[Merged]NTL Waste of Time TV Drive Install Didn't Happen

[RS100]

I was due for a tv drive install this afternoon as you can see in this thread http://www.cableforum.co.uk/board/sh...5#post34184935

A van turned up outside my house and looked at the house wrote some thing down then drove off i phoned the installs dept 3 times on 0800 479 1000 and they said the engineer was on his way and the last time i phoned they put me on hold for about 10min while they spoke to the area installs manager and was then told the engineer would be here by 6pm and not to go out as he was on his way to my house at 3pm ish it is now 9.52pm and no one turned up

So i have taken the day off work for nothing and wasted a days work i hope ntl will pay me for the time they have wasted ,

And i will also be cancelling my direct debit tomorrow and cancelling my ntl 10mb account and my telephone service with them .

NTL must love loseing a over £150 per month customer

Is there any ntl staff here who can help my find out why the engineer just turned around on my drive way and drove off, Or who can i phone to make a complaint,

The sad thing is the isolator point in the living room was only about 1 metre from the tv and i made a rg6 cable from it to under the tv with snap n seal ppc ends on it ready and scart and hdmi lead was already there, And there was a case of 24 stella largers waiting for the installer as it is xmas time.

[MovedGoalPosts]

Sorry to see this didn't happen. That someone took a look at your house and then drove away without even saying soryy seems very poor. Hope you can give ntl a good piece of your mind if you can get hold of the installs people who were telling you porkies.

[RS100]

I agree it is very poor and i had a few friends who wanted to see what the tv drive was like before ordering aswell, I don't think im going to waste my money by phoneing about i will just wait for them to contact me after i cancel the direct debit and tell them to collect there cable modem,

Originally Posted by Rob

Sorry to see this didn't happen. That someone took a look at your house and then drove away without even saying soryy seems very poor. Hope you can give ntl a good piece of your mind if you can get hold of the installs people who were telling you porkies.

[Marge]

I would guess the chap has called it an NBI which is really really poor, in fairness to the installs people they can only off what they are being told at the time so if the engineer is saying he will turn up, that's the message that is passed on.

It's a really bad thing to do and shows how the actions of one person can have such a negative effect all round. You're quite rightly extremely cheesed off and no-one can blame you for wanting to cancel everything. It's disheartening to speak to customers if this does happen as it makes a hard job even more difficult. In my experience it's not every engineer that does this as most of them are extremely hardworking and professional and I'm just sorry to hear of such a bad experience.

I would guesstimate that Installs would now not be open until Wednesday if you wanted to have another bash or alternatively Cancellations if you wish to go ahead with cancelling.

[RS100]

At the moment i have 10mb broadband and telephone and it was a nightmare getting that installed as they did not turn up twice,

But i did not think it would have happend again i would have another install but know i will get messed about like today and spend hours on the phone,

Do you know what department i need to speak to to find out why that idiot of installer messed me about, At my home i have full hidden CCTV cam's that are on record 24/7 on to a hard drive if they want to i can send them a copy of the installler turning around on my drive then driveing off,

Originally Posted by Marge

I would guess the chap has called it an NBI which is really really poor, in fairness to the installs people they can only off what they are being told at the time so if the engineer is saying he will turn up, that's the message that is passed on.

It's a really bad thing to do and shows how the actions of one person can have such a negative effect all round. You're quite rightly extremely cheesed off and no-one can blame you for wanting to cancel everything. It's disheartening to speak to customers if this does happen as it makes a hard job even more difficult. In my experience it's not every engineer that does this as most of them are extremely hardworking and professional and I'm just sorry to hear of such a bad experience.

I would guesstimate that Installs would now not be open until Wednesday if you wanted to have another bash or alternatively Cancellations if you wish to go ahead with cancelling.

[RS100]

Well i called customer services today and they said that they could not do any thing about the installer not turning up and i should just phone sales and reorder, Are they haveing a joke, Any one know if there is a phone number for complaints

[lostandconfused]

sorry to say this but you've been fobbed off there, give CS a call again and tell them you want to make a complaint about the install of the tv drive, they will /should fill in a complaints tracker. (you'l get a ref number when they've filled it in) then the installs manager will get in touch with you (within 48hrs) to explain why the tech didnt trurn up and to arrange a suitable time when someone can come back out

[RS100]

Thanks for the advise i phoned installs direct at 9.30am this morning and they said some one will now be out today by 6pm i asked why the tech did not turn up on the 24th and they said the area manager said it was because it was xmas, If they do not turn up this time i will file a complaint,

[Quam256]

PM me with your area ,I am from the Midlands ,if I can help I will.

[poolking]

Originally Posted by RS100

Thanks for the advise i phoned installs direct at 9.30am this morning and they said some one will now be out today by 6pm i asked why the tech did not turn up on the 24th and they said the area manager said it was because it was xmas, If they do not turn up this time i will file a complaint,

What a load of cobblers, so what if it is christmas, if they had known that no techs were working that day, why did they accept your appointment in the first place?

Good job I only have BB and phone with them.

[RS100]

update i phoned installs again now at 12.48pm to double check for today and they said they aint got a clue about todays install ,

---------- Post added at 13:01 ---------- Previous post was at 12:51 ----------

on the phone now customer services put me on hold now put me on to sales to reorder

---------- Post added at 13:09 ---------- Previous post was at 13:01 ----------

Update again the put me though to sales who said the can not reorder a install tv drive for me as i already have it installed ,

[Paul K]

Amazing, think we can than Christmas, a new billing system and a few inept members of NTL CS for this

[poolking]

Originally Posted by RS100

update i phoned installs again now at 12.48pm to double check for today and they said they aint got a clue about todays install ,

---------- Post added at 13:01 ---------- Previous post was at 12:51 ----------

on the phone now customer services put me on hold now put me on to sales to reorder

---------- Post added at 13:09 ---------- Previous post was at 13:01 ----------

Update again the put me though to sales who said the can not reorder a install tv drive for me as i already have it installed ,

So have they just left it that and not offered a solution?

[RS100]

nope nothing told that a guy called gavin davies area manager for newport south wales would call me ,

Originally Posted by poolking

So have they just left it that and not offered a solution?

[poolking]

Originally Posted by RS100

nope nothing told that a guy called gavin davies area manager for newport south wales would call me ,

Good luck, keep us posted.