Cable Forum - ntl phone service

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eaglei_uk

28-10-2004 16:37

ntl phone service

Does anyone know what NTL's contract stipulates for repair times on telephone lines? I cannot find anything on this so far. I just need to know so I know when I can expect them to fix my dead phone line.

bob_builder

28-10-2004 16:40

Re: ntl phone service

Welcome eaglei_uk :welcome:

Have you reported it to NTL?

AFAIK, there are no promised repair times given. I do not think BT has any even. What BT does do, however, is give you a refund of one week's line rental for every day you do not have service, so the onus is on them to repair it within the day. I do not know if NTL offer a similar refund.

eaglei_uk

28-10-2004 16:44

Re: ntl phone service

Yes, I've reported it and an engineer is due tomorrow between 8am and 12pm. I guess that is reasonable but usually there is something somewhere that should say when a fault should be resolved by? (thanks for the welcome btw) :)

Mick	28-10-2004 17:00

Re: ntl phone service

Welcome to the site eaglei_uk, :welcome:

I do not think any company can guarantee when a fault can be resolved by in a certain time. They can say when they 'expect' a fault to be done by, but unplanned things can happen that can delay a resolution. But hopefully tomorrow, the engineer may fix the problem there and then.

absl	28-10-2004 17:01

Re: ntl phone service

Within 24 hrs of the Fault being reported.

eaglei_uk

28-10-2004 17:08

Re: ntl phone service

Isn't there a t&c which states when they attempt to fix a problem by?

Graham F

28-10-2004 17:13

Re: ntl phone service

No not on residential services

orangebird

28-10-2004 17:16

Re: ntl phone service

Regarding faults in the t&cs -

Quote:

10. Faults and Matters Affecting the Services

10.1 We cannot guarantee that the Services will be fault free. If a fault occurs You should notify Us by contacting our customer management centre.

10.2 We are responsible for the maintenance of the Equipment and the ntl Network.

10.3 Where We supply the Services to You via your existing connection to another PCO's Network it is your responsibility to maintain your connection to such PCO's Network and We shall not be responsible or liable to You for failing to provide the Services if such failure arises as a result of any interruption to or disconnection from the PCO's Network or because of failure or inadequacy in any Customer Provided Apparatus.

10.4 We may have to:

change the code or technical specifications of the Services for operational reasons;
interrupt or suspend the Services due to an emergency, for the purposes of repair, maintenance, improvement or because of operational reasons;
give instructions to You which We believe are necessary for health or safety or for the quality of the Services provided to You or to other customers; or
charge You for work carried out by Us to locate or repair faults caused by or associated with the Customer Provided Apparatus or any other PCO's Network.

10.5 If it is necessary for the Services to be interrupted or suspended We will give You as much notice as is reasonably practicable and restore the Services as soon as is reasonably practicable.

Taken from here

eaglei_uk

28-10-2004 17:24

Re: ntl phone service

OK, thanks for all your help. Is BT the same?

Graham F

28-10-2004 17:26

Re: ntl phone service

Yes all are the same unless you are a business!!

eaglei_uk

28-10-2004 17:28

Re: ntl phone service

Quote:

Originally Posted by Scooby

Yes all are the same unless you are a business!!

I guess you have to pay more for a business line then?

Graham F

28-10-2004 17:31

Re: ntl phone service

yes...not really sure what the prob is though if you reported the prob today and you have ntl coming out tomorrow morning!?!?

eaglei_uk

28-10-2004 17:38

Re: ntl phone service

Quote:

Originally Posted by Scooby

yes...not really sure what the prob is though if you reported the prob today and you have ntl coming out tomorrow morning!?!?

Yep that about sums it up. I'm not complaining (even though I really need my phone working today), I was just wondering what to expect from them, that's all really.

Graham F

28-10-2004 17:43

Re: ntl phone service

To be honest for phone faults ntl do try and get out within 24 hours but there is nothing to say that in the t&c's

eaglei_uk

28-10-2004 17:54

Re: ntl phone service

Unfortunately the fault has occurred at the most inconvenient time for me as I needed it for some urgent work (mobile calls too expensive). Also just before the fault, I placed an ad (showing faulty phone number) in a newspaper to advertise a sofa which I need to get rid of by Saturday - obviously this looks unlikely now! Is that's Sod's Law?

ian@huth

28-10-2004 18:22

Re: ntl phone service

Quote:

Originally Posted by eaglei_uk

If it was BT they would arrange to divert calls on the faulty number to your mobile until the fault was rectified. Don't know if NTL will do the same.

Graham F

28-10-2004 18:29

Re: ntl phone service

nope they don't i'm afraid :(

eaglei_uk

28-10-2004 19:22

Re: ntl phone service

Quote:

Originally Posted by Scooby

nope they don't i'm afraid :(

Not very helpful are they? :td:

Graham F

28-10-2004 23:18

Re: ntl phone service

Quote:

Originally Posted by eaglei_uk

Not very helpful are they? :td:

swings in roundabouts really.....

carlingman

28-10-2004 23:59

Re: ntl phone service

Quote:

Originally Posted by Mick

Not so much of guarantee but at least BT go someway to offering a promise.

See here

Quote:

Originally Posted by eaglei_uk

OK, thanks for all your help. Is BT the same?

Again more of promise than an ultimate guarantee though from BT see here

:D

eaglei_uk

29-10-2004 00:03

Re: ntl phone service

Quote:

Originally Posted by carlingman

Not so much of guarantee but at least BT go someway to offering a promise.

:D

I've never been a fan of BT but in this case they're streets ahead of NTL.

Saneboy13

29-10-2004 18:48

Re: ntl phone service

Quote:

Originally Posted by eaglei_uk

Hi There,

There are specific guide lines set out as far as restoration of a faulty phone line goes. These are times told to OFCOM by NTL themselves, not ones set out by OFCOM.

I am sorry, but I can not go in to too much detail on here, but I can assure you that it is a very small window in regards to timings.

As for BT, yes I agree that thier "forwarding" of your home number to your mobile phone line is good, the point that they do not tell you is that the person calling you picks up an extra charge for the redirected call, and they get mobile call rates applied.

The NTL turn around time for fixing a fault is by far and away better than BT's. I have known of cases of a BT customer, and an NTL customer having loss of service in the same street (next door as it goes). BT had not responded to a fault booked 5 days previous, and we rolled up the next day.

There will be glitches and anomalies to this, but as I say NTL's actually told OFCOM a time scale of line restoration off their own backs, this was not stipulated to them by the governing body.

Graham F

29-10-2004 19:27

Re: ntl phone service

Quote:

Originally Posted by Saneboy13

If ntl have told ofcom of these guidelines why can't you tell us on here :confused: and why can't i find anything abt them on ofcom's site?

Saneboy13

29-10-2004 20:43

Re: ntl phone service

Quote:

Originally Posted by Scooby

If ntl have told ofcom of these guidelines why can't you tell us on here :confused: and why can't i find anything abt them on ofcom's site?

As it is commercially sensitive information and I donÃƒÆ’Ã†â€™Ãƒâ€šÃ‚Â¢ÃƒÆ’Ã‚Â¢ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡Ãƒâ€šÃ ‚Â¬ÃƒÆ’Ã‚Â¢ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¾Ãƒâ€šÃ‚Â¢t wish to divulge that here. I work for the company, and donÃƒÆ’Ã†â€™Ãƒâ€šÃ‚Â¢ÃƒÆ’Ã‚Â¢ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡Ãƒâ€šÃ ‚Â¬ÃƒÆ’Ã‚Â¢ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¾Ãƒâ€šÃ‚Â¢t wish any sort of kick back against me for reporting it here I am sorry:(

bob_builder

01-11-2004 11:35

Re: ntl phone service

Quote:

Originally Posted by Saneboy13

As for BT, yes I agree that thier "forwarding" of your home number to your mobile phone line is good, the point that they do not tell you is that the person calling you picks up an extra charge for the redirected call, and they get mobile call rates applied.

Not true, there is no way BT can charge the caller of a landline number at a mobile rate the systems will not allow it. The only person they could charge extra is the person receiving the call but they waive this charge in light of the line fault. What BT may not tell you, however, is that if you do get your number redirected you waive your right to any compensation for lack of service.

Graham F

01-11-2004 11:42

Re: ntl phone service

Quote:

Originally Posted by Saneboy13

I worked for the company for 3 years and have never heard of anything like this. :confused: and how is a responce time commercially senesitive surely if ntl had one they would want people to know abt it as other companies don't?!?

Saneboy13

01-11-2004 16:02

Re: ntl phone service

Quote:

Originally Posted by Scooby

If you worked for NTL for 3 years, then why don't you know about the SLA figures?

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