Ridiculousness of telephone support - Page 2

Rik · 06-10-2006, 18:53

Forgive me if im wrong, but isnt the faults line now a 0800 number??

Im sure I read somewhere here that its was going to go back to 0800, has that not happened yet?

I know thats no excuse for crap waiting times, but at least then it would be free from a mobile, if its not then dump your current mobile provider and get a decent one that doesnt charge for 0800 numbers

opelfruitcase · 07-10-2006, 02:14

Quote:

Originally Posted by Rik

Forgive me if im wrong, but isnt the faults line now a 0800 number??

Im sure I read somewhere here that its was going to go back to 0800, has that not happened yet?

I know thats no excuse for crap waiting times, but at least then it would be free from a mobile, if its not then dump your current mobile provider and get a decent one that doesnt charge for 0800 numbers

Nope... its 151 from an NTL landline, which is free. But of course if your ntl landline isn't working? Then of course your gonna have to call from your mobile. In which case, even if its an 0800 number, does it really matter that mcuh? How many mobile providers allow you to call 0800 numbers for free? Orange used to (for contract customers) but don't any longer - so surely 0800 is no differnt in anyway to the 0845 number anyway?

Gambit37 · 07-10-2006, 09:33

Quote:

Originally Posted by opelfruitcase

Just a quick snipped of info that may help - best time to try faults is either between 8 and 9 in the morning or between 7.30 and 8 in the evening.

Really? In my experience the morning is just as bad. I called at 8:30 one morning, and it's the only time I got through, after being on hold for 45 minutes. Yes, you heard that right -- 45 mins.

I'll try in the evening as you suggest but I don't hold out much hope. Thanks for the tip.

opelfruitcase · 07-10-2006, 09:59

Quote:

Originally Posted by Gambit37

Really? In my experience the morning is just as bad. I called at 8:30 one morning, and it's the only time I got through, after being on hold for 45 minutes. Yes, you heard that right -- 45 mins.

I'll try in the evening as you suggest but I don't hold out much hope. Thanks for the tip.

As a general rule of thumb thats the quietest time - especially the morning moreso than the evening. Of course there are some exceptions to this, so you may have just been unlucky.

Gambit37 · 23-10-2006, 18:29

After calling at 8am one Friday morning, I finally got this resolved, although I had to wait until I got home from work to see the channels I'd been missing for the last three weeks.

The issues was "the smartcard wasn't registered with my box". WTF? This is the third time I have been a NTL customer, and the third something SOMETHING hasn't been registered when I've signed up. The first two times it was my broadband ID hadn't been registered with the box, this time the smartcard.

It sounds like there isn't even a basic checklist for setting up new customers! Sheesh!

No offer of a refund for the period I missed either

JontyG · 23-10-2006, 18:44

Quote:

Originally Posted by JontyG

I would suggest writing down the box and smartcard serial numbers and calling back....
....When you speak to faults, give them the box and card numbers, explain that the refresh hit they sent has not worked and ask them to verify the details on the system

Gambit37 · 06-11-2006, 20:48

Quote:

Originally Posted by JontyG

You're exasperated at me because I don't think it's my responsibility to tell NTL how to do their job? Jeez.

JontyG · 10-11-2006, 23:41

Quote:

Originally Posted by Gambit37

You're exasperated at me because I don't think it's my responsibility to tell NTL how to do their job? Jeez.

Nah not really.
I gave you some advice 20mins after your post that I thought might have helped you to get the problem sorted out quickly.

As long as its ok now.

Nedkelly · 11-11-2006, 09:29

A lot of faults could be fixed over the phone like missing channels but its down to training .Missing channels is a big pet hate of mine when a dummey box hit 95% will give you your channels bit faults do not do this

.Instead they will rehit the box and say ring back in 2 hours

or it takes 24 hours for them to come through.When this fails a number of times they will book a tech

All i do is to get a dummey box swap done and see if the previous hits have failed and why .This all could be done by faults but it is not

.

Rhyming Obituary · 12-11-2006, 22:05

Quote:

A lot of faults could be fixed over the phone like missing channels but its down to training .Missing channels is a big pet hate of mine when a dummey box hit 95% will give you your channels bit faults do not do this

.Instead they will rehit the box and say ring back in 2 hours

or it takes 24 hours for them to come through.When this fails a number of times they will book a tech

All i do is to get a dummey box swap done and see if the previous hits have failed and why .This all could be done by faults but it is not

.

Ah, I'm guessing you're trained for harmony then? There are a number of issues that can be caused with STB provisioning by Dummy Box Swaps regarding on demand, interactive, TV email and even missing channels - any that you had, can be lost all together. This is why sending them is practically nowhere in FIDO and always referred to along with sending the issue to 2nd line.

Nedkelly · 12-11-2006, 22:12

We cant wait until it goes our aera is Nov 07

JontyG · 12-11-2006, 23:27

Quote:

Originally Posted by Rhyming Obituary

Ah, I'm guessing you're trained for harmony then? There are a number of issues that can be caused with STB provisioning by Dummy Box Swaps regarding on demand, interactive, TV email and even missing channels - any that you had, can be lost all together. This is why sending them is practically nowhere in FIDO and always referred to along with sending the issue to 2nd line.

OK, then please explain why it resolves SO many of the calls? I'd wager it would resolve more problems than it would cause. I haven't experienced missing more channels or an issue worsening by requesting a DBX

Rhyming Obituary · 28-11-2006, 23:42

Quote:

Originally Posted by JontyG

OK, then please explain why it resolves SO many of the calls? I'd wager it would resolve more problems than it would cause. I haven't experienced missing more channels or an issue worsening by requesting a DBX

It does resolve a large number of calls, but on occasions where it does cause problems, it can lead to no services at all for the customer. That is why agents are directed to send issues involving DBX's to 2nd line, so that they can be used in the most pertinent of cases, and not when less drastic measures can be taken to restore service.