Faults is now on 150 (previously PETITION against ntls 0845 CS number) - Page 4

Okonski · 10-09-2006, 13:37

As noted elsewhere - at least NTL have listened to reason. You can now (at least in my franchise area) now contact NTL Customer Services by dialling 150, faults are 151. Both numbers are free. The code is to work across all franchise areas from Octoiber.

Toto · 10-09-2006, 16:14

Quote:

Originally Posted by Okonski

As noted elsewhere - at least NTL have listened to reason. You can now (at least in my franchise area) now contact NTL Customer Services by dialling 150, faults are 151. Both numbers are free. The code is to work across all franchise areas from Octoiber.

Has ntl announced this?

Stephen · 10-09-2006, 16:29

Quote:

Originally Posted by Toto

Has ntl announced this?

I don't think they have announced it publicly yet. However I can confirm it is correct. The numbers will become the standard numbers for NTL and Telewest customers in all areas shortly.

royboxer · 10-09-2006, 17:31

At least that shows they listening but what if your phone isnt working.... I need an 01 02 07 number so that I can phone for free. 0870 and 0800 costs a fortune from mobiles and what else can you use if your phone line aint working.... Email option would be good

Toto · 10-09-2006, 17:46

Quote:

Originally Posted by DarthYoda

I don't think they have announced it publicly yet. However I can confirm it is correct. The numbers will become the standard numbers for NTL and Telewest customers in all areas shortly.

Well that is good news then

Okonski · 10-09-2006, 18:15

Quote:

Originally Posted by Toto

Has ntl announced this?

Yes, in a letter to customers from Steve Stewart, Managing Director of NTL Customer Care. If you've not got yours yet, it's probably coming - they've sent the mailing via TNT, not Royal Mail. Why not try dialling it?

---------- Post added at 19:12 ---------- Previous post was at 19:08 ----------

Quote:

Originally Posted by royboxer

I need an 01 02 07 number so that I can phone for free. 0870 and 0800 costs a fortune from mobiles and what else can you use if your phone line aint working.... Email option would be good

Providing you're not in the Celtic franchise areas, the number given by www.saynoto0870.com works fine.

---------- Post added at 19:15 ---------- Previous post was at 19:12 ----------

Quote:

Originally Posted by DarthYoda

I don't think they have announced it publicly yet. However I can confirm it is correct. The numbers will become the standard numbers for NTL and Telewest customers in all areas shortly.

Well, it's as public as a customer mailing. The target date is 02/10/06 but it aleady works in many areas. It's good news, but would be made better that they admitted they got it wrong originally, than try to sweep it under the carpet as a PS in a letter about other changes not taking place until next year. They do seem to think we're all a bit dim....

SnoopZ · 10-09-2006, 19:01

Just tested 150 and can confirm it's working for me in Cambridge CB4.

sollp · 10-09-2006, 20:10

Okonski,

Does it really matter as long as they have reverted back to a free phone. I'm sure it's got nothing to do with thinking, "were a bit dim", more like it was a case of trying to raise money, save money to give a better service, lets hope now that a better customer service can be put into place without the extra revenue from an 0845 number?

totalwar · 10-09-2006, 20:56

Thanks for the info m8 great news works in the South London area.

Okonski · 11-09-2006, 08:05

Quote:

Originally Posted by sollp

Okonski,

Does it really matter as long as they have reverted back to a free phone. I'm sure it's got nothing to do with thinking, "were a bit dim", more like it was a case of trying to raise money, save money to give a better service, lets hope now that a better customer service can be put into place without the extra revenue from an 0845 number?

Wait wait! The excuse given to me when I complained was 'Sky charge at National rate, We're only charging local rates'. When I pointed out that BT was still free with their 0800 and 150 codes, the stock responses ended. Since this was put forward as a legitimate reply, the ntl clearly thought we were too stupid to know or care. As for trying to save money, do remember they are a telco, and any shortcodes they provided were handled wholly within their own network, and effectively 'free'. When they ended the short codes to promote their 0800 number I queried this because of the need to dial 7 additional digits for the same service, and the fact mobile users and cross network callers would cost them dearly - especially when compared with their free oin-net calls previously.

As for them using the call revenue to pay for the CS system, that would be bound to fail and represented sqewed logic. It is the monthly fees that are supposed to pay for service provision, repairs and keeping the customer happy. If they mess up, their profits will dip, if they don't it won't. What you appear to advocate is that CS should be a seperate profit centre and customers should contribute to it - as NTL found out, that caused more grief than it was worth, as I made sure the 4+ hours I spent on the phone to CD and faults were repaid in service credits.

Now, all we have to do is ensure BB faults (not support) are also free, and I'll feel NTL have finally treated their customers with RESPECT!

lostandconfused · 11-09-2006, 21:00

Quote:

Originally Posted by Okonski

Wait wait! The excuse given to me when I complained was 'Sky charge at National rate, We're only charging local rates'. When I pointed out that BT was still free with their 0800 and 150 codes, the stock responses ended. Since this was put forward as a legitimate reply, the ntl clearly thought we were too stupid to know or care. As for trying to save money, do remember they are a telco, and any shortcodes they provided were handled wholly within their own network, and effectively 'free'. When they ended the short codes to promote their 0800 number I queried this because of the need to dial 7 additional digits for the same service, and the fact mobile users and cross network callers would cost them dearly - especially when compared with their free oin-net calls previously.

As for them using the call revenue to pay for the CS system, that would be bound to fail and represented sqewed logic. It is the monthly fees that are supposed to pay for service provision, repairs and keeping the customer happy. If they mess up, their profits will dip, if they don't it won't. What you appear to advocate is that CS should be a seperate profit centre and customers should contribute to it - as NTL found out, that caused more grief than it was worth, as I made sure the 4+ hours I spent on the phone to CD and faults were repaid in service credits.

Now, all we have to do is ensure BB faults (not support) are also free, and I'll feel NTL have finally treated their customers with RESPECT!

why do they need an excuse?
they are there to make money and there are targets of how much profit needs to be made each year. now they can put up the price of packages by a couple of pence or charge for the call but either way your going to be paying for it.

you can say "well sky and BT have a freephone number" my answer to that would be, go to sky and BT then.

with the broadband it is generally support. the cable broadband is generally very reliable and most problems come through PC problems not a problem with the supply. I dont think there are many Broadband suppliers that will give you a free support line, in my experience they are mostly 09 numbers.

Okonski · 12-09-2006, 07:45

Quote:

Originally Posted by lostandconfused

why do they need an excuse?.

Because if they are doing something their competitors aren't they're going to regret it. You seem to forget NTL have a finite number of customers, they cannot provide cable to customers that don't live in cabled streets. Once that original captive customer has departed, it is very difficult if not impossible to get them back, especially if said customer felt he was being ripped off. Sky OTOH don't have these constraints, they don't look at a finite number of subscribers and wonder what % of it they'll get.

I'm a firm advocate of the benefits of cable, however if the operator does not play fair and tires to milk the customer at every turn with spurious methods of extracting every penny they can with financial fines and charging to make contact, they'll be on a slippery slope to oblivion.

Derek · 12-09-2006, 17:22

Can you get through to Broadband faults on the 0800 number or does that still tell you to call the chargeable number?

Okonski · 12-09-2006, 18:14

Quote:

Originally Posted by jonifen

http://www.saynoto0870.com
I found a geographical number there, took me straight through to CS

That number doesn't work for NTL Celtic region customers. They will put you through, but you have to go back in to a fresh call queue....

---------- Post added at 19:14 ---------- Previous post was at 19:13 ----------

Quote:

Originally Posted by dezzo

Can you get through to Broadband faults on the 0800 number or does that still tell you to call the chargeable number?

Nope - only TV/Phone faults are dealt with on the 151 service.

nutellajunkie · 14-09-2006, 09:59

Quote:

Originally Posted by Chrysalis

the only effective petition will be cancelling I am afraid and it will take masses so ntl take notice. If the new singups outdo the cancellations it wont matter.

You were saying?

Thanks to all you had signed it, and yes I did send the petition away. Its good to see how many signed up.

I know it wasnt just my petition that ended the 0845, but it sure bloody helped!

Thank you all!

PS, I was wondering when 150 and 151 would be back