I am really annoyed at BT trying to charge for SFI (Special Fault Investigation) visits where the engineer has either been incompetent and not found the fault (shown to exist by a subsequent engineer), or has found and fixed a fault within the BT network (shown by engineers notes saying he did work, and the fault going away as a result).
We are pretty much at the stage of going to court over it - we have solicitors involved, and the next step if they do not back down is we take them to court.
But now Talk Talk at at it - they simply send the SFI disputes to BT who send them back saying "The initial test passed and the engineer carried out all the required checks for a base module, therefore the charge is valid. Thank you for your enquiry."
Talk Talk even list SFI as a "product" they sell. Obviously we have no interest in buying such a product from them. We buy broadband, and if that is not working we require it to be fixed at no extra cost. We have made this clear to them, so we await details of how they plan to fix faults without using this "SFI product".
We'll see how it goes, but it may end up in court with Talk Talk at this rate.
Why is it so damn hard for BT and TT to understand that they have to fix faults in the services they sell.
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"Why is it so damn hard for BT and TT to understand that they have to fix faults in the services they sell."
ReplyDeleteProbably because they get away with it when dealing with virtually every other ISP that then routinely passes the SFI charge on to their customer. I hope you do pursue them in court and a precedent is set.
"Why is it so damn hard for BT and TT to understand that they have to fix faults in the services they sell."
ReplyDeleteBecause most providers with their outsourced support centers don't do enough checks to make sure the fault isn't the end user or their equipment. I expect a huge percentage is idiots demanding an engineer to come out and fit an ADSL filter to the sky box they just had installed.
Sadly - not every provider is as thorough with their support as you are.
No, but it is a BT problem. If the service included a modem and did PPPoE (like FTTC and FTTP now) then no SFI would ever have been needed as no grey area - always proved as BT or not BT with simple tests. BT could have done that instead of inventing SFI. By now we would have line or PoE powered smart sockets which did ADSL/VDSL and bridged PPPoE as part of a BT link service with TDM on Ethernet side to push testing in to user realm for diagnostics.
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