No Engineers Until Monday: WTF

Originally Posted by Tardis

I have just learn't from a neighbour that 2 NTL vans attending the box further down our road this morning were working on it for a couple of hrs.

Sounds like there was more than 1 fault?

I don't think number of vans in attendance = number of faults in the box. Possibly the second van arrived carrying spare parts that the original engineer in attendance didn't have? I dunno, there are network engineers on this board, I'm sure one of them can explain how it works.

Originally Posted by Chris T

I don't think number of vans in attendance = number of faults in the box. Possibly the second van arrived carrying spare parts that the original engineer in attendance didn't have? I dunno, there are network engineers on this board, I'm sure one of them can explain how it works.

Or they needed a spanner man and a screw driver man on the same job

[scrotnig]

I don't think a week IS acceptable. It's usually much less than that, but I have known instances where it's longer. Saying that it's ok because Sky can take several weeks is irrelevant, as that just proves how crap Sky are in that regard. NTL do not aspire to reach that particular standard.

Today I have booked one TV fault in for tomorrow morning. It seems to vary from franchise to franchise.

[andrew_wallasey]

To be fair in my franchise. Everytime I have needed an engineer they have come out same day. I even phoned at like 4:30pm and got it by 6pm.

So you agree that it was rather unconstructive to tell someone to 'get a life' when you yourself did not exactly have to suffer the same waiting times as Tardis had to?

[andrew_wallasey]

No because ive had to wait for days (often weeks) for other companies to come out and I dont think 4 days (over a weekend as well) a bad lead time for an engineer to come out. What is the point in coming on this site and moaning about it?

[Womble]

As a Network engineer, 4 days is not unacceptable, as a customer it would be irritating. What I find amusing is everyone is arguing about the finer points in this thread, but no one offered Tardis any advice, like going into diagnostics to find if he had a signal etc etc

Originally Posted by Tardis

If it was a network fault then obviously CS had other calls from my area and proves that others and I found it unacceptable of having to wait 4 days for an enginner, don't you think!
I wonder where the engineer came from...spooky!!!

Sorry to be picky, BUT, you where waiting for a Service Tech, NOT an Engineer, we (Network Engineers) provide 24/7 cover, and take customer tickets on a Sat that have been passed to us by a service tech.
FMS do not, it would seem monitor incoming calls and raise Network Masters anymore. We had a whole area (2400 subs) and all they did was raise individual tickets!! This is also causing a problem, not least for the Customer but also for the service boys and gals that are up to their necks in it.
The worst thing NTL ever did was shut NFOC in Brighton

Originally Posted by andrew_wallasey

No because ive had to wait for days (often weeks) for other companies to come out and I dont think 4 days (over a weekend as well) a bad lead time for an engineer to come out. What is the point in coming on this site and moaning about it?

He was not moaning about it, he was using this discussion forum as it was intended, something which has escaped your attention yet again.

He is quite welcome to do so and does not need nasty people like you to come out with rude comments and tell such people who have issues to 'get a life'.

Well Mick I don't think we have all been particularly rude.After all I believe the policy on this forum is to deal with those people who have tried every means at their disposal to get their situation sorted and have failed.

Frankly I would have waited a little longer than an hour to see what happened before rushing to even phone CS because it is my experience that the occasional hiccup may well sort its self out within a very short period especially with DTV.

I think what may have upset some is that he really didn't give anyone a real chance to sort anything before he was here 'discussing' the situation and saying it was unacceptable to wait from Thursday to Monday.It was as if he was trying to jump the queue.Now as some folk here have some very long standing issues with NTL that are still not resolved, it may well be the case that it got up some folks noses and they were a little sharper than they needed to be.

Anyway it seems moot now that he has his DTV back to normal without the aid of an engineer and the 4 day wait was a non starter.Seems little point to continue the 'discussion'.

Originally Posted by Incognitas

Well Mick I don't think we have all been particularly rude.

I didn't say you had though Incog.

Though telling someone to 'get a life' is IMO uncalled for and rude. This is what I am getting at mainly here.

Originally Posted by Incognitas

After all I believe the policy on this forum is to deal with those people who have tried every means at their disposal to get their situation sorted and have failed.

Which is what Tardis did. He called CS and was not happy with the outcome so he posted here to seek information, was that really so wrong?

[Escapee]

Originally Posted by Womble

As a Network engineer, 4 days is not unacceptable, as a customer it would be irritating. What I find amusing is everyone is arguing about the finer points in this thread, but no one offered Tardis any advice, like going into diagnostics to find if he had a signal etc etc


Sorry to be picky, BUT, you where waiting for a Service Tech, NOT an Engineer, we (Network Engineers) provide 24/7 cover, and take customer tickets on a Sat that have been passed to us by a service tech.
FMS do not, it would seem monitor incoming calls and raise Network Masters anymore. We had a whole area (2400 subs) and all they did was raise individual tickets!! This is also causing a problem, not least for the Customer but also for the service boys and gals that are up to their necks in it.
The worst thing NTL ever did was shut NFOC in Brighton

hey Womble, Losing some mangers in your department soon as well then!

[Tardis]

I find it incomprehensible that some of you think that waiting 4 days or more for an Engineer or Technician is acceptable.

If people like yourselves are not prepared to let NTL know how you feel and that the service they provide to you is inadequate. Then the service is really not going to improve is it?

I was not rude to CS. I just stated that it was unacceptable and that I was prepared to lower my package from nearly £60pm to the £10pm basic package, if I remained a NTL customer. I wonder what would happen if everyone was to tell NTL that they are prepared to just have the £10 package until the service improves?



In my original post I did ask whether I have gone the right way about this or should have I said something else. As by my number of posts you can see Iâ₠¬ÃƒÆ’¢â€žÂ¢m a new member to this forum, do some of you always welcome new members with such hostile comments? The next time your cab arrives late or your new washing machine, TV or whatever arrives later than you expected. I hope you remember me sitting at home watching TV with both my middle fingers pointing up you.



To others, thanks for all your support.

Originally Posted by Tardis

I find it incomprehensible that some of you think that waiting 4 days or more for an Engineer or Technician is acceptable.

If people like yourselves are not prepared to let NTL know how you feel and that the service they provide to you is inadequate. Then the service is really not going to improve is it?

I was not rude to CS. I just stated that it was unacceptable and that I was prepared to lower my package from nearly £60pm to the £10pm basic package, if I remained a NTL customer. I wonder what would happen if everyone was to tell NTL that they are prepared to just have the £10 package until the service improves?



In my original post I did ask whether I have gone the right way about this or should have I said something else. As by my number of posts you can see Iâ₠¬ÃƒÆ’¢â€žÂ¢m a new member to this forum, do some of you always welcome new members with such hostile comments? The next time your cab arrives late or your new washing machine, TV or whatever arrives later than you expected. I hope you remember me sitting at home watching TV with both my middle fingers pointing up you.



To others, thanks for all your support.

What I found incomphrensible was that you were not able to wait for more than an hour to see if it adjusted before getting on to CS/Tech support when experience has taught me that a short wait usually sorts things out.I'm also curious to know what would have been an acceptable period of time to you to wait for an engineer.An hour,a day,two days?Even the fastest service can't go much faster than a day surely?After all we are dealing with NTL here and I very much doubt if any of the other DTV suppliers would have been any quicker.

I also DON'T like the way you keep needling everyone as though we are idiots because we seem have rather more realistic ideas of how the real world operates.I'd be interested in any service that can operate in under a day when there is a technical problem but I suspect that ALL(and frankly there's not that much choice) of them will be having problems to provide any service that is faster in the present economic situation.

So when are you leaving NTL and who will you try next?Because that is the real problem.Which of the very small list of DTV suppliers is the most reliable and fixes problems instantly?If we could all know that I'm sure we would all be signed up to them.

Originally Posted by Incognitas

What I found incomphrensible was that you were not able to wait for more than an hour to see if it adjusted before getting on to CS/Tech support

I do not see why he should have to Incog, if a problem persists and a customers wants an immediate resolution, he is in his perfect rights to contact customer services, what you may do and what someone else may do when there is a fault is irrelevant, if something happened to my service, which in the past it has, I would be straight on the phone to CS.

Originally Posted by Incognitas

I also DON'T like the way you keep needling everyone as though we are idiots

And I do not like the way some of you have been quite hostile towards him, a new member who only came here to seek information, which at the end of the day is what coming here and seeking help is all about.

[andrew_wallasey]

He has come on to have a moan and a dig at NTL that's all, he had given no one a chance to sort the problem out and in the end the 4 days was irrelevant.



If you just read his posts it just annoys me the way you can see he was obviously kicking up a fuss over nothing "i was going to lower my package from 60 pound a month to 10 pound a month". How far is that ever going to get him because unless he donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t want premium channels anymore he will have to go to sky and wait up to 2 weeks for an engineer to come out if you have a problem.



I told him to get a life because he obviously has nothing better to do with his time than come on here to have a moan about NTL. His TV had not even been off for an hour before he came on here!!! It's pathetic!!!