Poor Poor Service

Nick__allen · 24-11-2005, 08:52

Troubleshooting carried out
The cable modem shares the same cable as the TV and the TV works fine, there is a splitter box (installed by NTL). I have a second BB (previous installation) point upstairs and have plugged the modem in to that but it still does not display the cable light. I do have linksys wireless router in between pcs and the cable and that is working fine getting correct IP and wireless printing working etc.. just no internet. have not tried to ping the cable modem or any other tests but when the cable from the router is plugged into the modem the PC light lights and the data light flashes intermittantley. I ahve also tried re seating all the cables swoppng for other cables, still no cable light on modem, have tried to bypass the splitter box plug straight into wall.

I have had a fault with my BB now since thursday 17th, I rang the helpdesk, on the friday morning they said there was fault in there area NG2, try again in the evening I did so still no cable light on the modem. rang back spoke to helpdesk ask for mac address ran thriught some tests said they would send an engineer. I arranged with the helpdesk left my mobile number for the to call me when engineer on his way and I would meet him, other wise i would come home early from work on monday afternoon.

Leave work early get home card though the door engineer called at 12:15...

Ring back arrange for an engineer to call on wednesday PM I will be home again early but if engieer calls when he is on his way i can meet him. I wait in wedneday afternoon no one comes.

This is getting annoying, Ring helpdesk wedneday 6pm explain whats happend they say there is a fault on their system call back in 1 hour, I do get told there is a fault call back in two hours.

call this morning ask if i can have engineer today after 5pm was told cant do that, I ring the number wait to speak to a customer service rather than BB help get told sorry please call BB helpdesk, ring heldesk ther is now a queue of 60 callers...

am I being unreasonable, or should i take my business elsewhere....

Nick__allen · 24-11-2005, 09:31

Go t through to BB helpdesk, ask if I could book an engineer for saturday morning, I was told there is a fault in your area, and we cannot book an engineer untill it is fixed.... please call back after 5pm which was the estimated time for fix.

what

Arrggghhhhhhh

quadplay · 24-11-2005, 09:54

Hi Nick, and

to CF.

Can I ask what area you are in?

Nick__allen · 24-11-2005, 10:18

I am In the Nottingham area witha post code of NG2 5LW, I just rang the helpdesk again to ask if there was a fault in my area and was told this time that "Planned maintenace" is taking place...

Nemesis · 24-11-2005, 10:21

http://www.ntl-isp.ntl.com/ServiceSt...px?FaultID=460

quadplay · 24-11-2005, 10:21

There is planned maintenance in NG2 today, but it won't have been causing your issues for the last few days, and might not even be on your cabinet. Unfortunately, this isn't information that's easily available to Technical Support.

If you'd like to PM me your account number, name and address I'll see what I can find out for you. One of the team can confirm I'm an ntl associate.

Nemesis · 24-11-2005, 10:22

confirmed

quadplay · 24-11-2005, 10:22

Quote:

Originally Posted by Simon M

http://www.ntl-isp.ntl.com/ServiceSt...px?FaultID=460

All those planned works are Midnight-6am, Simon...

Nick__allen · 24-11-2005, 10:38

Quote:

Originally Posted by jimbo

There is planned maintenance in NG2 today, but it won't have been causing your issues for the last few days, and might not even be on your cabinet. Unfortunately, this isn't information that's easily available to Technical Support.

If you'd like to PM me your account number, name and address I'll see what I can find out for you. One of the team can confirm I'm an ntl associate.

have pmd you my details

Nick__allen · 24-11-2005, 11:04

Many Thanks to Jimbo who has helped to resolve my situation.

quadplay · 24-11-2005, 11:04

Engineer rebooked for Saturday PM. Fingers crossed this time!

Nedkelly · 24-11-2005, 12:13

The engineer should call you to tell you he is on the way

Thats if he has the right info given to him .Hope you get it sorted

Nick__allen · 28-11-2005, 14:30

Just to finish off this thread, very polite engineer arrived Satruday 12:15 quickly diagnosed my Modem was broke and replaced it. all done in in under 10 minutes....

Many thanks once again.

quadplay · 28-11-2005, 14:33

Glad to know it's sorted.