What has happened to Telewest'sCustomer Service ?

[kiwi_vtr]

Hello All,

Just wondering what has happened to Telewest's Customer Service ??, am I the only one that is having problems getting them to fix my stb ?.
I have had very intermittant broadband for approx 3 weeks and no tv at all for the same length of time, I was made to wait for 2 weeks before they sent an engineer out, he tried 3 stb's before finding one that worked and now after 3 days its failed and we have to wait until next wednesday before they can get an engineer back out to us.

This is just totally and utterly out of order......does anybody know what if anything I can do to light a fire under under these to55er5 backsides ??

Scott, Newbie and cfo

[Raistlin]

Hi kiwi,

to Cable Forum.

Unfortunately a lot of Cable Operators are well known for poor levels of Customer Service.

All I can suggest that you do at the moment is keep on at them, the delay in sorting out your STB is not acceptable (as I'm sure you already know). You could try asking them for compensation for the time that you have had problems.

Next time you call ask to speak to one of the supervisors, you may get more luck with them. The trick is to stay very calm and polite. Explain the problem, explain that you are not happy, and ask them what they are going to do about it.

Other than that I would guess you're pretty stuck.

Hopefully somebody else on here might have some experience with TW CS and be able to give you some more constructive advice.

In the mean time, sit back, kick off your shoes, relax, and enjoy your stay here

[kiwi_vtr]

umm are slippers and pink gin's okay ??

Originally Posted by Raistlin

Hi kiwi,

to Cable Forum.

Unfortunately a lot of Cable Operators are well known for poor levels of Customer Service.

All I can suggest that you do at the moment is keep on at them, the delay in sorting out your STB is not acceptable (as I'm sure you already know). You could try asking them for compensation for the time that you have had problems.

Next time you call ask to speak to one of the supervisors, you may get more luck with them. The trick is to stay very calm and polite. Explain the problem, explain that you are not happy, and ask them what they are going to do about it.

Other than that I would guess you're pretty stuck.

Hopefully somebody else on here might have some experience with TW CS and be able to give you some more constructive advice.

In the mean time, sit back, kick off your shoes, relax, and enjoy your stay here

[Raistlin]

Originally Posted by kiwi_vtr

umm are slippers and pink gin's okay ??

Hmmmm..... I suppose so..... Just as long as you promise not to wear the smoking jacket in public

[Angua]

If nothing else we are a fairly entertaining bunch.
Getting sorted out with TW

[andygrif]

Originally Posted by kiwi_vtr

Hello All,

Just wondering what has happened to Telewest's Customer Service ??, am I the only one that is having problems getting them to fix my stb ?.
I have had very intermittant broadband for approx 3 weeks and no tv at all for the same length of time, I was made to wait for 2 weeks before they sent an engineer out, he tried 3 stb's before finding one that worked and now after 3 days its failed and we have to wait until next wednesday before they can get an engineer back out to us.

This is just totally and utterly out of order......does anybody know what if anything I can do to light a fire under under these to55er5 backsides ??

Scott, Newbie and cfo

I was with United Artists (which became Telewest) about 10 years ago when I lived in Bristol. Their service was pretty poor back then.

Perhaps they are reducing the service levels for when ntl and TW merge so they can have a single standard.

[grumble]

Posting on the off chance... but your problem sounds similar to one I had about a month ago... intermittent broadband and tv - assuming your STB is also acting as your broadband connection? In my case the problem turned out to be intermittent loss of signal power and the tell-tale 'feature' was that the middle of the three status lights on the PACE STB was flashing or off whenever the services were failing? The engineer had to replace a length of cable outside the house and fit better connectors.... after I'd screamed down the phone on three separate occasions - count yourself 'lucky' if your problem is constant, trying to get anyone to come and look at an intermittent problem is a different category of challenge.

Good luck.