Call out fee

[Peterchen]

I report a fault. The technitian come to my house. He found there is no falt inside my house. It was programing problem. Should I been charged call out fee?

[caaf]

when you say programming issue, can I ask relaying to what? Exchange? Optus supplied modem? Computer?

[AlexRH]

Hey @Peterchenm, generally speaking this fee would be charged if the fault is caused by you or your own equipment - so if the fault was found to be caused by a programming problem on your end, this may be the case. 

[Peterchen]

Hi,

The problem is not cause by my end ( inside my house). It has been check and confirm by Telstra technistion.

Regards,

Peter

[Hannah-L]

Hey @Peterchen, has a charge been applied to your bill for this visit? Do you still have the fault reference number?

[Peterchen]

Hi,

Fault ref: 16900957. I have got a massage the charge will apply on my next bill.

Regards,

Peter

[Scott_M]

Hi Peter, the charge is applied if the issue is found to be inside the property. Telco responsibility for the cabling ends at the network boundary point of the property. Anything past that point is the responsibility of the property owner to maintain. The wholesale technician can repair this for you but will charge this call out fee as the work is out of scope for them. This sounds like what has happened in your case. 

[Peterchen]

Hi,

I say again the fault is not inside my property!

Please check!

Regards,

Peter

[Scott_M]

That's something Telstra will determine. If that's the case then no call-out fee will be charged. -Scott