Plusnet being vague with engineer costs

[#1]

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.

[#2]

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

[#3]

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 

[#4]

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

[#5]

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. 😀

[#6]

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