Full details of when this charge applies are detailed in the individual access line contracts.
An Abortive Visit Charge (AVC) is applied where an appointment is agreed for work at an End User’s Site and the engineer arrives within the appointment slot but is unable to carry out the work at, or gain access to, the End User Site.
Further information is provided in the notes below and full details of when this charge applies are detailed in the individual access line contracts.
The charge is applicable when the job has been appointed by the Communications Provider or the Communications Provider has given permission for Openreach to appoint and the engineer has arrived on site within the appointment slot and:
- Engineer is unable to gain access to the site or premises or
- End user is not ready for the work to be completed i.e. building work or
- Person who placed the order or their representative is not available to provide detailed work instruction i.e. socket location
Openreach will also charge an Abortive Visit Charge when:
- Order cancellation charges are not applicable but appointments are cancelled or delayed after the contractual cancellation window. Each late appointment cancellation or delay, whether originated by End User, Communications provider or engineer ring ahead, will be charged for separately.
- An engineer is unable to complete the job due to Communications Provider order quality issues i.e. incorrect address, incorrect order, order duplication etc.
- An escort is not available. Engineers cannot enter premises unescorted or with a person under the age of 18
Additionally Openreach reserves the right to charge on non appointed Total care faults where access is specified as 24/7 or similar and the engineer arrives within the specified slot but is unable to gain access.
Openreach will NOT charge when:
- The job has not been appointed
- Openreach misses the appointment
- There is no access to line plant which is not within the End Users control
- An engineer simultaneously delays more than one order at the same address. Only one charge will be raised.
- Faults are ultimately proven off the customer’s site and access wasn’t necessary.
- An engineer is unable to attend the End Users site due to MBORC scenarios such as snow, flooding, foot and mouth, security alerts etc.
- Appointment slot details have not been correctly communicated to the Communications Provider - i.e. system failure in EMP prevented appointment details from being passed to the Communications Provider.
This charge does not apply to refused access on fault reports which is covered by Time Related Charges.
N.B. A seperate charge is detailed for OSA FSP3000 Equipment Installation - Abortive Visit Charge details of which can be found in the Optical Spectrum Access price page within the Ethernet products section of the Openreach Price List.