Charges for engineer visits Sample Clauses

Charges for engineer visits. We may charge you for engineer visits, as set out in the Price Guide, in the circumstances listed below. • You provide an incorrect address. • Entry is refused to the premises, or access cannot be gained by the engineer. • There is no person at the premises over 18 years and authorised by you to manage the broadband Service. • We agreed pre-requisite requirements for the premises with you to carry out the work successfully, and these requirements have not been met. • The engineer finds that the fault that you have raised is not related to our Services or equipment, or the reported fault was not present. • The engineering visit is cancelled by the customer later than two working days before the appointment date. • The issue could have been fixed using guidance already supplied by our Helpdesk over the phone or by email. A common cause of reduced service quality is the wireless connection from the router situated within your home to your device(s). Many issues are resolved by connecting your device to the router using an Ethernet lead instead of Wi-Fi, and our Helpdesk will explain how to do this before arranging an engineer visit. • An engineer arrives at the premises to carry out the work you requested, but you no longer wish the work to be carried out.
Sample 1
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