Phone line problem.. Have to wait 4 days for even a diagnosis ?!?!?!

darkone338 · 28-02-2005, 20:07

Hi,

I dont usually post here, to be honest, Ive never had too much of a problem in the 3 years of being an NTL customer, but today, things went a little sour.

My home phone line appears to have developed a fault. Ive tried 3 different handsets and all have no line (not even a hollow silence) when the phone is picked up.

I called NTL support this evening and due to the fact that I work during the day, I have to wait until Friday Night (4 days!) before an engineer can come to even make a diagnosis, let alone fix the problem.

Am I wrong to assume that this is a rather long time to have to wait with no phoneline ?

In my day to day dealings with BT at work, I dont think Ive ever had to wait as long for at least an "its nothing outside your building Sir" call.

Any expericences / suggestions welcome and thanks in advance.

injuneer · 28-02-2005, 20:55

Yes it does seem a long time to wait for a diagnosis. The difference with BT is that they can test your line from the exchange and make an educated guess as to where the problem lies without even dispatching an engineer. There is no such facility on (most ) cable co lines so an engineer visit is usually required, trouble is they keep getting rid of the engineers !

Derek · 28-02-2005, 21:20

You can (or at least used to be able to) diagnose some problems remotely.

paulyoung666 · 28-02-2005, 21:32

dont take this the wrong way ......... , but if ntl need to be in your property to diagnose a fault then it is hardly there fault that you cannot be at your property say tomorrow when they may well be able to send an engineer round to you , in my experience ntl have always been quick and efficient at sorting telco problems out

darkone338 · 28-02-2005, 22:03

Wednesday morning was the only daytime slot available. My grievence is that I work paid by the hour. 4 Hours waiting for an engineer (who may turn up at the very end of that 4 hours and spend another hour or two fixing the problem), causes me to lose out on money I can not afford to lose. Its not like you flat salary guys for all of us you know.. :P

Surely an engineer can take a look at all of the stuff outside of my property and check that its not a problem there, without needing access. I've not got anything fancy inside. I dont even have an extension socket. a box on the wall is all I have.

With respect, I can check a socket is wired correctly myself. A simple cable tester attached to the other end of it would show any problems to an engineer, from outside my property.

paulyoung666 · 28-02-2005, 22:25

Quote:

Originally Posted by darkone338

Wednesday morning was the only daytime slot available. My grievence is that I work paid by the hour. 4 Hours waiting for an engineer (who may turn up at the very end of that 4 hours and spend another hour or two fixing the problem), causes me to lose out on money I can not afford to lose. Its not like you flat salary guys for all of us you know.. :P

Surely an engineer can take a look at all of the stuff outside of my property and check that its not a problem there, without needing access. I've not got anything fancy inside. I dont even have an extension socket. a box on the wall is all I have.

With respect, I can check a socket is wired correctly myself. A simple cable tester attached to the other end of it would show any problems to an engineer, from outside my property.

point taken , i am not on a flat salary either

, if ntl cannot sort it without being in your property then it is not there problem that you cannot be at home when they are available to come round , if you feel so let let down then why not go to bt and stop complaining about ntl when they are not at your beck and call , vote with your wallet

hoggyspuds · 28-02-2005, 22:35

Quote:

Originally Posted by paulyoung666

dont take this the wrong way ......... , but if ntl need to be in your property to diagnose a fault then it is hardly there fault that you cannot be at your property say tomorrow when they may well be able to send an engineer round to you , in my experience ntl have always been quick and efficient at sorting telco problems out

Agreed.My dad's digi tv box went down last week at 1pm. He did the usual, turn it of at the wall, wipe the card etc. rang them back at 6pm to say it didn't fix it. result? engineer at the door, 7.30pm. New box in hand, problem sorted. I have been with ntl for over 7 years without any probs. (apart from the e-mail issuses)...don't knock them too hard!!

darkone338 · 28-02-2005, 22:42

<sarcasm>nice to have a friendly attitude.... feels most welcoming.. </sarcasm>

My point being, in this day and age, having a customer at home, can and should be the last resort, without costing me time and money.

I'm sorry you took my posting as a bitching scathe at NTL, it wasn't.. I'm just amazed that NTL cant at least narrow this issue down without my being there.

I'm glad my experience of using this site was so nice... As you said.. I'll vote with my feet and be done here....

Feel free to delete anyone...

**Paul** · 28-02-2005, 22:46

Just a minute - they offered you a slot on wednesday and you refused it ? - so it's actually your fault you are now waiting 4 days, not ntl's.

darkone338 · 28-02-2005, 23:13

Forget it... you all seem to have a single mindedness that I'm trying to slate NTL.

Wednesday was not even mentioned until after I complained about waiting 4 days. It just so happens thats probably the one day this week where I cant be available. It wasn't that i "turned it down" or "refused" it, I simply cant be available. This shouldn't stop an engineer investigating all external points of failure tho. I'd be inclined to bet, that its not the socket on my wall.

I only posted here to see if anyone knew if this situation was common to NTL as Ive not experienced it with BT. (and before you start with your "go back to BT" stuff again, I'm happy 99% with NTL and dont want to. I was just asking if i was given the right advice by CS that was all)

So, to reitterate to those of you who seem to think that everyone here bitches about NTL.. I'M NOT.. I'M JUST ENQUIRING!

danielf · 28-02-2005, 23:25

Quote:

Originally Posted by darkone338

Forget it... you all seem to have a single mindedness that I'm trying to slate NTL.

Wednesday was not even mentioned until after I complained about waiting 4 days. It just so happens thats probably the one day this week where I cant be available. It wasn't that i "turned it down" or "refused" it, I simply cant be available. This shouldn't stop an engineer investigating all external points of failure tho. I'd be inclined to bet, that its not the socket on my wall.

I only posted here to see if anyone knew if this situation was common to NTL as Ive not experienced it with BT. (and before you start with your "go back to BT" stuff again, I'm happy 99% with NTL and dont want to. I was just asking if i was given the right advice by CS that was all)

So, to reitterate to those of you who seem to think that everyone here bitches about NTL.. I'M NOT.. I'M JUST ENQUIRING!

I don't think you're slating NTL, but in all fairness, if you call on Monday night, and they offer you Wednesday morning for an engineer visit, and that's not convenient for you, I don't think Friday as a second option is very bad considering it's an evening visit.

hairy_mick · 28-02-2005, 23:26

customer does not have to be in i would check at the mux then the sub dp most faults can be jumpers pulled easy to resolve go to house dial off mobile hear phone ring note through letter box job sorted.

**Paul** · 28-02-2005, 23:32

Quote:

So, to reitterate to those of you who seem to think that everyone here bitches about NTL.. I'M NOT.. I'M JUST ENQUIRING!

Fair enough, my apologies if I have mis-understood your intentions - but I think perhaps you chould have been more careful with your choice of title - ending it with a whole bunch of exclamation and question marks gave me the impression that you were complaining rather than just enquiring.

injuneer · 01-03-2005, 08:12

Quote:

Originally Posted by dezzo

You can (or at least used to be able to) diagnose some problems remotely.

All you can really do remotely is status the line equipment at the exchange. It will either be idle or busy or parked (depending on type of switch). A permanently busy or parked line might indicate a line or mux fault but that's as far as diagnostics go. After working in BT for many years the lack of a line test facility was one of the things that struck me as odd and a bit backward in the cable industry. Line test equipment could be provided if every cabinet had a test head, but of course this would be too expensive. Much easier to dispatch an engineer. As Hairy_Mick said, an engineer would be able to check most things out without the need to go in the customers premises.

SLM · 02-03-2005, 20:06

I am not having ago but

darkone338 you have changed your story several times during this thread, if you think that ntl should come to your home and test your line out when you are at work then find out it is a fault within your home they then have to come back when you are in to fix it, bearing in mind on average a ball park figure ntl put on a call out is ÃƒÆ’Ã†â€™ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£50 and having to do this twice all I can see in the future is our package prices increasing to compensate for people like you who think everyone should be at there beck and call.

Yes ntl should fix the fault within a couple of days but please do not come here crying when in fact it is down to you for the delay.