Charge for not being in for BT Engineer, but not when BT dont turn up...

[gingertips]

so got LOTS of text messages over weekend from Sky, Now & BT telling me am I sure Im going to be in this morning 8-1 for engineer & the threat of £65 charge if Im not.

At 10am I get a text saying they cant send an engineer, would this afternoon be ok.  

Funny how there is no charge/discount/refund when BT dont turn up & my day is impacted further

[gavs82008]

@gingertips 

It is OpenReach not BT, BT supply broadband and TV packages. They do not own the network. 

There is NO charge for an engineer visit, and there IS compensation for a missed visit. 
https://help.nowtv.com/article/auto-compensation

[gingertips]

"If you agree to change your appointment slot on the day of the scheduled visit, then you won’t be eligible for compensation"

[gavs82008]

@gingertips 

There no charge.

If you change the appointment on the day, then of course you won't get compensation. As it is a change requested by the customer. However if they do not show up for the date/time then it's compensation for you. 

You are best to call the broadband team, as I am just a customer like you and talking through experience and a bit of knowledge on how things work.

https://help.nowtv.com/get-in-touch/now-broadband-calls/installation-and-setup

NOW Broadband Members can call us 8am–8pm, 7 days a week.

03300 412472

[gingertips]

thats not what it says it says " If you AGREE to change your appointment slot on the day of the scheduled visit, then you won’t be eligible for compensation"

They dont turn up, give me an alternate date which I have to agree to, so Im not entitled to any compensation...

[gavs82008]

@gingertips 

I said this;

If you change the appointment on the day, then of course you won't get compensation. As it is a change requested by the customer. However if they do not show up for the date/time then it's compensation for you. 

Which is what you're saying. My second sentence will tell you if they do not show up for the re-arranged appointment then you are entitled for compensation

[gingertips]

there is a charge if I am not in when they come though

Hi, it's Sky. To make sure we don't miss you, please confirm you'll be home for your Openreach Engineer on Mon 24, Jul 0800-1300. Charges of 65 pounds may apply if you miss your appointment. If you'll be home, please reply YES. If not, please reply NEW to reschedule or No to cancel the visit by 5pm today.

[RoyB]

@gingertips @gavs82008 

Openreach set a morning appointment, which you agree to. It’s for a date and time.

If they turn up and you aren’t there, they may charge you £65.

But if they contact you because they can’t come, and ask to move the appointment to the afternoon:-

If you decline that, and a new appointment is set for a later date, you get compensation.

But if you agree to the afternoon, no compensation is payable.

Is that a fair summary of the situation?

But even a move to the afternoon may cause you financial loss - a shift, or having to dedicate another half day of holiday, or whatever.

This sounds asymmetrical and unfair.

Financially, other things being equal (which they might not be) the strategy would seem to be not to accede to a request to move the appointment later in the day,

[gingertips]

thats a perfect summary.  If they text you to say "could you accept this other date/time", the advice is to ignore it and go back to Now TV so that you can receive compensation for missed appointment.  They offered this afternoon, but never got back to me so I will be claiming compensation for a missed appointment.  Had they turned up this afternoon, I wouldnt have been able to

[Jayach]

My only comment would be that, as you said, it's a threat, and they may charge £65.00.

I've never heard of anyone being charged. (that doesn't mean it hasn't happened) I think it's about trying to get you to not miss it. (if it happens, Openreach are very stretched on the copper side)