Phone disconnected by mistake any NTL people able to help?

Web-Junkie · 14-10-2005, 21:53

Short story:

I have 2 phones in the house with 2 separate numbers, asked for one number to be disconnected and NTL have disconnected BOTH numbers!! I get no dial tone on either phone!

Seeing as I have no phone atm, how do I get my phone reconnected? If I ring them up from a friends phone (BT line) they'll get charged and I'll probably be on hold god knows how long!!

What to do?

*EDIT* Sheesh, am I dumb! I can e-mail them I guess

Hom3r · 14-10-2005, 23:31

Yep try and e-mail them

One of the MODs or NTL bods may be able to help?

quadplay · 14-10-2005, 23:36

You really will have to call, I'm afraid. The good news is that it's an 0800 number, so free from any landline. It's better to be in your house if possible, but calling from a mobile might mean you get charged even though it's an 0800 number. I believe 0800 calls are free from Orange mobiles.

In any case, call 0800 052 2000 after 9am tomorrow, and report it as a fault (Option 3). If it's not a fault, and the phone line has been disconnected incorrectly, it can be reconnected - hopefully without too much hassle.

Web-Junkie · 15-10-2005, 03:45

Quote:

Originally Posted by jimbo

You really will have to call, I'm afraid.

Oh the irony

Yep it's an incorrect disconnection! I only wanted 1 phone line cancelling of the 2 I have and they told me Friday 14th for the disconnection, but they've pulled the plug on both my phone lines

I sent an e-mail to Customer Services with my account number and phone numbers just to see if they can do anything.

Anyway, if it's an 0800 number then I can use my mates phone to call them later today as I don't use nor want a mobile phone EVER!

Thanks for the replies, will let you know what happens and how long I had to wait and how many calls I had to make and how many people I got passed to and how many times I was promised a call back and how many times I got cut off (lol) and how many promises I was promised..... etc etc

Web-Junkie · 17-10-2005, 17:15

Ball is rolling!

I asked my brother to ring from his phone over the weekend, he had problems getting through he said so I left it until today and rung the 0800 052 2000 from a friends house today and luckily managed to get through in 5 minutes!

Explained the situation, was told to ring another 0800 number and ask to be reconnected. Spoke to a nice Scottish lassy named Debbie and explained again the problem, she spoke to disconnections and verified both had been disconnected so she filled out a 'reconnection form' and told me to wait 3-5 days for it to be reconnected and that a letter will be sent to confirm the reconnection.

I also asked about compensation for the inconvenience, it wasn't my fault after all, and she said I would be compensated but not the details, so can't grumble really!

So I'll find out in the coming days whether the phone gets reconnected!

Just don't call me, cos I can't call you

Web-Junkie · 22-10-2005, 12:26

Well, it's Saturday afternoon and no phone connected yet and no letter has arrived!

Does it normally take this long to reconnect a phone?

Johnty · 22-10-2005, 15:38

Huh, it took 13 days when our phone broke down

Web-Junkie · 22-10-2005, 17:02

Fair enough, but my phone/phone line is not 'broke' physically so I don't need to wait for an Engineer to come out to the house and fix it.

Unless reconnections are considered 'faults' and deemed 'non urgent' so they get shoved to the bottom of the pile of jobs 'to do'?

Web-Junkie · 24-10-2005, 19:18

Well it's 1 week later and still no phone connected, maybe I misheard and and was told 35 days not 3 to 5 days?

Now I have to through the whole process of going back to my mates and ringing them up to re-explain the problem again. I never got a reply to my e-mail either, so they've failed on three fronts:

A phonecall that promised a reconnection that hasn't happened.
A letter confirming the reconnection that never arrived.
An e-mail sent that never got answered!

It's very disappointing isn't it?

spike7451 · 24-10-2005, 21:01

If it's till not on at you end,i'd lay odds that it's been PHYSICALLY cisconnected at the street cabinet (removed from the D sides)
The problem now is that to reconnect you physically (and i'm not talking on the computer system here) need to re-jumper from E side to D side in the Mux (multiplexer) & connect your drop cable to the correct d side in the cabinet.Thi needs a enginner out.And i'd ask for some comp! Imagine your a OAP with a lifeline phone & your off for a few days,how worried would you be??....
Spike

AndyCambs · 24-10-2005, 22:22

Actually an aged person with a lifeline would I trust get priorty service.

SmileyMan · 25-10-2005, 17:09

You be amazed how offen this type of thing happens

Web-Junkie · 26-10-2005, 13:39

Well, my mother contacted NTL this time and it's going to take another 10 days according to a lady called Kerry Anne! No explanation of why I was told 3-5 days previously as 10 days is standard. My mother said didn't want to be without a phone another 10 days but was told that she could make 'other' arrangements if she wanted, meaning if you don't like it go elsewhere!!!

I was fuming when she told me, I nearly went round to a mates to ring them back up again and telll them where they could stick their phone but thought better off it as my mother pays the bill so it could land her in bother.

So I have no choice but to wait up to another 10 days, well thanks a million NTL!

**Rob** · 26-10-2005, 14:22

This saga appears to be dragging on, and on, and on.

Have ntl admitted to you that they made a mistake in cutting off both phone lines?

If you want to PM some details, I will ask our senior ntl contacts to look into it for you. I will need your account number, address including Postcode. Phone number (state which should have been disconnected and which should not have been), a current contact number (mobile?), and full details of everything you have said to ntl, or had said to you. We'll hold onto this for only as long as needed for a resolution.

Web-Junkie · 26-10-2005, 15:41

Thanks Rob, I grilled my mother a bit more (I know how she forgets things when she's mad) and found out something I wasn't aware of.

The second number in our house is an extension of the original line as 'Kerry' could not find reference to another line in the house and after digging a bit more stated it must be an extension of the existing line hence it got disconnected too when the line was diconnected! My father sorted this second line out but passed away a few years ago unfortunately, so I can't find any more details of the second line.

The bit about 'going elsewhere' wasn't said nastily or sarcastically, but the meaning is the same, and I suppose is said to many customers expressing dissatisfaction.

Do you still want the details or should I wait in light of this finding?