gkhewitt
07-09-2006, 17:06
Hi there, I'm posting here because I feel like I'm in a dead-end with Telewest and I am looking for some advice on what I can do next. Here's the story.
Rented flat in Newcastle with Telewest connections already present (previous tenants used it all fine). Ordered Telewest 3 for £30 and arranged for Quickstart pack delivery on Tues 5th Sept.
Waited by the door all day Tuesday with no delivery. Phoned up Tuesday evening and was told that a delivery was scheduled for Weds 6th, although I'd never received any notification of this. Waited in queue with relevant rescheduling department (0800 953 9500) for 40mins before giving up (more specifically, cordless phone battery gave up). Nobody was going to be in the property all of Weds and won't be until Saturday.
Called next morning (Weds) to rearrange delivery. Managed to get the Weds delivery cancelled but was told that they couldn't rearrange delivery and that a member of the admin team would call me back.
Was called back later that morning by an engineer on his mobile who told me that he was scheduled to relay a cable in the garden of the property. He couldn't tell me why this was needed and again, I'd had no notification of this being necessary since TW is already present on the premises and previous tenants used all 3 services without trouble. He said he would pass the case onto his supervisor and they would ring me back. No such luck!
Rang again this morning and was told that yes, a cable relaying was scheduled but they couldn't tell me why. I tried to schedule this work and arrange a new delivery but was told that they couldn't do that since it was the team manager in charge of this job. Any question relating to the work was met with "the team manager is handling this." I asked to be put through to this person but was told that this wasn't possible. Was told that I'd be called back later that morning but never was.
I don't know what to do since we just seem to be going around in circles. We need to schedule this work otherwise it won't get done and delivery won't take place but there are times during the next two weeks where nobody will be at the premises and we don't exactly want them turning up & disappearing again! Also since it's a rented property, we need to obtain permission from the landlords for any work that needs to be carried out.
Does anyone have any suggestions on what I can do here? I appreciate that the customer reps I have spoken to have been very helpful but there seems to be a lot of miscommunication and nobody is prepared to deal with it there and then!
Many thanks
Rented flat in Newcastle with Telewest connections already present (previous tenants used it all fine). Ordered Telewest 3 for £30 and arranged for Quickstart pack delivery on Tues 5th Sept.
Waited by the door all day Tuesday with no delivery. Phoned up Tuesday evening and was told that a delivery was scheduled for Weds 6th, although I'd never received any notification of this. Waited in queue with relevant rescheduling department (0800 953 9500) for 40mins before giving up (more specifically, cordless phone battery gave up). Nobody was going to be in the property all of Weds and won't be until Saturday.
Called next morning (Weds) to rearrange delivery. Managed to get the Weds delivery cancelled but was told that they couldn't rearrange delivery and that a member of the admin team would call me back.
Was called back later that morning by an engineer on his mobile who told me that he was scheduled to relay a cable in the garden of the property. He couldn't tell me why this was needed and again, I'd had no notification of this being necessary since TW is already present on the premises and previous tenants used all 3 services without trouble. He said he would pass the case onto his supervisor and they would ring me back. No such luck!
Rang again this morning and was told that yes, a cable relaying was scheduled but they couldn't tell me why. I tried to schedule this work and arrange a new delivery but was told that they couldn't do that since it was the team manager in charge of this job. Any question relating to the work was met with "the team manager is handling this." I asked to be put through to this person but was told that this wasn't possible. Was told that I'd be called back later that morning but never was.
I don't know what to do since we just seem to be going around in circles. We need to schedule this work otherwise it won't get done and delivery won't take place but there are times during the next two weeks where nobody will be at the premises and we don't exactly want them turning up & disappearing again! Also since it's a rented property, we need to obtain permission from the landlords for any work that needs to be carried out.
Does anyone have any suggestions on what I can do here? I appreciate that the customer reps I have spoken to have been very helpful but there seems to be a lot of miscommunication and nobody is prepared to deal with it there and then!
Many thanks