simonmc7
10-05-2005, 15:28
Hi guys, I would appreciate any help you may be able to offer on the following problem (sorry for the length of the post!).
When I realised NTL were upgrading their speeds I gave them a ring and arranged for an engineer to come round and install a new STB (we had the Pace box which only supports up to 1 meg). The engineer arrived as promised and installed a new Samsung box for us to connect at 2meg. However he was having problems contacting NTL. He was a contractor as I understand it, and wasnâ₠¬Ã¢â€žÂ¢t having any joy getting through to whoever it was he was calling. As far as I know he tried installing a second Samsung box in case the first the faulty. Again, this didnâ₠¬Ã¢â€žÂ¢t work and we could only receive channels 1-5 inclusive. He eventually got bored of waiting and left telling us the channels and internet should be activated in the next 30 mins.
Surprise surprise they werenââ‚ƚ¬Ã¢â€žÂ¢t, so I gave NTL a ring yesterday.
1st Try: Spoke to a woman who didnââ‚ ¬Ã¢â€žÂ¢t really know what she was talking about. She tried a †˜box refreshââ‚à ‚¬Ã¢â€žÂ¢ which didnââ‚ ¬Ã¢â€žÂ¢t work, and then gave me the number to the faults department, claiming the box MUST be faulty.
The number didnâ₠¬Ã¢â€žÂ¢t work.
2nd Try: This guy was more helpful, and explained that the new Samsung box had not been added to my account at the NTL end, and they were still seeing a Pace box connected. He then transferred me to the customer service department, and told me I would need to tell them the number written on the card inserted on the box, and they should sort it.
3rd Try: Another guy who didnâ₠¬Ã¢â€žÂ¢t seem to know the answer, but kept me on hold while (I presume) he asked his colleagues for advice. After some thinking he told me that the internet and subscribed channels should be back by tomorrow morning, and I will be compensated for the downtime. He also said he would phone me back after I finish work to confirm all was well.
I await for the call back this evening, although Iâ₠¬ÃƒÆ’¢â€žÂ¢m not holding my breath. The internet or extra channels did not work this morning and I doubt that situation has changed.
Previously when I posted on these forums a very helpful NTL employee sorted my problem. I am hoping the same might happen again!?
P.S. How could such a common upgrade cause so many problems with NTL Tech Support? Surely they should have a standard response to queries of this nature. :mad:
Thanks a lot,
Simon
When I realised NTL were upgrading their speeds I gave them a ring and arranged for an engineer to come round and install a new STB (we had the Pace box which only supports up to 1 meg). The engineer arrived as promised and installed a new Samsung box for us to connect at 2meg. However he was having problems contacting NTL. He was a contractor as I understand it, and wasnâ₠¬Ã¢â€žÂ¢t having any joy getting through to whoever it was he was calling. As far as I know he tried installing a second Samsung box in case the first the faulty. Again, this didnâ₠¬Ã¢â€žÂ¢t work and we could only receive channels 1-5 inclusive. He eventually got bored of waiting and left telling us the channels and internet should be activated in the next 30 mins.
Surprise surprise they werenââ‚ƚ¬Ã¢â€žÂ¢t, so I gave NTL a ring yesterday.
1st Try: Spoke to a woman who didnââ‚ ¬Ã¢â€žÂ¢t really know what she was talking about. She tried a †˜box refreshââ‚à ‚¬Ã¢â€žÂ¢ which didnââ‚ ¬Ã¢â€žÂ¢t work, and then gave me the number to the faults department, claiming the box MUST be faulty.
The number didnâ₠¬Ã¢â€žÂ¢t work.
2nd Try: This guy was more helpful, and explained that the new Samsung box had not been added to my account at the NTL end, and they were still seeing a Pace box connected. He then transferred me to the customer service department, and told me I would need to tell them the number written on the card inserted on the box, and they should sort it.
3rd Try: Another guy who didnâ₠¬Ã¢â€žÂ¢t seem to know the answer, but kept me on hold while (I presume) he asked his colleagues for advice. After some thinking he told me that the internet and subscribed channels should be back by tomorrow morning, and I will be compensated for the downtime. He also said he would phone me back after I finish work to confirm all was well.
I await for the call back this evening, although Iâ₠¬ÃƒÆ’¢â€žÂ¢m not holding my breath. The internet or extra channels did not work this morning and I doubt that situation has changed.
Previously when I posted on these forums a very helpful NTL employee sorted my problem. I am hoping the same might happen again!?
P.S. How could such a common upgrade cause so many problems with NTL Tech Support? Surely they should have a standard response to queries of this nature. :mad:
Thanks a lot,
Simon