Phone disconnection woes

KbdNoOni · 30-03-2004, 08:55

NTL disconnected my phone on Wednesday (24/03/04).

They have no idea why (all bills paid etc.).

After several days and numerous phone calls with people promising to call back (and not) someone actually did call me back.
I have been promised everything from a couple of hours to the next day, for reconnection. They're reconnecting me on Thursday (01/04/04)!

A whole week.

If I phone up about the TV I seem to be able to get an engineer out the next day (yes I know that they are probably different).

I wan't too unhappy about the disconnection.
I am unhappy with the poor sods in the call centre for the broken promises on people phoning back.
I am really unhappy about the crap service, the run around, the broken promises, the feeling that my custom is not valued.
I am angry with what seems to be poor procedures in escalating complaints.
I am really very angry about feeling completely and utterly powerless.

I have a very sick wife and really need a reliable service (and explained that to them).

I also have cable TV and cable modem: they can take the fscking lot and shove it.

Paul Hounslow
Reading, England http://www.triagonal.co.uk/pmh/

Neil · 30-03-2004, 09:02

Hi, & welcome to the site.

That really is disgusting. I have a feeling (may be wrong) that all Telco providers have to provide by law a working telephone line (for obvious emergency reasons), & that there is no way you should have to wait a week-especially when it appears not to be your fault.

Did you get the names of any of the people that you spoke to?

Contact the MD for your region if you feel all your other efforts have failed.....

Mr Chris Slattery-Managing Director, South Business Unit
Location: London Docklands
Telephone: 020 7746 4588
E-mail: chris.slattery@ntl.com

Good luck, & let us know how you get on.

GazzaB · 30-03-2004, 09:08

Hi Paul, I too cannot understand why reconnection would take so long in this instance.
As this is a previously connected line Ntl should be able to reconnect the line in office, there must be some technical reason why they can't do this or some complete incompatent has followed the wrong reconnection process!
If there is a lifeline requirement for the phone they should be pulling out the stops to get you connected, this doesn't appear to be the case here!

Oh yes and welcome!

KbdNoOni · 30-03-2004, 09:38

Quote:

Originally Posted by Neil

Hi, & welcome to the site.

That really is disgusting. I have a feeling (may be wrong) that all Telco providers have to provide by law a working telephone line (for obvious emergency reasons), & that there is no way you should have to wait a week-especially when it appears not to be your fault.

Did you get the names of any of the people that you spoke to?

Contact the MD for your region if you feel all your other efforts have failed.....

Mr Chris Slattery-Managing Director, South Business Unit
Location: London Docklands
Telephone: 020 7746 4588
E-mail: chris.slattery@ntl.com

Good luck, & let us know how you get on.

Thanks.
No answer (so far).
Isn't that a suprise...

KbdNoOni · 30-03-2004, 09:40

Quote:

Originally Posted by GazzaB

Hi Paul, I too cannot understand why reconnection would take so long in this instance.
As this is a previously connected line Ntl should be able to reconnect the line in office, there must be some technical reason why they can't do this or some complete incompatent has followed the wrong reconnection process!
If there is a lifeline requirement for the phone they should be pulling out the stops to get you connected, this doesn't appear to be the case here!

Oh yes and welcome!

Ah, I forgot to say that the disconnection notice was on the 29 February (apparently) and that they claim to have disconnected me at the street!

Thanks for the welcome

Neil · 30-03-2004, 09:45

Can anyone else supply a number for Mr Slattery?

KbdNoOni-I would suggest that you at least email him, as his PA will see that mail the moment it arrives (shared mailboxes)

KbdNoOni · 30-03-2004, 10:06

Quote:

Originally Posted by Neil

Can anyone else supply a number for Mr Slattery?

KbdNoOni-I would suggest that you at least email him, as his PA will see that mail the moment it arrives (shared mailboxes)

Thanks. Done.

Neil · 30-03-2004, 10:12

Quote:

Originally Posted by KbdNoOni

Thanks. Done.

Cool, let us know what happens.

KbdNoOni · 30-03-2004, 12:45

Quote:

Originally Posted by Neil

Cool, let us know what happens.

Well, I've just (~12:15) had a call back from Mr Slattery's PA.
She was very apologetic and promised to get Customer Complaints to call me back. They called about five minutes later. They were also very apologetic.

NTL are calling me now! That is at least some sort of a result.

Now we have to see what happens.

Only a little bit cross now.

Neil · 30-03-2004, 13:13

Quote:

Originally Posted by KbdNoOni

Well, I've just (~12:15) had a call back from Mr Slattery's PA.
She was very apologetic and promised to get Customer Complaints to call me back. They called about five minutes later. They were also very apologetic.

NTL are calling me now! That is at least some sort of a result.

Now we have to see what happens.

Only a little bit cross now.

Good stuff-keep us informed.

KbdNoOni · 30-03-2004, 15:48

Well, we now have a phone.

Unfortunately it is a different number (our old second line before we got the cable modem).
We were also ex-directory and had CLI blocked which we don't have anymore.

Neil · 30-03-2004, 15:51

Quote:

Originally Posted by KbdNoOni

Well, we now have a phone.

Unfortunately it is a different number (our old second line before we got the cable modem).
We were also ex-directory and had CLI blocked which we don't have anymore.

Oh dear.

What are they proposing to do about it, & why have they not given you back what you had, & more importantly-why did they remove it in the first place??

Simon Rochelle · 30-03-2004, 20:54

A telco does not by law have to give you any working service, i think the only one that does is BT, and thats provided they are able to provide service to you at a reasonable cost, e.g, the only time they wouldnt is if they had to lay several miles of cables in the outer hebrides or something.

It will also most likely be within the terms and conditions of your contract that they can terminate service with you at any time, without notification probably for no reason.

That then leaves them the cushion that if they do accidently knock of your service, they can spend as long as they like putting it back on, as contractually, they have terminated your last contract and so are not under any contract with you to reproivde service in a set number of days.

The best thing you can do is to breathe down there necks and upset the people on the other end of the phone constantly asking for escalations to managers until someone gets someone out the next day. I have a lot of experience with call centre work, and the best way to get results is just to upset people until they get sick of hearing your voice. Also, attempt to apply for compensation due to the 'hardship' this has caused you, maybe a months free line rental or more etc etc.

KbdNoOni · 31-03-2004, 10:43

Well, I now have a working phone and my old number back!

Many thanks to everyone for all the help.

I would also like to that Rebecca(sp?) in Customer Complaints (I think) at NTL for being helpful, calling me back when promised, and most of all for sorting it out!

Stuartbe · 31-03-2004, 11:58

Another Cable Forum Success story

Glad we could help.