Soulgirl
25-06-2003, 16:09
In fact - I have no packets at all!
Since early Sunday morning I have made numerous calls to NTL, both the faults line and customer service.
I was repeatedly told that it was a huge power outage and it would be fixed by certain times (different each time I called and usually by a recorded message). Quite annoyingly I was repeatedly told to power off my box and wait 10 seconds to 2 minutes to 20 minutes to see if service resumed. I know there are a lot of newbies out there but quite frankly they were taking the **** and stalling a callout.
By Tuesday still no service of either TV or Broadband...
24 June 03
4pm
Spoke to Tom
I explained that I had been expecting a call from a Supervisor since 11.30 am and that I was not happy that I would have to wait 5 days in total for my tv and broadband services to be reconnected.
He put me on hold to check.
He came back and said he was going to connect me to a supervisor and put me on hold again.
Keiran Owen came on the line. I explained again and he said he was going to call an area manager and put me on hold.
He came back and said no earlier appointments were available. He offered me 2 weeks free service on both tv and broadband. I asked for full refund of dial-up internet charges. He didnt give confirmation of that.
I said I wanted to excercise my right under the terms and conditions regarding significant reduction of service and my right to cancel. He then put me on hold to put me through to customer relations.
Time is now 4.15pm.
I was put through to Christina in Customer relations...
She listened to what I had to say about poor speeds etc and said that I could cancel but spoke to a technician who said it was was probably a problem with our box and could they replace it. I agreed but said I wanted it put on record that if I was still not happy, that I could cancel from today's date with 30 days notice. she agreed. She also agreed to fully refund the dial-up charges whilst waiting since yesterdays date 23 june 2003 whence I had to install the NTL dial-up service and upheld the promise of a refund of two weeks broadband connection and TV service.. thats a minimum of £36 PLUS the dial-up connection charges.
Watch this space!!
Since early Sunday morning I have made numerous calls to NTL, both the faults line and customer service.
I was repeatedly told that it was a huge power outage and it would be fixed by certain times (different each time I called and usually by a recorded message). Quite annoyingly I was repeatedly told to power off my box and wait 10 seconds to 2 minutes to 20 minutes to see if service resumed. I know there are a lot of newbies out there but quite frankly they were taking the **** and stalling a callout.
By Tuesday still no service of either TV or Broadband...
24 June 03
4pm
Spoke to Tom
I explained that I had been expecting a call from a Supervisor since 11.30 am and that I was not happy that I would have to wait 5 days in total for my tv and broadband services to be reconnected.
He put me on hold to check.
He came back and said he was going to connect me to a supervisor and put me on hold again.
Keiran Owen came on the line. I explained again and he said he was going to call an area manager and put me on hold.
He came back and said no earlier appointments were available. He offered me 2 weeks free service on both tv and broadband. I asked for full refund of dial-up internet charges. He didnt give confirmation of that.
I said I wanted to excercise my right under the terms and conditions regarding significant reduction of service and my right to cancel. He then put me on hold to put me through to customer relations.
Time is now 4.15pm.
I was put through to Christina in Customer relations...
She listened to what I had to say about poor speeds etc and said that I could cancel but spoke to a technician who said it was was probably a problem with our box and could they replace it. I agreed but said I wanted it put on record that if I was still not happy, that I could cancel from today's date with 30 days notice. she agreed. She also agreed to fully refund the dial-up charges whilst waiting since yesterdays date 23 june 2003 whence I had to install the NTL dial-up service and upheld the promise of a refund of two weeks broadband connection and TV service.. thats a minimum of £36 PLUS the dial-up connection charges.
Watch this space!!