Czajkowski

Last Monday 10th February, our NTL broadband went. Got home a bit late from Brussels so rang the next day to the ever helpful NTL <sarcasm!!> to as them nicely to fix it!  So once I got through the will you turn it off and on again ! and still the router wasn’t working I had to arrange for a engineer to come out.

So now it’s Tuesday and people in my house use the internet to work from home, the next available day was Friday 13th.  I asked them nicely to arrange for the engineer to come after 5 as people were working or not in the house.  Seemingly the working hours for a call out 9-1 and 2-6 Monday to Friday! Not very helpful if you work during the week and have to try and arrange a call out or take a half day from work.

Either way I asked could it be for after 5 as I knew someone would be home then or close by that they could get home. At 5:45 on Friday evening no sign of even an attempt of NTL showing. I give them a call only to be told, they tried to ring my phone during the day and also they had called to the house at 4pm but couldn’t leave a card to say they called due to security gates, which while they are there, had they gotten hold of me I could have gotten them in.

When the unhelpful NTL support engineer told me this, I was less than impressed! I explained to her that people work from home and need the internet. Her reply was I should get a business line and then I’d get next day repair! So basically if you’re an ordinary customer you get next available day which I’m now having to wait till February 18th! So no net till then!

I asked could you not tell the engineer to come late and specify a time, the ntl customer support engineer said no they could not tell their engineer to do that………… why the feck not! Surely it would make sense for them to come do a call out when there is someone there rather than call out nobody there, leaving a customer pissed off and have to organise another call out!

In this day and age it seems crazy that they don’t work weekends for call outs or longer days to accommodate their customers!Or you get told to get a business account, not very helpful or ideal, when you only work from home a day or two a week.

Yes while I have in the past praised their uptime and service of NTL, when it breaks it sucks donkey balls and is atrocious, and quite frankly has pissed me off no end this week and I’ve still no idea what time the engineer will call out on Wednesday even if once again I’ve requested a late call.

SERVICE WARRANTY

If you are not satisfied with services received from UPC, please call freephone 1908 where we will work to remedy your issue quickly.

I’d call a 9 day wait from the time I reported it to the 2nd call out not very quickly………..