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CJT80
Recognised Expert
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Message 1 of 9

Landline Fault

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Good Afternoon,

I logged a fault with my landline (noise on the line) on Sunday, and an Engineer from Openreach was booked for today AM (8am-1pm).  The noise was on the line even from the Test Socket. 

When I have previously had any engineer booked I have had an update (via text) to be told someone is on there way.  Today that didn't happen, and according to the App the appointment was "resolved" and the issue would be fixed Wed 16/1/19.

The engineer DID arrive around 9am this morning, he couldn't hear any noise on the line (either here or at the cabinet) and informed me he'd go check the line into the building (I live in a house converted into flats), see if that had any issues and then check the cabinet and report back.  That was the last I saw of him.   So far, the Broadband (which was affected) has remained stable.

What's confusing is that I have subsequently had a text @ 11:10 am advising an engineer has been assigned and just now @13:36 an e-mail from BT Comms saying the same thing!

Now my concern is A: have 2 engineers been booked and B: as no fault could be found internally will I be charged?

Thanks in Advance.

Kind Regards
CJT80
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8 REPLIES 8
NeilO
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Message 2 of 9

Re: Landline Fault

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@CJT80 our system only allows one visit to be booked per appointment slot so it's doubtful that two engineers have been assigned.  Also when no fault is found no visit charge is raised. Have you tried tracking the fault on www.bt.com/faults to see if there have been any updates added by the engineer?

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CJT80
Recognised Expert
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Message 3 of 9

Re: Landline Fault

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Hi @NeilO

That's what confused me totally.  The engineer had been and gone before I got any text updates. 

Regarding the Fault this is what the tracker says: 

BT-Fault.JPG

I am happy to click Fixed, I am just concerned about the charges.  Can you look into that for me?

 

Kind Regards
CJT80
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NeilO
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Message 4 of 9

Re: Landline Fault

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@CJT80 That means the engineer cleared the fault back to BT as resolved.

Openreach's visit charge policy changed a few years ago, if they find no fault they no longer raise a charge. 

 

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CJT80
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Message 5 of 9

Re: Landline Fault

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@NeilOwrote:

@CJT80 That means the engineer cleared the fault back to BT as resolved.

Openreach's visit charge policy changed a few years ago, if they find no fault they no longer raise a charge. 

 


@NeilO

So my understanding is, I will not be charged for the visit? Just so I am sure.  Thanks in advance. 

Kind Regards
CJT80
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NeilO
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Message 6 of 9

Re: Landline Fault

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@CJT80 yes that's correct, if no problem found in your home then no charge will be raised.

CJT80
Recognised Expert
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Message 7 of 9

Re: Landline Fault

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@NeilO

Thanks Neil I have now closed the fault.

Lets hope it is fully fixed. 

Smiley Happy

Kind Regards
CJT80
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Devon_Dave
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Message 8 of 9

Re: Landline Fault

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The proof would be that you no longer have a noisy line.
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CJT80
Recognised Expert
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Message 9 of 9

Re: Landline Fault

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@Devon_Dave

The fault has gone, wether it's been fixed or it's intermittent I do not know. 

But for now I have no noise on the line. 

Kind Regards
CJT80
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