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clarie · 23-08-2005, 17:15

I had a similar problem when I had my NTL TV installed. Two guys came out to install it, but once they had gone we realised we didn't have the correct package so my housemate called and was told to turn it off at the mains, and turn it back on and it would be correct. He did this but when he turned it back on the screen said the 'service was being updated and would take a few mins'. 24 hours later it was still doing the same thing so we called, made an appointment for someone to come out, and he didn't turn up.

What was weird though was that when I called about the no-show, the girl I spoke to told me someone logged our fault as complete, saying he had done this and that and the problem was solved. I told her no one had even turned up, and then she came back and said 'according to a supervisor, someone did turn up at 12.47 (or something similar) but as no one was in they went away and left a voicemail message for you on your land line. This was annoying for two reasons 1) because we were told the guy would be there between 1 and 5 so he should have waited, and b)we don't have voicemail - or rather we don't have access to it and have never requested it, but strangely if you phone our number, you eventually get through to a personalised answering message and I don't recognise the voice! (Our landline is with NTL too...)

Anyway eventually the girl decided that the fault had never been logged at all and she made another one and gave us an appointment, which thankfully the guy showed up for.

I just find it very suspicious that she had given me a lot of very precise details such as the exact time, before saying oh no hold on, the fault was never logged.

Hmmmmmm....

It does seem the case that the problem lies with those booking the appointments, not the engineers themselves.

23-08-2005, 17:15	#11
clarie not here Join Date: Aug 2005 Posts: 648	Re: Nobody turned up!! I had a similar problem when I had my NTL TV installed. Two guys came out to install it, but once they had gone we realised we didn't have the correct package so my housemate called and was told to turn it off at the mains, and turn it back on and it would be correct. He did this but when he turned it back on the screen said the 'service was being updated and would take a few mins'. 24 hours later it was still doing the same thing so we called, made an appointment for someone to come out, and he didn't turn up. What was weird though was that when I called about the no-show, the girl I spoke to told me someone logged our fault as complete, saying he had done this and that and the problem was solved. I told her no one had even turned up, and then she came back and said 'according to a supervisor, someone did turn up at 12.47 (or something similar) but as no one was in they went away and left a voicemail message for you on your land line. This was annoying for two reasons 1) because we were told the guy would be there between 1 and 5 so he should have waited, and b)we don't have voicemail - or rather we don't have access to it and have never requested it, but strangely if you phone our number, you eventually get through to a personalised answering message and I don't recognise the voice! (Our landline is with NTL too...) Anyway eventually the girl decided that the fault had never been logged at all and she made another one and gave us an appointment, which thankfully the guy showed up for. I just find it very suspicious that she had given me a lot of very precise details such as the exact time, before saying oh no hold on, the fault was never logged. Hmmmmmm.... It does seem the case that the problem lies with those booking the appointments, not the engineers themselves.