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.
