NTL - What A Joke
 

10 O'Clock last night
Cable tv cuts off, no channels what so ever

12 Midnight last night
Broadband cuts off

Phone CS, We are aware of this problem..ect etc etc.

1 O'Clock today, broadband comes back on finally.

TV is still off, phone CS we are aware blah blah blah.

No bloody way, that it takes this long to fix a problem for the TV, more like they cant get any Engineers until Monday.

FFS...bloody :mad: off.

Re: NTL - What A Joke
 

hi and :welcome: to the site , unless you are privy to insider info , how can you possibly say how low it will take to fix a problem , you only have to look at what happened to bt with the fire in a comms tunnel to realise that some things take more time than others :angel:

Re: NTL - What A Joke
 

So lets say a main cabinet is taken out by a drunk driver,That could be up to 4800 subs, In your very knowlegable postion how long do you think it will take Networks to fix ?

Re: NTL - What A Joke
 

Thanks for the welcome.

I cant say that the problem they have would take 5 mins. But they have had since 10 O'clock last night to get an engineer, get them to the location, and see what the problem was and how to fix it.

And i highly doubt it takes them this bloody long, and the only thing you hear when you phone them up, is..we are aware.

Feels like nowdays your paying money for nothing.

Re: NTL - What A Joke
 

And just to add, Last one like that i did took just over 28 hours.

Re: NTL - What A Joke
 

Looks like Anubis wants a challenge :D ;)

I'm not saying the problem they have isnt MAJOR or Time Consuming.

I'm more annoyed that they dont give you an explantion apart from we are aware.

I dont pay 60+ a month only to be told i know your TV service is off and we are working on a resolution shortly, i want them to tell me that a major cabinet was taken out , or at the very least tell me it could possiblly be a day or 2 ( as that is how it looks) before the problem can be sorted.

Then again, i cant win this "arguement"....i'm just expected to hand over my money, and hear a nice message telling me that " we are aware" while my TV shows a black screen.

Re: NTL - What A Joke
 

Another Stargate Fan :)

I am not saying that is what the problem is btw.

I have to agree with you that better explanations should be given. I too dont like the "we are awhere of the problem" message.

If i hear what it was i will let you know.

Re: NTL - What A Joke
 

No you can't. Most people would be happy to be told there is a known problem, rather than loads of technical details. While it might sound nice to have an ETA, people moan if there is still a fault after the ETA, and if you give a much longer ETA to stop this, people then moan it's going to take too long. :rolleyes:

Re: NTL - What A Joke
 

Ah, they would get the disaster recovery trailer out to get the node running again...... Oh hang on theres not enough engineers these days, and I wonder when they last did a disaster recovery excersize in most regions!

I remember a lot of effort being put into a fully operational node for SDH and CATV in South Wales a number of years ago, but I would doubt knowing the current management and lack of technicains/engineers if there would be a viable, workable plan in case of disaster.

In the old days at ntl everyone would pull together, and people not on-call would help out in cases of problems like that. I think these days poor staff morale caused by the company would generally mean the customers could go and take a running jump!

Re: NTL - What A Joke
 

Thanks Bill C

Basically and not just with NTL, your expected to pay every month, and when their is a problem with your service, then your expected to be quiet, as sir dosnt know what the problem is becuase sir hasnt been told, so sir should not complain unless he knows the full details, which he wont because we wont tell him. So we will just give sir a little wee message telling him we know that there is a problem and we are working on it, and if it takes us a day or 2 or 3 or 4, then sir can jump off a roof.

Oh..well... :dunce:

Re: NTL - What A Joke
 

Welcome to Cableforum (before I start).


Now, the problem with giving people more info is simply how much do you tell them? If you tell most of NTL's customers too much detail, you will just confuse the hell out of them (as 99.9% probably aren't even technical, let alone network engineers). If you give too little, you sound like you are fobbing them off..

I am in a similar situation in work (I do tech support). If a user loses access to their home area, if I tell them the SAN has crashed, most would think I was speaking Swahili. If I tell them it's being investigated, they can understand that.

Re: NTL - What A Joke
 

I Agree with you and should have pointed this out earlier.
When someone does phone up and like what NTL does already, you tell them it's being investigated.

But when the problem is still there 20hours later, are you still supposed to fob them off with, we are aware, we are working towards a resolution.

My ntl got cut off 10 last night and at this very momment is still not on, and proably wont for the rest of the night/morning.

So that will be a day and a couple of hours of no service.
A Service which i pay for, remember its not free.

They dont even have a site that informs you of TV outages, that i am aware of, and if i'm wrong, please tell me so. So when i cant get an update via phone i would at least like to log on the net and see if any news, hell they should have one anyway, so i dont have to phone them up.

Are you NTL tech guys informed every hour or 2 hours off whats happening by the engineers, so you get actual direct info on what the problem is, how many engineers are being called out, what the progress is? and possible eta.

Re: NTL - What A Joke
 

There is a site that informs about known broadband outages. I believe the link is at the bottom of each page on this site.

Just so you know, I am not an NTL tech. Infact, I don't work for NTL.

However, various members do (Bill C is one).

Re: NTL - What A Joke
 

Well still the same

Phoned ntl as i wanted to know exactly what the problem is.

But having been on hold for 20 mins on - please hold, we would like to take your call made me crazy.

So if anyone working with NTL is on here, knows what is causing this problem in Glasgow, please please feel free to share.

Re: NTL - What A Joke
 

Welcome to the forum :)
I understand your frustration I would want to know what is causing the problem as well

Re: NTL - What A Joke
 

And how would knowing what the problem is make it any better? Would those of you that aren't 'techy' have any better knowledge about how long it should take to fix? Is it going to make your TV work just because you now what's wrong (if you're techy enough to understand the explanation in the first place, that is) :shrug:

Re: NTL - What A Joke
 

Because Sir

1 - I have a right to know.
2 - When i do know, i can get the advice of other "techy" users.
3 - I dont Pay 60+ a month to be told - We are aware

Ya know, its becoming boring, hearing people try and make is sound as if i'm somehow the bad one, since its me thats losing out.

I want to make sure NTL are going all they can to fix it, i should know what the problem is with my service since i'm paying for it, its not as if its FREE, i PAY them for a service, so when they don't PROVIDE that service and i'm stuck watching a BLANK screen am i supposed to watch the walls and be a quiet good boy.

Edit - this also isn't a problem where its lasted 2 hours, its been like this since saturday night.

Re: NTL - What A Joke
 

ok, time to calm down .......... NOW

You pay for a service .... correct
It has a fault ..... correct
You are frustrated due the extended time of the fault .... correct.

You feel it is you right to start insulting other members intelligence .... WRONG

Substitute the ntl service that you are currently suffering with, with, lets say your electricity. I can almost guarantee the same type of reports when you rang in.

Now calm down.

Re: NTL - What A Joke
 

50-50 choice but sadly not quite right ;)

Re: NTL - What A Joke
 

Eh...please quote me where i insulted someone's intelligence?

Looks like you have took out of context one of my posts.

I didnt come to this forum for an argument nor to insult people, i came here for advice.

Re: NTL - What A Joke
 

I can actually see widescreen's point. While I can see (and have explained) that 99.9% of users would not understand if NTL did explain the fault, after all, chances are you would need to be a network engineer who specialises in RF cable to understand the fault, it can feel like you are being fobbed off if you are told "we are working on it".


You have a right to know they are doing something to fix it
With the current design of the set top box, there is very little maintenance a user can do. Most of the maintenance options are in the Engineer's menu, which, if used incorrectly, will make the service even more unreliable, and incure a call out charge from NTL when they come to fix your connection and blame it on your altering the engineering settings (which they almost certainly will).

That's assuming the fault is with your box. It's entirely possible the fault is further up the network (fault with the cabling or the street green box for example - neither of which you have access to).

The only thing I can suggest is with the recent heat, has your box got hot? This can cause random problems (usually crashes). If it has (mine did this weekend), I would suggest either sticking a fan on it for a few minutes, or unplugging it for a few minutes - to allow it to cool.

No - You pay 60+ a month for a working service. Your service isn't, but it does sound like NTL are trying to repair it quickly.

Re: NTL - What A Joke
 

Sir? :erm:

do you?
advice for what, may I ask?
No, I know. But ntl are working on it and will fix it. A fault free service is not guaranteed (as stated in the t&c's). What's wrong and how long will it take to fix will get you no further than asking how long is a pice of string?

I don't think you're the bad person at all. Just trying to work out why you require the info you're asking for.

Of course ntl are doing all they can. Why wouldn't they be? :shrug:

Re: NTL - What A Joke
 

Well this will be my last post on this topic, i'll wait it out as it is clear that i can not voice my concern or anger for a loss of service.

So i would like to add that when it comes around to you, when a service cuts off and all you hear is we are aware ,you remind yourself that "the company is doing all they can to please you'

And remember don't compain, becuase you wont be to techy enough or have enough information to understand, dont ask to know the problem becuase it wont help you. Dont go around dissy the company becuase you'll encourage employees of said company to jump on you and question if you have any rights as a consumer.

So please, if your service whether it be tv, phone, electricity or anything else cuts off, please take the above points into consideration.

Also - i would like to apologise to anyone who has read my posts in this topic and found them offensive or otheriwse displeasing, as this was not my intention.

Have a great stress free day.

Re: NTL - What A Joke
 

We had a power cut on friday night and the power was off for over 7 hours and I must admit it did help to be told on the recorded message why it had happened and an estimated time for power to be restored, the message said it would be back on at midnight and when that didn't happen there was a updated message with the new estimated time.

Maybe it is some thing NTL could look in to

Re: NTL - What A Joke
 

@ Widescreen its not what you have posted , it is the way you have posted it ;) , i know one thing though , i would be asking for compensation for loss of service :)

Re: NTL - What A Joke
 

I think widescreen is correct. It is an inadequate response to say "we know something is wrong but we are working on it". Better than nothing of course (many times I've phoned fault lines for various services and get a "there are no known faults" message).

But after 24 hours more detail would be a professional approach to try to explain to the paying customer why the service has failed to be provided. Even if it is a really simplified one - eg "Television services are unavailable due to a cable routing fault. Our engineers are onsite and hope to have it repaired within x hours". Ie a bit of content and an estimated time of the services being restored to assure us customers something is actually being done and that it isn't just a recorded message NTL are using to stall customers from complaining.

Re: NTL - What A Joke
 

And that is precisely why ntl customers get so angry.

ntl claim to be a communication company, yet if they can't communicate with their own staff, & they can't communicate with their customers, who can they communicate with?

Re: NTL - What A Joke
 

I don't recall seeing widescreen insulting anybody's intelligence.....did I miss something?

Re: NTL - What A Joke
 

In all fairness to orangebird, unless your are a network engineer with RF cable experience, you probably wouldn't understand what the problem. If you phoned up NTL after your network connection died, and they then told you that you had lost the signal as the return path laser in your local cabinet was out of alignment(*), would you really have any clue what they are one about?

I'll agree that although it is not useful (in a practical sense) to know what the fault is, it is reassuring for the customer to be given some detail (in the example above, saying the street cabinet has a fault would possibly be enough).

*Note: I have no idea if the street cabs do have return path lasers, or, indeed, if it's possible for them to be misaligned. I am just using the example to illustrate a point.

Re: NTL - What A Joke
 

"3 - I dont Pay 60+ a month to be told - We are aware"

Beats what I get told. :(

Re: NTL - What A Joke
 

hi Widescreen

as one of the peeps u may speak to about ur issue, i can appreciate u want to know what is going on; however the majority dont want to know.
When u have a dear old lady who is using a mobile phone as her ntl: remote control the last thing to do is advise her of signal levels blah blah blah.

As for the G postcodes there are a varying number of problems, all we have is a few areas of information, Platform: Status: Product: Fault Type: and Post Code:

This page has a list of all faults in the country (unless a postcode is specified) and as such information is kept to a minimum.

Rich

Re: NTL - What A Joke
 

I had a digital box installed 11 days ago and I still haven't got any TV channels apart from the freeview ones. I have phoned NTL every day for 11 days but have got nowhere. Today they said they couldn't find out what was wrong, they were not allowed to speak to the engineers all they could suggest was waiting and then If nothing happened I would have the choice of canceling my order. Well fine but I would prefer them to fix it. What do you think I should do?

Re: NTL - What A Joke
 

Welcome to the forum :) Has an engineer been out again to try sort the problem out?

Re: NTL - What A Joke
 

No -nobody has been out to look at it. Do you know how I can get them to send someone?

Re: NTL - What A Joke
 

Ok so you had it installed and the engineer left before he checked it was working?

You need to ring them up and demand that they send a engineer out to look at it

Re: NTL - What A Joke
 

Their story is that a. they've registered it wrongly and that b.its a 'systems' problem not a hardware problem. They're suggesting it has to be sorted out at their end.

Re: NTL - What A Joke
 

i'm afraid this isn't necessarily true- the problems are likely to be nothing to do with the installation tech. If the freeview channels are ok, it looks like a problem with the package not adding to the set top box correctly...

Re: NTL - What A Joke
 

There are people here that work for NTL so maybe one of those can help you failing that maybe one of the team members can get in touch with NTL on your behalf, they are excellent at getting problems sorted :)





Thanks MB I never thought of that :)

Re: NTL - What A Joke
 

Thanks for the advice. Is there anyone reading this who works for NTL who can suggest anything?

Re: NTL - What A Joke
 

hello sioban, it does sound like what moneybreath says it will probably be with IT at the moment, i'll happily take a look for you as i work in faults, only problem is i'm not in until wednesday and i doubt you'll want to wait that long! if you have still have problems then i'll take a look

Re: NTL - What A Joke
 

siobhan, please check your pm's

Re: NTL - What A Joke
 

Thanks Shredder-I'll get back to you if its still going on
__________________

Marge I sent a reply -hope you got it

Re: NTL - What A Joke
 

My freind had ntl tv installed a few weeks ago and the engineers could not get his tv programes up while they were there and told him to wait 24 hours and they would then be working, after waiting 24 hours the programes still were not working so he unpluged the top box waited a few mins. then turned it back on and all then worked fine.

Re: NTL - What A Joke
 

Thanks for your interest Fudge. I tried doing what you said but still no luck. Thanks anyway. Siobhan

Re: NTL - What A Joke
 

Well it looks like the experts are on to it now so I am sure it will be soon sorted out for you :)

Re: NTL - What A Joke
 

Yes people are really trying to help