Re: NTL think that they own this site ?????????
 

those arn't assumptions they are based on statistics

Re: NTL think that they own this site ?????????
 

Thats part of the problem then assuming 'they' means you as in all ntl employees. 'They' most probably meant 'ntl'. Why assume you are being tarnished when it is very possible that you are not? The problems I have had in my time with ntl. I do not think all ntl employees are the same, not at all. :confused:

Re: NTL think that they own this site ?????????
 

It shouldn't Neil, but it has. And there's nothing I can do to fix that right now. All I'm doing is offering a solution for this particular customer to go forward with.

Re: NTL think that they own this site ?????????
 

There are several reasons why customers stay with NTL even though they are not getting a decent service or even though it normally would be more expensive. I say normally because many customers, myself being one, are getting the services at a reduced price as a means of keeping their custom. Others are getting reduced prices as an incentive to move to NTL or upgrade their services. You can put up with a lower level of service than what you would wish for if the price is right.

Many people put up with poor service levels because they do not like to complain. Others do not want to go to the hassle of moving suppliers. There are a lot of customers who cannot go elsewhere for their services because Sky dishes are banned or they are too far from a ADSL enabled exchange. A lot of customers probably have other things that they can do when problems hit their NTL service so don't complain and put up with it knowing it will probably right itself before too long.

I had NTL DTV for a couple of years and had constant problems with it but it didn't bother me too much as we also had the full Sky DTV service. The only reason I started with NTL was because of their introductory offer of £9.99 for base DTV, telephone line and Dial-up internet. The only reason I still have BB and telephony is because of the discount retention department gave me to stay.

Having said all that, NTL is not alone in having customers with problems, most if not all companies do. The big question though is how companies deal with customers problems.

Re: NTL think that they own this site ?????????
 

[QUOTE=jason.ntlwogill] no it doesn't they usaually answer within a few seconds when i call. if you call after 5 pm what do you expect? call during off peak times!!

Re: NTL think that they own this site ?????????
 

i rang c.s. yesterday to sort a billing problem out and i waited no more than 30 seconds to speak to someone and that was at 5pm , very pleasant lass on the other end had the problem sorted in a couple of minutes , ntl can get it right , they just need to be consistent about it :)

Re: NTL think that they own this site ?????????
 

Sorry, I should have made it clear that the comments were a collection of different posters, it just happened to be that your's appeared 1st.

As for the "they/them" situation, I apologise if people weren't aiming it at staff, but that's how this post started, with reference to a memeber of the cusotmer relations dept. People were slow to realsie that people can make mistakes and also that ntl staff, in general, don't know about the .co.uk site.

Re: NTL think that they own this site ?????????
 

As I see it, thats where the problem lies, with Ntl, every time a customer complained on .com or more recently on here all that can be done is a patch up job. Associates give out numbers for managers high up in Ntl but they can't fix the underlying problem.

Ntl COULD have taken on board the problems of their .com users and fixed the basic issues that cause us so much trouble but they didn't, they just closed the site and buried their head in the sand.

Personally I saw the way the wind was blowing at that point and now I've jumped ship, but what of the people that don't know what service they are going to get when they sign up to a cold call for BB????

Re: NTL think that they own this site ?????????
 

There's not an awful lot I personally can do. As I've said, I work no where near CS. Maybe though, MDs getting more and more direct calls from disgruntled customers is one way to get the message through and they'll start to take note? Just a thought... :shrug:

Re: NTL think that they own this site ?????????
 

Well when like nomal people you work 9 till 6 peak times are the only time you can call as you need to be in front of your stb or pc to reboot etc my experince with the swansea call centre has been at least a 30 min hold

Re: NTL think that they own this site ?????????
 

Of course they are assumptions, they can't be anything else unless someone has changed the definition of the word. If I make a call to TS regarding a problem and don't bother calling back when they haven't solved the problem then NTL assume that it was a first time fix. The way that the problem was fixed was by coming on here and getting the solution from people like Robin Walker.

Re: NTL think that they own this site ?????????
 

Oh yeah, because we've never tried that approach before have we? :rolleyes:

Jeez-what does it take to convince you that these people don't give a to$$??

They didn't give a to$$ when they had a site with which they could have made a difference, & they don't give a to$$ now.

The poroblems that customers experience with ntl are no different now to 3 years ago-ring up & ask the same question to 5 different people & you will get 5 different answers.

Got a 'hot potato' problem?-they'll be glad to play telephone ping pong with you.

Tech Support?-they'll be glad to tell you the issue lies with your PC/you have a virus/you need to format & reinstall Windows.

There was one more thing-I'll get someone to ring you back on that though.....;)

Re: NTL think that they own this site ?????????
 

Hey Buddy, calm down! I've been here for bloody years, I don't need you teaching me how to suck eggs.... All I was doing was trying to look at it from a more positive angle, rather than just whining. Having such a great tool as .com didn't work, but you can either throw in the towel and say 'it's all f*cked' or find another avenue to go down. :shrug:

Some of them DO care. Just as you don't agree with tarring all cs staff with the same brush, you shouldn't do it to the senior management either. Some of them (and correct me if I'm wrong, but I don't think you know all of them) do give a ****.

Re: NTL think that they own this site ?????????
 

I cant think what you are talking about Neil :confused:

" thankyou for calling NTL home technical support - you will be connected with an agent shortly " :zzz: :zzz: :zzz: :zzz: :zzz: :zzz: :zzz: :zzz: :zzz: :zzz: :zzz: :zzz: :zzz: :zzz: " Thanks for calling - Please re-install windows "

:rolleyes:

Re: NTL think that they own this site ?????????
 

I have never been advised to re-install windows by NTL TS. Have you Stuart ?

Re: NTL think that they own this site ?????????
 

Yep.... Told that my tcp/ip was currupt and need to re-install windows - this was after I explained to the guy that I could ping the NTL gateway and 127.0.0.1

Next time I called I was told that a cable modem wont work if its powered from a UPS as it makes noise on the power line :confused:

Another time I was told that my connection is nor working becouse I use a pix firewall. !!!

Thats just a rough sample of the BS that I have got from them over 20-30 phone calls - each envolving a 10-20 minute wait....

I did once speak to a realy tech savy guy !! Sadly the re-seg he promised never happened !

Re: NTL think that they own this site ?????????
 

it is not classed as a fix unless it is fixed there and then. if the problem cannot be fixed then it is put into a callback queue - where it is then fixed. if an engineer is required then he fixes it. either way it is fixed. (i have it on good advice from an ntl tech who is sitting right next to me)

if the PC is a problem or the issue has nothing to do with ntl and needs to be referred to the pc manufacturer/shop or microsoft tech support then it is fixed there. If the problem re-occurs then the first time fix for the agent is affected (this is true whether it is due to a dopey user error or a sh*tty PC unfortunately).

sorry ianathuth but you have no idea what you are talking about.

Re: NTL think that they own this site ?????????
 

When I worked for BT TS, it was fairly common to reinstall the TCP/IP stack, which needed the original CD.

Re: NTL think that they own this site ?????????
 

perhaps these 9-6 ppl could try calling at 8am or later in the night. TS is open till midnight

Re: NTL think that they own this site ?????????
 

Trouble is that there was nothing wrong with the tcp/ip stack... Even if there was it does not need a full windows re-install...

I had told him that I could ping the default gateway and my localhost !!

Problem was huge packet loss at the time. This cleared up the morning after with no settings being chnaged by myself...

Re: NTL think that they own this site ?????????
 

Well that's bad - tcp/ip very rarely fails - I have only ever seen it once in all my years working with PC's (Window 2.0 and above).

Re: NTL think that they own this site ?????????
 

if your pc is unable to tracert to 127.0.0.1
that is either a firewall blocking it or a corrupt TCP/IP stack. there are ways of fixing it without reinstalling windows but thats not for ntl to advise. their basic remit is to make sure the usb drivers are installed and check your settings - anything else is up to you to sort - if they go futher than that then that is because you are speaking to a knowledgeble agent who cares.

edit (hardly BS)

Re: NTL think that they own this site ?????????
 

it maybe the PC's who have experinence with were "looked after" some of the PC's i've been out to - well - beggars belief some of the ****e ppl install.

Re: NTL think that they own this site ?????????
 

Not me personally, but about 2 weeks ago my father was told that his problem could only be solved by a complete re-install of Windows. Needless to say he has now been warned to contact me before following any advice given by NTL TS in the future.

Re: NTL think that they own this site ?????????
 

No - The tech was told that I could ping and tracert to both localhost and the default gateway... I stated this several times !!

I could tell that he just wanted me off the phone...

" re-install windows and call us back if the problem persists "

Re: NTL think that they own this site ?????????
 

I'm hesitating about posting anything in this thread after yesterdays kerfuffle BUT here goes.

I have to say when NTL get it right(and they do most of the time)they get it right and no one comments because THAT IS WHAT IS EXPECTED of any company providing a service.

Sometimes they get things wrong and fix it WHICH IS WHAT ANY CUSTOMER SHOULD EXPECT without much comment and well done when they do.

However when they get it very badly wrong we don't always hear about it because the customers don't have anywhere to go except to possibly choose to cut their losses and switch to another company and this all passes without comment because they have no one to tell.This leaves them disgruntled and bad tempered about it but ntl won't/don't listen as more customers are joining all the time and they can continue trading.

So this where THIS site is important.It is one way that the put upon NTL customer has of really putting across their annoyance(and why shouldn't they?),their concerns and actually getting some help from whomever will help and to find they are not alone with their problems.

The problem is that when anyone expresses their annoyance ntl staff seem to get upset even when it is self evident that something has seriously gone wrong BUT if everyone recognises that those NTL workers who come here are trying to help and are probably the better CS/Tech help/engineers/MANAGERS that work for NTL and DON'T DESERVE to be tarred with others of NTL staff who are poor,the better we will all get along at this site.

Now to see if this thread is still open and post this. ;)

Incog.

Re: NTL think that they own this site ?????????
 

*Sigh* :dozey:

Re: NTL think that they own this site ?????????
 

If I do not know what I am talking about then I am sorry. I was only quoting what was said by a NTL associate a few weeks ago. http://www.nthellworld.co.uk/forum/s...5&postcount=34

Re: NTL think that they own this site ?????????
 

*Gets on soapbox, & uses loud hailer*

Let me make something abundantly clear.......

When I/we refer to 'them' or 'they', we do mean ntl, but we don't mean every single ntl employee in the land.

We mean 'they' as in ntl the company, the ntl managers/decision makers who (supposedly) run the company, the people who put goddam awful processes in place that make Tech Support agents BS the Customer rather than highlight a severe lack of training within that dept.

So please don't get up on all you high horses, we know who the good guys/gals are, & when we say 'them'/'they' etc, we mean the decision making buffoons who make the customers & employees lives very difficult.

Thank you for listening.

*Steps down off soapbox*

Re: NTL think that they own this site ?????????
 

sorry stuartbe I was just reffering to that particular symptom not the whole problem. cant comment on the rest - maybe he wasn't bery knowledgable or didn't care or both. they do unfortunately exist but are hopefully uncommon

Re: NTL think that they own this site ?????????
 

NP m8.... I was not having a go at you.

Sorry if it seemed that way, it was not the intention !

Crapy TS agents allwayd make my blood boil - I dread ringing TS lines as I work in the job and anyone will tell you that you NEVER tell the TS agent that you are in the job.... That used to put my back up - " oh good another expert " so I never say it !

Re: NTL think that they own this site ?????????
 

maybe they did not explain it properly. thats part of the problem if an ntl associate posts something ppl take it as gospel - naturally. but you have to remeber these ppl are human and do make mistakes just like the girl at the start of the thread (and her collegues 4 that matter).
I dont think that post explained it fully. and I dont for a moment think that their method of measuring fixes is foolproof - far from it. but it is the method they use we have to put up with it

my mate has gone now so I am getting out of my depth

Re: NTL think that they own this site ?????????
 

That's not what this thread about at all, and of course not all employees should know about this site. This thread is about an employee not knowing who owned this site, asking her manager, and receiving a bull**** answer, which was in turn passed to the customer.

Re: NTL think that they own this site ?????????
 

exactly :tu: