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Orbus
Aspiring Contributor
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Message 1 of 15

£129 charge after forum Mods arranged engineer visit

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Hi, I checked my bill last night and it is showing a £129 charge for a BT engineer to resolve the issues with my BT Infinity speeds as detailed here. To say that this is a bit of a shock would be the understatement of the year. 

 

The BT engineer that came to fix my speed issue found a fault behind my main box on the wall which must have existed since the house was built as the previous owner had BT broadband and is certainly not of my doing. Can one of the forum moderation team please contact me so that they can look in to this outrageous charge? If it is not possible to remove the charge please cancel my account completely as there is no way that I am paying this when the issue was absolutely nothing to do with me.

 

Thank you.  

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Distinguished Sage
Distinguished Sage
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Message 2 of 15

Re: £129 charge after forum Mods arranged engineer visit

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I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

 

Clarification of charges can be found here http://bt.custhelp.com/app/answers/detail/a_id/12439/c/

 

It may be damp penetration that caused it.

 

Its Openreach that raise the charge, and it applies to all providers, not just BT Retail.

Moderator
Moderator
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Message 3 of 15

Re: £129 charge after forum Mods arranged engineer visit

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Hi @Orbus

 

Thanks for your post and welcome back!

 

Sorry that you're unhappy with the charge for your recent engineer's visit.  You can see the scenarios when this charge is applied here  >> Engineer charges <<

 

You can send us over your details and we'll get the team involved who deals with this.  Click on my username here >> RobbieMac << and you'll see our contact link on the left hand side underneath my profile picture.

 

Cheers,

 

Robbie

Orbus
Aspiring Contributor
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Message 4 of 15

Re: £129 charge after forum Mods arranged engineer visit

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Thanks. It was not dampness that was the cause of the problem. There was wires behind the main box in the wall that was causing the slow speeds and the engineer himself said that it was not my fault that the speeds were slow as this was stopping it from getting infinity 2 speeds.

 

It was absolutely not my fault and if BT insisit on my paying it I will be cancelling my home and office broadband that are both through BT. 

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Orbus
Aspiring Contributor
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Message 5 of 15

Re: £129 charge after forum Mods arranged engineer visit

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Thank you Robbie, I have filled the form. 

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Distinguished Guru
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Message 6 of 15

Re: £129 charge after forum Mods arranged engineer visit

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Any additional wiring connected prior to you moving in to the house would now become your responsibility.
(If I have helped you in any way please click the thumbs up. Thank You)
If I have solved your Issue please click the "Mark as accepted solution" button.
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Orbus
Aspiring Contributor
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Message 7 of 15

Re: £129 charge after forum Mods arranged engineer visit

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Hi Dave, the forum team have had the charge waived however I am waiting on them refunding it to my bank account as it is showing as a credit on my billing account just now.

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Cazzy1987
Contributor
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Message 8 of 15

Re: £129 charge after forum Mods arranged engineer visit

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I may be wrong, but from my previous experiences of refunds from BT it sits in your account and goes against your bills.

I've had a few refunds in the past from them and it has always done the same thing.
Orbus
Aspiring Contributor
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Message 9 of 15

Re: £129 charge after forum Mods arranged engineer visit

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The forum Mod who called on Friday said that it will go in my bank account and they will look into it today to ensure that it is paid back to my bank account. I hope that they get the chance to look into this soon as I have more direct debits due this week.

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Cazzy1987
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Message 10 of 15

Re: £129 charge after forum Mods arranged engineer visit

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Fingers crossed then! Maybe it is something that has to be requested. For us it was fine as it just meant I didn't pay any direct debits to them for 3 months.