No Sunday faults helpline?

aranj · 15-11-2004, 10:52

Seems that the faults line was merged with the stardard helpline, and that is no longer open on Sundays.

I was without any service at all (phone, TV, broadband) from about 08:00 until 14:00 on Sunday. Presumably dealt with after I left a message on the faults department answerphone.

Faults department answerphone. Good grief.

15-11-2004, 10:55

There is a BB faults service thats open on a Sunday

aranj · 15-11-2004, 11:07

Couldn't obtain the broadband faults service phone number as I had no broadband... (!)

andrew_wallasey · 15-11-2004, 12:43

I got one with my welcome pack if I remember.

tomjleeds · 15-11-2004, 23:28

I was also without any service for part of Sunday. On attempting to contact NTL (using their free phone number which ended up costing me due to having to use a mobile as I had no phone line, and after enduring endless attempts to get me to visit the website with my non-existent connection), I was met with the 'This department is closed, our opening hours are...' message in all departments, but offered an emergency voicemailbox for phone support, which was full and redirected me into an endless loop.

I wasn't best pleased after that.

zaax · 16-11-2004, 14:59

Ask them for a refund of your phone call costs

steven_azari · 17-11-2004, 18:44

We haven't been open on a sunday for ages... where did you get the number from?

what was the problem in the end? I know that we arent allowed to credit the customer if its a fault caused by them, but when is it caused by the customer?

I like BT's phone system - where if there's a que - they call you back. we wouldnt get so many angry customers that say "I've been waiting 19999999 hours for you! RAR!"

aranj · 17-11-2004, 20:06

Quote:

Originally Posted by steven_azari

what was the problem in the end? I know that we arent allowed to credit the customer if its a fault caused by them, but when is it caused by the customer?

No idea.
I assume my voicemail was picked up and that the fault was fixed. Nobody got in touch to say what the problem was.

How could the customer cause an outage of phone, tv and broadband? No, don't answer that - they'll all be doing it!

steven_azari · 18-11-2004, 18:12

lol you wouldnt believe the excuses we get! lmao!

I have had customers asking for refunds because their cable modem blew up because they forced a 3 pin plug into a faulty 2 pin wall socket. (dont ask me how they managed that).

I've had 1 customer breaking a set top box on the phone to me on purpose.

my reply: "er... do you want me to leave a note for the person comming to pick that up?"

18-11-2004, 18:16

Quote:

Originally Posted by aranj

Couldn't obtain the broadband faults service phone number as I had no broadband... (!)

That's why I keep a dial up modem installed even though I don't use it!

steven_azari · 18-11-2004, 18:26

doesnt that cost a monthly charge of 12.99?

or are you using a pay as you go scheme?

DrAwesome · 18-11-2004, 18:36

Thats bad no emergancy fault cover for Sunday, You'd think with NTL's ever growing customer base they would have cover, I guess they will be no cover for Xmas & New Year weekend ?

steven_azari · 18-11-2004, 18:55

alot of companies arent open on sunday, all the staff would love NTL to be open sunday again, but at the moment, after the telewest deal, they havent been able to afford it.

they will go back to this, but after a financial strain after a shopping spree, they cant afford this.

I believe sundays will be open again, but not for a while yet.

besides, I personally think there are more important areas to be looked at before the sunday service, such as extending the opening hours of their disconnections department

carlingman · 19-11-2004, 00:17

Quote:

Originally Posted by steven_azari

snip alot of companies arent open on sunday, all the staff would love NTL to be open sunday again, but at the moment, after the telewest deal, they havent been able to afford it.

Are you sure you work for them as the complete communications company have obviously not briefed their staff again.

what are you trying to say then -

1. We have all been in a time warp and they lost money by buying telewest.

2. They have lost money by following the lamb to the slaughter by mimicking telewests upgrade speeds and prices

surely not.

Marge · 19-11-2004, 00:20

Quote:

Originally Posted by carlingman

Are you sure you work for them as the complete communications company have obviously not briefed their staff again.

what are you trying to say then -

1. We have all been in a time warp and they lost money by buying telewest.

2. They have lost money by following the lamb to the slaughter by mimicking telewests upgrade speeds and prices

surely not.

whats been going on since i left work at 8.15