Skip to main content
Engineer call outs and costs | BT Business

Engineer call outs and costs

There’s no charge for most engineer visits. So, if an engineer is already visiting your premises to carry out some work, there wouldn't be a cost.

There may be a charge if an engineer is called out to fix a fault that you could fix yourself, like a fault with your phone equipment. To avoid unnecessary charges always check your connections and equipment carefully first before arranging an engineer visit.

Engineer repair charges

If it’s a BT product or service at fault and it’s covered by a service guarantee or a maintenance or rental agreement, we’ll repair or replace as appropriate in accordance with the agreed terms.

If the fault isn’t with any BT service or equipment or we have to carry out the work at a time not covered by the terms of the agreement or guarantee, then a charge will apply. This could be when:

  • No fault is found.
  • The fault is on non-BT equipment.
  • The fault is due to damage caused by someone at the customer's premises.
  • The fault is due to theft, loss or removal of equipment.
  • Equipment is customer owned or rented (but not BT's network) and the fault is the result of external damage or environmental factors like lightning, electrical surges or floods.

We only charge for repair work on a small number of fault reports. When you report a fault, we try and assess whether there’ll be a charge or not. If a charge is likely, we’ll let you know. If it turns out the problem is the cause of damage not reported and covered when the report is made, then there can be a charge that we couldn’t initially inform you about.

You'll find up-to-date details of all charges and pricing information in BT Price List.

We publish our charges in our terms and conditions charges schedule. Suppliers charge us for each visit but give you more certainty of the costs we charge a flat rate covering the visit.

What happens if my engineer appointment is missed?

If this happens we'll text you, call you, or send you an email to arrange another appointment.

Can I change my engineer appointment?

Depending on the type of fault and the stage we're at in repairing it, you can do this online. If the engineer is already working on the fault, then you won't be able to change the appointment. To change your appointment:

  1. Go to track a fault.
  2. Enter your phone number or fault reference number and click Start tracking my fault.
  3. If you see Fault in progress, you can change the appointment. Click on the arrow next to it, enter your account number and click Continue.
  4. You can amend your details in the Make changes section on the next screen.
  5. If you can’t change your appointment, chat online or call us and we'll do it for you. Just click on Contact us at the bottom of this page.

You can also easily change engineer appointments using the BT Business app. Find out more about the BT Business app and how to download it.

When will my fault be fixed?

For ISDN2, ISDN30, PSTN and Broadband lines, we’ll arrange for the fault to be fixed by an engineer between 0800-1800, Mon-Sat, except on UK Public and Bank Holidays.

Why am I being charged?

We’re responsible for faults caused by fair wear and tear on the BT Network or on equipment covered by a separate maintenance contract. Faults other than these aren’t our responsibility and we’ll charge for these through your normal billing system at our published rates.

Examples of this include:

  • The fault isn’t due to fair wear and tear.
  • Cables being cut or frayed.
  • Damage caused during a break in to your premises.
  • Damage caused by fire or flood.
  • Damaged sockets.
  • Sockets becoming damp due to flood, spillage or exposure to high levels of steam.
  • Damage to equipment within your premises caused by lightning or power surges.
  • Faulty equipment like a telephone or router not covered by a maintenance contract.
  • An engineer visit is requested, and no fault is found.

It’s a good idea to make sure you’ve got the relevant property insurance to cover such instances.

Did this help?

Additional support