A Visit Charge is raised where BT visits a customer's premises to provide a product or service, but the charge for the visit has not been included in the price of the product or service. A Visit Charge covers the cost of the engineer attending the customer premises only, although where an item of plug-in apparatus is delivered, it would cover the time spent in unpacking and connecting it. Any work carried out over and above this would incur an additional time-related charge (see Section 15, Part 8).
All business and residential customers for products and services requiring a visit, for which a charge has not been included within the price of the product or service itself.
Visit Charges are waived for the provision of certain items to disabled customers (see Section 15 Part 3).
A Visit Charge does not apply where BT visits the customer site to
(a) remove rented equipment or
(B) check the suitability of wiring prior to a new customer takeover of telephone service, although charges may apply in some instances where network equipment removal is requested by the customer.
A single Visit Charge applies even if multiple products or services are provided during the same visit. If more than one visit is required, a charge is raised for each engineer visiting on each occasion.
Flexible Appointment Charge - Per engineer per visit - in addition to standard visit or call-out charge
Customers can request either a 7am-8am or 6pm-9pm appointment slot (Limited availability)
More Focused Appointment Charge - Per engineer per visit - in addition to standard visit or call-out charge
Customers can request either a 10am–12am or 2pm–4pm appointment slot (Limited availability)
Residential Customers - One-off charge for BT engineers
(NB This charge does not apply to Redcare visits)
One-off charge for engineering visits for Redcare installations for fitting a Block 92A for alarm connection
Normal working day for residential and business customers is Monday to Friday, 08:00 to 18:00 hours.
If the customer requests work to be carried out at any other time, then Supplementary timescale charges for provision and rearrangement work will apply in addition to the visit charge (see Section 15 part 8)
Visit Charges will not apply if the customer cancels the appointment before the BT engineer has arrived at the premises. However, once the BT engineer has arrived at the premises, and the customer was aware of the appointment, BT may raise an Abortive Visit Charge (see Section 15 part 8) if there is no access to the customer premises on the date of the agreed appointment. These situations apply for both provision and repair visits.
The Visit Charge does not apply if a BT engineer is already visiting the premises for other work, for which the charge includes the cost of the visit. Where BT chooses to spread the job over several visits which could have been carried out in a single visit, a single call-out charge will apply per engineer. Otherwise, a Visit Charge applies for each visit per engineer.
A Visit charge will apply if a visit is made at the Customer's request to pre-wire the Customer Premises before provision of Service, for up to 4 exchange lines. This would involve putting in place any exchange line wiring which the Customer may wish to coincide with other refurbishment work being carried out at the Customer Premises. Timescale Charges may also apply (see Section 15 Part 8).
BT will automatically refund the Flexible and/or More Focused Appointment Charge if the engineer fails to attend or fails to arrive in the agreed Flexible/More Focused appointment slot.
FOR EXPLANATION OF TAX EXCLUSIVE AND INCLUSIVE CHARGES, SEE VALUE ADDED TAX IN GENERAL NOTES. THIS NOTE HAS NO CONTRACTUAL FORCE.