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. | Time-scale charges do not apply for the rearrangement of any BT network equipment or line-plant which happens to be 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 12) | Eligibility | | Timescale charges apply to business or residential customers including any emergency home visits. |
| Pricing Information | | 1. Repair of Faults | | 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 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 or rental agreement. Timescale charges as set out in the table below apply 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. | -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 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 (eg lightning, electrical surges or floods). |
| 2. Provision and Rearrangement Work | | Timescale charges as set out in the table 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. | -The work is to be carried out outside the normal working day or earlier than within our standard timescales. | Charges | The following charges apply to: - 1) Call-outs to repair faults or damage associated with BTs Public Switched Telephony Service, ISDN30, Private, Data and Telex Networks, 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 telephones and answering machines (or to replace such equipment at BT's discretion) and as referred to above.
- 2) Work carried out on provision and rearrangement on customer networks where there is no fixed price, including work on PSTN and Private Networks and as referred to above.
| In addition a Supplementary charge 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. | A minimum charge will apply to all work carried out which will be equivalent to a time based charge as set out below. | Business Customers | a) For work on BTs Public Switched Telephony Service (including PSTN, ISDN2, Featurelines, ISDN30, BT One Voice SIP trunk UK and private payphones). |
| b) For work on Private, Data and Telex Networks |
| If the engineer is able to repair the fault by unplugging a piece of equipment or wiring with no further investigation, then the appropriate call-out charge only will apply. Otherwise the appropriate hourly rate will always apply in addition to the call-out charge and any supplementary charges. |
| Notes : 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 at, or gain access to, the customer's Site. Further information is provided in the notes below The charge is applicable when the customer has requested BT to attend the customer's premises and the engineer has arrived on site within the appointment slot and: - Engineer is unable to gain access to the site or premises or
- Customer is not ready for the work to be completed i.e. building work or
- Person who placed the order or their representative is not available to provide detailed work instruction i.e. socket location
BT will also charge an Abortive Visit Charge when: An escort is not available. Engineers cannot enter premises unescorted or with a person under the age of 18. | Residential Customers |
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| Conditions | | 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, the Timescale call out 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. |
| Additional Information | | 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 per engineer per visit. | 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. | TIMESCALE CHARGES ALSO APPLY TO BIG & LARGE SWITCH CONFIGURATION WORK For charges see section 5 Part Subpart 5 Timescale charges may also apply to the provision of temporary service (Section 15 Part 11). There may be separate charges for additional work covered by Section 45Excess Construction. |
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| Notes | | (a) Normal working day for both Residential and Business customers requiring repairs ( where this is not covered by a rental or maintenance agreement) to PSTN services, telephones or answering machines and all provision and rearrangement work is: 0800 - 1700hrs Monday to Friday. | (b) This service is only available to customers with a valid BT Maintenance contract for their switch and is provided subject to BT Maintenance terms and conditions. | (c) These charges also apply if a customer requests a standby engineer for possible fault repair at a site. | (d)Not available for new supply. |
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BT Price List