NTL Woes
Since I signed up with NTL around the end of May (to take advantage of their cable+Talk 24 offer), I've had recurring problems with my line being disconnected. This post is going to cover all the contacts I've had with them so far. I'll let you know when this is sorted out one way or another.
- 2004/6/9 (Wed) - phone disconnected.
- 2004/6/10 (Thu) - rang service centre but nobody called back.
- 2004/6/11 (Fri) - spoke to Peter I (very helpful). Engineer booked for Saturday.
- 2004/6/12 (Sat) - engineer called Saturday afternoon. Told us phone was fixed and gave us a new temporary number. I didn't think to test the phone before he left, but ten minutes later it wasn't working again. The new number we were given was already in use by someone else. Customer service is closed, but if you have a loss of dial tone out of hours they give you another number to try. Called them and spoke to John R at ANMC Bromley. Very apologetic, but he can't do anything, and there are no engineers who can come out.
- 2004/6/14 (Mon) - spoke to Wayne L. He says the problem has been closed and that the line should be working. It's not, so we have an engineer booked for Tuesday.
- 2004/6/15 - engineer Neil S calls and fixes the problem.
- 2004/6/16? - phoned to complain about the loss of service and I'm offered a month's line rental - £25 as compensation, which I'm happy to accept. All seems well, until...
- 2004/7/16 (Fri) - phone disconnected. Reported fault to Lyndon E. Engineer booked for Monday.
- 2004/7/19 (Mon) - spoke to John about billing error (did I mention this was wrong as well?). Said Sales was closed and he needed to talk to them and get them to ring me back. Nobody rang back, so I spoke to someone else a bit later who agreed the bill was wrong. She said she would alter the package and we should see our credit on the next bill.
- 2004/7/19 (Mon) - engineer Neil S called and fixed the connection. He said the problem was that our number was on a list of temporary numbers, and that this was why it was being disconnected. He said he would tell the relevant people and get them to phone us back to make sure the fix had been done.
- 2004/7/20 (Tue) - spoke to Rhona about compensation for loss of service. She calculated our line rental was about 31p / day (line rent is £9.50 and month separate from the talk 24 package) and that we were therefore owed about £1. I said it wasn't good enough and asked to talk to a supervisor. Scott M called back and reconfirmed what Rhona had said. He also wouldn't guarantee that the problem wouldn't occur again. I was pretty fed up at this point and went hunting around the web and found the cableforum site (my thread). They were very helpful and I composed an email of complaint to the UK MD Aizad Hussain. I figured it was more likely to get somewhere than writing to the address on the back of the bill at any rate.
- 2004/7/21 (Wed) - got a response to my email via Peter I on behalf of Gavin L, saying they were looking into the complaint. I replied to Peter with my understanding of what needed to be fixed.
- 2004/7/22 (Thu) - phone went down in the evening. Called the out of hours support line but no response after leaving my details.
- 2004/7/23 (Fri) - spoke to Chris at the service centre around 8am. Explained the issue about the temporary number. He said he would investigate and get back to me. Around 11.30 I thought I'd phone again to see what was happening. Spoke to Daryl, who said he had no record of the previous contact. He spoke to several people, who seemed to tell him conflicting things about the line - that it was disconnected, active, etc. Booked an engineer for Tuesday. He said he couldn't redirect our line to a mobile.
- 2004/7/23 (Fri) - My wife phoned them (now they're in trouble) to say that Tuesday was not acceptable. She spoke to a chap called Andrew who seemed to take the complaints more seriously - he's got our appointment moved to Monday, and will talk to his supervisor if anything can be done sooner.
That's the story so far, watch this space for breaking news.
Posted by MFreestone at July 23, 2004 02:26 PM