Phoneline dead

[Chris W]

Originally Posted by jayandfoo

Apparently, if any cables have been damaged, despite the fact that it wasn't me who damaged them, I will be liable to pay £25.00 call out charge and £25.00 maintenance charge.

That's nothing... someone was trying to tap into my BT line at an old address, BT charge by the hour for engineer call outs if it is not their fault- so i ended up with a bill for £135 + VAT. Took 8 weeks and numerous phone calls to sort out

[Acropolis]

Originally Posted by chocky909

I just had my completely dead (see post no.4) phoneline repaired after being out for 12 days - I think I deserve some money off for that especially as I am selfemployed and have potential customers ringing me. Do you think I should contact customer services or leave it to them to contact me?

I find the whole issue of compensation for service outtages extremely vague - I mean I get problems with my broadband every few days or so and occasionally the line is down for a few hours. This can be extremely disruptive when you rely on the internet and email. Is there a guide to what to expect in the way of compensation for lack of service?

NTL are not responsible for all of that though are they, as you said in your other post that is had been off for 2 days and you still hadnt rang them and you were reluctant to do so. So they can hardly be blamed for all the outage can they.

[Q-Target]

Originally Posted by Acropolis

NTL are not responsible for all of that though are they, as you said in your other post that is had been off for 2 days and you still hadnt rang them and you were reluctant to do so. So they can hardly be blamed for all the outage can they.

Hang on...are you saying that it's the fault of the customer for not reporting a problem that is the cause of the problem? I would have thought that the company providing the service should instead be responsible for providing a) a reliable service and b) a realistic means of reporting problems with the service. At no point should the onus be placed on the customer to sort these problems, otherwise what are they paying for?

[chocky909]

Originally Posted by Acropolis

NTL are not responsible for all of that though are they, as you said in your other post that is had been off for 2 days and you still hadnt rang them and you were reluctant to do so. So they can hardly be blamed for all the outage can they.

If you read my initial post again you will read that I had already contacted them via email at the time of that post. It had been two days at that time. Besides, my phone was off so how was I supposed to ring them? My main point was that spending maybe 20 minutes holding (which has happened to me plenty with NTL) would cost me alot on my mobile.

I think it is a standard industry practice to compensate customers for a break in service. I was just wondering if there was a standard way to claim. There aren't many companies out there that offer compensation without you asking for it first.