ntl phone service

[eaglei_uk]

Does anyone know what NTL's contract stipulates for repair times on telephone lines? I cannot find anything on this so far. I just need to know so I know when I can expect them to fix my dead phone line.

[bob_builder]

Welcome eaglei_uk

Have you reported it to NTL?

AFAIK, there are no promised repair times given. I do not think BT has any even. What BT does do, however, is give you a refund of one week's line rental for every day you do not have service, so the onus is on them to repair it within the day. I do not know if NTL offer a similar refund.

[eaglei_uk]

Yes, I've reported it and an engineer is due tomorrow between 8am and 12pm. I guess that is reasonable but usually there is something somewhere that should say when a fault should be resolved by? (thanks for the welcome btw)

Welcome to the site eaglei_uk,

I do not think any company can guarantee when a fault can be resolved by in a certain time. They can say when they 'expect' a fault to be done by, but unplanned things can happen that can delay a resolution. But hopefully tomorrow, the engineer may fix the problem there and then.

[absl]

Within 24 hrs of the Fault being reported.

[eaglei_uk]

Isn't there a t&c which states when they attempt to fix a problem by?

[Graham F]

No not on residential services

[orangebird]

Regarding faults in the t&cs -

10. Faults and Matters Affecting the Services

10.1 We cannot guarantee that the Services will be fault free. If a fault occurs You should notify Us by contacting our customer management centre.

10.2 We are responsible for the maintenance of the Equipment and the ntl Network.

10.3 Where We supply the Services to You via your existing connection to another PCO's Network it is your responsibility to maintain your connection to such PCO's Network and We shall not be responsible or liable to You for failing to provide the Services if such failure arises as a result of any interruption to or disconnection from the PCO's Network or because of failure or inadequacy in any Customer Provided Apparatus.

10.4 We may have to:


change the code or technical specifications of the Services for operational reasons;
interrupt or suspend the Services due to an emergency, for the purposes of repair, maintenance, improvement or because of operational reasons;
give instructions to You which We believe are necessary for health or safety or for the quality of the Services provided to You or to other customers; or
charge You for work carried out by Us to locate or repair faults caused by or associated with the Customer Provided Apparatus or any other PCO's Network.

10.5 If it is necessary for the Services to be interrupted or suspended We will give You as much notice as is reasonably practicable and restore the Services as soon as is reasonably practicable.

Taken from here

[eaglei_uk]

OK, thanks for all your help. Is BT the same?

[Graham F]

Yes all are the same unless you are a business!!

[eaglei_uk]

Originally Posted by Scooby

Yes all are the same unless you are a business!!

I guess you have to pay more for a business line then?

[Graham F]

yes...not really sure what the prob is though if you reported the prob today and you have ntl coming out tomorrow morning!?!?

[eaglei_uk]

Originally Posted by Scooby

yes...not really sure what the prob is though if you reported the prob today and you have ntl coming out tomorrow morning!?!?

Yep that about sums it up. I'm not complaining (even though I really need my phone working today), I was just wondering what to expect from them, that's all really.

[Graham F]

To be honest for phone faults ntl do try and get out within 24 hours but there is nothing to say that in the t&c's

[eaglei_uk]

Unfortunately the fault has occurred at the most inconvenient time for me as I needed it for some urgent work (mobile calls too expensive). Also just before the fault, I placed an ad (showing faulty phone number) in a newspaper to advertise a sofa which I need to get rid of by Saturday - obviously this looks unlikely now! Is that's Sod's Law?