BT Fault Charges if fault is on customer wiring

Discussion in 'Broadband' started by Martin Brown, Jan 12, 2015.

  1. Martin Brown

    Martin Brown Guest

    Line went dead remote testing said fault was on customer premises...

    This is more out of curiosity since the real fault was actually located
    today by the field engineer as external break on the drop leg from the
    BT pole to the house so no charge. Strong winds last Friday did for it.
    Bad wire replaced and all is well again.

    But given the spiel about £129.99 callout fee if the fault is inside the
    home I wondered what happens if the fault really is internal. Do they
    just charge you a straight £130 for the repair or is it that plus time
    and materials (or do they go away again pocketing your dosh).

    Is it relevant that the internal wiring in question was original BT
    handiwork dating from the late 1960's? Lozenge shaped screw terminal box
    on the incoming windowsill and no recognisable "master socket".

    Now has a shiny new modern master socket as well for good measure.

    Martin Brown
    Martin Brown, Jan 12, 2015
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  2. Martin Brown

    Graham J Guest

    I think it's a standard charge regardless of the work involved.

    These days if the fault is within the curtilage of your property it's
    charged. So if your line break was somewhere along the length of the
    dropwire - perhaps where it chafed against a tree on your land - then
    potentially you could have been charged.

    Certainly the standard charge is made if you ask for relocation of your
    master socket. I asked for this in order to prepare for some building
    work - the BT technician had to run a new dropwire and drill a hole
    through a brick wall, so it took him over half an hour.

    For BT the materials cost is trivial - it's all technician time & travel.

    I think when ordering it I may have been asked to confirm that the
    relocation was within the same building.
    Graham J, Jan 12, 2015
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  3. When did that change? It was always that the master socket was the
    demarcation point and anything on the exchange side of that was BT's
    responsibility (and therefore not chargeable) and anything the other
    side was the subscriber's responsibility.
    Graham Murray, Jan 12, 2015
  4. Martin Brown

    Martin Brown Guest

    I thought it was their responsibility up the the master socket (or
    beyond in the event that the entire wiring run is original old GPO).

    I can see that they might charge you if your tree damaged their line.

    Martin Brown
    Martin Brown, Jan 12, 2015
  5. Martin Brown

    Graham J Guest

    I googled and found this:

    The relevant text appears to be:

    "Full-rate charges apply to:

    (a) Call-outs to repair faults or damage associated with BT's
    network services, including any Network, Cabling, Dropwire or
    underground feeds within a customer's curtilage up to and including the
    Network Terminating Point, and to repair faults in BT on-site equipment
    (or to replace such equipment at BT's discretion). "
    Graham J, Jan 12, 2015
  6. Martin Brown

    Bob Eager Guest

    But above that:

    • Full-rate charges - Where the fault is found not to be with any BT
    service or equipment. In particular this covers the situation where no
    fault is found, or the fault is found to be on non-BT equipment, or is
    due to damage caused by someone other than BT or someone at the
    customer's premises, or due to theft, loss or removal of equipment, or in
    the case of customer owned or rented equipment (but not BT's network)
    faults caused by damage by external or environmental factors (e.g.
    lightning, electrical surges or floods
    Bob Eager, Jan 12, 2015
  7. Martin Brown

    tim..... Guest

    they might try and con you into paying

    that certainly isn't the rule and they wouldn't win if they pressed it

    tim....., Jan 13, 2015
  8. Martin Brown

    Graham. Guest

    An intermittent fault on their side is often diagnosed as no fault
    found in the first instance.
    Can they bill you for that? (Rhetorical)

    They may well try, so beware.
    Graham., Jan 13, 2015
  9. Martin Brown

    Phil W Lee Guest

    Still works that way - I recently had a charge quashed when I pointed
    that out to them - the fault was in my premises, and even on a cable I
    had provided (I was wiring the house with cat5e anyway, so put in a
    cable from where the old line came in [the lozenge] to where I needed
    the master socket to be, left bare at both ends), but it had been used
    by the original installation engineer when the line was first
    installed, and it was the joints he made that were faulty.
    After they initially raised a charge, I contested it and pointed out
    the reason, which openreach accepted. Their joint, their problem.
    If it hadn't been their joint, I'd have fixed it myself anyway.
    Phil W Lee, Jan 14, 2015
  10. Martin Brown

    DrTeeth Guest

    As trees have a tendency to grow, could not BT still be liable for the


    ** You've never known happiness until you're married;
    ** but by then it is too late.
    DrTeeth, Jan 20, 2015
  11. Martin Brown

    Kraftee Guest

    As it is in the end users garden surely they should endeavor to make sure
    that the tree is cut back/pruned in order to not damage their service?
    Kraftee, Jan 21, 2015
  12. Martin Brown

    Roger Mills Guest

    Sounds logical. However, what if the pruning operation also succeeds in
    bringing the line down?
    Please reply to Newsgroup. Whilst email address is valid, it is seldom
    Roger Mills, Jan 22, 2015
  13. Martin Brown

    Kraftee Guest

    Exactly the same as if you're pruning any plants on your wall and cut thru
    your leadin.
    Kraftee, Jan 22, 2015
  14. Martin Brown

    Roger Mills Guest

    Might as well leave it to nature, then!
    Please reply to Newsgroup. Whilst email address is valid, it is seldom
    Roger Mills, Jan 22, 2015
  15. Martin Brown

    Kraftee Guest

    You'll still be charged ;-)
    Kraftee, Jan 24, 2015
  16. I'd be surprised to see BT successfully charge my local authority for
    repairing my line (if it became faulty) as that goes through two
    kerbside trees that I am certainly not allowed to prune!

    Peter Andrews, Jan 25, 2015
  17. Martin Brown

    Kraftee Guest

    We were talking about trees/bushes etc on the end user property. You on the
    other hand are talking about trees not on the end users property and so are
    not relevant, in this case.
    Kraftee, Jan 25, 2015
  18. Martin Brown

    Martin Brown Guest

    Actually it became a bit more interesting. The initial repair lasted
    about a fortnight and then failed spectacularly when I rang the number.
    I got normal "ring ring" a couple of times and then a huge burst of loud
    static followed by nothing. Attempts after that got engaged tone.

    They have been round to fix it, but the dalek tester claimed it was a
    fault on customer premises even though it wasn't. The dalek also says it
    doesn't work if the line is off hook so not sure the test was valid.

    The house phone had no dial tone and the line was shorted somewhere.
    Martin Brown, Jan 27, 2015
  19. Martin Brown

    Kraftee Guest

    You had what is know as a 'rectified loop' caused (probably) by some
    corrosion on the line. A bugger to find if it's not in the usual places but
    can't be counted as a chargeable visit until afterwards, when the location
    has been found and the fault corrected or (what normally happens nowadays)
    the line gets swapped to another pair.
    Kraftee, Jan 27, 2015
  20. Martin Brown

    Martin Brown Guest

    These are old 1960's era installed residual overhead lines in an urban
    setting - am I right in supposing that they could be chasing this
    dragon's tail essentially forever since every disturbance they make for
    repairs may accelerate failure of the next weakest link in the chain.
    Martin Brown, Jan 28, 2015
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