Just noticed a charge for Engineer Home Improvement Service (£85)called 150 spoke to the agent but unable to refund so asked for the manager and should get a call within 24 hours lets hope so.Had an issue with the broadband which they eventually sorted by changing the mapping equipment in the exchange which the Engineer said he was going to do and although had about 2 or 3 Engineers not one mentioned charges and the issue sorted on the last visit. Hopefully will get sorted how can i get charged for a fault in the exchange.
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As the title of the charge suggests, an Engineer Home Improvement is a charge where typically the consumer raises a fault on something that Openreach are not responsible for , an example could be the customer has a TV box connected to the line , it’s got a fault on it that is affecting the broadband, the customer could have proved this themselves by connecting the router in the master socket test port ,( effectively disconnecting everything else ) but chose to ignore that advice , and insisted an OR visit without any self checks …OR are not responsible for anything but the line or the broadband equipment outside.
If you reported a fault , and the repair was made away from your home , then obviously you shouldn’t be charged , you can ask what the OR engineer report ( notes ) said that caused charges to be raised on the first place, presumably the notes indicate that work was necessary within your property that wasn’t strictly OR’s responsibility, but mistakes can happen , if the technician used the wrong ‘clear code’ or used vague language for example….when called back , ask what the notes say.
Was the Home Improvement visit done by a Qube Technician?
Openreach don’t have a ‘Home Improvement’ Service. They used to have something similar called a, ‘Broadband Boost’ but that service was scrapped a couple of years back.
Ah right, so it’s just BT’s way of sugar coating a, TRC. Time Related Charge.
Hi Home Improvement is how it is titled on the bill think just to make it look like they have done something for your benefit.
@telegraph post back and let us know the outcome of the manager call back, you shouldn't be charged if the fault was in the exchange.
Thanks
Neil
Hi didn't think the manager would ring within 24 hours so got in touch on line who sorted it very quickly and confirmed refund so on line very good.