Tootles,
What area are you in?I'm a NTL tech & i think part of the problem is the use of outside agencies (not our contractors!!!) to do the disconnects.It SHOULD'NT happen!!but it does.
I regularly get faults where a sub has been 'cut' off by accident.When you phone faults (which,basically,your problem is from a tech point of view) the is a 'time out' placed on the fault.That means we have a window to fix that fault in,normally 12 hours.If it is not fixed by then,it times out which goes against us on the performance tables.
Go to
www.ntlhwll.co.uk & look up Dexter,contacy him as he is very good at sorting out problems.He's in customer care.He should be able to help you.
Sorry i cant be more help.
M