| 87 |
20-08-2025 13:51:17 - Mohammed Tayyab (Additional comments) Hi Team, Please see Engineer notes. ===QBC Summary Start===Customer Report: End customer informed us there is no broadband connection. Initial test results: PQT test performed at NTE back plate.The test passed on 20/08/2025. Actions to uplift Openreach / customer network: Engineer has uplifted the EC Wiring / equipment.to improve speed / stability.as EC equipment faulty. Advice given to end customer: Possible issue with EC equipment / Wi-fi, advised EC to contact CP. Final test results: Final PQT performed at the NTE back plate.The test passed with amber parameters on 2025-08-20T11:04:25.Final Eclipse test performed at the NTE.The test passed on 20/08/2025 11:13:20.===QBC Summary End=== Regards, Mohammed |
Based on the provided engineer's notes and the details of the visit, here is the classification:
**Date and Time of Visit:**
20-08-2025, 13:51:17
**Summary of Engineer's Findings:**
- The customer reported no broadband connection.
- Initial tests at the NTE back plate passed.
- Engineer identified possible issues with EC equipment and advised the customer to contact their service provider.
- Final tests also passed but indicated amber parameters.
**Classification:**
The visit is classified as **Non-Chargeable**.
**Reasoning:**
- The engineer identified a possible fault related to external equipment (EC equipment) and advised the customer to contact their service provider.
- No customer-caused damage or misdiagnosis was indicated in the notes, and the tests performed passed, suggesting that the fault lies outside the customer's responsibility.
If any further information or clarification is needed, please let me know! |
2025-08-21 09:13:50 |
Yes |
issue with EC equipment faulty. |
| 79 |
would this be chargeable""" On arrival to property no one home and battery contact online. Worked from pcp. Dis at 25 meters from pcp. Battery contant relived after re terminating joints in UG pit. After works complete ltok with customers equipment detected. Un able to do full investigation because of access but dial tone in and out from DP out Side customers property. Unable able to complete PQ test as Ive never be shown how to do it and with no access to property \n\n01604891361, LTOK. CUSTOMER EQUIPMENT DETECTED.Writeback line test: LTOK. CUSTOMER EQUIPMENT DETECTED.""" |
Based on the provided notes, the engineer arrived at the property but found no one home, which indicates a missed appointment. The engineer was unable to complete a full investigation due to lack of access to the property.
Since the customer was not available for the scheduled appointment, this scenario falls under the "Chargeable Scenarios" category due to "Missed Appointments."
Therefore, the visit would be chargeable to the customer.
**Summary:**
- **Chargeable**: Yes
- **Reason**: Missed appointment (customer unavailable)
- **Date & Time**: Not provided in the notes. |
2025-06-12 08:57:23 |
Yes |
No one was home, but notes state Dis at 25 meters from pcp. External fault repaired |
| 35 |
CF Cityfibre - 24/03/2025, 12:38 Hello, Please see the update below; Situation: Following our engineers visit to site and work we now believe the service to be restored for INC0262535. Action: Our engineers will remain on site for 30 minutes following this mail to ensure the site is left tidy. Next Step(s): Please confirm by email or phone that the service is now working as it should. If we do not hear from you within five working days, we'll assume everything is ok and your ticket will be closed automatically. Expectation: We believe service has been restored and so have stopped troubleshooting and fault fixing activities. Your ticket details are: Ticket Number: INC0262535 Ticket State: In Progress Date and Time Raised: 2025-03-22 10:08:17 Kind Regards CityFibre Technical Service Centre |
Based on the information provided, the engineer's visit seems to have resulted in the service being restored for ticket number INC0262535. The engineer notes indicate that the troubleshooting and fault fixing activities have been stopped as they believe the service has been successfully restored. This situation does not fall under the chargeable scenarios outlined in the guidelines.
However, it is important to note that if there were any customer-caused damage, wasted callouts, incorrect engineer booking, or missed appointments that led to this service restoration visit, those details would need to be considered to determine if the visit is chargeable. Since the information provided does not mention any of these chargeable scenarios, the visit appears to be non-chargeable.
If the customer were to dispute any charges related to this visit, it would be advisable to request additional information or evidence to verify the circumstances and reason for the visit to ensure a fair resolution. |
2025-03-25 09:22:39 |
Yes |
doesnt make it clear on what it should be |
| 33 |
24-03-2025 13:19:02 - Andrew Smelczerczyk (Additional comments) Good afternoon Team Update from openreach advises fault resolved. OR notes "Gone to HOUSE found water inside of above ground closure at house end, re-terminated, Carried out line test through my services app, LTOK ######, CableSize:0, PairChangedFrom:0, PairChangedTo:0" Site has been online and stable for 2+ hours Feel free to re open this ticket if fault continues |
Based on the provided engineer notes, the fault was resolved by the engineer who found water inside the above-ground closure at the customer's house end. The engineer re-terminated the connection and conducted a line test, which indicated stability for over 2 hours. In this case, the fault was within the customer's property, specifically at the house end. Therefore, this visit would be considered chargeable as it was a fault within the customer's curtilage. |
2025-03-25 07:55:58 |
Yes |
disputable |
| 23 |
Customer Report: End customer informed us there is no broadband connection.\n\n Initial xDSL test results: xDSL test was not carried out.Tester found to be faulty.There was no REIN issue identified.\n\n Initial test results: PQT test not carried out.There was no NTE or wiring.FastTest performed.The test passed on 22/03/2025.\n\n What was found: Openreach network fault.\n\n Actions to resolve: Fault identified at the NTE / NTP.This was caused by damage to wiring (inc concealed where faulty) / missing.The source of the damage was identified as unknown third party.Engineer replaced.\n\n Actions to resolve: Wiring up to NTE / NTP upgraded.Engineer has not done anything with star wiring / bridge taps .No star wiring / bridge taps / VRI / power line technology issue found.I have provided / replaced NTE because NTE damaged.Engineer has provided / replaced SSFP because upgradation of SSFP is required.Engineer hasn't found any issue with modem / router.Engineer hasn't found any issue with extension wiring.\n\n Additional information: Engineer has proved a working connectivity to end customer .Engineer has completed the handover with Tash Horton.\n\n Maintenance work: Lead-in not faulty but upgraded for quality purposes (working but at risk of future deterioration).Customer's modem / router is plugged into the NTE master socket.\n\n Advice given to end customer: Optimal speed already achieved.\n\n Final test results: Final PQT to FED performed by connecting HHT at the PCP.FED has been connected at the NTE back plate.The test passed on 2025-03-22T12:03:24.\n\n Final alternate test results: xDSL test performed at the NTE / NTP.xDSL test indicated line was OK on 22/03/2025.Final FastTest completed.The test passed on 22/03/2025. |
Based on the provided information, the engineer visit in this scenario would be categorized as non-chargeable. The fault was identified at the NTE / NTP due to damage to wiring caused by an unknown third party, which falls outside the customer's responsibility. The actions taken by the engineer to resolve the issue, such as replacing the damaged NTE and upgrading the wiring up to the NTE, were necessary to restore the service and were not caused by any customer error.
Therefore, the customer should not be charged for this visit as it was related to an Openreach network fault caused by external factors beyond the customer's control. |
2025-03-24 10:12:11 |
Yes |
null |