CALL CENTRE CHAOS AS TELEWEST GOES OFF LINE

15-10-2006

Thousands of Telewest customers in the Birmingham area lost their phone service this weekend - while viewers in Hampton-in-Arden have had to make do without the telly. Needless to say, it's been next to impossible to get useful info from staff at their Indian call centre.

The company's automated helpline revealed that phones across the B37 postcode area - covering parts of Solihull - were out of operation yesterday, while the TV reception was affected for home linked by cable inB92, around Hampton in Arden.

There were problems elsewhere across Telewest's local network too. One reader in Bournville told us her home number has been changed without her knowledge.

That means she isn't receiving any calls, and can't access any messages left in her voice mailbox. She only discovered the glitch by accident when she rang out, and an unusual caller number appeared on her friend's mobile phone.

“For all they know, I could be waiting to hear some important information about a job or a family member, or I might be the lifeline for a sick or elderly relative” said theTelewest customer.

“When I discovered the problem and rang India, they couldn't understand what I was going on about, so I've now rung four times to try and get some satisfaction.”

Telewest announced a merger with ntl earlier this year, and both companies have been shedding staff in the UK, and relocating call centres to India. There's still no word on when the problem will be solved, or what has caused it, so watch this space.