Charges Relating to SFI Visits
Recently BT Wholesale have announced new pricing applicable for engineer call out charges to all providers. From 23rd March 2013 pricing will change as follows:
Faults Investigation (SFI)
Special Faults Investigation (SFI)
ADSL, ADSL2+ £149.00 Special Faults Investigation
(SFI) FTTC £170.00 Special Faults Investigation
(SFI) FTTP, FTTP On-Demand £170.00
Faults Investigation 2 (SFI2)
Broadband Special Faults
Investigation 2 DSL Charge (Base Module)* £145.00 Broadband
Special Faults Investigation 2 ADSL Charge (Wiring
Module) £55.00 Broadband Special Faults
Investigation 2 ADSL Charge (Equipment Module) £55.00 Broadband
Special Faults Investigation 2 ADSL Charge (Co-op
*Where a fault is found on the BT network, this charge will not apply.
Please note - Where possible, when an engineer visit is requested on an ADSL product we will book a Broadband Special Faults Investigation 2 DSL Charge (Base Module). Additional modules will only be booked if requested, however, these additional modules will be chargeable irrespective of the outcome of the engineer visit. For example, if a wiring module has been booked and a BT fault is identified during the visit, the wiring module will still be charged.
BT have also announced an increase in the expedite charge for FTTC and FTTP circuits, from the 1st April 2013 this will change as follows:
Expedite FTTC, FTTP £206.00
Morning and Early Evening Appointment Slots
It will still 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:
morning appointment: £16.00
Evening appointment: £16.00
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. This charge will also be levied for missed FTTC/FTTP installations. 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 or FTTC/FTTP installation rate.
Engineer charges can be disputed however any disputes 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 £31.12.
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 debit card payments applies.
Early termination charge prior to 2 days before live date will be charged £18.09
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.
£156.29 charge will be due for all expedited ADSL 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.