Network problems and Customer Services

[Stuart]

I lost my network connection on Friday. I put this down to the network upgrades which were scheduled for Bromley this week (I am in Bromley), and went to bed.


Then, on Saturday, about midday, the connection died again. I waited an hour for it to come back, and it didn't, so I called faults. Eventually (after the standard unplug your STB and reboot your computer, which I had already done), the operator booked an engineer. At about 6, the network connection came, but seeing as it had died twice in two days, and still seemed slow, I didnt cancel the call.

I took a half day to let the engineer in. In fairness, the engineer turned up promptly (the appointment was somewhere between 12 and 4, he turned up at 12:30). He said that it was a known area fault, and had been fixed.

Now, I have a comment to make. Surely, it would have been more efficient for the NTL engineers to have some sort of system to inform Customer Services of faults in an area (to save the Operator sending out Engineers unecessarily)? Saturday's problem in Bromley wasn't (and still isn't) mentioned on the Server Status page, and wasn't mentioned in the recording while I was on hold.

[Wicked_and_Crazy]

if it was on the server status page, i'd guess most wouldnt know where to look and some would have no other method to look at it.

More concerning is, on occasions, CS are not aware of local faults and the status of those faults

[Chrysalis]

Stuart I agree ntl seem to have communication issue's at the moment.

[Marge]

There is an internal webpage that does list all faults be them telephone, tv or broadband. customer services wouldn't have access to the page as they don't raise fault tickets, the faults/tsb person who logged the fault should have checked this page first, thats the golden rule, it saves wasted visits like stus