Still no phone 2 weeks after house move

soozy101 · 23-08-2006, 18:06

Hiya,

I'm having a bit of a nightmare after our house move was messed up. The installation engineer came round on 10th August and we were given a new phone number (as we'd moved areas), then on 14th August that phone number stopped working. Customer Services told us it belonged to someone else. It still isn't working...

After at least 10 calls to customer services, home move and faults departments, all on a mobile phone, we managed to determine that the home move had been messed up in the following ways:

1. Our broadband hadn't been transferred (we managed to sort this out quite quickly though!).
2. Our old phone number in Watford hadn't been disconnected and was still attached to our account.
3. The new number we got had never been attached to our account and had now been given to someone else.

We thought we'd managed to make some progress yesterday when we were given a new phone number and told it should be working, but on returning home there was still no dial tone and on calling the number you just get a high pitched continuous tone.

So we called Home Move back, who passed us to Customer Services, who passed us back to Home Move (who finally disconnected the old phone number), who then passed us to Faults, who told us the new number wasn't on the switch and they'd have to email someone. We were promised that the phone would be working within 24 hours and that we'd get a callback.

Needless to say the phone still isn't working and we've not heard anything from NTL.

All I want is for someone to take ownership of the problem and give us a working phoneline! And maybe to call back when they promise to do so. We've been passed around the departments and seem to be going round in circles.

Undying gratitude to anyone that can help.
Sooz

MovedGoalPosts · 23-08-2006, 19:23

to Cable Forum

If you want to PM me some details, we'll see if the CF Team's ntl contact can get involved. Our contact is usually does quite adept at cutting through the ntl red tape

Please provide your service property address, account number, a daytime contact phone number (could be a mobile as your landline don't work) and ideally an email. If you can also confirm the phone numbers you have been issued with now or previoulsy it might give our man something to start troubleshooting with.

soozy101 · 25-08-2006, 11:48

Hiya,
We've not heard anything back from the NTL contact yet, but have now received our first bill at this property. This pretty much confirms what we thought - that our services haven't actually been redirected.

- We have been credited for a part month of Broadband but have no charges for Broadband.
- We have been charged for an 'additional set-top-box' although we only have the one.
- Our phone number for 28Aug-27Sep is still given as the one in Watford.

I know I should probably be relieved that NTL have undercharged me for a change but naively I'd rather we had a relationship where I pay for services and they provide them.

soozy101 · 26-08-2006, 10:02

We were phoned at 4pm yesterday by Richard in the exec office. Within 10 minutes he had got our new number activated at the exchange. The phone still didn't work so he organised an NTL engineer to come round first thing this morning to sort out the connection in the cabinet.

So we now have a working landline. Hoorah!

Now all we need to do is get the bill corrected...

Russ · 26-08-2006, 10:04

Keep us updated on your bill - if they don't get it right then let us know and we'll get our contacts on to it.

MovedGoalPosts · 26-08-2006, 11:56

Glad to see that you are making progress. You have Richard's details so please do use him to ensure the billing gets sorted too. He's got a very big stick he can wave around at systems that are going awry.

Jules · 26-08-2006, 12:29

Amazing the poor fella/lady has been trying to sort it for 2 weeks and nothing happens the team step in and within a couple of days it is sorted.

Well done yet again to the team for sorting a problem out

soozy101 · 29-08-2006, 17:14

Final update - the bill has been sorted out and all is well in the world (although apparently the exec office do not have the power to bring peace to the middle east...)

Thanks to all involved.

seaneeboy · 30-08-2006, 14:49

Great to hear it got sorted for you soozy!