gotta love this

jkthorp · 24-08-2005, 12:00

Supposed to be getting a box swap for bb upgrade today, arranged a morning appointment told between 8 and 1 , so I've been waiting in all morning.

Rang ntl to check the guy was on his way, quite a helpful and pleasant operator, said that the engineers were behind due to sickness, but she would ring the contractors and get them to call me and let me know where he was.

A few minutes later, the contractor rings up saying the engineer couldn't find the house, and they asked me to ring the engineer on his mobile!

Just wanting to get it over and done with I agreed and rang the engineer, who says he'll be here at 2..... we'll see!

Good job i'm a patient soul

Will probably send in a complaint, see what the reply is!

punky · 24-08-2005, 12:01

Well, be fair, most of it isn't anyone's fault, and you can't accuse NTL of not trying to help fix the problem as smoothly as possible.

Paul K · 24-08-2005, 12:04

At least they put you in contact with the engingeer so that he could then locate you. If engineers are off sick and others are covering their areas you will have problems with people getting lost or not being able to find certain addresses. If the engineer no shows you can call him to find out why and if he can't give you a reasonalbe excuse for it you can complain to NTL and point out you were willing and able to give him directions to find you as you had already been in contact with him by phone. Odds are he will arrive since he knows you can call him lol

Chris W · 24-08-2005, 12:46

I think ntl dealt with this quite well, however, the only way this could be improved would be by ntl having rung you earlier saying that they had en engineer off sick, and therefore you visit might be later than expected...

jkthorp · 24-08-2005, 13:52

quite pleased now, guy arrived at 1:40, took him 5 mins to swap the box, 5 mins after he's gone TV back on, all channels, an hour later the broadband is working after a few reboots! and its 2mb according to zdnets speed test! woohoo!

samsung box is much neater than the pace, interactive seems far better after a little dabble.

luckily i could postpone what I should have been doing this afternoon!

could have easily done it myself though, didn't realise all he needed to do was literally swop the cables!

i'd go as far as to say well done ntl, would have been better without the wait, but well handled as has been said!

Chris W · 24-08-2005, 14:34

glad to hear you are all sorted