ENGINEER VISITS. 5.1. It is our sole decision as to whether to provide an engineer to assist you in accessing the Service and Additional Services or to remedy a suspected fault.
ENGINEER VISITS. On-site diagnostics will need to be carried out by the Franchisee to rule out a local issue prior to contacting the Supplier’s service desk. Where a service fault is not detected via remote line testing by the Supplier’s service desk; a supplier engineer may be arranged to investigate the superfast broadband service. Engineer appointments are subject to the engineer’s availability Monday to Saturday, excluding Sundays, Public and Bank Holidays.
ENGINEER VISITS. 5.1. It is our sole decision as to whether to provide an engineer to assist you in
ENGINEER VISITS. On-site diagnostics will need to be carried out by the Franchisee to rule out a local issue prior to contacting the Supplier’s service desk. Where a Service fault is not detected via remote line testing by the Supplier’s service desk, a Supplier engineer may be arranged to investigate the Broadband Service. Engineer appointments are subject to the Supplier’s engineer availability Monday to Saturday, excluding Sundays, Public and Bank Holidays. 4.2.4 Engineer charges may apply if no fault is found with the Broadband Service; or where the fault could have been resolved through following the Supplier’s diagnostics; or if the Franchisee misleads the Supplier’s technical support agents; or for physical damage caused solely and negligently by the Franchisee to the Supplier’s equipment (this includes wiring and termination sockets) within the boundaries of the Franchisees store. For the avoidance of doubt, if the Franchisee follows all the Supplier’s processes and diagnostics correctly but no fault is found by the engineer at the Franchisee’s store, then no charge will be levied against the Franchisee.
ENGINEER VISITS. 11.1 Certain equipment may need to be installed by an engineer in connection with the provision of the services. We may charge for engineer visits which we will tell you about before the visit.
ENGINEER VISITS. Occasionally an engineer visit will be necessary to investigate or fix a faulty service. Engineer visits are free of charge if the problem is found to lie within the Call Flow network using the test configuration described in section 5.2. You will be charged for the engineer visit if the fault lies on the customer side of the network, and these charges are set out in the Price Guide. When you book an engineer visit, we will: • Agree an appointment date and time window with you and will endeavour to contact you a minimum of two working days in advance where reasonably possible if this changes. You can change or cancel any appointment date but you must give us at least two working days’ notice. • Explain that you, the account holder, or someone over 18 years with your authorisation to make decisions relating to the fault on your behalf, must be present for the engineer visit. • Explain and agree any pre-requisite requirements for the premises to ensure that the engineer can carry out the work.
