Charges Relating to SFI Visits
We are pleased to be introducing a number of new engineer appointment slots to increase flexibility for both you and your end user when an engineer appointment is required.
It will now be possible to book appointments for standard care circuits on a Saturday, with appointments being available on both Saturdays and Sundays for enhanced care circuits; Additional early morning (EM) and evening (EV) slots will also be introduced Monday – Friday, excluding regional public and bank holidays. The early morning appointment will be between 7am and 8am with the evening slot being between 6pm and 9pm. These slots will be available to enhanced care circuits at no additional cost, but will be chargeable at the following rate for standard care customers:
Early morning appointment: £16.00
Evening appointment: £16.00
We will also be introducing an additional maintenance category for ADSL 2+ and FTTC circuits, Premium Care, which will provide a 7 hour repair window for these circuits. This new maintenance category will be available to purchase for a monthly fee of £15.00.
The above changes and options will take effect from the 13th September 2010.
The Special Fault Investigation 2 (SFI2) visit is also being introduced on the 16th August 2010. The SFI2 engineer visits will offer greater choice with regards to the investigations which the engineer carries out and will also help to clarify what charges are being levied and why, along with hopefully improving the number of broadband faults which are resolved during a first visit.
You will be able to select which of the following modules are investigated during the visit, the relevant charge per module has also been listed:
Module Price
Base Charge £100.00
Internal Wiring £55.00
Internal Equipment £55.00
Pre-ordered Co-op Call £40.00
Network No charge to the customer
Frames No charge to the customer
The way in which engineer charges will be applied will be changing to reflect the above modules, so charges will be levied as per the following scenarios:
- If a network/frames fault is found, BT will pay the cost of the SFI2 visit
- Where only a customer wiring/equipment fault is found the full charge of the SFI2 visit will be passed on, including the base cost
- Where a combination of the above scenarios is found BT will pay for the base cost + the relevant network and/or frames charge however the customer will still be passed the wiring and/or equipment charge
- Any SFI2 visit which shows right when tested and either no modules were requested or no other customer fault was present, the customer will be charged for the SFI2 visit
The standard existing SFI charge will also be increasing from the current £150.00 to £166.00 effective from the 1st August 2010.
SFI Abortive Visit Charges
Due to the implementation of a new BT charge, 186k would like to notify all resellers of the engineer call out “Abortive Visit” charge which is due to be implemented from the 1st January 2010.
This charge will apply for any engineer appointments which are booked but are not completed due to the engineer being unable to gain access to the site / customer equipment. A charge of £85.00 + VAT will be applied to your account in these circumstances.
If you wish to cancel an engineer appointment which is booked for the following day you must do so before 4pm. If the appointment is not cancelled before 4pm then the engineer call out charge will still be applicable, this will be charged at the current SFI rate.
Engineer (SFI) charges can be disputed however this dispute must be raised within 14 days of the invoice date. If BT investigate twice and still advise the charge is a non BT fault then this will stand and must be paid. Any invoices which remain un-paid after this point will be chased as per standard credit control procedures.
Administration / Additional Charges
186k and associated group of companies reserve the right to charge the following fees for administration costs incurred.
- Letter for late payment of invoice: Should a customer be sent a letter regarding outstanding debt on the account you will be charged £15.00
- Phone call for late payment of invoice: Should a customer receive a phone call in relation to outstanding debt on the account you will be charged £10.00
- Late payment of a resellers end user applied 14 days after payment due date: If a late payment of a resellers end user occurs a charge will be deducted from any commissions due to the reseller or a charge will be applied to the reseller for administration of £5.00.
- Providing of information already provided twice: Should a customer request information from us which we can evidence has been provided twice previously to that company a charge of £10.00 per instance.
- Payment by cheque: If you chose to make payment by cheque you will be charged the cheque fee per cheque processed of £4.50.
- Cease Charge: If you request a cease due to non payment of services or customer request a cease of service or if BT cease the service due to non payment or cease of PSTN line a charge of £24.74.
- If you request a regrade of service or Cap change of service a charge of £2.50 will be due.
- 2.5% surcharge on all credit and debt card payments applies.
- Early termination charge prior to 2 days before live date will be charged £17.74
- Early termination charge within 2 days of live date will be charged £69.38.
- £15.00 fee for orders which are cancelled just before they are due to occur.
- £153.20 charge will be due for all expedited orders.
- Migrations from an LLU provider will be charged a migration fee which is equal to the current new connection charge.
Pricing enclosed is correct at time of publication, 186k makes every effort to keep documentation as up to date as possible but will not accept liability for shortfalls due as a result of “out of date pricing” We will notify customers in advance of any change. To ensure pricing is up to date and current please confirm with your account manager.
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