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Stuart · 14-11-2005, 12:27

I lost my network connection on Friday. I put this down to the network upgrades which were scheduled for Bromley this week (I am in Bromley), and went to bed.

Then, on Saturday, about midday, the connection died again. I waited an hour for it to come back, and it didn't, so I called faults. Eventually (after the standard unplug your STB and reboot your computer, which I had already done), the operator booked an engineer. At about 6, the network connection came, but seeing as it had died twice in two days, and still seemed slow, I didnt cancel the call.

I took a half day to let the engineer in. In fairness, the engineer turned up promptly (the appointment was somewhere between 12 and 4, he turned up at 12:30). He said that it was a known area fault, and had been fixed.

Now, I have a comment to make. Surely, it would have been more efficient for the NTL engineers to have some sort of system to inform Customer Services of faults in an area (to save the Operator sending out Engineers unecessarily)? Saturday's problem in Bromley wasn't (and still isn't) mentioned on the Server Status page, and wasn't mentioned in the recording while I was on hold.

14-11-2005, 12:27	#1
Stuart - Join Date: Jun 2003 Location: Somewhere Services: Virgin for TV and Internet, BT for phone Posts: 26,546	Network problems and Customer Services I lost my network connection on Friday. I put this down to the network upgrades which were scheduled for Bromley this week (I am in Bromley), and went to bed. Then, on Saturday, about midday, the connection died again. I waited an hour for it to come back, and it didn't, so I called faults. Eventually (after the standard unplug your STB and reboot your computer, which I had already done), the operator booked an engineer. At about 6, the network connection came, but seeing as it had died twice in two days, and still seemed slow, I didnt cancel the call. I took a half day to let the engineer in. In fairness, the engineer turned up promptly (the appointment was somewhere between 12 and 4, he turned up at 12:30). He said that it was a known area fault, and had been fixed. Now, I have a comment to make. Surely, it would have been more efficient for the NTL engineers to have some sort of system to inform Customer Services of faults in an area (to save the Operator sending out Engineers unecessarily)? Saturday's problem in Bromley wasn't (and still isn't) mentioned on the Server Status page, and wasn't mentioned in the recording while I was on hold.