Odd ntl telephone problem

Church Mouse · 24-01-2005, 12:43

Hello all

My friend had ntl telephone and broadband installed before Christmas.

No problem with the broadband.

Telephone - Problems

The BT number that my friend had was transferred to her ntl account about two weeks ago.
Since then, I cannot contact her via my landline ntl phone, neither can two other friends, who are in the same area and also with ntl phones.
We do get the ringing tone but it does not ring at her end.
I can contact her on my mobile and she can be contacted via BT phones.
ntl have contacted her via an ntl phone.

I have contacted ntl twice and my line has been checked and found to be ok.
My friends line has also been checked and no problems found.

When I last phoned ntl, today, I was told to try the line again in twelve hours and if there was still no connection to ring ntl again, but this is now the second time that I have rang, and my friend that I cannot connect with has rang ntl on numerous occasions.

I and my other friends, who cannot contact her, are becoming increasingly frustrated because it is very expensive to have to contact her via a mobile telephone when we are all paying for an ntl service.

Has anyone any advice, constructive please.

Thank you

Church Mouse

monkey2468 · 24-01-2005, 13:38

if you can recieve calls from BT lines, then the number hasn't been ported correctly. call NTL and they will check with BT.

It is likely that BT havn't released the number...

hairy_mick · 24-01-2005, 13:55

Its a sad fact that you cant port the number on the day of install does any ntl employee on this forum care to comment on this as in the past you could can you imagine how stupid you look when telling customers your phone will be on in a couple of days whats the crack with this set up and will it improve if you provide a service to a customer you expect it to work and you should not have to do the chasing to get it sorted.

monkey2468 · 24-01-2005, 14:05

i think its upto BT when they release the number and vice versa.
I think, they won't release it until the BT bill has been paid and the account closed

SMHarman · 24-01-2005, 14:31

Quote:

Originally Posted by monkey2468

if you can recieve calls from BT lines, then the number hasn't been ported correctly. call NTL and they will check with BT.

It is likely that BT havn't released the number...

So the ringing phone you hear is her old BT phone socket. Tell her to plug a phone into that socket and see what happens when you call.

Church Mouse · 24-01-2005, 16:23

Quote:

Originally Posted by SMHarman

So the ringing phone you hear is her old BT phone socket. Tell her to plug a phone into that socket and see what happens when you call.

Hello,

ntl informed my friend that they had taken over her BT socket and phone no. and that they had ported over her phone no. on 20th January, other people are able to contact her it just seems to be local ntl phones. Of course, I only know of three others on ntl locally, and they cannot contact her either.

I think she is checking if her BT account has been closed.

Thanks

Church Mouse

Halcyon · 24-01-2005, 16:39

If you are getting no ringing at all from the NTL socket, it is possible that a wire has not been connected inside the little white box where you plug your phone into on the wall and that this just needs wiring for it to go through. An NTL engineer could do this easily as its the main cable that comes into your house and then arrives at your box where you connect your phone.
I had this problem ages ago when I had NTL installed and it was sorted out quickly.

Nedkelly · 24-01-2005, 17:05

Hope i can help .First of all you should have a NTL and a BT master socket these are bigger than the ext sockets in most cases.If not the installer has not followed the working practice,ie when having NTL installed you should leave the BT master wired uo to the BT line .put a phone in the BT socket and ring the no.if it rings in the bt socket it has not been ported over properley .You should have a dial tone on your ntl line ring a mobile and check the no.if this is not your no. than you have been given a temp no. until Bt port the no.What happens is Ntl say yes we can do it but sometimes Bt want a couple of days notice to do this and thats why you get a delay

hairy_mick · 24-01-2005, 17:19

This is what i mean if you cant get the service up and running on the day then why bother same goes for the tv and modem how many people
have to make a call because the service is not working. This is were ntl are losing out and its a shame but there you are its the numbers not the quality that counts.

Keytops · 24-01-2005, 18:16

When we moved our phone back to BT from NTL (with a massive cost saving in calls to boot), the engineer that came to check the BT line said they had to ensure the line was working before NTL released the line, and then had to ensure that the phone number had been correctly transfered over - bascialy before he was allowed to go home... Something to do with emergency use....

What a shame NTL don't seem to follow the same rules.

Church Mouse · 28-01-2005, 18:10

Hello again,

To date ntl still have not resolved this problem.

My friend can be contacted by any phone except those in our area who are on ntl phone lines.

All ntl keep saying is that they will look into the problem and to try the phone again in twelve hours!! Meanwhile, it is costing us a bomb to contact her on our mobiles.

ntl will not discuss it with the customers who cannot contact my friend, they just keep saying that my friend must contact them, which she is doing every day, sometimes twice daily.

It is really frustrating for her and for us, we need to contact her frequently as we all work together in the community.

Church Mouse.

Acropolis · 08-02-2005, 18:55

ok here we go,

is there dial tone on the NTL line? this can be checked by plugging a phone into the NTL socket and listening for a dialing tone. If so, what is the phone number it is connected to? you can get this either by dialing 173 from the handset or ringing a mobile and seeing what number comes up on the screen.

Is there dial tone on the BT line? check as above, if so what number is on this line? ring a mobile to get this as 173 doesn't work from bt lines.

if the phone number your friend wants to keep is still on the bt line and NOT on the NTL line, then the number port has not gone accross correctly. If the number has been ported accross correctly then there ar several things that this could be, none of which you can really check yourself and would need a visit from a service tech.

What normally happens is this, NTL phone line is installed and connected, and assigned a "dummy" number which can be used to make adn recieve incoming and outgoing calls. Once the NTL install has been completed the customer needs to ring cs and ask for the number port to go ahead. NTL will then speak to BT and ask for the number to be realeased. This normally happens within 20 minutes or so, but can take a few hours to go through and can be prone to problems, remember the problem may not be down to NTL it may well be BT at fault.

Try plugging a phone into both sockets and ringing the number and see which ones rings, it may be cross jumpered or something similar at the DSA, there are a few things it could be, but i would start by checking which phone line the number you want to keep is on.