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Busterbobs
Newbie
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Message 1 of 9

Who is responsible for external telephone cable?

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My phone was crackly and broadband very slow and I noticed that the telephone cable leading from the telegraph pole to my house was dangling low and swaying in the wind.  I reported this to my provider and they sent an Openreach engineer to fix the problem.  My provider then billed me for this engineer's work and when I queried it and asked for a copy of the engineer's report they stated in writing that ''they [Openreach] have been unable to supply engineer notes in relation to this'' and ''If the cable is on your property then this would be charged.''

I am disputing this charge and any information will be gratefully received.  Is there any documented Openreach information stating who is responsible for the external cable?

Thank you in advance

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albertj
Aspiring Contributor
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Message 2 of 9

Re: Who is responsible for external telephone cable?

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https://bt.custhelp.com/app/answers/detail/a_id/12439/~/engineer-home-improvement-service-charges

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Distinguished Sage
Distinguished Sage
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Message 3 of 9

Re: Who is responsible for external telephone cable?

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You are responsible for more than just after the master socket. 

See link.

http://bt.custhelp.com/app/answers/detail/a_id/12439/~/engineer-home-improvement-service-charges

Edit: Good to see advice given by albertj has been corrected.

Distinguished Sage
Distinguished Sage
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Message 4 of 9

Re: Who is responsible for external telephone cable?

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@Busterbobs wrote:

My phone was crackly and broadband very slow and I noticed that the telephone cable leading from the telegraph pole to my house was dangling low and swaying in the wind.  I reported this to my provider and they sent an Openreach engineer to fix the problem.  My provider then billed me for this engineer's work and when I queried it and asked for a copy of the engineer's report they stated in writing that ''they [Openreach] have been unable to supply engineer notes in relation to this'' and ''If the cable is on your property then this would be charged.''

I am disputing this charge and any information will be gratefully received.  Is there any documented Openreach information stating who is responsible for the external cable?

Thank you in advance


Who is your provider? This is a BT Retail forum and has no connection with Openreach and unless your provider is BT nobody here will be able to help you.

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Busterbobs
Newbie
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Message 5 of 9

Re: Who is responsible for external telephone cable?

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I have tried to contact Openreach to ask the question but I can't find any help line or Openreach support forum
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Distinguished Sage
Distinguished Sage
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Message 6 of 9

Re: Who is responsible for external telephone cable?

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You need to complain to your provider. You are not a customer of Openreach your provider is.

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Distinguished Sage
Distinguished Sage
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Message 7 of 9

Re: Who is responsible for external telephone cable?

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Openreach won't deal with you directly regarding this, you have to query the charge via your provider. If it is BT, the mods here may be able to help, if it is another provider I'm afraid they won't be able to.

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albertj
Aspiring Contributor
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Message 8 of 9

Re: Who is responsible for external telephone cable?

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You can tweet them, I don't think they will be able to remove this cost. But they may be able to explain why it was charged.

https://twitter.com/OpenreachHelp
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Distinguished Sage
Distinguished Sage
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Message 9 of 9

Re: Who is responsible for external telephone cable?

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@albertj  See previous 2 posts

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