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. Generally, 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.
Eligibility
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.
Exclusions
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 remove rented equipment or to 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.
Pricing Information
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 person visiting on each occasion.
Residential Customers - One-off charge for BT engineers, with the exception of BT Global Services engineers, including BT Openreach engineers, engineers in Northern Ireland and specialised Retail engineers (eg those working on Payphones)
(NB This charge does not apply to Redcare visits)
108.69
125.00
One-off charge for Global Services engineers and engineering visits for Redcare installations
55.00
63.25
Normal working day for Residential customers requiring visits for PSTN services is: 0800 - 1700hrs, Monday to Saturday. For visits in relation to other services for residential customers and all visits to business customers, the normal working day is: 0800 - 1700hrs Monday to Friday. If the customer requests work to be carried out at any other time, then Supplementary Timescale charge for Provision and Rearrangement work will apply in addition to the visit charge (see Section 15 part 8)
Conditions
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 a Visit Charge. Similarly Global Services will raise a Visit Charge when there is no access to the customer premises on the date of the agreed appointment. These situations apply for both provision and repair visits.
Additional Information
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 per engineer visit.
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. Where Pre-wire is particularly time-consuming Timescale Charges may also apply (see Section 15 Part 8).
BT Price List