Connectivity

DSL Engineering Visits

BT engineering visits are carried out by BT Openreach engineers to diagnose and repair faults connected to BT’s own equipment. This includes equipment up stream of the BT master socket within your premises. BT engineers will only diagnose from the master socket and not from any extended sockets. DSL tests are carried out using the engineers provided DSL modem and not using customer equipment, the tests are also carried out having first disconnected any other equipment connected to the telephone socket such as telephones, fax machines, Sky boxes and the like. Before we will book an engineering visit, you will be required to sign and return an order form confirming that you agree to pay the fees should they become chargeable and that you have read and understood this document.

Costs

Engineering visits are chargeable if there is no BT fault found when the engineer tests the line. You may also be charged an aborted engineering visit fee if the engineer cannot get access to the premises during the appointment slot.

Before Booking

The following tests need to be carried out in order, by signing the order form for an engineer visit, you are confirming you have completed these tests.

Plug in a standard telephone into the master socket and confirm you can get a dial tone. Check for noise, crackles, etc

Make an outgoing call from the line. Check for noise, crackles, etc

Receive an incoming call on the line and confirm the correct CLI, Check for noise, crackles, etc

Check the DSL service in the master socket with all other equipment disconnected including fax machines, telephone extensions, Sky boxes, etc. Also ensure you only have 1 computer connected to the router or modem and that machine is free from viruses and malware.

Carefully remove the master socket faceplate. If there is a socket behind the faceplate, connect directly into this test socket.

Test the account using the BT test account (this requires a standard of technical knowledge): reconfigure the modem/router with the username as bt_test@startup_domain with no password (or test) and browse to http://www.bt.net/digitaldemo.

Plug in new or alternative microfilter and leads of the correct type and re-test the DSL service.

Plug in a new or alternate router/modem of the correct type and re-test the DSL service.

Booking

Appointments are allocated from Monday- Friday (excluding bank holidays) and either AM or PM.

AM slot : 08:00 until 13:00
PM slot : 13:00 until 18:00

The engineer may require access to the premises at any time during these times, although sometimes the fault can be resolved at the exchange and access may not be required. If the engineer requires access to your premises and cannot get access the visit will be aborted and charges levied.

Cancellations or Changes

It is possible to cancel or change an appointment up to 15:00 hrs the working day before the appointment. It is the responsibility of the customer to give Gconnect sufficient time to cancel the appointment with BT Openreach and whilst we will endeavour to respond to cancellation requests as soon as possible, should the deadline be missed, the customer will still be responsible for the cancelled visit charge.

During the Visit

We strongly recommend that customers check what work is being done at the premises during the visit. Getting a brief account of what is being done or what has been done is beneficial should there be any dispute over the charges.

After the Visit

When the visit is over, the BT engineer will report back with an explanation of what work has been completed. Depending on whether a BT fault was found and corrected depends on whether there will be any charges made. There is often a significant delay between the visit and the bill arriving so it is important to keep a record of what was done.