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).

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, 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