A customer of my works had a problem with their broadband, turns out there was a fault with the master socket, apparently the engineer replaced it. Now according to demons less than helpful customer service department they have to pay for the engineer turning up. I certainly thought that BT wouldnt charge if a fault was found before the socket on the front of the master socket. This line has no extensions on it so it was line coming in, master socket, filter, router.
Am I correct in my belief that the customer shouldnt be charged for this fault??