ntl open Sunday!!!

[punky]

Good on NTL... They are listening and improving. Nice one

Originally Posted by Mick

Cable Forum can reveal that ntl is to extend its opening hours. The ntl fault service will now be opening every Sunday from 10AM to 4PM starting from 5th June (This Sunday) meaning customers can now contact ntl and report a fault 7 days a week!!!

Many ntl Customers have raised concerns on our forum about not being able to report issues with their ntl services, should something happen after closing time on a Saturday.

Because ntl was closed on Sunday, some customers have been unfortunate and have had no choice but to wait until Monday morning to report issues with their services.

As visitors and members of Cable Forum will be aware †“ we have been working closely with ntl with the sole aim of improving customer satisfaction, ntl took notice of what customers have had to say on Cable Forum regarding ntl being closed on Sunday and as a result have now decided to provide a fault service on Sunday.

ntl will be notifying all customers by placing an advert on customer bills.

If this was helped by the closer ties between this site and ntl then i for one welcome it .

As for opening on Sunday, About time to

[spike7451]

You might be able to report a fault on a Sunday,but we have not heard about any modifications to the shift patterns for technician cover on a Sunday.At the moment in a lot of the franchises,the manpower aint there!
Considering a lot of us work Saturdays,working Sunday wont,i'm sure,go down well.We'ell have to see if it pans oiut.
M
M

Originally Posted by spike7451

You might be able to report a fault on a Sunday,but we have not heard about any modifications to the shift patterns for technician cover on a Sunday.At the moment in a lot of the franchises,the manpower aint there!
Considering a lot of us work Saturdays,working Sunday wont,i'm sure,go down well.We'ell have to see if it pans oiut.
M
M

There is no 'might' about being able to report a fault on Sunday. It's happening from the 5th. Trust me.

I can understand your view about working times etc but at the end of the day, a customer should not be left high and dry with not being able to report a fault after closing time on a Saturday and having to wait until Monday morning to report it. It's a truely awful situation to be in which many customers have been in.

[spike7451]

My post was'nt about not being able to report a fault on Sunday.I was saying that as a FIELD technician,there has been no mention of providing us fault techs going out to a sub to fix a fault.Are provisioning & workforce management also going to be working so that a STB can be swapped out,A linecheck done or a change of assignment on the switch carried out.
I know that from June 13,Installs are going onto a different shift pattern,(100% cover Tues to Friday,75% cover Saturday & 25% cover Mondays.)Something a few of the contractors i've talked to are not happy about.
M

[Paul K]

If this is down to NTL discussing issues aired here with the team then well done to those involved but if it's down to NTL finally listening to their customers.... even better As long as NTL are beginning to listen then to people we may stand a chance of things continuing to improve in the future
When do the team start working on the cap then.....

[Derek]

Originally Posted by spike7451

My post was'nt about not being able to report a fault on Sunday.I was saying that as a FIELD technician,there has been no mention of providing us fault techs going out to a sub to fix a fault.

Probably not. Back in the dim/distant past when the faults lines were open 7 days any faults not for priority customers or affecting large numbers of subs were booked in for Monday.

Are BT not the same? Faults can be reported but unless you really need the phoneline you will be waiting till Monday to get a fix.

Originally Posted by spike7451

My post was'nt about not being able to report a fault on Sunday.I was saying that as a FIELD technician,there has been no mention of providing us fault techs going out to a sub to fix a fault.

I see where your coming from now . But the main issue was not being able to 'report' a problem to ntl on a Sunday. Most of the time all that is probably required to resolve most DTV issues is a 'hit' being sent to the STB to re-activate lost channels etc.

[Jules]

That is great well done to all those behind this move, now all we need is a 24 hour service for faults

[MetaWraith]

Originally Posted by Paul

When do the team start working on the cap then.....

Flat Cap? Cloth Cap? Dutch Cap?

[ian@huth]

Good to hear NTL are listening.

Having faults open on a Sunday should reduce the aggrevation for customers who have developed a fault over the weekend and have had to wait until Monday morning to report it, in the queue with all similar affected customers. Should make life a little easier for the NTL staff answering those calls as there is nothing worse than starting your working week with upset customers yelling abuse down the line at you.

NTL provide a 24/7 service and should support it the same. What about Sunday opening in other departments?

[Marge]

Originally Posted by ian@huth

What about Sunday opening in other departments?

No way I can work Sunday cos Star Trek Voyager is on all afternoon

PS I think it's an excellent idea to have some form of faults open on a Sunday, I can remember when it was open 24/7

[jonifen]

This is great news. I remember it was not too long ago that I wanted the sports channels on, but could not get in touch with NTL to get em turned on.

Where I work, we have the same problems with engineers etc. There are very few areas where there is physical engineer cover, so although we can log faults in the field, nobody can go out to fix them until Monday.

[Marge]

Originally Posted by jonifen

This is great news. I remember it was not too long ago that I wanted the sports channels on, but could not get in touch with NTL to get em turned on.

Please note that its Faults that are opening not Customer Services so you won't be able to have package changes etc actioned, will be solely open for Faults

[Rillington]

Good news. However, it seemed odd that a company lile ntl wasn't providing a faults service on a Sunday. Loosing TV is one thing but loosing your telephone line is not. BT offers a 24/7 faults service so why can't ntl?

Well done to the guys of this site for getting things done and I hope this is the first of many times this site has the influence on ntl to improve things for us who pay ntl at elast a tenner a week in most cases.