Faults is now on 150 (previously PETITION against ntls 0845 CS number)
 

THE PETITION
Like many others, I refuse to pay for any sort of 0845/0870 number. When NTL introduced their customer services 0845, usually for faults with their services, why should we have to pay them?

http://petitionthem.com/default.asp?...etail&pet=3018

Re: PETITION against ntls 0845 CS number
 

the only effective petition will be cancelling I am afraid and it will take masses so ntl take notice. If the new singups outdo the cancellations it wont matter.

Re: PETITION against ntls 0845 CS number
 

Well im sure it leads back to a geographic number, as soon as someone finds that it will all be OK.

Why companies dont publish geographic numbers as well?

Re: PETITION against ntls 0845 CS number
 

What's the point of these online petitions?

ntl is a business. They do what they do with profit in mind. If customers are upset, a business WILL NOT CARE unless its profits are hit.

Therefore if you're not happy with something, CANCEL your services by letter citing the 0845 number as the reason.

Those who think businesses will reduce their profits to ensure their customer base approves of what they do are totally deluded and need to get in the real world fast.

Re: PETITION against ntls 0845 CS number
 

Could always try phoning the 0800 retentions number and ask to be put through? :)

Re: PETITION against ntls 0845 CS number
 

if you feel so strongly about this why not setup a petition about it! :D

Re: PETITION against ntls 0845 CS number
 

ntl have been angering customers for many years-what makes you think they are going to listen now?

Re: PETITION against ntls 0845 CS number
 

They won't change the charges. You'll have to go elsewhere for your services, although I'm not too sure who still has freephone numbers for CS etc. Sky don't have a freephone number, so why should ntl? :shrug:

Re: PETITION against ntls 0845 CS number
 

You could try whinging to Ofcom. Things do change eventually:

http://www.ofcom.org.uk/media/news/2006/04/nr_20060419

Re: PETITION against ntls 0845 CS number
 

Sky aren't a Telco though, so it's not really a fair or direct comparison.

BT on the other had are a Telco & they have a freephone number (which is free from your BT line at home and also from any landline via an 0800 number)

You can also report/track faults online with BT, so even if they did charge at least they offer an alternative method of fault reporting.

Re: PETITION against ntls 0845 CS number
 

As far as I can see, that is not relevant.

True. I personally think ALL companies should provide at least free fault reporting numbers, and preferably free customer services as well (this could work out more profitable for the company, as a happy customer is more likely to both buy more services/goods and recommend the company to friends or relatives).

Re: PETITION against ntls 0845 CS number
 

I agree, a petition isn't gonna change ntl's mind.

The problem started (not just with ntl) when 'faults' somehow changed it's name to 'technical support'. This moved the implied blame from the telco to the customer, and allowed the telco to justify charging for 'helping' the customer with their problem.

You can't just report a fault anymore, you have to first persuade the telco that it is they who are at fault.

Re: PETITION against ntls 0845 CS number
 

Who are you quoting-me or Obie? :confused:

Re: PETITION against ntls 0845 CS number
 

Yup. At the very least, you should not be charged for time spent in the queue. I recently spent 50 minutes in the queue when trying to contact Acer. That's £5 spent for the pleasure of listening to Elevator Music. It's a disgrace that companies can make money off making you wait before they take your call.

edit: On-topic. I don't see what some online petition will do to change this though.

Re: PETITION against ntls 0845 CS number
 

To whom who thinks it might not make a difference.. Atleast im trying to do something about it instead of whine about it and do nothing atall like many people seem to do on these boards..

If you dont like what im doing, please dont critisise. Go weed your garden and stop being so damn miserable. *Sigh* I have this on other forums, and they aint half as moany as you lot!

Re: PETITION against ntls 0845 CS number
 

I think theres far worse things that NTL are doing meself.

Re: PETITION against ntls 0845 CS number
 

It is constructive criticism, petitions do not work, NTL have to appease the shareholders, customers will always come last, the effective thing you can do as others have said is vote with your feet, or pray you are one of the lucky ones that have a fault free service and don't have to pay out to get your fault fixed.

Re: PETITION against ntls 0845 CS number
 

What is the retention 0800 number. Just spent 10 minutes in queue - and it is not even if you know how near the front you are.

Re: PETITION against ntls 0845 CS number
 

0800 0529403

Re: PETITION against ntls 0845 CS number
 

You.

Re: PETITION against ntls 0845 CS number
 

Although I disagree with chargeable customer service numbers, there is one point nobody has mentioned, and it's a big one.

Having an 0800 number seems to encourage people to call in with frivolous nonsense. You even get old ladies ringing up to have a chat. The net result of this is long queues to get through with real issues. Of course, some will say "employ more staff" to which the answer is, "how much extra are you prepared to pay for your services to cover the cost of this?"

Having an 0845 number reduces the queues dramatically because it makes people think twice about calling in to inform ntl that the battery has gone in their remote control again.

Now as I've said - overall I am against the use of 0845 numbers. But having worked in customer services for many companies, I can promise that my point is valid.

Re: PETITION against ntls 0845 CS number
 

Having talked - well, listened - to other NTL CS parolees... I can also promise that your point is valid.

Re: PETITION against ntls 0845 CS number
 

It should also be noted that ntl makes money out of using a 0845 number. Granted it isn't as much as Sky makes out of using 0870 number (which I am told is 6p/minute per call) but ntl still makes money out of it nonetheless.

The fantastic money-saving website www.saynoto0870.com has found a couple of working alternatives. They are:

• 01256 751046: Customer Services for ex-CWC NTL customers - Bromley platform - no menu
• 01256 751047: Customer Services for original NTL customers - Langley platform - no menu

In addition, the site also says that the customer retention department and the sales dept for existing customers is still available on freecall 0800-0529403.

Re: PETITION against ntls 0845 CS number
 

Wasn't there something in the original ntl statement about calls being answered in 3 mins or a call back?

Re: PETITION against ntls 0845 CS number
 

don't bet on that being the case.

BT offers a service whereby if there is any form of queue whatsoever then they will call you back and yes they do call you back. I fail to see why ntl can't do the same.

Re: PETITION against ntls 0845 CS number
 

I've had a call-back from NTL because there was a long queue on the 0845 CS number.

Re: PETITION against ntls 0845 CS number
 

Don't know how I'd manage without that site. No need for a petition when you have site like that. I hate it how companies make money out of customers in this way - far enough for support, but not general administration /communication issues. With all these companies switching to 0845 numbers it does make talk unlimted packages far less useful.

Agree that it's stupid for Ntl to tell you teh cost of calls from a BT line :spin:

Re: PETITION against ntls 0845 CS number
 

likewise. It's a wonderful site and I have saved a LOT of cash since I first heard about it.

Re: PETITION against ntls 0845 CS number
 

I got a flyer through today 18th August clearly advertising a free customer helpline. The wording to the letter was:

"Theres a free customer helpline, and because you're dealing with one company less hassle"

Don't know if anyone else got it. It's the one advertisng the £5.50 select pack deal. It's a very recent flyer as I've not seen this one before. I thought yuppy they have listened and finally droped the 0845 charges. There was a free phone number on the flyer and when you ring it and press option 2 for customer services it tells you to hang up and ring a 0845 number which is not free. I don't know how they are getting away with these ads as it certainly is misleading to advertise a free customer helpline only to ring the free number and be told to ring an 0845 number which is not free. I am sure the ASA might be intrested. I would scan it and post it but unfortunately my scanner is off line.
:confused:

Re: PETITION against ntls 0845 CS number
 

Would you prefer to have higher monthly charges and a free line call to customer services/faults then?

Re: PETITION against ntls 0845 CS number
 

My answer to your question andy is I think all broadband subscription fees industry wide need to rise as a whole its undervalued. Then perhaps a bit more on top even to cover the extra cost of hiring uk staff and keeping call centres in uk. 0870 isnt a major thing unless their is long call queues and poor 1st time resolution on calls.

Re: PETITION against ntls 0845 CS number
 

0870 is a very bad thing for faults. You're ****ed off with the fault and you get doubly ****ed off when you have to pay to report the fault! Do you want to keep the customers happy or do you want to wind them up?

Re: PETITION against ntls 0845 CS number
 

Offcom states 0870 numbers should be charged at national rates or less and many people believe these numbers are charged at this rate.

BT new daytime rate is 3p for all calls.

Therefore all 0870 should be err 3p per min?

Re: PETITION against ntls 0845 CS number
 

No they don't! OFCOM stated very recently that there is no such thing as a 'National Rate' and even the ASA (Advertising Standards Authority) have stated that as the 'National' UK rate is nothing like what 0870 calls are charged at, advertisers cannot state this. OFTEL say that revenue sharing for these numbers must end, and are pushing the new 05 code to provide firms with memorable numbers when they give up 0870. Also, the fact OFTEL still allowed the old Mercury Freefone code 0500 to still exist remains to confuse punters further.

Re: PETITION against ntls 0845 CS number
 

the 0871 number that ntl use is a call collect number thats why they and other isps use it, they collect on the length of your call the longer they keep you on the more money for them!do a google search on it! *sighs* I wouldnt mind but I have never had a sucessfull result from their technical support number.
huggs kat2

Re: PETITION against ntls 0845 CS number
 

As proposed in September 2005, Ofcom will require mobile and fixed-line providers (including payphones) to charge the same or less for 0870 calls as they do for national-rate calls to geographic numbers (starting 01 or 02). If providers wish to charge more for 0870 calls they will have to make a free-to-caller price pre-announcement at the start of the call.
Offcom19|04|06

Re: PETITION against ntls 0845 CS number
 

I'm not sure where you gleaned that term from, but 'call collect' is an american term for what we'd call a reverse charge call. The number range is more properly described as 'revenue share' where a few pence per minute paid to the telco is also passed on to the user oif the line. Either way, for NTL, the cost to them of providing free calls to CS and Faults over their network is negligible. Of more interest is when you call them and the recorded announcement states what the call prices are via BT.... it's almost as if they didn't know they had a network of their own!

Re: PETITION against ntls 0845 CS number
 

Which proves what, exactly? This has not been enshrined in any legislation and their 05 code announcement was revealed in August 2006. Moving on to this 'free-to-caller price pre announcement' how do they think that's going to work in practice? What is being implied is that some end users will charge higher rates than others, the originating network isn't going to know what the charge is going to be until the call is terminated, so how on earth can the regulator mandate a pre-connection warning message? BT most certainly won't stand for it - they'll need a set rate for a code and stick with it.

Imagine - that's like being given a menu in a resurant then being told the prices are dependant on which chef cooks your meal, but you won't know that till it's made!

The 05 option gives them a chance to start again.

Re: PETITION against ntls 0845 CS number
 

AFAIK, the 0845, 0870 and 0871 numbers will be left exactly as they are but the new 05 numbers will be charged at standard geographic rate. Only if companies choose to move to an 05 number will the costs come down.

Re: PETITION against ntls 0845 CS number
 

Why are 0870 numbers being discussed anyway? Are any of ntl's contact numbers 0870? I can't find any in the sticky on here, or on ntl's website.

The tech support number is 0871, which, when I first looked it up on the BT website in March, was called a "contactcall" number. This can be charged at anywhere between 0.5p/min to 10p/min for a call made at anytime (no evening or weekend reductions). ntl chose to charge the maximum of 10p.

Having said that, I am a bit confused now, as the contact pages for both Bromley and Langley on ntl's site says that the 0845 and the 0871 numbers are both charged at 5p/min. :confused:

Have ntl reduced their tech support number to 5p/min or is it a mistake?

http://www.ntlworld.com/helpsupport/...us/bromley.php
http://www.ntlworld.com/helpsupport/...us/langley.php


.

Re: PETITION against ntls 0845 CS number
 

http://www.saynoto0870.com
I found a geographical number there, took me straight through to CS :)

Re: PETITION against ntls 0845 CS number
 

I believe it's related to the phone line provider to determining the cost of the call (Bt/Ntl/1899) and if they want to charge more than the standard cost of a land line call (i.e. 3p/3p/0p) then they will have to give a free recorded warning at the beginning of the call what the cost will be - 1899 do this already. :)

In the end reducing 0870 numbers to the same cost as a "normal" land line call can only be good for the consumer (in my case making them free :D ) - my beef is the timescale (next year) and the fact that 0845s aren't going to be included in the review.

Oh and for those interested in the 0871 debate - it's moving to be regulated by ICSTIS which will mean that like 09 numbers, companies will NOT be able to keep you in a queue before answering your cal. They will either have to answer it there and then or give you an engaged tone. Can't see Ntl sticking with it then - people would NEVER get through! :angel:

Re: PETITION against ntls 0845 CS number
 

but ntl: have changed it from an 0800 to a special rate call for a reason, if the regulatory body determines what the cost of a call is they can change the number again to an 09 number and still charge 10p per min for tech support

Re: PETITION against ntls 0845 CS number
 

the fact that you have to call the fault line means your already paying for a non working or substandard service

so to have to pay for it is an utter insult! and when you do get through you realise your paying for another substandard service:banghead:

Re: PETITION against ntls 0845 CS number
 

I totally agree the 0845 number stinks:mad: ,,,, I've gone round in circles on the website trying to email NTL to report a fault on my phone. Every time I click on a contact us link it tells me to phone,,,,I can't phone:mad: , the thing is broken. Why can't I email a request for a repair then they can phone me on my mobile or they can give me an 01 or 07 number that I can phone free of charge as part of my mobile phone package. everyone should keep on emailing to complain. I managed to get through to business services I'm sure they will soon get fed up of answering emails from home users who are just fed up with the service.. Apart from this they are pretty good:D I can feel my blood pressure starting to drop just because i've manged to tell somebody

Re: PETITION against ntls 0845 CS number
 

As noted elsewhere - at least NTL have listened to reason. You can now (at least in my franchise area) now contact NTL Customer Services by dialling 150, faults are 151. Both numbers are free. The code is to work across all franchise areas from Octoiber.

Re: PETITION against ntls 0845 CS number
 

Has ntl announced this?

Re: PETITION against ntls 0845 CS number
 

I don't think they have announced it publicly yet. However I can confirm it is correct. The numbers will become the standard numbers for NTL and Telewest customers in all areas shortly.

Re: PETITION against ntls 0845 CS number
 

At least that shows they listening but what if your phone isnt working.... I need an 01 02 07 number so that I can phone for free. 0870 and 0800 costs a fortune from mobiles and what else can you use if your phone line aint working.... Email option would be good

Re: PETITION against ntls 0845 CS number
 

Well that is good news then :tu:

Re: PETITION against ntls 0845 CS number
 

Yes, in a letter to customers from Steve Stewart, Managing Director of NTL Customer Care. If you've not got yours yet, it's probably coming - they've sent the mailing via TNT, not Royal Mail. Why not try dialling it?

---------- Post added at 19:12 ---------- Previous post was at 19:08 ----------

Providing you're not in the Celtic franchise areas, the number given by www.saynoto0870.com works fine.

---------- Post added at 19:15 ---------- Previous post was at 19:12 ----------

Well, it's as public as a customer mailing. The target date is 02/10/06 but it aleady works in many areas. It's good news, but would be made better that they admitted they got it wrong originally, than try to sweep it under the carpet as a PS in a letter about other changes not taking place until next year. They do seem to think we're all a bit dim....

Re: PETITION against ntls 0845 CS number
 

Just tested 150 and can confirm it's working for me in Cambridge CB4.

Re: PETITION against ntls 0845 CS number
 

Okonski,

Does it really matter as long as they have reverted back to a free phone. I'm sure it's got nothing to do with thinking, "were a bit dim", more like it was a case of trying to raise money, save money to give a better service, lets hope now that a better customer service can be put into place without the extra revenue from an 0845 number?

Re: PETITION against ntls 0845 CS number
 

Thanks for the info m8 great news works in the South London area.

Re: PETITION against ntls 0845 CS number
 

Wait wait! The excuse given to me when I complained was 'Sky charge at National rate, We're only charging local rates'. When I pointed out that BT was still free with their 0800 and 150 codes, the stock responses ended. Since this was put forward as a legitimate reply, the ntl clearly thought we were too stupid to know or care. As for trying to save money, do remember they are a telco, and any shortcodes they provided were handled wholly within their own network, and effectively 'free'. When they ended the short codes to promote their 0800 number I queried this because of the need to dial 7 additional digits for the same service, and the fact mobile users and cross network callers would cost them dearly - especially when compared with their free oin-net calls previously.

As for them using the call revenue to pay for the CS system, that would be bound to fail and represented sqewed logic. It is the monthly fees that are supposed to pay for service provision, repairs and keeping the customer happy. If they mess up, their profits will dip, if they don't it won't. What you appear to advocate is that CS should be a seperate profit centre and customers should contribute to it - as NTL found out, that caused more grief than it was worth, as I made sure the 4+ hours I spent on the phone to CD and faults were repaid in service credits.

Now, all we have to do is ensure BB faults (not support) are also free, and I'll feel NTL have finally treated their customers with RESPECT!

Re: PETITION against ntls 0845 CS number
 

why do they need an excuse?
they are there to make money and there are targets of how much profit needs to be made each year. now they can put up the price of packages by a couple of pence or charge for the call but either way your going to be paying for it.

you can say "well sky and BT have a freephone number" my answer to that would be, go to sky and BT then.

with the broadband it is generally support. the cable broadband is generally very reliable and most problems come through PC problems not a problem with the supply. I dont think there are many Broadband suppliers that will give you a free support line, in my experience they are mostly 09 numbers.

Re: PETITION against ntls 0845 CS number
 

Because if they are doing something their competitors aren't they're going to regret it. You seem to forget NTL have a finite number of customers, they cannot provide cable to customers that don't live in cabled streets. Once that original captive customer has departed, it is very difficult if not impossible to get them back, especially if said customer felt he was being ripped off. Sky OTOH don't have these constraints, they don't look at a finite number of subscribers and wonder what % of it they'll get.

I'm a firm advocate of the benefits of cable, however if the operator does not play fair and tires to milk the customer at every turn with spurious methods of extracting every penny they can with financial fines and charging to make contact, they'll be on a slippery slope to oblivion.

Re: Faults is now on 150 (previously PETITION against ntls 0845 CS number)
 

Can you get through to Broadband faults on the 0800 number or does that still tell you to call the chargeable number?

Re: PETITION against ntls 0845 CS number
 

That number doesn't work for NTL Celtic region customers. They will put you through, but you have to go back in to a fresh call queue.... :sleep:

---------- Post added at 19:14 ---------- Previous post was at 19:13 ----------

Nope - only TV/Phone faults are dealt with on the 151 service.

Re: PETITION against ntls 0845 CS number
 

You were saying?

Thanks to all you had signed it, and yes I did send the petition away. Its good to see how many signed up.

I know it wasnt just my petition that ended the 0845, but it sure bloody helped!

Thank you all!

PS, I was wondering when 150 and 151 would be back ;)

Re: Faults is now on 150 (previously PETITION against ntls 0845 CS number)
 

Ntl are cutting their price plans from early next year? BT have done it already! yet again NTL fall behind.:erm:

Re: Faults is now on 150 (previously PETITION against ntls 0845 CS number)
 

Hmm - interesting

Anybody considered that we could all have been taken for fools.

ie

1) NTL realise they're one of v few isps with a frephone cs number
2) NTL change their number to 0845, expecting a public outcry
3) public outcry - but those that check other ISPs rates don't feel too hard done by
4) NTL "listen" to public outcry and bring back 150. (as planned in advance) Subscribers rejoice that NTL has backed down, and subscribers to other ISPS with 0845 numbers suddenly become less satisfied with the deal they receive.

Of course, maybe NTL just aren't this clever .....

Re: Faults is now on 150 (previously PETITION against ntls 0845 CS number)
 

Well, it's 151 for bb faults as well - this has been an issue with NTL.Telewest customers since the 0845 was intorduced, and since the merge is nearly complete, we are offering the same faults and Customer Care quick dial freephone numbers as they do.

Re: Faults is now on 150 (previously PETITION against ntls 0845 CS number)
 

So this letter says..

Call cutting call plans etc, and half price for six months, but I dont see the new prices anywhere except the 3p at all times.

Anyone know what the new £14.00 Unlimited is going to be ?

Re: Faults is now on 150 (previously PETITION against ntls 0845 CS number)
 

isn't it that customer services is 150, and faults is 151? not that it really matters cos one can put you through to the other...

Re: Faults is now on 150 (previously PETITION against ntls 0845 CS number)
 

it says in the bottom of the letter there will be a saving of £4 so TU24 will go down to £10 plus line rental if you pay it

Re: Faults is now on 150 (previously PETITION against ntls 0845 CS number)
 

So it does, I never read the small print, it always puts you off :)

Re: Faults is now on 150 (previously PETITION against ntls 0845 CS number)
 

Well, it is going to be £9.95 for TU24.

Re: Faults is now on 150 (previously PETITION against ntls 0845 CS number)
 

A packare you can get from vonage for £7.99 a month giving a saving of ~£2.00 per month and then cancel your phone line saving another £10.50 a month.

Not too good if you ask me. :erm:

Re: Faults is now on 150 (previously PETITION against ntls 0845 CS number)
 

On the whole I would not say it be worth dumping NTL for some internet phone, or for any other company unless you have a very good reason.

I use to have IONICA if anyone had them, you would know how bad a telco system was :) oh and we are on NTL becuase BT were over priced and we had a lot to complain about didnt we?

We all forget that these companies are there to make has much money as they can from us...

Its good to see the price plans cut, but it should have been done before the 321 was changed..

It looks like they want everyone on a plan, as people are careful not to run up bills with long calls, and so they dont make money without the plans.

I have now had digital tv added, it shalf price for 6 months (9.75) 4mb broadband at £19.99 for 6 months ( for the last x years I have paid this, never £24.99), and the after 6 and weekend call plan. So have a package saving. But after 6 months, who knows what I will get, there always seam to be something you can get for free or half price, I dont think I have paid full price for anything in the last 5 years

Re: Faults is now on 150 (previously PETITION against ntls 0845 CS number)
 

£150 a year not enough of an excuse for you mate? You can send your money to me if you don't want it! ;)

Re: Faults is now on 150 (previously PETITION against ntls 0845 CS number)
 

And how much with other companies ?

Did you think it was free ?

Re: Faults is now on 150 (previously PETITION against ntls 0845 CS number)
 

Two posts up I gave you the example I'm talking about. There's a saving of £150 a year if you ditch your Ntl line for a VOIP line with Vonage (or whoever) at £7.99 a month including all 01/02 calls.

Re: Faults is now on 150 (previously PETITION against ntls 0845 CS number)
 

Re: Faults is now on 150 (previously PETITION against ntls 0845 CS number)
 

Outgoing calls, yes, incoming, no. Vonage provide you with a facility whereby if your connection dies all your calls can be forwarded to another number, mobile, landline whatever.

I have Vonage and I never really have any downtime with it. An even more persuasive post is in a more OT thread:

http://www.cableforum.co.uk/board/sh...7&postcount=34

Re: Faults is now on 150 (previously PETITION against ntls 0845 CS number)
 

I called 150, and it says if you have trouble with BB call 0871.... wtf?

Re: Faults is now on 150 (previously PETITION against ntls 0845 CS number)
 

I believe not all areas are able to use the 150 number yet.

Re: Faults is now on 150 (previously PETITION against ntls 0845 CS number)
 

That explains it!:)

Re: Faults is now on 150 (previously PETITION against ntls 0845 CS number)
 

The number was reintroduced from 2nd October 2006, but i can't find where i read that it would take a while for all areas to beocome active again.

---------- Post added at 19:19 ---------- Previous post was at 19:18 ----------

I'm assuming you were calling from an NTL phone line? and not BT.

Re: Faults is now on 150 (previously PETITION against ntls 0845 CS number)
 

I wouldnt save that much anyway, as I have a package deal, so dont pay the full price for any of them

Re: Faults is now on 150 (previously PETITION against ntls 0845 CS number)
 

What 0845/0870? I think (assuming you;re with Ntl for the phone) you'll be paying through the nose for them like everyone else. TU packages don't include NGNs I'm afraid. :)

Re: Faults is now on 150 (previously PETITION against ntls 0845 CS number)
 

Who rings 0870 ? I dont, while I have to ring 0845 but not very often, so it wouldnt matter to me, and Im sure not many people ring those numbers regular

These may help you
http://www.saynoto0870.com/

Re: Faults is now on 150 (previously PETITION against ntls 0845 CS number)
 

Is it not

150 - customer service
151 - faults

Re: Faults is now on 150 (previously PETITION against ntls 0845 CS number)
 

Oh, 'cos I thought you said:

I was assuming since we were discussing 0870/0845 you were talking about a package to reduce your 0870/0845 calls. :dozey:

Re: Faults is now on 150 (previously PETITION against ntls 0845 CS number)
 

Was you discussing 0870/0845? I wasnt :)-