Call Flow Engineer Charges

In the event of issues with your broadband connection, to avoid charges, Call Flow will endeavour to help you identify where the fault lies via our helpdesk i.e. if the fault is within our area of responsibility or the yours – termed the demarcation point. Call Flow’s demarcation points are:

1.       For customers who receive their service over their telephone line, it is a wired computer into the router*, with the router being plugged into the BT test socket via a microfilter supplied by Call Flow with no telephone connected.

2.       For customers who receive their service via radio, it is a wired computer into the router*. However, any damage to the cable from the aerial to the router including the aerials power unit remain the responsibility of the customer and damage to these are chargeable repairs.

3.       For customers who receive their service via fibre to the premises, it is a wired computer into the router*, with the router being plugged into the external fibre demarcation point (usually on the wall external to the property), using a Call Flow fibre patch lead i.e. not the ‘outside to inside’ fibre from this point that remains the responsibility of the customer.

*The router demarcation only applies to routers that are in warranty and have been reset to the current standard settings (with no customer configuration) as recommended by Call Flow.

All testing will be conducted with a Call Flow supplied computer wired directly into the router and with all customer wired connections removed and all wireless connections disabled to avoid ANY customer equipment impacting testing.

All issues beyond the Call Flow demarcation points indicated above are the responsibility of the customer.

Engineering visits can be agreed to prove which side of the demarcation a fault lies. Should the fault be proved to the customers side of the demarcation, the engineering visit will be chargeable at £120/hour + VAT for the first hour and £60+ VAT per hour thereafter.

It is important to note that an engineering visit will only seek to prove where the fault is in terms of the demarcation point.

Call Flow do not offer any service to assist customers with their wiring or devices etc.

Where the issue is broadband speeds, in advance of any visit, Call Flow will provide target speeds we expect to be achieved from the demarcation testing.  On-site speed tests will be conducted as outlined above, using www.speedtest.net  and we will take the average result from five speed tests to compare to the target speeds. If the results are within 20% of the target speeds, the visit will be chargeable.

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