Great service from Telewest....not

NW3 · 24-06-2006, 5:35 PM

I've been a Telwest customer for 7 or 8 years and decided to upgrade my existing digital set top box to a TV drive and keep the original set top box for multi room. I also took the plunge and had broadband and telephone installed.
The perfect Telewest customer!

Telewest engineer came last weekend to install everything except he had no record of my TV Drive so after calling his supervisor installed a second regular set top box. The supervisor then confirmed that an engineer would call last Thursday to install the TV Drive. Thursday comes and goes and no sign of the engineer. I call customer services who say they have no record of the second visit and get me the next available appointment in ten days time. When I ask them if they can do anything to prioritise the install I get a blank refusal and told there is nothing else available.

Am I being unreasonable or should they give me some kind of priority service? I'm frankly at the end of my tether with them. Even the staff seem to think it's "typical Telewest".

andrewjh009 · 24-06-2006, 5:54 PM

Just one of those things, i've had a missed engineer visit from sky, couriers etc, The Tv drive seems like a decent product for the money so i would just be patient.

essjay · 24-06-2006, 6:11 PM

Ask to be put through to disconnections, they will bend over backwards to keep your custom.

25-06-2006, 9:38 AM

I am not surprised some engineers do not make it to you though.

My TVDrive was installed 2 weeks ago. Was lucky to be the first one the engineer came to. Was one of the best engineers I have had with an actual interest in the technology that you could have a lower level of detailed conversation about the kit and setup, but he was still with me for 2 hours, because of the crappy support he had.

He had to keep cycling 2 TV Drive boxes to get one to register the TV Drive service and 4 different support people he called. The forth person knew what they were talking about and managed to get the box registered.

Turned up with the HDMI cable and replaced the crappy 'replace batteries continuously' remote I had on the original box now being used in the bedroom.

In summary. Whilst he was there 2 hours, he actually did work for 30 minutes. The rest of the time was wasting time with poor back office support and waiting for the 15 minutes register box duration.

25-06-2006, 9:38 AM	#4
drpeace Guest Posts: n/a	I am not surprised some engineers do not make it to you though. My TVDrive was installed 2 weeks ago. Was lucky to be the first one the engineer came to. Was one of the best engineers I have had with an actual interest in the technology that you could have a lower level of detailed conversation about the kit and setup, but he was still with me for 2 hours, because of the crappy support he had. He had to keep cycling 2 TV Drive boxes to get one to register the TV Drive service and 4 different support people he called. The forth person knew what they were talking about and managed to get the box registered. Turned up with the HDMI cable and replaced the crappy 'replace batteries continuously' remote I had on the original box now being used in the bedroom. In summary. Whilst he was there 2 hours, he actually did work for 30 minutes. The rest of the time was wasting time with poor back office support and waiting for the 15 minutes register box duration.
	Quote