NTL - Not Available?

[ando]

Hi all, I am hoping I can get a little bit of information and advice.

We recently moved into a newly refurbished flat and were looking to transfer a previous NTL service over. There are NTL points inside that were presumably installed by the builders during renovation, so we assumed there would be no problem. We phoned NTL to try and organise the transfer, and someone phoned us back at a later date to say that it was not possible to get broadband at the flat and that we should "try another company".

Now the flat we live in is one of five built in a house. All the flats have NTL points and on the NTL postcode checker they recognise these flats. The external NTL access point for the house is literally just to the side of our front window and currently the cables from all of the internal points hang down past the external box (including ours), while about 2 cables are connected.

I realise that our flat has only been recently completed, is it just the case that NTL don't recognise the flat yet? So that when we rang up, a rep just checked the database, found it wasn't there and told us it was not available? To me it just seems that an engineer needs to come around and connect our cable to the external box. I am guessing it is not as simple as this though.

Could anyone please give me some information on this situation and advice on what to do?

Many Thanks!

Andy

[MovedGoalPosts]

to Cable Forum

Database errors are common place - properties listed that aren't in fact serviceable, and vice versa. You need to speak to sales and ask them if someone can do a site survey, explain that you aren't convinced the database is correct, since you can see other flats in the block appear to have a service.

Be aware however that in some cases there can be no extra local capacity to connect another property, so whilst a neighbour has cable, they physically cannot run another wire to your flat.

[Red Robin]

Hello

I hope Robs info has helped you.

If it hasn't, please let me know. It depends which region/town you are in, but maybe it is just a case of adding the addresses to the database. The only exception I can think of is that in the case of new build, we sometimes have to upgrade local "cabinets" or connect bits of network up off site, and maybe that element hasn't yet been done, hence your properties still showing as non-serviceable/non-existant!

If you want to PM me some details if this is not yet resolved, I'll see what I can do to help.


Red Robin

[ando]

Thank you both for your help!

After spending a fair while being routed around the entire NTL telephone network, I finally spoke to someone who was helpful. Someone then promptly came to the property to check the situation, they concluded that all was well and that we could get connected this Saturday.

So now hopefully all will go well, as I hope not to waste my Saturday afternoon staying in, waiting for someone to turn up for nothing Does anyone know if NTL give you prior warning to them turning up? Like Comet do with their delivery service, it is very helpful but no doubt isn't the case here.

Many thanks again!

Andy

Originally Posted by ando

Thank you both for your help!

After spending a fair while being routed around the entire NTL telephone network, I finally spoke to someone who was helpful. Someone then promptly came to the property to check the situation, they concluded that all was well and that we could get connected this Saturday.

So now hopefully all will go well, as I hope not to waste my Saturday afternoon staying in, waiting for someone to turn up for nothing Does anyone know if NTL give you prior warning to them turning up? Like Comet do with their delivery service, it is very helpful but no doubt isn't the case here.

Many thanks again!

Andy

Not to sure about this, as I am going to wait in tommorow for my installation. So I can let you know hopefully tommorow. All I will say is phone them back before Saturday just to confirm you have an engineer booked for the day you have been quoted.