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Case 212 - Health and safety prevents engineer drilling through a door frame


Complainant had his internet hub upgraded and BT sport installed in his home. The BT engineer refused to drill through door frame due to health and safety reasons. The cabling was looped round the inside of the door which means the door cannot be closed without severing the cable.

Panel decision

The panel agrees wholeheartedly with the complainant that the BT engineer is using health and safety as a convenient excuse for poor customer service. The company’s code of practice actually recognises that some drilling may be required when installing cabling, but they were not prepared to do it in this case. Leaving trailing wires in a doorway is definitely more of a risk than drilling the doorframe and installing properly – come on BT – own up to the real reason.

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