I am not saying who this is yet and not even saying "our favourite telco" on this occasion.
We buy a service - a broadband connection - delivered at a master socket in a premises. It is a service we sell to our customer (the end user).
If something make that service, at that service delivery point (master socket), stop working, then it should be fixed, clearly. We pay for a working service.
What if the cause of the brokenness is some radio interference, on the telco side of that master socket, not actually on the end users side of it.
A common example is a faulty plugtop power supply such as a mobile phone charger causing radio interference. We have also see faulty satellite equipment, and even poorly installed telephone lines in lifts!
What if it is someone down the road interfering with all the ADSL lines on the road?
What if it is someone in the same building complex but not actually anything to do with the end user?
Now, an engineer will get called out, and investigate, and after some time may find the cause and persuade the owner of said plugtop to replace it or at least turn it off! Problem solved.
The issue is that a lot of people get involved in making that happen. The end user spends time investigating the issue. We spend time investigating it. We get our supplier to investigate. Ultimately one or more engineers actually go there, test things, hunt down the problem. The owner of the plugtop spends time on it. That is a lot of work done by a lot of people.
So who pays for that?
Who should pay for that?
Or is it one of those things - each party doing the work has to take the hit for that work to get things fixed even if not their fault?
I only ask because we have a case of a 3rd party interference, and our supplier is insisting we pay for the engineers involved. That does not normally happen, but in this case, even though clearly "3rd party", so (obviously) not us causing it, but also not even our end user causing it, they still want us to pay. They seem to have no good reason why we pay, and not the party employing the engineers, and not our supplier, but us. Clearly we can't charge our customer for fixing the service we provide to them, we would be stuck with the bill.
Maybe I need to have our customer bill us for their time, and we add out time and bill our supplier, and our supplier adds their time and bills the telco, and the telco adds their time, and bills the person with the faulty plugtop. That would be just as logical as the way it seems to be done now. The last step means showing a tort though, and maybe that last person needs to bill the manufacturer of the faulty equipment, who then charge their insurers...
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