Subpart 1:Timescale Charges
Timescale charges are raised to cover time spent by BT engineers:
• repairing faults where this work is not covered under the terms of a service contract with BT, and
• for providing or rearranging services or equipment where standard BT charges are not available.
Where a reported fault is found to be on a BT product or service which is under a service guarantee or is covered by a maintenance, service care level or rental agreement, BT will respond to repair the fault or replace the faulty equipment in accordance with the terms of the service guarantee or maintenance, service care level or rental agreement.
Timescale charges as set out in the tables below apply as follows:
• Full-rate charges - Where the fault is found not to be with any BT service or equipment. In particular this covers the situation where no fault is found, or the fault is found to be on non-BT equipment, or is due to damage caused by someone other than BT or someone at the customer's premises, or due to theft, loss or removal of equipment, or in the case of customer owned or rented equipment (but not BT's network) faults caused by damage by external or environmental factors (e.g. lightning, electrical surges or floods).
• Supplementary charges - Where BT agrees to carry out work at specific times which are not covered within the terms of the service guarantee or maintenance or rental agreement.
Provision and re-arrangement of equipment, wiring, network or services
Timescale charges as set out in the tables below apply where a customer requests work to be carried out on site involving the provision or rearrangement of equipment, wiring, network or services, where:
• no standard prices exist for this work (full-rate charges will apply) or
• the work is to be carried out outside the normal working day or earlier than within our standard timescales (supplementary charges will apply).
Time-scale charges do not apply for the rearrangement of any BT network equipment or line-plant which is located on the customer's premises where these charges are assessed under charging rules for the rearrangement of BT plant and equipment (see Section 1 Part 12Shifts & Rearrangement of Exchange Line Wiring, Lineplant and BT Network Equipment)
Timescale charges apply to business or residential customers including any emergency home visits.
Full-rate charges apply to:
- (a) Call-outs to repair faults or damage associated with BT's network services, including any Network, Cabling, Dropwire or underground feeds within a customer's curtilage up to and including the Network Terminating Point, and to repair faults in BT on-site equipment (or to replace such equipment at BT's discretion).
- (b) Work carried out on provision, rearrangement and configuration of BT’s products and services where there is no fixed price.
A minimum charge will apply to all work carried out which is the visit charge or per occasion charge plus the hourly charge for the minimum number of hours as set out below. Any time spent over the minimum number of hours will be charged at the hourly rates below.
Supplementary charges will apply if planned work is required to be carried out outside normal working hours, where provision during normal hours is included within the standard price. These charges apply in conjunction with a provide or change request involving normal list prices and are in addition to these charges.
Where multiple engineers are involved in a job, separate charges should be raised for each engineer.
Charges in this section will apply unless otherwise specified in the BT Price List.
Table A - Network On-site
For any on-site work related to BT network services up to and including the associated Network Terminating Equipment.
e.g. PSTN, ISDN, Broadband & Private Data, Voice & IP Services.
Note - for work on BT’s Public Switched Telephony service only, the visit charge will include up to £20.00 materials (other materials will be charged at appropriate rate)
Table B - Equipment On-site
For on-site work associated with the installation, repair, enhancement, modification or relocation of any on-site equipment beyond the Network Terminating Equipment.
Engineering visits on a managed service where outage is due to a customer equipment or power issue will be charged
according to the visit charge and hourly rate below. If the engineer is able to repair the fault by unplugging a piece of
equipment or wiring with no further investigation, then the appropriate visit charge only will apply. Otherwise the
appropriate hourly rate will always apply in addition to the visit charge and any supplementary charges.
Table C - Remote Configuration
For remote (off-site) configuration of any BT product or service used or accessed by the customer.
See Section 5 Part 1 Subpart 4Big and Large, Small and Medium Switch Remote Configuration Time Related Charges for remote (off-site) configuration of any of the following products: Meridian, ISDX/Realitis, SX2000, Definity, MD110 and Succession / CS1000.
Otherwise, for all other BT products or services where remote configuration work is required which does not require a visit to the customer’s premises a ‘per occasion’ charge will apply in addition to the hourly charges detailed below.
Abortive Visit Charges
An Abortive Visit Charge will be applied where an appointment is agreed for work at a Customer's Site and the engineer arrives within the appointment slot but is unable to carry out the work for any reason such as but not limited to the following:
• Engineer is unable to gain access to the site or premises
• Customer is not ready for the work to be completed i.e. building work
• Person who placed the order or their representative is not available to provide detailed work instruction i.e. socket location
• Escort is not available. Engineers cannot enter premises unescorted or with a person under the age of 18
Timescale charges will not apply if the customer cancels the appointment before the BT engineer has arrived at the premises. Once the BT engineer has arrived at the premises, an abortive visit charge only will apply if work is cancelled or postponed by the customer, or if the appointment is not kept by the customer.
Part hours are increased for charging purposes to the next whole hour.
The call out element of the charge does not apply if the BT engineer is already visiting the premises to carry out other work, the standard charge for which includes the cost of the visit. Where BT chooses to spread the job over several visits which could otherwise 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.
Timescale charges may apply for complex provision work carried out to place the Network Terminating Point (NTP) of the line at the location requested by the Customer where such work exceeds 2 hours of engineering time. Where multiple lines are provided, 2 hours will be allowed for each line and Timescale charges will apply for any time over the total allowance. There may be separate charges for additional infrastructure covered by Section 45 : Excess Construction Charges.
CALL CONNECT SYSTEMS (SWITCHES) (see Section 5 Part 1BT CPE - Charges)
Timescale charges as set out in this part of the Price List also apply to switch configuration work.
Timescale charges may also apply to the provision of temporary service (Section 15 Part 11Temporary Service). There may be separate charges for additional work covered by Section 45: Excess Construction Charges.
(a) Normal working day for both Residential and Business customers requiring repairs ( where this is not covered by service care level, rental or maintenance agreement) to PSTN services, telephones or answering machines and all provision and rearrangement work is: 0800 - 1700hrs Monday to Friday.