Hi there,
When a customer raises a fault to us we perform a line test. This comes back with one of 4 results:
1 - Line fault, raise to BT Openreach
2 - Exchange issue/MSO, see emails for updates
3 - Customer line/wiring issue
4 - No fault found
If 1 is returned we'll raise the fault immediately.
If 2 is returned we'll check our updates and advise the customer accordingly.
If 3 or 4 are returned we would confirm that the customer has tested everything possible to rule out problems outside of the repair remit, and would raise to BT with the customer's agreement.
We don't get many charges passed on to be perfectly honest, as the tests are pretty comprehensive, but if there is a possibility of a charge we will give the customer notice before raising.
