British Telecom Complaints & Compensation

A BT engineer called out on 11th July and replaced an external box so that my line would be free from disconnections and crackle. However I was told to contact BT in order to get the box moved from the barge board of my bay window roof area. The engineer said there was likely to be a charge for this. However my building contractor advised me that since the BT line is pulling on my near-rotten barge board and therefore potentially causing structural damage. In addition, since the barge board and roof are in a poor state of repair the line connection is actually a hazard and should be moved at no cost to myself.

I tried to phone BT to get the matter rectified but was dealt with quite poorly by the BT helpline. I was told my line was to be tested but after 30 minutes nothing had happened.

I sent an e-mail asking BT to “Please clarify whether or not the line is to be moved and at whose expense.”

Emmett Burns, from eContact Customer Service replied with:

“Thank you for your e-mail concerning your telephone line. Please accept my apologies for the delay in replying to you and for any inconvenience this may have caused.

In response to your enquiry I can confirm that to have an internal line moved within your premises costs £165.33 including VAT. This comprises £49.00 for shift of line and £116.33 for the engineer call-out. This is a standard charge which applies to all customers wishing to carry out this request.

If you would like to place an order you can do so either by calling our Customer Services on 0800800150 or by replying to this email including a convenient time for someone to get in touch with you to arrange an appointment.

Thank you for contacting BT.”

On 18 Jul 2007, at 12:55, I sent a reply:

“I do not wish to have an internal line moved.
I wish to have to external line, which is currently precariously connected to a fascia board on my roof, moved to a safer, more secure location.
I fail to see why the BT engineer connected it to a wooden structure in the first place.
According to my building contractor, since the connection is causing the fascia board to pull from the roof, it should be removed at no coast to myself. This is what I thought had been agreed in the telephone conversion that took place on Saturday 14th July. Some consistency from BT would be much appreciated.

If you insist on charging me to move the line I shall be forced to obtain advice on where BT stands in relation to causing property damage through the initial thoughtless connection - which was done before I bought the property ten years ago.”

I received no reply. Instead, On 23 Jul 2007, a BT engineer called and moved the line from the fascia board on to the brickwork. I sent another e-mail stating: “I received no response from you regarding my e-mail. Please confirm what the situation is regarding a charge for this work.”

I received no reply. Instead I found, via my internet banking, that BT had charged me, through DIRECT DEBIT £282.70 on 09 AUG 2007 without ever once notifying me.

RSM723
Date Description Cost (£)
23 Jul Repaired/replacement equipment 13.70
23 Jul TimeScale Charge Apparatus Provision 269.00

Total £282.70

The £165.33 charge would have been bad enough. I thoroughly disgusted with BT and I am prepared to fight this all the way!

The evil trickery of BT knows no ends!

On 13 Aug 2007, at 21:01, Melissa Maguire, eContact Customer Service, Telephony Faults wrote:

"Thank you for your e-mail regarding engineer charges.

I would like to apologise for the delay in replying to you. I can confirm that the engineer charges excluding VAT are as follows:

Mon ? Sat, 8am ? 6pm: £99.00 call out charge + £85.00 per hour or part hour.

Other times except Sundays and Bank Holidays: £119.00 call out charge + £140.00 per hour or part hour.

Sundays and Bank Holidays: £139.00 call out charge + £220.00 per hour or part hour."

COMPLETELY IGNORING MY MSGS POST 18TH JULY.

I replied: "Why are you replying to my msg from 18th July when you know that on 9th of August you removed over £220 from by bank account after initially only mentioning a cost of £165, and knowing full well that I was disputing the need to pay any cost at all!