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Originally Posted by steveahall
Well I thought all was going well with NTL customer services (after lots of problems when initially installed 18months ago), had extra services added to my phone lines 3 days ok, no problems, call to CS was answered immediately after I had negotiated the options, everything was live and working within 2hours.
I thought, Wow, NTL have sorted themselves out. I expected weeks of phoning back to sort things out. (but then I haven't got the bills yet!)
I should have known better.
Today my phone lines are all dead.
The "little green box" which is outside my neighbours house has been vandalised (luckily my BB and TV still work). Had a look for my phone cables in the remains of the box, and found some cables not connected to anything, but near to what I assume is the telephone lines connection block. (I work in IT, and do my own cabling so I've got a fairly good idea what I'm looking for)
Rang NTL - they are adamant that the fault is in my premises.
They said "If the box has been vandalised then everyone's connections would be dead, and my BB and TV wouldn't work". They wouldn't accept that the BB and TV come in on a different cable to the phones.
It will be a 2 week wait for them to repair the "little green box", or I can have an engineer come and "check the cabling in my premises for faults" on Monday. Having asked the CSR why I should loose a days wages because their box has been vandalised I was told that this was the only way to get an engineer and I had agreed to this in the terms in conditions contract. (What contract? - but I won't go there!)
If I'm not here when the engineer calls - they will apparently bill my account for £50. If they find a fault in my cabling they will bill me £50. If they find a fault in the "little green box", they will pass the call on to the relevant dept to fix. So that'll be the 2 weeks wait for the box to be fixed (which will no doubt turn into 2-3months).
So I spoke to the CSR's supervisor and asked if they don't find a fault in my premises can I charge them for lost earnings for something that wasn't my fault - but theirs. Of course I got the answer I expected!
So can I get a refund was telephone services that were not available for 2 weeks while I wait for the box to be fixed. NO! Not unless I report it as a fault and allow NTL access to my premises to check my cabling!
I ended up having to agree for an engineer to come on Monday morning, and i'll be spending my morning trying to get in touch with the relevant director for my area (which I have just found thanks to NtHell).
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Another case of bad service from NTL..Phone up and tell them you what to cancal your service,their soon give you good service and even a discount like i had,because when you phone up and say why you want to cancal,this is taking all into account..NTL do try and make out that the customers are dumb and dont have a clue what their talking about..I think their forget its our money that keeps them in a full time Job
