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Plusnet being vague with engineer costs

afiqul
Dabbler
Posts: 12
Thanks: 1
Registered: ‎08-06-2016

Plusnet being vague with engineer costs

My internet is down currently and I potentially need an engineer to come out.

I believe there are 2 potential causes for the problem.

1. Faulty wiring at the cabinet - in which case the engineer will be free

2. Faulty openreach modem

I asked the person in the support ticket specifically whether I would have to pay if the openreach modem was faulty and received the standard vague line about having to pay if the problem is within the boundary of my property

- surely if the modem is faulty and within warranty, I should not have to pay anything as this is due to BTs faulty modem?

I was hoping for some clarification here before I ask for an engineer.
5 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 6,129
Thanks: 592
Fixes: 231
Registered: ‎01-01-2012

Re: Plusnet being vague with engineer costs

If it's the Openreach modem that's faulty you won't get charged.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Community Veteran
Posts: 2,568
Thanks: 177
Fixes: 2
Registered: ‎27-05-2011

Re: Plusnet being vague with engineer costs

I believe if you report a fault by following the online procedure there's a very small chance of the fault being on your home wiring and equipment so avoiding potential charges Smiley

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Community Gaffer
Community Gaffer
Posts: 17,682
Thanks: 665
Fixes: 167
Registered: ‎05-04-2007

Re: Plusnet being vague with engineer costs

Yep, the tests you're asked to go through are there to try and eliminate internal issues being the cause.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
afiqul
Dabbler
Posts: 12
Thanks: 1
Registered: ‎08-06-2016

Re: Plusnet being vague with engineer costs

Thanks all, I know I get frustrated at the situation, but I can't fault how quickly you get responses to problems through all the different support channels. 😀
Community Gaffer
Community Gaffer
Posts: 17,682
Thanks: 665
Fixes: 167
Registered: ‎05-04-2007

Re: Plusnet being vague with engineer costs

The engineer has been booked for you and the ticket updated.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff