Re: Tech Support to be charged at 0871 rate from 8 May
 

Err I'm missing the bit where the 0845 call to Ntl customer services costs more than the 0870 call to Sky.

Perhaps you can explain that to me.

Oh and while your at it explain how Sky could help fix any broadband issues that you have?

Ntl will still be cheaper for customer service and faults call than Sky.

Re: Tech Support to be charged at 0871 rate from 8 May
 

Because the magority of calls to ntl are due to fault's with their tv or broadband!

---------- Post added at 12:49 ---------- Previous post was at 12:48 ----------

will the 0845 number cover calls relating to faults with the tv service?

I thought it was an 0871 number for faults and an 0845 number for customer services?

Re: Tech Support to be charged at 0871 rate from 8 May
 

We could actually keep this thread on topic please - If you don't mind. This is not a thread to be discussing 'notes left or not left on customers accounts' nor is it a ntl vs Sky thread either. Thank you.

Re: Tech Support to be charged at 0871 rate from 8 May
 

Please refer to thread #91

Your a little slow today Mick I was waiting for it! :D

Re: Tech Support to be charged at 0871 rate from 8 May
 

No I am not a little slow at all - I have only just entered this thread for your information. ;)

Regardless - Please do not discuss publicly a team members request - such posts are subject to deletion.

Re: Tech Support to be charged at 0871 rate from 8 May
 

The 0871 number will be purely for Broadband faults. General CS and TV/Telco faults are on the 0845 number.

Re: Tech Support to be charged at 0871 rate from 8 May
 

WoW am I taking a public beating in here today!

Helpppppppppppppppppp!

:LOL: :Peaceman:

Where is it stated by NTL that the 0871 number is only for reporting faults relating to broadband?

Just to add in the statment given to cable forum by NTL their price comparison indicates:

ntl – Cust Services and Faults
Day – 4.45
Evening – 1.75
Weekend – 1.45
SKY – General enquiries
Day – 8.10
Evening – 4.30
Weekend – 2.75
Freeview – All queries
Day – 8.10
Evening – 4.30
Weekend – 2.75


But this is in fact only the 0845 NTL call rate right?

They did not see fit to put the 0871 charges in the list?

Re: Tech Support to be charged at 0871 rate from 8 May
 

Regardless, I don't think customers should have to pay ntl (or anyone for that matter) to report a fault for a service that they are renting from ntl.

ntl should have used their brain (silly me :rolleyes: ) & continued the free phone contacts to ntl phone customers as an incentive to customers that don't have an ntl phone line to take up their (still inferior to BT's) phone service.

Instead they just decide to go with a system that makes money out of people phoning to report a fault with their ntl service. :nono:

Surely it can't cost them money to route a call from an ntl customer to an ntl call centre across the ntl voice network? :dozey: :td:

To me it just smacks of being a stealth price rise.....

[Edit]-Surely if they wanted to move away from freephone numbers, all they have to do is have customers ring the landline number for the call centre/department-eg 01234-567 8910?

That way, people could at least have the option of using their free phone call allowance. :tu:

I can;t see anything but another ntl money making scheme that they're trying to disguise as an improvement....

This made me laugh:

What a load of BS-Harmony anyone?. :td:

Yuh-huh....

I think Frank may have something to say about that.

Sounds ok so far.

So what's the reason for the change then?

1) To "make it easier for customers who want to get in touch"

2) To match competitors who charge for calls & make ourselves a nice pile of cash from our customers at the same time?

(I know which one my money is on)

People have been complaining for years that they get subjected to the old CS-BS© where they get promised a call back from a Team Leader/Manager etc that never happens, why are we supposed to think this is going to change?

ntl are simply trying to make aquick buck from their customers & trying to dress it up as a good thing. :rolleyes:

Re: Tech Support to be charged at 0871 rate from 8 May
 

And I'm assuming you have good evidence to back that up?

Re: Tech Support to be charged at 0871 rate from 8 May
 

Post 1 in this thread. :rolleyes:

For a good while in 2004/2005 the only way to speak to broadband support was to dial a chargable number. There wasn't a direct IVR path and we were blocked from transferring calls to the tech support line.

Re: Tech Support to be charged at 0871 rate from 8 May
 

Yes I do, this forum! ;)

Re: Tech Support to be charged at 0871 rate from 8 May
 

The number of registered users on this site is under 10% of ntl's total customers.

This site started out as a complaint site against ntl.

Hardly good evidence is it?

Re: Tech Support to be charged at 0871 rate from 8 May
 

But nobody else has confirmed this have they?

Other than that one poster, and I am not saying he/she is wrong or anything before we go down that road! :dozey:

And if that is correct I gather it won't be long before they start an 0871 number for reporting tv faults to if the money is being made by the bucket load via broadband faults!

Re: Tech Support to be charged at 0871 rate from 8 May
 

Convenient that isn't it? :rolleyes:

Re: Tech Support to be charged at 0871 rate from 8 May
 

As I said it's very easy to fiddle the figures!

&

You actually think NTL want to use this site to promote their business?
I think not!

(That is why NTL do not have an official forum board of their own. It would be bad for business!)

It is nothing more than a site where NTL's customers are forced to come to to get the help and support they should be getting from them!

I am not putting the cable forum down here, and you guy's do go out of your way to help as do one or two NTL staff!

Had I of know about this site prior to signing up with NTL then I would never have become an NTL customer after reading many of the horror story's!

Re: Tech Support to be charged at 0871 rate from 8 May
 

Ok that's got nothing to do with what you and I are discussing. You've made a statement which you've presented as fact. If you do this then you ought to be able to back it up with evidence which you clearly do not have.

If you'd said..

"I think/believe the majority of calls to ntl are due to fault's with their tv or broadband"

..then I'd have no arguments with that at all as you're entitled to your opinion. I've already proven one of your statements wrong about ntl (that they are all muppets), let's not offer me another chance yeah?

Re: Tech Support to be charged at 0871 rate from 8 May
 

I made that comment because you stated:

This site started out as a complaint site against ntl.

Well in my opinion it still is in a way! Well for NTL's customers or am I wrong about that?

Ohhh and just to add you are right, I should be more carefull about how I express my opinions in future! ;)

Re: Tech Support to be charged at 0871 rate from 8 May
 

Almost wrong - it's for Telewest customers too.

So are we agreed that your statement about the majority of calls to ntl are for faults was based on your opinion seeing as you have no solid evidence whatsoever?

It's like me saying "All Swansea people are layabout unemployable scroungers who are after something for nothing". True, some Swansea people might be like that, but not all.

---------- Post added at 14:49 ---------- Previous post was at 14:49 ----------

Good idea.

Re: Tech Support to be charged at 0871 rate from 8 May
 

You have been to swansea then! :LOL:

Hey I just had a thought, NTL have a base in swansea, maybe that's why their customer services are total crap!

But then again, people have commented on how good swansea CS are! :D

So it can't be that!

Re: Tech Support to be charged at 0871 rate from 8 May
 

generally the press releases are produced by the Iraqi communications officer 'comical Ali'. the same idiots who produced the press release re 10meg speed problems being down to the customers equipment. It's all about bending the truth.

http://www.cableforum.co.uk/article/...b-speed-issues

how can I take their press releases seriously after reading that pile of bull.

Re: Tech Support to be charged at 0871 rate from 8 May
 

Who is staff, Not as knowledgeable as you make out are you. ?

---------- Post added at 15:39 ---------- Previous post was at 15:30 ----------

I will back you 100% on that. I think i know my way around NTL broadband. :angel: , However no matter how much i tried i could NOT get 10 meg between 6.00pm and midnight but i could at any other time, it was like a switch being clicked. That to me shows that they are throttling the connections on 10 meg. So that statement by NTL in my opinion is complete bull****. Funny how when asked via email if they were bandwidth throttling they did not reply and that includes a email to the man in the know himself. So i now take it as read that they ARE and are therefor in the process of changing my phone line to BT and then to BE for adsl2+.

Re: Tech Support to be charged at 0871 rate from 8 May
 

The nearest thing this forum has to a staff (assuming you mean forum staff) are the admins and mods. Bill is neither.

Even if he were forum staff, it doesn't automatically follow he would be pro NTL.

Re: Tech Support to be charged at 0871 rate from 8 May
 

They're honestly not throttling Bill - the technology isn't in place!

Re: Tech Support to be charged at 0871 rate from 8 May
 

PM sent ;)

Re: Tech Support to be charged at 0871 rate from 8 May
 

"there is no throttling on our network and all your problems with the 10meg service are nothing to do with us"

"we are not charging you to call our 0871 number in order to make money"

"Your pc - its processor power is the reason your 10meg connection is slow"

Re: Tech Support to be charged at 0871 rate from 8 May
 

:LOL:

So my fx 55 processor and 2 gig duel channel ram is not good enough :Yikes:

Re: Tech Support to be charged at 0871 rate from 8 May
 

You do now:D

I've been happy with the service, but can't say that I approve of being charged to report a fault, just wonder if this breaches fair terms and conditions.

Re: Tech Support to be charged at 0871 rate from 8 May
 

I'm sorry that was me, what have I started :rolleyes:.

Re: Tech Support to be charged at 0871 rate from 8 May
 

:LOL:

Re: Tech Support to be charged at 0871 rate from 8 May
 

It is a great pity that competition in the telecoms market has resulted in BT providing the best overall service.

Yes you can save a bit here and there on phone calls, but overall BT are best for a standard residential phone line. Better than ntl, who are in turn better than ALL of the "third party resellers" like Talk Talk, Toucan, etc, they are fine until you report a fault, at which point thye blame BT and wash their hands of it!

Here's my recommendations based on being employed in the industry:

Telephone: BT. It's also usually worth getting an account with 18866.com or their sister company 1899.com to shave the call costs in the day time.

Broadband: Generally if you can get it I would say go with ntl, in most areas it works very well. If not - BT again! Their product isn't the cheapest but it's the best and it's the easiest to set up.

TV: Unless you want sports and movies and can't live without UKTV Gold, get Freeview. If you've never tried it, it's loads better than you probably think. If you MUST have the expensive channels. it has to be Sky. NTL's cable TV service is way, way, way inferior even to Freeview these days.

Re: Tech Support to be charged at 0871 rate from 8 May
 

I wouldnt moan so much if tech support is exactly for that, but its the number I have to call when something is burped at ntl and now I have to pay them to explain to some min wage guy in asia that their service is borked.

---------- Post added at 21:26 ---------- Previous post was at 21:20 ----------

Sky has a lower churn rate tho, it is clear ntl has a cancellations problem with them having to be so agressive to sell products.

Also personal experience has shown me everyone I know who has sky apart from you bill is generally more satisfied then people with ntl. Ntl was good because it was cheap and a all in one service. However the cheap factor is soon dying out, and within a year or so it appears sky will be able to offer a triple play service.

---------- Post added at 21:29 ---------- Previous post was at 21:26 ----------

heh I guess that means you just sent him proof it is in place.

---------- Post added at 21:30 ---------- Previous post was at 21:29 ----------

:LOL: :LOL: :LOL: :LOL: :LOL:

Re: Tech Support to be charged at 0871 rate from 8 May
 

;)

Its very shocking to see how many new threads have been started over the last few weeks with traffic shaping as part of the question. I think we need a answer from NTL but there again i heard hell would freeze over first.

Re: Tech Support to be charged at 0871 rate from 8 May
 

They never added BT or Bulldogs 0800 numbers either!:rolleyes:

Re: Tech Support to be charged at 0871 rate from 8 May
 

if the shaping were there look at it this way.

£37.99 for 75 gig cost 50.65pence per gig
£24.99 for 600 gig cost 4.165 pence per gig
£17.99 for 300 gig cost 6 pence per gig

The point I am making is there that if ntl are shaping if anything it should be the lower 2 tiers to ensure the people who pay more (almost 10x more per gig) get what they pay for. But instead their shaping appears to just throttle the top tier to ensure the lower 2 tiers stay maxed out.

Re: Tech Support to be charged at 0871 rate from 8 May
 

I would think it would do. This from my angle would hopefully prevent cost cutting in other areas of the business to pay for these things, which in turn will benefit all customers.

Re: Tech Support to be charged at 0871 rate from 8 May
 

Didn't think you cared:

http://forum.digitalspy.co.uk/board/...9&postcount=17

Re: Tech Support to be charged at 0871 rate from 8 May
 

Wahey!!!!

Busted :D

Re: Tech Support to be charged at 0871 rate from 8 May
 

:LOL: Now that has made my day :tu:

0845 0870 numbers
 

Ntl have today informed us that calls are going to be charged at 5 p a minute using the 0845 format. Are they trying to kid us that this is a good idea! Whats wrong with calls at national rates, they're cheaper.
Have a look at the 'saynoto0845numbers' site. We should resist by not using them.

Re: Tech Support to be charged at 0871 rate from 8 May
 

In his defence, if you read on, he's actually talking about Sky getting rid of their freephone number loophole.
He says he doesn't mind Sky charging as they their Customer Service is better, and they are open 24 hours a day.
He says he has a problem with ntl charging because it is poor CS and more money?:shrug:
Anyway, just thought i'd point that out.:)

Re: Tech Support to be charged at 0871 rate from 8 May
 

:LOL: :LOL:

I could traffic shape (which is what I think the discussion refers to) with a not very expensive Cisco router.

I could comprehensively throttle on usage with a router and a AAA server.

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

Just received my "ntl: insider" email with details about the new numbers, but the charges they quote are when phoning from an ntl line only:-

"Calls cost no more than 5p per minute for 0845 numbers and 10p per minute for 0871 numbers from ntl a landlines. All chargeable calls are subject to a 6p connection charge. Calls from non-ntl lines may vary."

Being with BT, I had a look around on the internet.
The 0845 number will cost me no more than 3p/min (inc VAT) and there is no connection charge (although there is a minimum charge of 4.2p per call).

The 0871 number is not a national call number, but a "contactcall" number. This can be charged at anywhere between 0.5p/min to 10p/min. ntl have chosen to charge the maximum of 10p.

So ntl are actually charging their own telephone network users 2p/min more than BT customers for phoning customer support (plus the 6p connection fee).

Re: Tech Support to be charged at 0871 rate from 8 May
 

Thank you Pia for adding that, as I have said before it's easy to take snippets to make a person look bad ain't it guy's! ;)

I don't mind paying when it comes to sky or most other businesses!

I do when it comes to NTL, simply because in my opinion sky get it right first time, so have all other businesses I do business with! :tu:

NTL takes many calls to get even the simplest issue resolved, and even then it does not always get resolved and you end up having to post here on this site in order to get your issues resolved! :dozey:

NTL have very poor CS you know that and so do I, and I have not been busted at all! ;)

If it was a case of one call and all was ok again with NTL then it would not be so bad. However that is not the case with NTL as far as i'm concerned!

Re: Tech Support to be charged at 0871 rate from 8 May
 

In his opinion. BillC and others have had a real problem with Sky (I'm in the middle of getting my Sky+ box replaced as it's fubar). Either paying to call a company is o.k. or it's not, you can't slag one company for it and not another. He has the I'm alright Jack mentality (he has no need to ring Sky constantly so it's o.k. for them but not Ntl), seems like double standards to me Pia. :(

Edit -

Point proven. :rolleyes:

Edited - to change , to a . :erm:

Re: Tech Support to be charged at 0871 rate from 8 May
 

If it was a case of one call and all was ok again with Sky then it would not be so bad. However that is not the case with Sky as far as i'm concerned!

Does that ring a bell

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

Took you a long time to come up with that response didn't it Bill!

Shaun please point out who the others are? Because I can no doubt double your responses by giving the user id's of people on here! there seems to be a hell of a lot more complaint's on here about how NTL is run as a company and about the way their CS handle things than their is on DS about Sky!

From what I can see on DS the only complaint there is about sky is their 0870 number!

I would say you have proven nothing, other than bill has had a major problem!

I have had 16 boxes replace by NTL in 10 months, now that is what I call bad!

And as a proven point I will be give notice on my Broadband at the end of the month, I will have to wait till then because of the latest co*k up on my bill! As I said I talk with my wallet not with my mouth!

And just to point out, I am not trying to turn this into a Sky V's NTL thread. If Sky are wrong I will be the first to put them down too! Sky are not the all and end all!

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

Read for yourself, I pulled your post from over there.

http://forum.digitalspy.co.uk/board/...splay.php?f=35

You can't slag one company for something and then be a fanboy of another for the same reason. I may not agree with 0870/0845/0879/090 numbers for support but at least I'm consistent about it.

I'm bored with your waffle now, so I'm off to find something more interesting to do if that's the best response you can come up with. Consider yourself still busted mate.

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

Ummmm yes I can, Because when I sign up for something and they have an 0870 number then I accept that, Plus I get satisfaction of knowing when I call them my issues will be resolved with just one call.

This is not the case with NTL, When I signed up it was a freephone number, it is now chargable, Do BT charge NO!

Plus I know that NTL do not make any record of any calls, or at least very rare they do!

And if you want proof just try viewing my notes!

Just to add, take a look around these forums for proof of the amount of people who have spent hours on the phone trying to resolve the simplest of faults/errors!

I suppose you think they deserve to pay for the privalige!

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

That's because DS is a media site.

Yeah just like you 'know' all ntl staff are muppets and you 'know' that the majority of calls ntl take are people reporting faults. :dozey:

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

Shaun, I just wanted to say that the major results on DS are down to a customers equiptment, most of which are because of alignment problems. (Loss of picture etc...)

Please point out a load of posts that complain about Sky's CS & billing?
(any you can point out, no doubt can be matched ten fold on here!)

There are many people moaning about the 0870 number but that asside?

Let's not forget, the equiptment ain't sky's it's the customers and if they don't like the FREE equiptment they are given then why not put your hand in your wallets and pay for better like I did!

EDIT: that was a poor reply you gave above mate!

DS has a forum, it maybe a media site but it is just as popular as this one!

Ohhhh and I stand by the above comment 100% you and I know loads of people have encountered probs and called back just to be told their is no record of any previous call!

Even more so when it comes to cancellations, how many people have had their credit ruined due to the fact NTL have been billing them for months after they ended their services?

Just to end up getting letters and calls from debt collection agencies!

I guess in your eye's they deserve to pay to contavt NTL just to get those issues resolved!

You know as well as others at what i'm saying holds some truth to it, that's why you bite back so hard!

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

You really are a touch aren't you

At least try to read what I write.

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

Anyway as Mick pointed out earlier, this is starting to sound like a Sky V's NTL thread, and although our opinions differ I am man enough to point out when we are going off topic!

I have said what I think and I will let everyone come to their own opinions on this!

I have spoken with my mouth, my wallet and my feet! ;)

I don't need to say anymore!

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

More irrelevant waffle. At the end of the day your point of view is that Ntl can't (or shouldn't) charge because you have to call them often. Hower Sky can because (in your experience, not that of all Sky customers) you don't need to ring them often. Again you're alright so sod everyone else.:rolleyes:

I'd hate to get into a round with you at the pub.

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

Please reffer to the above thread as I ain't going to bite!;)

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

Do yourself a favour and please stop pressuming to know what I know. You can dress your opinion up as fact all you want but you have no evidence whatsoever to back it up.

Twice in the last few days you've conceded defeat when you've put your opinion forward as fact. Shall we try for the hatrick?

This is a site which most people stumble upon when they've had problems with ntl. DS is a media site which is far more generic - it has 25 seperate forum areas, only 2 relate to ntl.

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

Please reffer to thread number 152! :tu:

Thank you

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

No problem - cop outs are always fun to watch.

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

You as a cable forum team member should know better Russ D, this is leading to a sky v's NTL thread and that is not what I want. And as Mick pointed out earlier enough is enough. I know when to stop and so should you!

If I continue to respond then no doubt I will end up with a Ban or something as sure enough Mick ain't going to have a go at you now is he?

As I have said reffer to post 152 for my response to any future posts you or anyone else makes against me!

Let's just leave it there.

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

It's nothing to do with ntl vs Sky, it's about you making claims which you cannot back up. No need for me to stop as I've not entered any arguments about the good and bad of either company.

All forum users are subject to the site's T&Cs.

If you are going to continue discussing this subject then I suggest you don't dress up your opinions as fact because you have a shining record of being shot down.

By all means have an opinion but bear in mind that's all it is until you have concrete proof.

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

I think the biggest problem is that NTL gave us free CS before, and now they are charging. But the likes of Sky have charged for the calls for a long time now so it's not a problem, just the way it is:shrug:

People don't mind paying for stuff, but when they had it free and now they don't, it's always a bummer.

People will get used to it, and will forget all about the free number soon enough.

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

It is compulsory for every agent on every call to log on a comment / Fault report on the account. Faults agents on average get Quality evaluated three times a month. If they do not leave log notes on the account and make the mistake 2 times within six months = informal warning, disciplinary etc. Agents who do not leave notes find they do not have a job pretty quickly.

In terms of recording of calls, calls are only recorded for Quality and training purposes only, as stated to you when you call NTL.

From the posts I've read in the DTV / Telco faults section here, most the queries should be solved first time within NTL, as long as the customer has clearly explained the problem and gone through to the correct Department (like some who report a fault to customer services and wonder why it's never resolved etc). Some faults do take a long time to fix and are more complicated than others, mistakes are made, sometimes those faults are not resolved first time round. I don't deny that happens. But you will find that in every company, not just NTL.

To get back on topic, I don't really have an opinion on whether the line should be chargable or not. Technical support has been chargable for a while now so it was inevitable that at some point Customer Services would be chargable too. However, NTL has invested a lot of money in the long term future of the company and its employees. It has taken more staff on, it provides better training and incentivex for its staff and there is a real drive to make quality improvements for the customer. To the cynic, you may argue NTL should be providing that already, maybe so but at least the company is doing everythng it can to improve the situation. You won't see the immediate effects of this, but in the long term it will mean shorter call queues and a better overall service.

Anyway thats just my opinion :)

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

Pinkypants I guess either a lot of reps I talk to are getting reprimanded or ones I call after arent reading their notes because when I ring TS I get the impression my calls are not been logged. I always get told I havent rang up when I have.

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

Joined this forum when incensed about the 0845 fiasco and am now wondering what difference it makes to the all powerful at NTL et al. Do they monitor this site for the few customers who actually voice their dissent? Or are we just whistling in the breeze.
Just filled in their questionairre re customer service, and included as much as possible in the comment boxes. To be fair I haven't had a tremendous amount of problems with their equipment, and their hard pressed service engineer did what he could with his limited resources. Its the billing mistakes I find hardest to bear.
On the forms I think they could do with questions you answer such as:

What do you really hate about ntl?
How can we improve our service to you?
How long do you think you should wait for an answer when contacting us?
How long do you actually wait before you throw the phone at the settee in disgust?

But their staff would be engaged in reading the millions of replies instead of answering the phones!


I really hate the web site as that takes you round in circles until you just give up - I may have missed some hidden link, but I cant find a way to contact them on line - and I definately am not ringing to voice my opinions, waiting half an hour and now to pay for the priviledge is a bridge too far.:nono:

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

Could always use the Responstek form to complain or cite any issues. NTL do respond to it.

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

Yeah but where is the section to make a stink about charging for Tech and CS calls?:erm:

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

Re: Tech Support to be charged at 0871 rate from 8 May
 

Yet, in my experience, Sky is far more agressive.. Look at the continual advertising on TV, in the news papers,in the cinema, in shopping centres.

Re: Tech Support to be charged at 0871 rate from 8 May
 

The latest Sky financial figures put their churn level at just over 10%

The Ntl figures for the same timescale put their churn at 1.2%

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

that could indicate that NTL make better rentention incentives whereas SKY dont care if you leave.

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

advertising and selling products at a loss I see as 2 different things. Ntl sell at a loss to keep and gain customers.

Oe do they make a profit from the £2 I pay them for skysports.

Re: Tech Support to be charged at 0871 rate from 8 May
 

That would be annual churn and monthly churn mate. I find the idea of ntl having a 1.2% annual churn hilarious.

EDIT: It's actually 1.5% monthly churn rate according to page 16 of that PDF, 18% churn a year, with Telewest at 1.2% monthly / 14.4% a year. NTL stated it down to 1.2% monthly churn earlier on based on higher than normal moving.

Still a crap churn rate nonetheless, worse when factoring in the obscene deals that tend to be offered to stay on.

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

that's churn during the 3 months reported.

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

Hmmmm, seems a bit confusing. I suppose thats just classic fudging of the figures.

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

No it's monthly churn over that 3 month period, though churn stayed fairly steady for the year. I was quoting from the historical figures presented, read the page (16) of the PDF Dezzo linked.

Dezzo - ntl have to fudge the figures, they still lurch into and out of EBITDA negative territory, and are still net loss making. Telewest's better profitability does help a bit :)

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

yeah I was reading page 3 which is extremely misleading - towards the end it talks about churn but fails to mention we're refering to monthly despite it being headed on the page as the quarter's figures.

anyway 1.5% per month is higher than 18% per annum isn't it - don't you have to compound that 1.5% to make an APR of churn?

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

Nope it's not cumulative. It's an average figure based on churn per 3 months and yearly.

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

Obviously the people who used to do the Enron accounts have found a new job with Ntl.

ya gotta be kidding we have to pay to report a fault ???????????????????????????????????
 

Re: ya gotta be kidding we have to pay to report a fault ???????????????????????????????????
 

umm right... firstly, learn some forum Etiquette and fix that broken caps lock or here's a link to a new keyboard. http://www.ebuyer.com/customer/produ...duct_uid=83085

Also, there's a spell checking extension for most browsers these days. And you could have posted this in the afformentioned thread.

Oh!

:welcome: to CableForum

Re: ya gotta be kidding we have to pay to report a fault ???????????????????????????????????
 

ok great reply , and so anything constructive to add???????

Re: ya gotta be kidding we have to pay to report a fault ???????????????????????????????????
 

Woo! you found the Caps lock!

Re: ya gotta be kidding we have to pay to report a fault ???????????????????????????????????
 

The Cable modem tech sup was an 0845 number for ages

Re: ya gotta be kidding we have to pay to report a fault ???????????????????????????????????
 

Yeh remember when you have to phone this number please ask Mummy or Daddy's permission.

:D

Re: ya gotta be kidding we have to pay to report a fault ???????????????????????????????????
 

When I had a problem with my cable modem last November, I phoned the CS number (0800 052 2000). One of the options was to report a fault with a cable modem. AFAIK I wasn't charged for the call.

Re: ya gotta be kidding we have to pay to report a fault ???????????????????????????????????
 

yeah but 150 worked and still works, if that goes its gonna be considered a change from freephone to national rate.

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

150 hasn't worked in some areas for some time, it didn't work at my old house, however 0800 052 2000 did.

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

odd, I rang the 0800 today and their is a message say use 0845 number which works. But 150 is still working.

Re: ya gotta be kidding we have to pay to report a fault ???????????????????????????????????
 

Unless you dialled 150 and picked an option for TS :)


Well, I think EVERYONE here should send an email to them and complain. Why should we pay for the problems They cause.

After all we dont ring them unless there is a problem. So if my cable modem breaks down, I now have to pay to get them to fix it. Or if they over charge me on my bill, I have to pay to get them to correct it !

NO WAY !

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

I'm happy to pay for the phone call to CS if the problem is caused by me.
At the moment, the Bromley area seems to be affected where there is no sound for BBC1 on Channel 1 - the 92x variants are OK.
Ntl don't have a web-page to publish TV faults* and appear willing to cream money from customers reporting a major fault with their service - in this case I think the call should be free (even if it means Ntl refund you the cost of the call).

*Any mod or or someone with contacts in Ntl - how difficult would it be to achieve this? It's done for BB faults - bl00dy annoying to find something wrong with tele and you know CS is shut after 8...

<<edit: should have read "where there is no sound...">>

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

A web page for known TV faults is currently being considered, but given the current merger-related turmoil, don't expect it anytime soon!

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

So much turmoil that they decide to charge through the nose for there mistakes/incapabilities!

Still, nice little earner to keep the shareholders happy eh :(

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

NTL.....I`ve had it with you.
Its bad enough I have to sit on hold for up to 40 mins to report a problem with billing, lack of tv and phone service, and broadband problems. Of which I`d estimate spending at least 8 hours on the phone over the last year just to maintain the services I pay for.
Lucky me, I am now to pay for the pleasure as well.

Robbery and there`s no other word for it!.......BT and Sky here I come.

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

ntl seem to be moving into top gear. I phoned tech support this afternoon to find out what had happened to my broadband connection (Bromley down again, apparently) and have just received an email from ntl mentioning my call and giving the new numbers.

PS Isn't it amazing how some young girl in India knows exactly what is happening in Bromley. :)

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

As amazing as it is that some young bloke in Swansea knows about issues in Bromley too...

Ahhh the wonders of the interweb-thingy. :p:

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

Oh well! as I said in another thread this is another reason to dump NTL all together and move to SKY/BT

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

I had one of those too when I called on Monday. Maybe they are automatically generated for everyone that calls so the customer is aware of the new number if/when they need Tech Support in the future.

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

Looks like the press have picked up on it now....

More

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

Don't know about BT, but Skys C/S, sales etc phone isn't free of charge. And you can wait a bloody long time too. But I do have to say, Sky+ rocks.

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

BT's CS is free.

Re: [Merged] Tech Support to be charged at 0871 rate from 8 May
 

So much for the three minute call back option then! :td: