Trying to report a fault

Pink · 08-12-2006, 11:57

I've just spent 20 minutes trying to report a fault with my phone (It's not ringing) but keep getting told "Oh dear, it looks like it's very busy, please try later" and then I'm cut off. What happened to being held in a cue?

NoKnowledge · 08-12-2006, 12:05

They cut you off when it's really busy and you will be wasting money being on hold

Pink · 08-12-2006, 12:45

Not when it's a free call - anyway I would rather i be my choice whether I would like to hold or not!

---------- Post added at 12:36 ---------- Previous post was at 12:24 ----------

I've finally managed to get through but I don't think the woman I'm talking to has any clue what she is doing.. It's taken her 10 minutes to confirm my account details - I've spent another 10 minutes on hold while she checks my account - oh and now she's booking me an engineer! This hold music is driving me crazy and my ear has gone numb!

---------- Post added at 12:45 ---------- Previous post was at 12:36 ----------

Well that was clever, I ended up at a recorded message telling me to leave my contact details and someone would call me back. Only one problem there.. my phone isn't ringing so how do I know when they're calling me back??

Stuart · 08-12-2006, 13:36

Could you have left a mobile number?

Pink · 08-12-2006, 13:43

I don't have a mobile phone atm

When I have an incoming call, my phone kind of beeps and then clicks so I'll have to hope that I hear it if they ring back.

lostandconfused · 08-12-2006, 15:02

the faults queue was massive yesterday and the day before, not sure why, but it will cut you off if the lines are maxed out ie there is no more room to put you on hold,
the reason it probably took her 10 minutes to get into your account, there is a new billing system most people have had very little training, some none, so unfortunatly you are going to have to be patient for the time being

Fingy · 08-12-2006, 21:17

It sounds like your phone has a ring trip. I am sure the agent asked you to do this but just incase.

Make sure you have unplugged all phones from any ntl extentions you have and removed any "home installed" extentions, this should leave you with just one phone in your master socket. See if you get a dial tone or incoming calls with this. If not, try a different, working and preferable corded, phone into the master socket and see if this works.

IIRC ring trips are usually caused by either a dodgy phone, dodgy extention or having too much REN on the line.

HTH

Fingy

jaycee · 09-12-2006, 01:38

This could also be a faulty master socket. The 3rd wire ring signal is generated in the master socket and if any parts in there are faulty, its possible to lose the ring tone. The rest of the line works because the other two wires (the "pair") are what carries the voice signal.