Engineer visits

I've got a line problem at the moment and my ISP want to send out an engineer. Obviously there's the whole thing about being charged if there's a fault with internal wiring, etc. However, there's a clause in there about a charge if there's no fault found.

If I've done something stupid, I can see how it's my fault I should be charged. But if I'm getting an issue which MFI - that seems a little unfair?

That’s down to the service provider if they wish to pass any charges on.

What’s the issue you are reporting ?

It's an intermittent noisy line causing broadband drops.
I think it's caused by builders down the road with a big hole, but I've no evidence of that.

My ISP is PlusNet if that helps.

Have you actually spoken with PlusNet? First step would be for them to check your line for faults which is easily done.

edit - doh... yes of course, from what you say it's clear you have. Did they do a line check? I've been in this situation myself and I didn't get charged but of course that's no guarantee.

Edited by longedge (Tue 02-Feb-21 14:20:15)

I've had many visits initiated by TalkTalk, I think every time they have warned that there might be a charge, never has been because the internal set up is as left by engineer from original FTTC install, i.e. no extensions and one phone and router plugged straight into master socket. The ISP can see the disconnects so there should be no issue around 'no fault found', and that has been the case with several of the visits I had due to a intermittent fault.

So have they raised a broadband fault ? I do hope so.

Otherwise it’s a CDTA (conscious decision to appoint) you’ll get some new starter who will PQ test, and unless you are very lucky, that will be that. Not fixed.

Doubtless I’ll be leapt upon by others saying ‘no, it’s a voice fault, report it as such’ that is the wrong thing to do.

Get your SFI/SFVA fault raised, and when the engineer is on site, have them use their phone on the line whilst their tester is in manual sync, hopefully with the error log screen showing. This should demonstrate the issue, with increased errors, and dropped sync. Hopefully the TDR function can pinpoint the fault. Look at leg balance on the PQ test too .... fingers crossed you get an ‘old hand’

In reply to a post by Zarjaz:

Get your SFI/SFVA fault raised, and when the engineer is on site, have them use their phone on the line whilst their tester is in manual sync, hopefully with the error log screen showing. This should demonstrate the issue, with increased errors, and dropped sync. Hopefully the TDR function can pinpoint the fault. Look at leg balance on the PQ test too .... fingers crossed you get an ‘old hand’

Just to add: I had an 'old hand' SFI visit several years ago (Saturday job ) and the first thing that he did was examine internal wiring before thoroughly doing all the checks from the NTE5 test socket. Eventually the DSL fault was found at the exchange, this he immediately reported to me with a phone call. Obviously there was no charge for this visit but it demonstrates the importance of ruling out all potential internal wiring issues, including any modem/router problems, before requesting a SFI.

MFI?

A furniture retailer from the 80s