Re: A rod for my own back?
 

no chance in my experince south service is just a bad a north thats why i canx (see previous posts)

Re: A rod for my own back?
 

Pardon?

Sorry, but I don't understand what you mean. :confused:

Re: A rod for my own back?
 

pen & gazzab commented that they thought c/s may be better down south. Its not it is a big pile of **** & ball and no way to provide c/s service to clients

Re: A rod for my own back?
 

Jason is entitled to his opinion, I think 61,000 more customer this quarter would tell a different story. I hope Jason's poor experience (whateverthis was) was an isolated one. :angel:

Re: A rod for my own back?
 

I jumped ship a while back, ADSL is a much better connection than the NTL one provided for me in my case and taking into account where I live :).

Re: A rod for my own back?
 

That's pem please :)

I was referring to BT's c/s being poor up here - dunno what you are referring to.

Re: A rod for my own back?
 

I've always found that both the 'product' and 'service' have been fine.

On the rare occasions I have had to call ntl about something they've always been very polite and helplful.

People do seem to have hugely varying experiences with them though.

Re: A rod for my own back?
 

Agreed. Sadly, it seems to depend to a large extent on who you get through to. Hopefully, with the consolidation of the call centres, new procedures will be implemented with greater ease and everyone will be singing from the same hymn sheet. In fact, there was a day-long training session on exactly that this week for managers nationwide.

*keeps fingers crossed* ;)

Re: A rod for my own back?
 

So what have all the training sessions in the past been about then? :erm:

The problem is that ntl supply little/worthless training & support in their front line/customer facing staff.

They are invariably not able to deal with the issue, & have to pass it to someone else.

We've heard it all before-all ntl need to do is allow (make that ensure) staff take ownership of probems, & make sure they deal with them to the customer's satisfaction & not ntl's satisfaction.

Re: A rod for my own back?
 

Must you be quite so negative all the time, Neil? As I've said, hopefully the consolidation of the call centres will mean that it is easier, cheaper and quicker to train staff. Why not wait and see? And don't come back saying you've waited and seen before - it might just be different this time. You never know.

For what it's worth, I am "front line" staff, and I deal with every single issue I possibly can and take ownership of the problem in every instance.

Re: A rod for my own back?
 

I think you're confusing the term negative with realistic.


ntl good customer service-Coming soon!


Why on earth not?-that is the truth, & also a fact (like it or not) We've waited & seen before....


Like it was going to be all the other times you mean?


I do where ntl are concerned m8. :angel:


Good for you-what a shame for ntl customers that you don't deal with all their problems, then sites like this wouldn't need to exist. :)

Re: A rod for my own back?
 

True, but as I'm going to be moving, I may as well look at all the possibilities.
Although if things are getting better I can't see how making people like yourself redundant will help NTL improve customer care. Unless they're looking to save a few quid by out sourcing call centres to other countries.

Good luck anyway

Re: A rod for my own back?
 

To be honest I haven't had any reson to call NTL since I went on the service. However it is a fairly basic package, phone + dialup internet. Not much to go wrong really. So why am I thinking of leaving if I haven't had a problem.
Well one reason is I want to consider things like broadband but their policy of capping put's me off, it seems a little silly to offer an always on high bandwidth service but reduce the amount of downloading you can do, I mean the whole reason for broadband is because you want to download large files quickly.
Another would be that I simply don't trust them, an example is ntlworld.com which when they bought it they claimed they wanted the right to rename it to ntlhelp.com go to www.nthellworld.com and have a look.
I guess I can't trust a company that closes down a site that provides good source of help to ntl customers, caps bandwidth and makes employees redundant.
As someone pointed out earlier other companies trust you and give you more of a choice, perhaps I'm waiting for NTL to start showing they value their customers and give it that 110%.

Re: A rod for my own back?
 

If you are on dial-up why is your use suddenly going to rise so much that you need to worry about a 1GB a day cap ? are you sure you really realise just how much this is - or are you maybe just jumping on a bandwagon .....

Re: A rod for my own back?
 

I wonder how the people in Manchester felt, seeing the BT advert time and again during the week that they had no phone lines cos BT didnt have a back up plan during a terrible fire.

A snippett from the advert

"When i pick up the phone there is always a dialing tone there, i didnt have that confidence with my other provider" :)

Always two sides to a story.