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Useful Faults and Customer Service Information
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Old 21-10-2006, 18:04   #1
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Join Date: Feb 2006
Location: Wales, UK
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Useful Faults and Customer Service Information


1. Faults and Customer Services Opening Hours
2. Escallation Process
3. The Data Protection Act
4. Who Deals With What
5. Faults Charges
6. Basic Telco Terminology
7. Standard Phone Line checks
8. Phone Compatibility
9. Engineer Availability and Appointment Times
10. Additional Information
11. Emergencies
12. Standard DTV Checks

1. Faults and Customer Services Opening Hours

Call Centre Information

Customer Services

Monday to Friday : 8am - 8pm
Saturday : 9am - 5pm
Sunday : Closed


Monday to Friday : 8am - 8pm
Saturday : 9am - 5pm
Sunday : 10am - 4pm

2. Escallation Process

If you are very unhappy with your service you can request to speak to a manager. If a manager is not available, the agent will arrange for one to call you back. If you do not want to wait around at home for one to call you back, if you provide a mobile number, a manager will call you back on the mobile number you provided. Turnaround time for Managers phone back 4 hours max.

3. The Data Protection Act

Before calling make sure you have the correct information to hand in order to pass the Data Protection Act.

You must have your account number to hand, you will find this on the top of your last bill. Alternatively the agent can search by telephone or address.

You must also know your full address, the account holders name and the postcode.

Possible questions include, but is not limited to: your password on the account (if you have one) the amount of the last bill, what packages you have with NTL, how you pay your bills, what services you have with NTL, information on the last fault reported, installation date of services, amongst others.

In order to pass DPA you must correctly answer at least of the above questions. One question will be bill related, one non bill related.

4. Who deals with what?

Customer Services

General Enquiries
Number port order enquiries and requests
Repull / Installation engineer requests
Upgrades and Downgrades
Any account defect or irregularity
Billing Queries
Chargable Faults call outs

Faults Issues

Faults can deal with:
  • Any genuine fault with either Digital TV / Telco
Faults cannot deal with:
  1. Customer equipment related faults i.e. DVD / Video setup problems
  2. Teletext issues
  3. TV Tuning Issues
5. Faults Charges:

10 if no one is home when the engineer calls
25 if the engineer turns up and finds it is a problem with your own equipment (non NTL)
15 for new remote control
25 if the customer requests a call out for a tuning / equipment issue
25 for the replacement of a non NTL installed extension, or an NTL extension that was installed over 12 months ago.

6. Basic Telco Terminology

No Dial Tone - When you pick up the telephone receiver and there is no dialing tone.

Ring Trip - When the line appears to ring once and then go dead.

Call Barring - Stops certain calls being made from the land line. It can be requested by the customer or by a particular department such as High Toll / Credit Control / Customer Services if the account gets downgraded / suspended / restricted.

Common call barring issues:

Call barring on the account but not on the telephone exchange
Call Barring not on the account at all
Call Barring on switch, but no PIN number to override
Call Barring put on by NTL and customer not aware.

Line Check - The agent may tell you that there are contacting the exchange / telephone switch / doing a line check. All they are doing is checking the telephone switch to make sure the telephone number is on there, and what the line status is (IDLE, Busy, Blocked etc)

In some cases, the telephone number may not be on the exchange, which will lead to a NDT. This problem will take 48 - 2 working days to fix.

7. Standard phone line checks before phoning in :

Remove all extensions from your line
leave one corded phone in main socket.

If that doesn't fix the fault, try another working phone in the line

If there is a problem with one particular extension, the extension will need replacing.

Extensions installed by NTL are insured for the first 12 months. Anything after that, you will need to either replace yourself or you can book an technician through customer services to do that for you. The call out charge for non insured extensions is currently ƒ’â‚šƒ€š‚£25.

8. Phone Compability:

Some phone features will not work with a pulse phone. You will need to either change the phone or read the phone instruction manual and see if there is a way to change it.

To find out what phone you are using, lift up the handset and press the number 5 on your hand set.

If you get a short beep, you have a tone phone.

If you get an extended key tone, your phone is a pulse phone / set to pulse.

9. Faults Engineer Availability and Appointment Times:

Bromley (billing system ICMS)

Monday to Friday : 8am - 1pm, 12pm - 6pm, 5pm -8pm
Saturday : 8am - 1pm, 12pm - 6pm (In some areas Engineers finish at 4pm or earlier)
Sunday : Usually no availability

Langley (Harmony)

Monday to Friday : 8am - 12pm, 12pm - 6pm, 5pm - 8pm
Saturday : 8am - 12pm, 12pm - 4 pm
Sunday : Usually no availability

10. Additional Information

If you have a problem with your telephone line, make sure you have a valid contact number handy. Also, you can also request to have a text message sent to your mobile to confirm the appointment has been made.

11. Emergencies

If you have an elderly relative, you may want to investigate the possibility of them becoming a lifeline customer. For further information, contact Customer Services or your local council. Lifeline customers get priority for telco problems and a technician would be available within 24 hours of reporting the fault.

12. DTV: Standard DTV checks

See Useful STB Thread for further info.


Article information provided by Pinkpants April 06
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