Suspected line faults and BTOR charges
Hi there,
Both charges mentioned are actually lower than the full cost to ourselves for an abortive engineer visit (or one where the customer's equipment is identified as a cause) we've set those figures ourselves and as you may know we have separate support departments that are responsible for residential and business support so the difference in the figures don't have any direct relation to each other.
The charge isn't levied if no fault is found, as already hinted its when the engineer can't gain access during the agreed time slot or if the cause of the fault is identified as being the customer's equipment.
If you're asking these questions in relation to a specific fault we're looking at for you then let me know the ticket ID as in that case I'd like to make sure notes are passed on to the engineers mentioning the nature of the issue. To give you an example, I've dealt with a fault in the past which only seemed to occur in wet weather, as the weather was dry around the time of the engineer visit we added very specific notes to request that the cable joints on the E and D side cables were checked, so the engineer identified the cause of the issue without needing to see the symptoms.
Adam
Quote 1. Why is there a difference for BT OR visit and they finding no fault between a residential line user and a business line user? £50+VAT vs. £144+VAT. The BTOR engineer has exactly the same task to perform so why the cost difference? Is this a matter of BT thinking businesses have money to throw around? As a small business owner, I can assure you that this is not universally the case. Do business users get preferntial response times?
Both charges mentioned are actually lower than the full cost to ourselves for an abortive engineer visit (or one where the customer's equipment is identified as a cause) we've set those figures ourselves and as you may know we have separate support departments that are responsible for residential and business support so the difference in the figures don't have any direct relation to each other.
Quote 2. How does one 'protect' one self from BTOR attending during the day and not finding a fault (thereby wanting to stiff the business consumer a hefty £144+),
The charge isn't levied if no fault is found, as already hinted its when the engineer can't gain access during the agreed time slot or if the cause of the fault is identified as being the customer's equipment.
If you're asking these questions in relation to a specific fault we're looking at for you then let me know the ticket ID as in that case I'd like to make sure notes are passed on to the engineers mentioning the nature of the issue. To give you an example, I've dealt with a fault in the past which only seemed to occur in wet weather, as the weather was dry around the time of the engineer visit we added very specific notes to request that the cable joints on the E and D side cables were checked, so the engineer identified the cause of the issue without needing to see the symptoms.
Adam
No problem,
I could do with a little clarification about when this happens thought, I can see that my colleague who you spoke with on Sunday noted:
and I'm not sure if what you're saying contradicts that:
I could do with a little clarification about when this happens thought, I can see that my colleague who you spoke with on Sunday noted:
Quote ...only occurs morning and evening,
and I'm not sure if what you're saying contradicts that:
Quote It's now a bright but cold morning here and the BB is performing well as it did yesterday but in between during the dark hours it was useless.
I've seen a report that it partly works when configured as ST585 v6,v7
@Jelv,
Yup!
Have just fired it up on a "what the heck" basis configured for TG585v6/7 and it seems to be doing its stuff. Will provide updates if it misbehaves. It is dusk here now, so I sit and wait to see how badly the BB service deteriorates this evening. What's the betting than now I'm all set up to watch it, it remains fine???
...hmm just during the few minutes it has taken to write, preview and edit this post SN has fallen from circa 9.0 to 4.0... the gremlins are coming out to play in the cable conduits!
Cheer, Kevin
Yup!
Have just fired it up on a "what the heck" basis configured for TG585v6/7 and it seems to be doing its stuff. Will provide updates if it misbehaves. It is dusk here now, so I sit and wait to see how badly the BB service deteriorates this evening. What's the betting than now I'm all set up to watch it, it remains fine???...hmm just during the few minutes it has taken to write, preview and edit this post SN has fallen from circa 9.0 to 4.0... the gremlins are coming out to play in the cable conduits!
Cheer, Kevin
