The fact that you have paid for a service does not mean that you can expect to get a good service!! As far as ntl are concerned, send them an invoice for the lost time you have incurred. If you talk money at them they may be interested, but don't hold your breath!! I've said it before and will say it again, there service on all three services I had from them for a year was terrible. The other alternative is to withhold a months payment ie. stop the Direct Debit for a month until such time as they correct their problem!! I suspect they will then leap in to action! I wish you luck.