Special Faults Investigation price risen to £144
From the 1st April 2007 the cost of getting a BT engineer to visit your property to fix a fault that is of your own making has increased from £58.75 to £169.20 (£50 and £144 excluding VAT).
The BT Wholesale website in its Service Provider Price List for IPStream services has the full details.
Subpart 13 IPstream Broadband Special Faults Investigation ADSL & SDSL Operative Date 01-04--2007(ADSL) and 01-06-2007 (SDSL)
13.1 Description Operative Date 01-04--2007(ADSL) and 01-06-2007 (SDSL)
IPstream Service Delivery
Broadband Special Faults Investigation is an optional service which permits customers to request a visit by an engineer to End User premises for the purpose of resolving certain Broadband faults. Where BT provides maintenance of any non-BT Network equipment (including wiring) beyond the End User NTE a charge will apply.Extract from BT Wholesale IPstream price list
This charge was previously levied under Section 44 Part 3 as part of the Abortive Visit Charge at £50+VAT. The abortive visit charge still applies to a number of situations which are:
- When a BT Engineer attends an incorrect address as provided by the Customer.
- When the site for installation does not meet the criteria as defined by BT as requirements for installing the service e.g. minimum space requirements, availability of power etc.
- When a BT Engineer arrives to carry out the installation at the address provided by the Customer, but the End User no longer wants the installation completed.
- When the End User has not agreed to a maintenance visit at the appointed time as agreed between BT and the Customer.
- When entry is refused to the End User address, or no access can be gained, at the appointed time, as agreed between BT and the Customer.
It should be pointed out that this Special Faults Investigation (SFI) charge does not refer to the BT Wholesale SFI teams who investigate things such as external RF interface or noise arising from other devices in the vicinity of a telephone or ADSL line.
Obviously increased charges to the consumers are never welcome, but this does reinforce the need for people to carry out some self diagnostics before requesting an engineer visit via their broadband provider. Most service providers do go through a check list to ensure users will not have to suffer the fee; for example, trying the ADSL modem at the test socket that is part of the BT master socket, or borrowing a friends hardware to ensure that the fault is not with the ADSL kit.
One problem is that fault finding for ADSL services can be somewhat technical and make use of lots of acronyms and terms people are not used to. Describing a problem over the telephone to someone who has only had basic support training can sometimes be difficult. This is where forums like our own at bbs.adslguide.org.uk become very useful. One thing that can often help is to take a picture of your problematic hardware/telephone wiring or a screen shot from your PC to help others understand the issue.