Is that the case even if the damage was caused by a person that was living at the property? Presumably if someone accidentally damages an internal wire BT would charge to rectify? It's possible the previous owner/tenant caused the damage rather than it being normal wear and tear.

It's a fine line if the damage is deliberate, although it is still technically BTs wiring pre-NTE and their responsibility.

I've seen Openreach charge for issues "inside the boundary of the customer property".

Agreed, if disputed the charge will commonly be refunded by the service provider. It is important the customer stipulates the fault was not on their internal wiring, but on the wiring pre-NTE which is BTs cabling. You pay line rental to ensure the cabling up and to the NTE is functional, BT are not liable to provide a service to any of your internal telephone extension sockets. If the service works fine in the TEST socket but not an extension, that would be a clear charge if the engineer had to repair the extension post NTE.

Unless of course, the customer has caused the damage to the pre nte wiring...

From the description there isn't an NTE5, so no test socket.

AIUI, as part of a new line connection/installation for a new customer a working line should be installed with whatever Openreach work is required. The ISP is being charged a standard fixed price, and may or may not be charging the user. A new NTE5C will/should presumably be installed, even if there had been an NTE5A present.

Scenario...windows being fitted and the incoming line is severed, or change that to damage by garden implement etc...

In those cases damage on the Openreach side of the demarcation point is chargeable, in the previous owner did it scenario a lot revolves around the likely looking age of the damage

Ultimately the op has asked their ISP to install a new service. It is now the ISPs responsibility to provide a working service upto a working NTE. The op does not have this hence clearly the ISP is responsible to get this going. Had the OP arrived into the property and severed the cabling they would be liable, in this event the cabling looks aged with wear + tear & there is no obvious damage by the op.

Additionally as part of a new line install, where a NTE master does not exist this is usually rectified free of charge. The op cannot officially go and install their own NTE hence it is BTs job.

Likely is the case the line is OK internally anyway, and they will get it going externally. We will see. Either way the NTE should be a point which clearly segments BTs side and the consumers side, the only chargeable category would ideally be deliberate or accidental damage e.g. cutting cable yourself or a builder damaging it, which the account holder authorised not the property owner 1 year ago.

Edited by ukhardy07 (Wed 03-May-17 12:05:11)

They've sent an engineer out to the box on the street today. They said they'd call if they need access.

I suspect they'll beee access so I'm keeping my phone by me but so far nothing heard at all and I've not seen anyone by the box - I'm cleaning and sorting my new house out and I've been here all day.

BT said they'll fix this by tomorrow night. Hope so. But we shall see.

Edited by deleted (Wed 03-May-17 15:09:35)

You need them instructing to replace the master socket if you haven't got an NTE5. They can/(are supposed to) do it free if called out for some other purpose, which this is, but if not in the premises the engineers won't know it needs doing.

You could try telling them and see what they say. Nothing lost by that, but they may just say they need you to go through your ISP. Trouble is doing it through the ISP could result in a separate job, chargeable.