£65 charge for a fault which is resolved
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£65 charge for a fault which is resolved
20-02-2019 10:02 PM
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Re: £65 charge for a fault which is resolved
20-02-2019 10:17 PM
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It does not make any sense especially as Plusnet confirmed there was a fault. There could be many reasons why the fault is no longer there.
Re: £65 charge for a fault which is resolved
20-02-2019 10:25 PM - edited 20-02-2019 10:27 PM
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Welcome to the forum.
You are correct in thinking that it makes no sense at all. You didn't cancel - you informed Plusnet that the fault had somehow cleared. It happens, due to any number of reasons.
Openreach may well charge Plusnet for a "cancelled" (ie not now required) appointment - that's for Plusnet to challenge if they wish.
The fault ticket will have recorded the fact that there WAS a loop fault on the line. No way should they be passing any "cancellation" fees to you.
Zen FTTC 40/10 + Digital Voice FRITZ!Box 7530
BT technician (Retired)
Re: £65 charge for a fault which is resolved
21-02-2019 6:18 PM
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Hi @Mark26,
While it's possible the charge may be deemed as applicable by our suppliers, this isn't something we'd be able to put a 100% confirmation on at this stage as we won't have received a report from our suppliers with engineer charges for faults raised so recently.
The best advice I can give at this point is to simply wait to see if you receive confirmation of the charge being applied to your account as we'd be more than happy to review this at that stage.
Personally, I'd be quite happy to discuss this with a manager and see if we can waive the fee, but we wouldn't be able to do that until it's produced on the account.
So to avoid coming to an agreement on that now and then potentially having the charge be produced on the account anyway, it would be best to simply wait, as it may not even be a discussion that is required if we don't receive confirmation from our suppliers that they're going to impose a charge.
Do let us know if the charge is produced on your account, and I'd be more than happy to pick this back up at that time.
I hope this helps, and I do apologise for any confusion caused by the discussion with the previous advisor.
Re: £65 charge for a fault which is resolved
29-04-2019 6:09 PM
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Thank you so much for your helpful reply. I have just received notification of a £65 charge and I am a bit more confused because it does not say I phoned to cancel too late it says an engineer did come anyway and could not get access. I was not in because the fault had resolved it's self and I notified customer service as per my original post.
If you are able to help me resolve this I would really appreciate it.
Many thanks,
Mark
Re: £65 charge for a fault which is resolved
29-04-2019 8:28 PM
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