wonder_lander
28-09-2005, 15:51
Moving from BN2 0xx
and to ST15 0xx
Customer since about 1992
(approx 200 miles)
I called NTL on the 6th September to say that I would be moving on Saturday 17th Septmber. The guy on the phone said that the soonest they could get my services installed at the new property would be the 19th September and that I could have a morning or afternoon installation. I plumbed for the pm installation and was told that I would be contacted nearer the time by the moving house team. I hadn't heard anything by the 16th September so I called NTL again only to be told that this would be with the regional transfer team and so they couldn't help me :(
Move was a nightmare on the 17th but I was looking forward to the 19th and getting my internet and phone service back up and running. Needless to say nobody turned up and so I called NTL to see what the score was. The operator informed me that although I had indeed made the call on the 6th September no order was actually raised. I was told to call the following day and that CS would put me through to moving house team.
I called on the 20th and was initially told that NTL services weren't available on my street. I explained that the website allowed me to pick the postcode but that the house numbers that it offered weren't mine. The lady tried "another system" to set me up a new billing account and this worked so the earliest that they could get someone out was the following Tuesday, the 27th, yesterday. The lady said that she would apply a £20 credit to my account for the problems I have had. This time I got an SMS during the week confirming the details and so I had every confidence that there wouldn't be a problem.
The NTL crew true to their words turned up yesterday at about 4.20pm to do the install only to find that they where unable to route the cable from the cabinet to the pit which would then route it onto the point on the pavement. They pointed out to me that the pavements had fresh looking tarmac and so it sounded as though the ducting had collapsed. He said that he would then need to report back to his supervisior who would arrange for the construction team to come out. He took my mobile number and said that I would receive a call for when this could be scheduled in. Needless to say I haven't had a call all day.
I called today to see what was happening but it appears that they don't have any updated actions and again my mobile number was checked and I was told I would get a call back. As of now I've heard nothing!
Anyone have any experiences of the length of time I can expect to be waiting for a construction visit and then a rescheduled engineers visit.
Am I best off just calling BT and using them as there is already a BT line in the property?
Is there a complaints proceedure that I can use to log my issues?
and to ST15 0xx
Customer since about 1992
(approx 200 miles)
I called NTL on the 6th September to say that I would be moving on Saturday 17th Septmber. The guy on the phone said that the soonest they could get my services installed at the new property would be the 19th September and that I could have a morning or afternoon installation. I plumbed for the pm installation and was told that I would be contacted nearer the time by the moving house team. I hadn't heard anything by the 16th September so I called NTL again only to be told that this would be with the regional transfer team and so they couldn't help me :(
Move was a nightmare on the 17th but I was looking forward to the 19th and getting my internet and phone service back up and running. Needless to say nobody turned up and so I called NTL to see what the score was. The operator informed me that although I had indeed made the call on the 6th September no order was actually raised. I was told to call the following day and that CS would put me through to moving house team.
I called on the 20th and was initially told that NTL services weren't available on my street. I explained that the website allowed me to pick the postcode but that the house numbers that it offered weren't mine. The lady tried "another system" to set me up a new billing account and this worked so the earliest that they could get someone out was the following Tuesday, the 27th, yesterday. The lady said that she would apply a £20 credit to my account for the problems I have had. This time I got an SMS during the week confirming the details and so I had every confidence that there wouldn't be a problem.
The NTL crew true to their words turned up yesterday at about 4.20pm to do the install only to find that they where unable to route the cable from the cabinet to the pit which would then route it onto the point on the pavement. They pointed out to me that the pavements had fresh looking tarmac and so it sounded as though the ducting had collapsed. He said that he would then need to report back to his supervisior who would arrange for the construction team to come out. He took my mobile number and said that I would receive a call for when this could be scheduled in. Needless to say I haven't had a call all day.
I called today to see what was happening but it appears that they don't have any updated actions and again my mobile number was checked and I was told I would get a call back. As of now I've heard nothing!
Anyone have any experiences of the length of time I can expect to be waiting for a construction visit and then a rescheduled engineers visit.
Am I best off just calling BT and using them as there is already a BT line in the property?
Is there a complaints proceedure that I can use to log my issues?