BT fault charges

[bunchie7]

The ******* at BT are trying to charge me �198 for fixing a fault on my line. They didn't tell us they would need access to our home as they said the fault was outside. My dad just happened to be at my home on they day they came as he was doing some electric work in my kitchen. Dad let the engineer in and the man said he was just checking the line. The area he was working on was the main engineers box and he made a point of saying we could not touch it, so therefore we wouldn't be charged for his visit. Two months later we are sent a bill for �198. They claim as a consenting adult let them in the house we have to pay. I want to know if legally they can do work in my house without telling me how much it will cost and not contacting me, the house owner, directly even though my dad let them in? Basically are they saying a burglar could let them in to re wire my house and charge me 4 grand with out saying anything to me and that's ok?! It's ridiculous!!!!!!

[carmalee]

Have just had a very similar thing happen to me - had a problem on my computer which I thought was to do with the phone line (live out in the sticks and line was always dodgey) - called engineers who came and tested the line - said there was a fault on it -went off and sorted something out on the pole then came back, tested my line and said all was okay and I definitely would not be charged as it was a line fault. Weeks later get a bill for �120. Rang customer services and stated very calmly and clearly that I was not paying the bill whatever happened. They were adamant I was responsible, I was equally adamant I wasn't. Eventually (over an hour!) they backed down as I was able to pick holes in their account of what happened. It wasn't easy - don't lose your temper just keep stating the facts, don't embellish anything, just be firm you are not paying and get them to confirm things to you in writing. Good luck

[dot.haukes]

before you do anuthing, get your terms and conditions out and really read through them. i am sure they should have to explain any charges that may occur, what if you'e been unemployed? they can;t just make charges upm get a break down.

[craft1948]

So are you disputing the charges because the work was done outside your house................or are you disputing the charges for fixing a fault caused by a problem within your house?

[fiesata]

If they repair any cabling etc past the master socket then thy can charge

However you are correct in saying that the cabling coming into the master socket and the socket itself where it terminates at the socket belongs to BT so it is their responsibility

What exactly was the fault they are billing you for?

[Mrs_Pegasus]

In April my Broadband and phone stopped working for no obvious reason. Called BT, had to agree to the charges IF the problem was found to be mine because without accepting the possibility of being charged they wont send anyone out! So I agreed to �112 for an engineer and �99 for the first hour. Now why they didnt just say �211 I dont know!

So engineer comes out, replaces the 40 year old master socket ( a dark blue like the colour of the phone we had in 1978)! Then left about 20 mins later with everything working.

We then get our quarterly bill to find we have been given a �211 charge. Unfortunately, due to paperless billing I never realised the charge until they took it out of my account.

I called and was told it was a legit charge and I had agreed to the charges.

When I wrote and complained I took the approach that 12 months ago, I bought the property off my parents, I had to pay a reconnection charge because the house had been empty for 12 months prior to moving in. I suggested that BT were responsible for ensuring the equipment was fit for purpose when they took �149 off me for taking over the line. I got a response and was put through to the engineering dept. who investigated my complaint and admitted the master socket was indeed their property and that I should not have been charged.

Today I have received a cheque for �211!

Its worth a challenge bunchie!

[factor-fiction]

Is this the full story bunchie? Had you reported a fault?

[buildersmate]

Fiesata has the right idea.
It depends where the fault was.
They need to tell you this because it depends on whether you are liable for paying the bill - however it seems from your approach that you will have trouble in believing them, whatever they say.
If the fault was your side of the Master Socket, on the first visit they would only have been able to establish 'no fault' on their side of the line connection, and would have had to rebook a second visit. At that point they would have had to remind you that you were liable for costs (of a second visit). It wouldn't have changed the outcome - on a positive side you got your phone back working quicker.