Callout fee for engineer visit?

[#1]

I've just been assured on the phone that the £65 callout fee if an engineer visits and the fault is found to be on your premises was scrapped a month ago.  Accordingly, I accepted the offer of an engineer visit.

However, the confirmation email still states that as agreed with me there will be a £65 fee added to my bill in the event of "no fault found".

This is absolutely NOT as agreed with me - I was just told exactly the opposite! So which is correct: what I was told on the phone, or what it said in the email?

I'd be very surprised if the fault was with me anyway, but that's not really the point.

[#2]

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@TLM wrote:

I've just been assured on the phone that the £65 callout fee if an engineer visits and the fault is found to be on your premises was scrapped a month ago.  Accordingly, I accepted the offer of an engineer visit.

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Really?!

I await a Plusnet response with interest.

Personally I would put money on the call being listened to and if confirmed that your understanding is correct, an apology and the promise of staff re-training. But we shall see, I hope.

If the Plusnet response is in the form of a private message then do please keep us informed as it could help others.

[#3]

I am beginning to think I must be going senile.

This is not the first "misunderstanding" with a CS agent lately, but it remains to be seen whether it IS a misunderstanding, as the agent was oddly specific about it having been dropped last month if there's nothing at all to that.

As you say - awaiting PN response with interest.

[#4]

This post from @Gandalf may be of interest.

[#5]

Wow! There we have it! A shame they haven't fixed the wording of the confirmation email, in that case.

[#6]

@TLM 

Maybe I’m just a cynical old s#d.

I can accept that there might have been a change resulting in the charges if a fault is found on the customers premises being dropped but that doesn’t mean that there’s not a charge if no fault is found.

I would like to read the full ‘small print’.

[#7]

@Baldrick1 Interesting take on it - but you're not wrong, there's a subtle difference.

As far as I'm concerned, there's definitely a fault - possibly more than one. Plusnet can see connection drops, and they can hear noise on the line.

So either these problems originate within my property or they don't.

If the charge is waived if the fault turns out to be on my property, it would make no sense to impose it if there's "no fault found" as that would mean the fault was with Plusnet. This is a witnessed fault, so how would it make sense to charge me if it's NOT located by a BT engineer - possibly because it's an intermittent, and just not reproducible at the time he visits?

There is simply no case that there's nothing the matter. It has to be me, or Plusnet, or BT. I should never be liable if it's the other two, but according to PN I'll no longer be liable if it's me, either.

[#8]

@TLM 

I agree that either way you are in the clear.

It's more the full policy that I'm interested in for future reference.

[#9 · Accepted solution]

Hi @TLM

I'm sorry to see we've said there may be a callout charge for an engineer visit.

I can confirm that we won't charge you for any outcome, and we've removed references to an engineer charge in the ticket templates we have. However, it seems in this case the adviser still had a reference to it in their own stock ticket they've got saved down, so I'll make sure feedback's passed on to ask they remove this in future.