ntl phone service

[ian@huth]

Originally Posted by eaglei_uk

Unfortunately the fault has occurred at the most inconvenient time for me as I needed it for some urgent work (mobile calls too expensive). Also just before the fault, I placed an ad (showing faulty phone number) in a newspaper to advertise a sofa which I need to get rid of by Saturday - obviously this looks unlikely now! Is that's Sod's Law?

If it was BT they would arrange to divert calls on the faulty number to your mobile until the fault was rectified. Don't know if NTL will do the same.

[Graham F]

nope they don't i'm afraid

[eaglei_uk]

Originally Posted by Scooby

nope they don't i'm afraid

Not very helpful are they?

[Graham F]

Originally Posted by eaglei_uk

Not very helpful are they?

swings in roundabouts really.....

[carlingman]

Originally Posted by Mick

Welcome to the site eaglei_uk,

I do not think any company can guarantee when a fault can be resolved by in a certain time. They can say when they 'expect' a fault to be done by, but unplanned things can happen that can delay a resolution. But hopefully tomorrow, the engineer may fix the problem there and then.

Not so much of guarantee but at least BT go someway to offering a promise.

See here

Originally Posted by eaglei_uk

OK, thanks for all your help. Is BT the same?

Again more of promise than an ultimate guarantee though from BT see here

[eaglei_uk]

Originally Posted by carlingman

Not so much of guarantee but at least BT go someway to offering a promise.

I've never been a fan of BT but in this case they're streets ahead of NTL.

[Saneboy13]

Originally Posted by eaglei_uk

Does anyone know what NTL's contract stipulates for repair times on telephone lines? I cannot find anything on this so far. I just need to know so I know when I can expect them to fix my dead phone line.

Hi There,

There are specific guide lines set out as far as restoration of a faulty phone line goes. These are times told to OFCOM by NTL themselves, not ones set out by OFCOM.

I am sorry, but I can not go in to too much detail on here, but I can assure you that it is a very small window in regards to timings.

As for BT, yes I agree that thier "forwarding" of your home number to your mobile phone line is good, the point that they do not tell you is that the person calling you picks up an extra charge for the redirected call, and they get mobile call rates applied.

The NTL turn around time for fixing a fault is by far and away better than BT's. I have known of cases of a BT customer, and an NTL customer having loss of service in the same street (next door as it goes). BT had not responded to a fault booked 5 days previous, and we rolled up the next day.

There will be glitches and anomalies to this, but as I say NTL's actually told OFCOM a time scale of line restoration off their own backs, this was not stipulated to them by the governing body.

[Graham F]

Originally Posted by Saneboy13

Hi There,

There are specific guide lines set out as far as restoration of a faulty phone line goes. These are times told to OFCOM by NTL themselves, not ones set out by OFCOM.

I am sorry, but I can not go in to too much detail on here, but I can assure you that it is a very small window in regards to timings.

There will be glitches and anomalies to this, but as I say NTL's actually told OFCOM a time scale of line restoration off their own backs, this was not stipulated to them by the governing body.

If ntl have told ofcom of these guidelines why can't you tell us on here and why can't i find anything abt them on ofcom's site?

[Saneboy13]

Originally Posted by Scooby

If ntl have told ofcom of these guidelines why can't you tell us on here and why can't i find anything abt them on ofcom's site?

As it is commercially sensitive information and I donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t wish to divulge that here. I work for the company, and donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t wish any sort of kick back against me for reporting it here I am sorry

[bob_builder]

Originally Posted by Saneboy13

As for BT, yes I agree that thier "forwarding" of your home number to your mobile phone line is good, the point that they do not tell you is that the person calling you picks up an extra charge for the redirected call, and they get mobile call rates applied.

Not true, there is no way BT can charge the caller of a landline number at a mobile rate the systems will not allow it. The only person they could charge extra is the person receiving the call but they waive this charge in light of the line fault. What BT may not tell you, however, is that if you do get your number redirected you waive your right to any compensation for lack of service.

[Graham F]

Originally Posted by Saneboy13

As it is commercially sensitive information and I donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t wish to divulge that here. I work for the company, and donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t wish any sort of kick back against me for reporting it here I am sorry

I worked for the company for 3 years and have never heard of anything like this. and how is a responce time commercially senesitive surely if ntl had one they would want people to know abt it as other companies don't?!?

[Saneboy13]

Originally Posted by Scooby

I worked for the company for 3 years and have never heard of anything like this. and how is a responce time commercially senesitive surely if ntl had one they would want people to know abt it as other companies don't?!?

If you worked for NTL for 3 years, then why don't you know about the SLA figures?