Phone dead, NTL say 2 weeks to fix it?

[Web-Junkie]

A friend a few doors up from me had his phoneline stop working Saturday 6th Nov. Incoming calls just rang once then gave a pathetic tone, and the dial tone does not register so he can't make outgoing calls and today he now can't receive incoming calls, so basically his phoneline is totaly useless!

He tried a spare phone on the line, still the same problem, and so he asked to try his phone on my line and his phone is working. So he tried ringing NTL today at about 2:45pm (150 from my phone), at about 3:30pm when he got someone on the phone and explained the problem he was transfered and after 10mins the phoneline just gave a continuous tone and he had to hang up. He then left, a bit pee'd off!

So I tried by rininging 151 and reporting the fault, I got through in under 5 mins explained the problem and was told 22nd November was the earliest an engineer could call?

Is that acceptable? Should he have to be without his phone for at least 2 weeks? Should he ring NTL back and complain?

[Graham F]

No its not acceptable IMO they should get someone out this week

[purple_smarties]

i thought that are unable to make any out going calls then there was a fixed period of time it had to be fixed in (24 hours??) as you are unable to make emergency calls

There is a post elsewhere on this forum stating that NTL have given a voluntary commitment to Oftel (actual commitment commercially confidential) which is much better than two weeks. I don't think there is a legally binding period, however.

[Graham F]

John the post on the other thread was not backed up and i worked for ntl for 3 years and had never heard of this, so i would not read to much it!!

[poolking]

You would have thought being as a phone is essential in the case of emergencies they would attempt to get engineers out within 24 hours.

Whilst I would have thought this as well (24-hour response), it is not compulsory for every home in the country to have a phone, so hardly regarded as 'essential'

[poolking]

I know but it's more important than getting DTV fixed.

[Neil]

Originally Posted by JohnHorb

Whilst I would have thought this as well (24-hour response), it is not compulsory for every home in the country to have a phone, so hardly regarded as 'essential'

Hmmm-I thought there was a law regarding people having access to working phone lines?

Maybe it's just the provision/availability, but I thought it also applied to repairs, & even then maybe it onll applies to BT....

http://www.bt.com/customerservices/c...=our_guarantee

At least BT would forward your phone calls to your mobile at no expense to you.

http://www.bt.com/customerservices/c...ping_connected

Originally Posted by BT

As soon as you report a fault, we will immediately divert* all your incoming calls to an alternative fixed or mobile number, free of charge. We will also pay for the cost normally incurred for diverting incoming calls. You can retain the diversion service until we install or repair your service.

If we fail to keep to our promised times for repairing your service, we will automatically credit a rental rebate to your bill. As well as this, if your incoming calls are diverted to a mobile, we will automatically credit a call allowance to your bill, to contribute towards the cost of calls you make from your mobile. The rental rebate and call allowance is calculated on a daily basis.

* The diversion facility is not available to BT Pay&Call, In Contact Plus and Light User Scheme customers.

http://www.bt.com/customerservices/c...promised_times

Compensation too!!

http://www.bt.com/customerservices/c...e_compensation

Originally Posted by BT

Fixed Rate Compensation

If you choose not to have your calls diverted and we fail to repair or supply your service on time, you can claim for subsequent days:

1-3 days delay: equivalent to one month line rental
4-6 days delay: equivalent to two months line rental
7-9 days delay: equivalent to three months line rental
10 days plus delay: equivalent to four months line rental

[Web-Junkie]

I will ring NTL back tomorrow and ask the reason for the excessive repair date as he can't make, nor receive calls.

I would have thought, as many others do, that having a working phone an essential service as you can report accidents, fires, household emergencies and a myriad of other things that could be vital to saving a life or avoiding a serious incident.

I wonder what a business would say if NTL told them it would take 2 weeks to fix their phone?

Thanks for all the replies.

To be fair, business services do tend to have guarateed response times (and are charged accordingly)

[Web-Junkie]

Managed to get a Nov 15th booking today after phoning them back and asking why it was taking so long. He's a bit happier now

[DeadKenny]

Originally Posted by Neil

Hmmm-I thought there was a law regarding people having access to working phone lines?

That's what I thought. NTL once told me on the phone that they don't guarantee a service!

Compensation too!!

http://www.bt.com/customerservices/c...e_compensation

Including compenstation for a missed appointment...

"Missed Appointments

If we fail to keep an appointment we have made with you, you can claim a one off, fixed rate payment."

NTL absolutely will not refund missed appointments, lost time, etc due to their incompetance (I've got that in writing). NTL still owe me 4 days worth of time wasted.


Personally if NTL say it's 2 weeks to fix I'd tell them I'm off to BT then. Unfortunately they don't give a rats so it's no use trying it in a hope of speeding things up or getting compensation .

[ntlrocks]

my grannies phone is dead, and when we fphone it we get three tones followed by no sound, does anyone know ntl:'s phone fault line which is open 7 days a week?...please

[Marge]

Originally Posted by ntlrocks

my grannies phone is dead, and when we fphone it we get three tones followed by no sound, does anyone know ntl:'s phone fault line which is open 7 days a week?...please

I have posted the number before somewhere however if you dial the c/s number it will give you the telco fault line number, if memory serves it started with 0208