Digital TV woes

[walrus2106]

Sept last year †“ account disconnected, no warning, when phoning I was told it was because accounts were being transferred to a new system.

Oct asked for a second set-top box, I was told there was an IT error on the account, I asked when it would be fixed, given no timeframe.

Nov asked for a second set-top box, I was told there was an IT error on the account, I asked when it would be fixed, given no timeframe.

Dec asked for a second set-top box, I was told there was an IT error on the account, I asked when it would be fixed, given no timeframe.

Jan 2005 asked for a second set-top box, I was told there was an IT error on the account, I asked when it would be fixed, given no timeframe.

Mar 2005 finally got second box I was told it would have services within 24 hours, it didnâ₠¬Ã¢â€žÂ¢t, I told there was an IT error on the account, I asked when it would be fixed, given no timeframe.

Mar 2005 †“ Jun 2005 kept asking about service to second box, I kept being told itâ₠¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s an IT problem they will sort it out, I gave both set-top box serial numbers and both smartcard numbers told there was an IT error on the account, I asked when it would be fixed, given no timeframe.

26 Jul 05 lose all services, phone up to report fault, find out itâ₠¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s because of outstanding bill, but disconnected with no warning at all, told there was an IT error on the account, I asked when it would be fixed, given no timeframe.

27 Jul 05 pay bill, I was told services would be back later that day, it didnâ₠¬Ã¢â€žÂ¢t happen, phoned later that day, told there was an IT error on the account, I asked when it would be fixed, given no timeframe.

28 Jul 05 phones to report fault, keep getting put through to credit control, who tell me I need to report it to faults, keep trying, keep getting credit control, told there was an IT error on the account, I asked when it would be fixed, given no timeframe, I again gave both set-top box serial numbers and both smartcard numbers.

29 Jul 05 1000 hrs phone call was again routed through credit control they get me through to faults who book an appointment for this afternoon, engineer will call between 1200 and 1800 hrs, I get no engineer call.

29 Jul 05 1813 hrs phone faults again, put through to credit control who tell me I need to phone faults, I explain I did but got routed to them for some reason, they give me another number to call fault management centre.

29 Jul 1820 hrs phone on the new number I was given by credit control, a person in the Fault management Centre tells me the engineer call was cancelled because there was an IT error on my account, it was an IT problem not a fault, no timeframe given but he would escalate error to enable me to get services sorted out, said he would credit £30 to my account as that was the maximum he was allowed to do, he also stated he would email his team leader to ensure my account would receive some priority if possible for problem to be sorted. I again gave both set-top box serial numbers and both smartcard numbers, I was told services would be back on within 48 hours maximum. I was told this should have been escalated when I had complained earlier about loss of services.

By the time this had happened I had been waiting in home for 6 and a half hours for an engineers call, which was never going to happen, but nobody had bothered to inform me of this.

29 Jul 1930 hrs person from Fault Management Centre called back to ensure he had correct details for both set-top box serial numbers and both smartcard numbers, these were confirmed to him by my son.

31 Jul 1035 hrs Still no services, spoke to another person in Fault Management Centre who said that nothing has been escalated on my account, yet again I had to give details of both smartcards and boxes. I am amazed that at the flick of a switch you are able to disconnect my services, yet 5 days later you are still unable to provide me with a service and I am told it will take another 48 hours.

1 Aug 1208 hrs I spoke to Fault Management Centre spoke to a young lad, he escalated the call to his team leader I was then told you will definitely have service by 7pm this evening. I phoned again at 1925 hrs, spoke to another person, Iâ₠¬ÃƒÆ’¢â€žÂ¢m still getting no service, I asked if the previously mentioned team leader was available, she finished at 4pm says he, but itââ‚ ¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s been passed to our second tier (whatever that is), but I still have no service.

2 Aug 0910 hrs spoke to yet another person in Fault Management Centre because Iâ₠¬ÃƒÆ’¢â€žÂ¢m still getting no service, he would escalate it to his team leader, who was different from the first one because he couldââ‚ƚ¬Ã¢â€žÂ¢nt find the first team leader, He said she will definitely give you a callback within 4 hours, so I gave them my mobile number in case I was out at the time. At 1710 approximately I again called Fault Management Centre because I hadnââ‚ ¬Ã¢â€žÂ¢t had any calls from them, I was told this second team leader has finished for the day, Iâ₠¬ÃƒÆ’¢â€žÂ¢ll get a message through my team leader for the IT people who started to work on your fault at 1653 hrs to call you back, Iâ₠¬ÃƒÆ’¢â€žÂ¢m not holding much hope of having any service this evening.

Names of staff removed to protect the innocent

Just so people don't think ntl are bad, I've no axe to grind about service until now.
I've been a customer of theirs since the days of the Leicester Cable Company back in 1989 and this is my first major problem

[Angua]

to the site.

You have certainly had a chapter of disasters. I'm sure some bod will be along shortly with some advice meanwhile try this thread http://www.cableforum.co.uk/board/ntl.php to further air your woes.

[walrus2106]

The form you refer me to won't let me post my whole story, seems like there isn't enough space

[Angua]

Originally Posted by walrus2106

The form you refer me to won't let me post my whole story, seems like there isn't enough space

You could always refer them back to your original post here (they do lurk on this site from time to time).

[Tristan]

Originally Posted by walrus2106

Sept last year †“ account disconnected, no warning, when phoning I was told it was because accounts were being transferred to a new system.

Oct asked for a second set-top box, I was told there was an IT error on the account, I asked when it would be fixed, given no timeframe.

Nov asked for a second set-top box, I was told there was an IT error on the account, I asked when it would be fixed, given no timeframe.

Dec asked for a second set-top box, I was told there was an IT error on the account, I asked when it would be fixed, given no timeframe.

Jan 2005 asked for a second set-top box, I was told there was an IT error on the account, I asked when it would be fixed, given no timeframe.

Mar 2005 finally got second box I was told it would have services within 24 hours, it didnâ₠¬Ã¢â€žÂ¢t, I told there was an IT error on the account, I asked when it would be fixed, given no timeframe.

Mar 2005 †“ Jun 2005 kept asking about service to second box, I kept being told itâ₠¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s an IT problem they will sort it out, I gave both set-top box serial numbers and both smartcard numbers told there was an IT error on the account, I asked when it would be fixed, given no timeframe.

26 Jul 05 lose all services, phone up to report fault, find out itâ₠¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s because of outstanding bill, but disconnected with no warning at all, told there was an IT error on the account, I asked when it would be fixed, given no timeframe.

27 Jul 05 pay bill, I was told services would be back later that day, it didnâ₠¬Ã¢â€žÂ¢t happen, phoned later that day, told there was an IT error on the account, I asked when it would be fixed, given no timeframe.

28 Jul 05 phones to report fault, keep getting put through to credit control, who tell me I need to report it to faults, keep trying, keep getting credit control, told there was an IT error on the account, I asked when it would be fixed, given no timeframe, I again gave both set-top box serial numbers and both smartcard numbers.

29 Jul 05 1000 hrs phone call was again routed through credit control they get me through to faults who book an appointment for this afternoon, engineer will call between 1200 and 1800 hrs, I get no engineer call.

29 Jul 05 1813 hrs phone faults again, put through to credit control who tell me I need to phone faults, I explain I did but got routed to them for some reason, they give me another number to call fault management centre.

29 Jul 1820 hrs phone on the new number I was given by credit control, a person in the Fault management Centre tells me the engineer call was cancelled because there was an IT error on my account, it was an IT problem not a fault, no timeframe given but he would escalate error to enable me to get services sorted out, said he would credit £30 to my account as that was the maximum he was allowed to do, he also stated he would email his team leader to ensure my account would receive some priority if possible for problem to be sorted. I again gave both set-top box serial numbers and both smartcard numbers, I was told services would be back on within 48 hours maximum. I was told this should have been escalated when I had complained earlier about loss of services.

By the time this had happened I had been waiting in home for 6 and a half hours for an engineers call, which was never going to happen, but nobody had bothered to inform me of this.

29 Jul 1930 hrs person from Fault Management Centre called back to ensure he had correct details for both set-top box serial numbers and both smartcard numbers, these were confirmed to him by my son.

31 Jul 1035 hrs Still no services, spoke to another person in Fault Management Centre who said that nothing has been escalated on my account, yet again I had to give details of both smartcards and boxes. I am amazed that at the flick of a switch you are able to disconnect my services, yet 5 days later you are still unable to provide me with a service and I am told it will take another 48 hours.

1 Aug 1208 hrs I spoke to Fault Management Centre spoke to a young lad, he escalated the call to his team leader I was then told you will definitely have service by 7pm this evening. I phoned again at 1925 hrs, spoke to another person, Iâ₠¬ÃƒÆ’¢â€žÂ¢m still getting no service, I asked if the previously mentioned team leader was available, she finished at 4pm says he, but itââ‚ ¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s been passed to our second tier (whatever that is), but I still have no service.

2 Aug 0910 hrs spoke to yet another person in Fault Management Centre because Iâ₠¬ÃƒÆ’¢â€žÂ¢m still getting no service, he would escalate it to his team leader, who was different from the first one because he couldââ‚ƚ¬Ã¢â€žÂ¢nt find the first team leader, He said she will definitely give you a callback within 4 hours, so I gave them my mobile number in case I was out at the time. At 1710 approximately I again called Fault Management Centre because I hadnââ‚ ¬Ã¢â€žÂ¢t had any calls from them, I was told this second team leader has finished for the day, Iâ₠¬ÃƒÆ’¢â€žÂ¢ll get a message through my team leader for the IT people who started to work on your fault at 1653 hrs to call you back, Iâ₠¬ÃƒÆ’¢â€žÂ¢m not holding much hope of having any service this evening.

Names of staff removed to protect the innocent

Just so people don't think ntl are bad, I've no axe to grind about service until now.
I've been a customer of theirs since the days of the Leicester Cable Company back in 1989 and this is my first major problem

So apart from that, everything was all right?

[walrus2106]

On the 8th day, I got partial service back on my main downstairs STB

Got to call Fault management yet again

[walrus2106]

after a very rude awakening on Sat morning at 0745 hrs, with no notice of a call an engineer came I finally have service to both boxes, I'm fairly happy just miffed at the amount of time it took to happen.