Cost of Open Reach engineer

[Michael+Ray]

Internet failed. Had to pay £63 for an Open Reach engineer to come to repair it. Been with Sky for 19years. Is this normal practice?

[GD1]

@Michael+Ray  If you had to pay was the fault indoors or outdoors?

[cookiemonsteruk]

@Michael+Ray 

Are you out of contract ?

Did sky charge you?

Was the fault internal?

[Michael+Ray]

I'm not sure if out of contract. All I know is we pay Sky every month. Can't see anything in my account  about in/out of contract Fault was outside.

[Michael+Ray]

Fault was outside

[cookiemonsteruk]

@Michael+Ray 

As far as i am aware the charge is there in case the fault is internal

@GD1 Am i right ?

[GD1]

@cookiemonsteruk  That was my understanding also, my advise would be to call Sky and query the charge as it is external and you cannot be liable for this.

You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
(UK) https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number
(ROI) on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

Stay on the line and don’t hang up if prompted to. Apparently the quieter times to ring are just after 7am or about 9pm.

[Michael+Ray]

The fault was outside

[cookiemonsteruk]

@Michael+Ray 

Give sky a call as above. Any difficulties drop a post here and we can escalate

[Highlinder]

@cookiemonsteruk& @GD1  it sounds like that @Michael+Ray  is out of contract and hence the reason they are being asked to pay for the engineer visit.

They might want to check with Sky if they had been asked to take out a new contract for broadband before getting the engineer visit arranged as then there should have been no cost to them.

[simon194]

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@GD1 wrote:

@cookiemonsteruk  That was my understanding also, my advise would be to call Sky and query the charge as it is external and you cannot be liable for this.

You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
(UK) https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number
(ROI) on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

Stay on the line and don’t hang up if prompted to. Apparently the quieter times to ring are just after 7am or about 9pm.

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If you are out of contract then Sky can pass on the some or all of Openreach's callout charge although they usually try and get you to recontract  first to get the fault fixed with no charge.

[cookiemonsteruk]

@Highlinder 

Thought even then it was a charge if both out of contract and internal fault 🤔

[Highlinder]

@cookiemonsterukIf it is an internal fault then yes they would be charged. But at times when I have had issues with something inside the engineer made it so I was not charged.

That was me getting my first pre-filtered socket it because my extensions caused a ring effect as causing the broadband to drop. Had a few engineers out when I was with BT and BE.

[TimmyBGood]

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@simon194 wrote:

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If you are out of contract then Sky can pass on the some or all of Openreach's callout charge although they usually try and get you to recontract  first to get the fault fixed with no charge.

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I always advise that's bogus because the subscriber isn't 'out of contract': they're just not inside a minimum term.

[Michael+Ray]

Spent hours on phone trying to start new contract but then sky wouldn't send out engineer until 19th May so caved in and agreed to pay just to get Internet back on