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Frequently Asked Questions

Why have I been charged for an engineer?

If we've applied a charge, we would've written to you to let you know.

An engineer charge would only have been applied to your bill, if: 

  • a fault is found to be caused by your internal wiring
  • a fault is found to be caused by any equipment you've been using (including incorrectly using or setting up the equipment)
  • no external network fault is found and the service is proven to be working ok
  • the line has been damaged by yourself, or someone working on your behalf (e.g builders, gardeners etc.)
  • the main socket has been damaged by yourself or someone working on your behalf
  • damage has been caused by damp, flood, fire or building work
  • there is damage outside caused by things like broken guttering or trees
  • an appointment has been arranged for an engineer visit to your property and you have missed the appointment or refused access.

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