Please Help!!

fultime · 01-02-2007, 10:45

My daughter signed up for the phone tv and broadband with telewest,with free installation offer, she told them she was using win 98se on dial up at the moment and they said thats ok they support from win98 so no prob. When they came to do it yesterday they first said she could not have an extension line in her bedroom where she wanted it but had to have it in the lounge (which was so much easier for them) then they set up the box so the lights were all on for broadband dumped her with set up discs etc and left her to it, well she has been trying for hours and cannot get anything, she phoned the premium line which she should have been told was costing her Â£1 a min as she should not have been paying that and they are telling her its her computer she needs to buy a new one and if the boxes are lit then its her computers fault, they said 'not even an isp address' is coming up? This I'm afraid is total foreign language to her and me and we havn't got a clue what they are talking about. They tried to talk her through it on the phone but she said she didn't understand half of what they were saying. Surely if it says free installation dosn't that mean that they install it and get it working before they leave your house? Can anyone give me any clues as to why it may not be working and any tips on something we could maybe try?

Thanks in advance

Benson · 01-02-2007, 11:28

Well when they came to install tv,broadband and telephone for me they put the cables in the rooms i wanted it located in and also insisted that they had to check the signal down the broadband line.

Sound like you may have got a engineer who just wanted to finish early or was under alot of pressure due to his work load.

Its certainly something i would take up with customer services.

**Stuart C** · 01-02-2007, 11:34

Faults should be free from an NTL or Telewest line. Just dial 150 for Faults.

Anyway, welcome to the site.

We maintain contacts within NTL:Telewest. If you wish, I can pass on details of this problem to them. Just PM (click my name, then "Send Private Message") the account number, the account holder's name and a contact phone number.

Please note: For Data Protection Purpsoes, the contact may insist on dealing with your daughter.

brundles · 01-02-2007, 12:17

From past experience there doesn't seem to be any bottom line of quality for the engineers that come out for installs.

We've had both good (as well as a perfect install, the guy drilled several other holes I wanted in the walls for network cabling

) and bad (the guy managed to break the phone line 3 times while installing the TV - and yes I know they're nothing to do with each other

- all the while telling me he had no intention of turning up to the last 2 jobs on his list and it was TWs fault for overworking him).

prawncocktail · 01-02-2007, 13:26

Hi,
The reason the engineer did not install on your PC was that they are not allowed to touch it in case something breaks.

If you were paying Â£1 per minute I think you were dialling the incorrect number (maybe the dial up technical helpline which is Â£10 pm), the correct technical support number for Broadband is 0845 142 4422 which is a local rate number. They will call you back if you request or do as previously advised and call 150.

Hope that has been of help to you.

Shaun