When we send an engineer to your home, we sometimes have to charge for it. For example, if the problem's with your home wiring or your equipment has been damaged by a pet or building work. If this is the case, a charge will be added to your next bill. If the problem is with our network, as it is the majority of the time, you won't be charged.
You'll be charged if the problem is caused by things like:
- Your main socket, due to damage you've caused
- Your home phone extension wiring
- A faulty BT Hub that's out of warranty (your Hub is in warranty if you're in contract)
- Damage caused by damp, flood, fire, or building work
- Damage outside caused by things like broken guttering or trees
- Telephone wires that have been accidently cut
We won't be able to tell you if there's a charge until after an engineer visits your premises. So it's worth trying our landline and broadband troubleshooters to test your line and run through some quick checks.
If we can't find a fault or fix the problem online, we'll give you the option to book an engineer appointment.