as an instillation problem.

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Devon_Dave
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Message 5 of 11

Re: Engineer Help

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I would ensure that there is nothing in you premises either wiring or connected equipment causing a problem or you will get charged by the engineer. 

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MAXBAKER64
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Message 6 of 11

Re: Engineer Help

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I got the smart hub in the post on the 14th and plugged it in did nothing else, so i'm guessing its something with the house. How much will the charge be if it's something todo with me? Even if it varies

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gg30340
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Message 7 of 11

Re: Engineer Help

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Read the link I posted. It has all the information you need.

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Starwire
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Message 8 of 11

Re: Engineer Help

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When you say this is a new house do you mean new to you but has probably had half a dozen owners over the past 100 years since it was built or do you mean new house as in it you’ve just bought a brand new constructed house?

If it’s the latter then it may be FTTP you have. If so you have plugged the Router into the big ONT Box your Developer probably stuck in the most ridiculous of places like the boiler cupboard in the upstairs match box room they claim is a third bedroom and not plugged it into one of the PSTN LJU’s around the house?

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MAXBAKER64
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Message 9 of 11

Re: Engineer Help

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if im honest, didnt understand most of that. But yes, its a new house to me, and the box is in a sensible place in my living room. I know the box is some-what wired up correctly as my Ariel is plugged into it and it works
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Devon_Dave
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Message 10 of 11

Re: Engineer Help

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Your aerial is plugged into what box? 

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