I had a problem with my phone line, which was very crackly. I put up with this for a while, then called my provider Plusnet, which sent an engineer. He advised there was nothing wrong with the line and that I needed a new phone. I was charged £50 for this visit as it was deemed to be a problem with my equipment. I bought a new phone but the problem continued.

I put up with the noise as I don’t often use the landline, and I didn’t want to be charged another £50. The broadband then became quite erratic and often I had no internet. I called again and an engineer came out and noticed that the BT box, where the phone line comes into the house, was very old; he said it had corroded, probably due to its age. I then received an email from Plusnet to say I would be charged another £50 as the box was damp, probably due to a spillage. Nothing has ever been spilled on the box. It is near the window but there is double glazing and the house has had a damp survey that did not find damp in any of the rooms. I have tried to contact Plusnet but cannot find anywhere on its website to dispute this, nor is there any way to raise a complaint. JK, Tayport, Fife

Last week the telecoms regulator Ofcom said that Plusnet was jointly the most complained-about firm (with TalkTalk) for problems with landlines. If I were you I would add another complaint as I feel you have been treated poorly.

Telecoms firms are allowed to charge for BT Openreach visits if the problem is due to the equipment inside your home – which they deem to include the master socket or any wiring that you have installed. Your mistake is that you let matters drift after the first visit.

As soon as the new phone had not cured the problem you should have been back on to the company. The delay has led to it claiming that this was two problems instead of the same one – hence the two charges.

We urged Plusnet to look at this again, asking what evidence there is of a spillage, but it has refused to budge. You can take the matter to the telecoms ombudsman or, better still, switch supplier.

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