Still not activated :-( - Page 2

littleraven · 22-09-2004, 05:44

Now on day 15 without activation. Following on from the previous, are there any NTL engineers working in the Loughborough area that can tell me something positive. Emails I send to support at NTL are either unanswered or to be honest, the two I have had back are vague (technical problems), and rude.(I've told you before etc).

It is pointless trying to phone, I can't get through and have better things to do than waste hour after hour in a phone box. I have even emailed them to cancel the contract. They won't even reply to that!

I am becoming extremely frustrated now. We have had no phone for over 2 weeks and NTL do not seem to care less.

marcopolio · 22-09-2004, 08:32

Quote:

Originally Posted by littleraven

Now on day 15 without activation. Following on from the previous, are there any NTL engineers working in the Loughborough area that can tell me something positive. Emails I send to support at NTL are either unanswered or to be honest, the two I have had back are vague (technical problems), and rude.(I've told you before etc).

It is pointless trying to phone, I can't get through and have better things to do than waste hour after hour in a phone box. I have even emailed them to cancel the contract. They won't even reply to that!

I am becoming extremely frustrated now. We have had no phone for over 2 weeks and NTL do not seem to care less.

Oh man, yet another satisfied customer. I know that this is annoying but this is also why it is taking hours to get through to us "phone monkeys"

Basically, there is a fault which means that your box / telephone line is not being activated through a new system. All us guys who answer the phone have been told that (off the record!!) there is a fault and we don't know when it will be fixed. We then have to tell the customer that, yes, I know you have not had service for a week/two weeks/a month etc but there is nothing I can do to help and nothing I can do to find out how long it will take to resolve.

Seriously, we are down on staff and calls have increased tenfold (at least) which means that we are constantly letting people queue for an hour.

We are trying - well most of the staff are, and we really can't do any better. If I could let you know more I would be as I said, all the staff are also in the dark.

If we get told any news, I will post and let you know the info

**Maggy** · 22-09-2004, 09:02

Also with NTL's record any compensation will be equal to the number of days you have been without your phone or TV.All the phonebox calls won't even be in the equation.Perhaps if it goes on any longer and it is already at an unacceptable time they will let you off the first months payment altogether though I wouldn't hold your breath.

Incog.

marcopolio · 22-09-2004, 09:26

We have been told that the customer will not be paying for the time without service but in ntl's case, what will probably happen is everybody will be billed as normal and the customers who realise, call in and are willing to wait in the queue will be credited back.

Those who don't realise, or are not willing to wait....

more money into the coffers of Mr Ntl

**Maggy** · 22-09-2004, 09:38

Quote:

Originally Posted by marcopolio

We have been told that the customer will not be paying for the time without service but in ntl's case, what will probably happen is everybody will be billed as normal and the customers who realise, call in and are willing to wait in the queue will be credited back.

Those who don't realise, or are not willing to wait....

more money into the coffers of Mr Ntl

Yes that sounds about right.

GazzaB · 22-09-2004, 10:22

Shall we just say that the new billing system is having "teething issues." As I have previously mentioned in other posts I think most staff were expecting this kind of issue as they have happened on the other previous "billing upgrades" that have taken place.

No good for ntl's reputation though and frustrating for us as staff that we cannot do anything about it till the issue is fixed.

Ho hum!
:o
Keep smiling!

poolking · 22-09-2004, 12:26

isn't there a backup system, or can't NTL afford another hamster?

TiggerT · 22-09-2004, 13:50

Hmmm, is this related to the problem registering new users to the broadband internet too?
I had someone install phone and broadband internet last Saturday. Phone worked straight away, but their system will not let me register for broadband internet. The modem and everything works, I can even ping other machines, and get to the autoregister web page, but nothing else. Trying to register on the web it says it can't determine my modem's MAC address.
I've experienced the customer/technical "service" too, hours in queues listening to their "GREAT NEWS!..." and music. They are aware of the problem and are working to fix it.... try again tomorrow.
But their status page shows a similar problem since September 14th! What can take so long to fix such a serious problem?

T.

**Maggy** · 22-09-2004, 13:57

Quote:

Originally Posted by TiggerT

Hmmm, is this related to the problem registering new users to the broadband internet too?
I had someone install phone and broadband internet last Saturday. Phone worked straight away, but their system will not let me register for broadband internet. The modem and everything works, I can even ping other machines, and get to the autoregister web page, but nothing else. Trying to register on the web it says it can't determine my modem's MAC address.
I've experienced the customer/technical "service" too, hours in queues listening to their "GREAT NEWS!..." and music. They are aware of the problem and are working to fix it.... try again tomorrow.
But their status page shows a similar problem since September 14th! What can take so long to fix such a serious problem?

T.

More to the point have they stopped accepting new customers until the problem is sorted?

scrotnig · 22-09-2004, 13:58

Quote:

Originally Posted by TiggerT

Hmmm, is this related to the problem registering new users to the broadband internet too?
I had someone install phone and broadband internet last Saturday. Phone worked straight away, but their system will not let me register for broadband internet. The modem and everything works, I can even ping other machines, and get to the autoregister web page, but nothing else. Trying to register on the web it says it can't determine my modem's MAC address.
I've experienced the customer/technical "service" too, hours in queues listening to their "GREAT NEWS!..." and music. They are aware of the problem and are working to fix it.... try again tomorrow.
But their status page shows a similar problem since September 14th! What can take so long to fix such a serious problem?

T.

This is a different issue, I think.

A problem has come to light with modems that have a MAC address starting 00028A5. These are not being recognised by the provisioning system, and therefore cannot currently be registered.

This is being treated as a maximum priority problem and will be rectified shortly.

No other MAC addresses are affected.

You can check your MAC address by looking on the underside of your modem.

If it is this that is causing your problem, then it's NOT the issue that's on the status page, as it's only come to light today.

scrotnig · 22-09-2004, 14:00

Quote:

Originally Posted by Incognitas

More to the point have they stopped accepting new customers until the problem is sorted?

No, because they only found out today. Any new customers signed up today won't be affected since the problem will be solved by the time they get installed.

**Maggy** · 22-09-2004, 14:21

Quote:

Originally Posted by Mark B

No, because they only found out today. Any new customers signed up today won't be affected since the problem will be solved by the time they get installed.

But what about the original poster's problem?Are they still accepting new customers?

scrotnig · 22-09-2004, 14:36

Quote:

Originally Posted by Incognitas

But what about the original poster's problem?Are they still accepting new customers?

I don't know as regards that, as it isn't in my region. It's a really bad situation, I agree.

Shaun · 22-09-2004, 14:56

Quote:

Originally Posted by Incognitas

More to the point have they stopped accepting new customers until the problem is sorted?

No

Thats why we sent ours back

littleraven · 22-09-2004, 16:24

As for new installs... NTL were next door at just after 8 this morning to install TV and Phone. I did manage to speak to the engineer who was aware of the problem. And they carry on with these installations even though they know there is a major problem... He thought that there would be no problem getting my immediate neighbour "switched on", and couldn't explain why ours is still waiting for activation after 15 days. He promised to log my "grievance" when he got back to his yard. (Thanks mate).