Hi I've had an intermittent BB connection for over 3 weeks and NTL finally fixed it today after a few attempts. The engineer said there was something loose in the box in our street - and he agreed that it would have been the cause of an intermittent connection. I didn't intially both calling NTL about the problem as we get a pretty poor service round here anyway and problems tend to come and go (though they're nothing like as bad as this one has been). Also I do have a wireless network so I checked over all of my equipment and software several times over to make sure the fault wasn't caused by me.
My neighbour called them out a week ago so they could try fixing the problem (it seems it has been affecting everyone in the street) but they failed to fix it then.
Anyway, I called NTL this afternoon to request a refund for the loss of service and inconvenience. It truely has caused me immense problems over the last week - intermittent faults are the worst as they give you a false sense of security and are generally always clear up the moment an engineer appears (the service started working the moment he appears today, though it did die just before he left)!.
They are basically refusing to pay as my neighbour reported the problem and not me (apart from today). This seems unfortunate to me as it was clearly a fault in their equipment (and they have admitted this) and obviously they could have easily sorted it out last week.
Don't know if anyone has any power or influence that can help me. I wasn't expecting any significant payment, just seems wrong to be paying for a service I can't access when i want, and I would expect that a refund for the time I was without a proper service would be the least they could do.
Perhaps i'll have to ask them to pay my neighbour instead, but he's the sort of guy who doesn't like to complain so I doubt he will be sucessful either. TBH there should actually be some sort of payment for everyone in the street seeing as it must have affected everyone (there are only 6 on BB I think). Who would i contact to request this?
The woman i spoke to regarding the issue was not very pleasant and said that we "must complain MORE when things aren't working". and that they want "every single instance reporting - otherwise they can't take any action".
I can appreciate where she is coming from here, but TBH I can only spend so much time on the phone to NTL.
I have reported many many problems in the past and made plenty of complaints - especially back when I had the TV service. There' no way NTL customers can report every single problem they have though is there - just imagine how much time you would be on hold for.
Incidently i expereinced the wonders of the NTL Indian call center tech support for the first time today. The guy there was very nice and did promise me a full refund several times. However, neither of us could actually understand each other for most of the call, so I'm not sure whether his promise is valid or not.
