Broadband Doesn't Work

Musicman · 19-04-2005, 11:39

Our broadband connection went down yesterday, maybe due to the cable being moved by workman.

My wife tried to book a call, but failed (via Indian Call Centre?)

I managed to talk to someone 3 hours later, who agreed there was a problem, and requested an engineer to call this morning. However the engineer phoned whilst my wife was out to say that he could not come until tomorrow, which is unacceptable (There were workman at the property at the time)

I contact someone to request an appoitment this afternoon, but they have no knowledge or record of the engineers visit being scheduled.

I urgently need to rectify this problem, does anyone know how to arrange for an engineer to come this pm.

Chris W · 19-04-2005, 11:40

you would have been offered the next available appointment- so if that is tomorrow then that is when it has to be i'm afraid.

Musicman · 19-04-2005, 11:43

Quote:

Originally Posted by monkeybreath

you would have been offered the next available appointment- so if that is tomorrow then that is when it has to be i'm afraid.

But why leave it until half an hour before the latest you should be there to cancel and give the next day, surely they should roll over into the PM

Neil · 19-04-2005, 11:44

Quote:

Originally Posted by monkeybreath

you would have been offered the next available appointment- so if that is tomorrow then that is when it has to be i'm afraid.

I think it's more the "no note of any such conversation/installation" that is the issue here MB.

orangebird · 19-04-2005, 11:46

Quote:

Originally Posted by Musicman

Our broadband connection went down yesterday, maybe due to the cable being moved by workman.

My wife tried to book a call, but failed (via Indian Call Centre?)

I managed to talk to someone 3 hours later, who agreed there was a problem, and requested an engineer to call this morning. However the engineer phoned whilst my wife was out to say that he could not come until tomorrow, which is unacceptable (There were workman at the property at the time)

I contact someone to request an appoitment this afternoon, but they have no knowledge or record of the engineers visit being scheduled.

I urgently need to rectify this problem, does anyone know how to arrange for an engineer to come this pm.

When you say 'workman', do you mean ntl contractors?

Neil · 19-04-2005, 11:46

Quote:

Originally Posted by Musicman

I contact someone to request an appoitment this afternoon, but they have no knowledge or record of the engineers visit being scheduled.

I urgently need to rectify this problem, does anyone know how to arrange for an engineer to come this pm.

Try one of the people listed here.

Musicman · 19-04-2005, 12:03

Quote:

Originally Posted by orangebird

When you say 'workman', do you mean ntl contractors?

No we are having a new driveway put in, and the cable has become exposed as a result. There appears no damage to the co-axial cable between where it leaves the conduit and the house. However where the cable enters the property, it has been taked over a low wall and bent at 90 deg (not a good idea for these cables). However the seperate phone line is working
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Quote:

Originally Posted by Neil

I think it's more the "no note of any such conversation/installation" that is the issue here MB.

there is a note booked in at faults, which the Indian call centre cannot access, so I am informed by someone called Jack who I spoke to half an hour ago.

Anyway it appears that someone is supposed to come this afternoon to look at it, so we shall see.

Neil · 19-04-2005, 12:08

Quote:

Originally Posted by Musicman

No we are having a new driveway put in, and the cable has become exposed as a result. There appears no damage to the co-axial cable between where it leaves the conduit and the house. However where the cable enters the property, it has been taked over a low wall and bent at 90 deg (not a good idea for these cables). However the seperate phone line is working
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there is a note booked in at faults, which the Indian call centre cannot access, so I am informed by someone called Jack who I spoke to half an hour ago.

Anyway it appears that someone is supposed to come this afternoon to look at it, so we shall see.

With respect-if the construction workers caused this issue, why are you getting on to ntl?

Surely your 'beef' is with the construction company?

ian@huth · 19-04-2005, 12:15

What telephone number did you call to report the Fault? AFAIK only technical support uses Indian call centres so maybe you have been phoning the wrong number.

Musicman · 19-04-2005, 12:27

Quote:

Originally Posted by ian@huth

What telephone number did you call to report the Fault? AFAIK only technical support uses Indian call centres so maybe you have been phoning the wrong number.

We went via dialling 150, which may of been wrong, but we talked to the Indian call Centre yesterday, then I spoke to someone from the UK, then I spoke to the Indians again today, so it appears pot luck who you speak to.
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Quote:

Originally Posted by Neil

With respect-if the construction workers caused this issue, why are you getting on to ntl?

Surely your 'beef' is with the construction company?

My 'beef' was with NTL, due to then saying they were sending someone around today, then cancelling, then not being able to talk to someone at first who could help me!

Chris W · 19-04-2005, 12:28

officially you should be charged by ntl for the damage to the cabling... you would then have to take this up with the workmen yourself.

If you haven't been charged then you are lucky.

orangebird · 19-04-2005, 12:30

Quote:

Originally Posted by Musicman

We went via dialling 150, which may of been wrong, but we talked to the Indian call Centre yesterday, then I spoke to someone from the UK, then I spoke to the Indians again today, so it appears pot luck who you speak to.
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My 'beef' was with NTL, due to then saying they were sending someone around today, then cancelling, then not being able to talk to someone at first who could help me!

You can add her as an authority onto your account.

Back to the original 'beef', tbh, two days to get an engineer out isn't that bad (although you shouldn't have been mucked about, granted.. ).

Musicman · 19-04-2005, 12:31

Quote:

Originally Posted by monkeybreath

officially you should be charged by ntl for the damage to the cabling... you would then have to take this up with the workmen yourself.

If you haven't been charged then you are lucky.

Yes I agree, that I do not believe that will be a problem, in fact the foreman has already said to pass the bill to him, if there is one. Though if the fault is where I believe it is, where it comes onto my property, I will have a problem, as it will be due to bad installation.

We will have to wait and see what the engineer says!

Neil · 19-04-2005, 12:38

Quote:

Originally Posted by Musicman

the foreman has already said to pass the bill to him, if there is one.

Good luck with that!

Musicman · 19-04-2005, 12:41

Quote:

Originally Posted by orangebird

Back to the original 'beef', tbh, two days to get an engineer out isn't that bad (although you shouldn't have been mucked about, granted.. ).

That was my problem, being mucked about, if they had said two days, I wouldn't of been happy, especially if they failed to turn up then. I just hate being let down when appoitments are made, I could of had to take time off work this morning for the engineer to come!!