[info4u]

Data protection is only required when providing account information. (specifics)

If some one has a fault the customer would be providing the info to us (Telwest this is) therefore we arent divolging any information out.

*Please note this is subject to process change should the big guys change their mind in the future on how calls should be handled.

For NTL they may be the opening times but that may soon change to bring inline with Telewest's times (or we may change to the above).

Telewest numbers:

0845 142 0000 charged at local rates
150 Free from a Telewest Land Line

Opening times
08:00 - 00:00
7 Days a week (Unless National Holidays)

Types of queries...
Billing
Complaints
Special Requests (such as moving cables around £75.00)
Upgrades and Downgrades
Internet Disk Req
Copy of their password /
Copy of their internet username and password
(Not visible to staff only can be requested by post)
Product Lititure
Number changes including transfering from BT (account holders only)
Bill forwarding address
Transfering the responsibility (Set up a new account holder)
Payments and Direct Debit set ups
Chasing Up technicians (Upon customer contact)
Digital Migrations
Copy of contract
Directory Enq change req
Product offers stopped (Contact from TW)
Special Needs Request (customers with dissabilities)
PPV (pay per view) queries
PIN number request (account holders only or named 3rd parties with the password) also Unlocking the PIN
TV Drive Installs
Analogue change to digital
Reffering a friend
Recomending a friend
Reporting a customer who has left the property

NSC (National Service Centre)
Faults
151 Free from a Telewest Phone Line
0845 142 0000 Option 2 (Charged local rates)

Option 1 (TV Drive)
Option 2 (TV)
Option 3 (Internet - option 1 broadband - option 2 dial up)
Option 4 (phone)

A fault is any service affecting issue that doesnt relate to service restriction as a result of non payments or credit limit reached.
Ensure the correct option is selected as representatives will only be able to deal with faults that relate to the department they work in (Training reasons).

This will save your self time and that of other customers who are holding to get threw, this will reduce your dissatisfaction experiance and the satisfaction of others.

Dial Up broadband
0906 706 0000 charged 50p per min.
Reasons:
Many customers dont like the idea of the charge, the reasons for this is Dial up operates simular to a phone, it simply picks up the receiver and dials a phone number with tone dials and communicates with fax noises rather than voice to transmit data.

The dial up modem and the computer consists as the customers own equipment and therefore customers are liable for their own support.

As some find it hard to get in touch and obtaining support from their vendor Telewest provides a 3rd party company line available for customers to get some support.

As per ofcom if the calls come to above £20 or 5+ calls made in 1 day (24hr period) for support then your allowed to be called back by speaking with customer care and an email request will be done for you (Subject to change if any policies change in the future)

Opening times for faults NSC.
08:00-00:00 for TV faults - 7 days a week (Unless national holidays)

Phone:
08:00-00:00 for general faults - 7 days a week *Unless national holidays*
24hrs 7 days a week if it is a No Dial Tone issue.

(If the customer is registered dissabled then the account is subject to fault fixing on the phone line only for no dial tone within 4 hours)

TV and Broadband consists as leisure and not subject to this since phone lines can be a life line for customers.

Request from customer care for special needs forms must be requested prior and signed by a Dr. to confirm the dissability. Abusing the service may cause a 75.00 charge (Call out charge) since it is for emergency purposes only with customers who really depend on their phone line for health purposes.

Broadband:
24hrs - 7 days a week (subject to national holidays)

Sales:
0800 953 5353
08:00 - 20:00 Mon - Fri
08:00 - 18:00 Sat
09:00 - 16:00 Sun

There after a representative is available until midnight to take a message and your details and call you back during normal opening hours and provide advise on the services offered. This is available until midnight

Sales is to request a brand new service. A service is defined as Broadband install, Phone or TV install (to upgrade an existing service call customer care)

Service Line:
0800 953 2000 - Find out about faults (Fasing this no out now, due to internet status page, and messages whilst on hold indicate of any known faults)

Compatible Directory Enquiries:
0800 953 0720

Customer Relations (Disconnections only)
08:00 - 20:00 Mon - Fri, 08:00 - 18:00 Sat (Closed on sundays)
To organise a disconnection or if organised a disconnection then you must call customer relations to cancel the disconnection also.
150 Option 3

Move and Transfers:
0845 141 0111 (Charged at local rates)
150 Option 3

Please note that if your moving to a non servicesable area you still need to call move and transfers as you are leaving the property your at

Credit Services:
For customers experiancing problems paying their bill or if a credit limit is exceeded and unable to pay. If credit limit is exceeded and payments made over the phone services will resume 2-24hrs (48hrs for the phone line)

0845 142 4444 or 173 from a telewest phone
Open hours:
08:00 - 20:00 Mon - Fri
08:00 - 18:00 Sat
Closed Sundays

After this time you may speak with customer care but unable to set up a payment plan or make adjustments to any due restrictions this is only credit services who can do this.

If your a customer that has been with the company 6 months or more with no restrictions or late paying the bill then you can have the restriction extended no more than 7 days. after this you must pay on time for another 6 months before another extention will be granted.


Data Protection and Security:
Account holders may only disconnect, obtain pin numbers and perform a number change, Directory Enq Changes, Transfering a responsibility to another person, Setting up a direct debit or changing the address a bill is sent to. Unless a nominated thrustee which must be named prior to the call by the account holder only. (Regardless of knowing the password)

Unbilled phone calls cannot be divolged at all over the phone.
You would need to wait for them to appear on the phone, this is mainly also due to childline and 3rd party confidentiality, we are unable to divolge even to the bill payer until billed. (part in part with Data protection)

When a pin no is requested - 2 additional security questions must be asked.

3rd party:
All other queries, must quoted the password if no password 2 security questions.

3rd party password is set but not able to quote it.
Unable to help other than general product information
(advising what telewest has to offer its customers)
No account specifics.

Hope this helps you out with any future call as to what each person can and connot do for you
and helps your experiances when calling.

Please note that all of the above is subject to change as sometimes certain things change over to be dealt with by other departments
Example: 3 years ago if you locked your pin number you had to speak with the NSC where as now customer care deal with the query

Im no big person just a standard rep therefore any changes are and can be made at any time neither me or the company is to be held liable for the advise provided