- Whilst investigating a fault, a BT engineer can call the customer (us) to discuss it if they deem it necessary. We no longer have an opt-out for that.
- Regardless of how the fault pans out, and even where it is undisputedly a BT fault that we reported, and was fixed by BT, the customer (us) will be charged £35+VAT for the "co-op call" the engineer made to us.
- We are required to provide a contact number for this purpose when booking the engineer.
This means that they charge us for them to ask us for our help regarding a fault.
I really find it hard to believe they have the balls to pull this one. They must realise that it is fundamentally wrong. Surely they realise that there are limits to how far they can push this crap.
I am giving them formal notice of our rates for consultancy for such calls tomorrow as an open contractual offer to them. We will talk to BT engineers to help them fix faults for a charge that we make to them.
Update: BT plc t/a BT Wholesale are disputing the policy change made by BT plc t/a Openreach, and as such will be crediting charges for co-op calls that were not request (on the following bill). Obviously we'll be disputing and withholding the charges anyway so they know why the bill was not paid in full (i.e. we are not lending them money for a money).