Re: 12hours? Pffft
 

do you, yourself, take part in any 'extra-curricular' activity, in the public domain, for your employer? - I know I don't...

Lucky then, that you, and me, are not exposed to the vitriol of unhappy customers, in the public domain....

Re: 12hours? Pffft
 

Thank you, to those that have, for those words of support.

As far as my 'general or sweeping statements about ntl staff' goes, this just illustrates my point.

As I said in posts on page 1 of this thread:
But still some don't listen. Some don't pay attention. Some take offence. And instead of fixing the problem, I end up having to take another day off work to meet someone who doesn't turn up, or spend another hour holding on the phone for someone to either cut me off or re-direct me to another department (which has already left for the day) to get me off the phone so they can go home.

I repeat:- "I believe most do as well as they possibly can but ntl, as a company, needs to invest more in resources and sort their procedures out. They've cut the slices too thin. We customers can hear ntl staff morale and expectation is as low as our own when we ask for help. Even they know their customer service isn't up to scratch but there's nothing they can do about it."

And when the boys at the top (who are happy to rake in the money without putting any of it back into their laughingly named "Customer Service") eventually see their customer figures in freefall, they'll act.
And THEN ntl staff won't have to come here to sort ntl customer problems out in their own time because they'll be able to do it where it should have been dealt with in the first place; in ntl's own "support" lines!

Re: 12hours? Pffft
 

very well said, I don't have any problems with that :tu:

Re: 12hours? Pffft
 

Hi everyone,
Another update for anyone thinking of signing up with ntl.

My latest appointment for a cable repull crew was Saturday (13:00 to 16:00), all confirmed by text to my mobile.
Hands up everyone who thinks they turned up....
Sorry, you're all wrong.
They didn't.
Not even a call, after all the other 'ghost' appointments, to let me know they wouldn't be able to make it yet again.



But it gets better;
Remember how I was saying earlier in the thread that I finally had enough of the poor t.v. service and cancelled it? Weeeeeelll I went through the instructions for this in "3 to 11 year old" mode and then had them read it back so I knew they understood that I wanted the t.v. service terminated but that the cable and telephone service should remain unchanged.

Despite asking them to read it back to me, it still apparently wasn't simple enough. Todsay is my first day back onlin since last Wednesday when they shut off my t.v. and internet access.
For 3 days they told me it was a local fault and promised to resolve it the next day. This didn't happen and on Saturday, I found out by accident whet had really happened.

The young lady I spoke to (I note down names btw) was very apologetic. I spoke to her calmly, politely, respectfully and she had a word with her 'manager' and between them promised to have me back online by 18:00 hours Saturday evening.

Hands up everyone who thinks they did anything.
Sorry, you're all wrong.

Had to call and complain again today.
Also complained about the re-pull crew and am waiting to hear about the new appointment for their next opportunity ot to show up.
I'll call again on Saturady because I won't have heard back by then either.


This will all come to an end shortly as I have had to admit to myself that maybe this company is not physically capable or interested in following simple instructions/requests. Later this morning I re-signed with B.T. and will soon sign up with Sky Broadband who can offer me a faster service than ntl for less.

Bearing in mind my comments from earlier threads which were not aimed at specific individuals (though some seemed to feel they were in the firing line), I am extremely disappointed with ntl. If they really believe they have anything like a customer service number or even a support facility they are really mistaken.

I take what I've endured as signs of a company in deep distress.
It has a sick and very weak management team and I will be very interested to see if it still exists in its current, or any other form, in a couple of years.
If the ntl employees that visit also have shares in their employer, I would think seriously about whether you are likely to see any return from them or if you should dump them now, fast, before the markets start seeing what's going on. Because then they will go into freefall.

Re: 12hours? Pffft
 

Man, ntl have given me a good LOL this morning.
Woke up to this month's invoice.
Accompanying it was a letter from Steve Stewart (Director of "Customer Care" - must be a small Dept) which begins, "We hope you're enjoying ntl".

Anyway, now they've invoiced me £25.00 for re-cabling costs.
LMAO!

a) It's to correct their own fault.
b) No-one's suggested I would have to pay even more for ntl to fulfil it's contractual obligation to me.
c) They still haven't actually done it.
d) Wait until they get MY bill for MY costs incurred by taking days off and waiting around for people who don't turn up or hanging on the phone for hours on end.

I was contemplating my relationship with ntl last night.
I can honestly say that if ntl were to offer to pay me the amount they bill me each month, instead of me paying them, to continue being their customer I wouldn't.

Anyone have Steve Stewart's phone number?
I wouldn't mind having a quiet word some time to educate him about his performance and how much I've enjoyed ntl.

New customers beware.

Re: 12hours? Pffft
 

An amusing thread from the point of view that of all your complaints you have, most of the replys are from yourself with a latest update. The second you have a go at the crap cs that we've all had to put up with then everyone comes down on you like a ton of s*** wagging their fingers. Guess some people like the rose tinted specs just a little too much!

Re: 12hours? Pffft
 

lol.
I like replying to it so it keeps current and any potential ntl customers can see what they may be in for. They don't exactly highlight their poor after-sales service in their ad's so I like to think I'm doing it for them. I also like to think the loss in sales (of people I'm educating about ntl) will cost them far more than they've cost me. :)

I noticed they've made two more errors on my invoice as well.

1) They've charged me for 'Talk Unlimited', which was given to me "free-for-a-year" as part-compensation for some of the problems I'd endured earlier in the year.

And
2) They've charged me for the t.v. line rental that's been dis-connected.

I hear there's a re-pull crew due today.
Nobody has arranged it with me, I just found out from complainaing about my bill yesterday.
Hands up, everyone who thinks they'll show up this time.......

ntl - Up there with all of our other great comedy teams.
lolol

Re: 12hours? Pffft
 

Guess what?
You were all wrong.
They still haven't managed it.
Seventh appointment they haven't kept this year.

I'm voting for next year's Oxford English Dictionary to include a new entry against the words 'incompetent' and 'atrocious'.
I don't feel any need to elaborate.

Thank god I don't have to endure this farce much longer!

---------- Post added at 17:56 ---------- Previous post was at 17:10 ----------

Big shout-out to Mandy @ ntl (surname witheld to protect the innocent) who has gone above and beyond this evening trying to sort some of my ntl problems out.

She's resolved the Talk Unlimited issue for me and pointed out that I was mistaken about the t.v. charge as it's actually for the line rental, which I should be paying (they've shown 't.v.' by it which made me think I was still being invoiced for it).

We still don't know where the re-pull crew have got to, but she's calling me back when she's got hold of the contractor's manager to explain.

Thanks Mandy.

---------- Post added at 19:28 ---------- Previous post was at 17:56 ----------

Ah well,
Mandy tried.
She called me back but was unable to get anyone else to answer their phone so she had to transfer me to 'faults'.
Unfortunately, they weren't so helpful and told me I had to ring 'Customer Service'.
I did try explaining that they had transferred me to Faults in the first place but it doesn't get you any where.
Start all over again in the morning I suppose.

Re: 12hours? Pffft
 

Phone's down again.

Can't wait until I get shot of this company.
Imbeciles.

Re: 12hours? Pffft
 

Apparently my phone has been disconnected.

Ironic as it will have to be next year when I transfer back to BT but, in the meantime, I've held on ntl's phone for another hour, transferred from pillar to post again, only to be told that they can't do anything because their system's down.
It was working well enough to disconnect me in the first place though.

I'm afraid I am not being as polite as I have been previously.

Re: 12hours? Pffft
 

My advice is YES DO GET NTL!!!!

Had years and years of fantastic service and im very happy!!

I understand this doesnt help your predicament, but just wanted folk to know there are plenty of satisfied customers! :D

---------- Post added at 22:16 ---------- Previous post was at 22:14 ----------

You can be rude to me, go on i can take it :D

Re: 12hours? Pffft
 

ntl isn't as good as sky and that's a fact.

Re: 12hours? Pffft
 

I just love it when you say FACT :)

Re: 12hours? Pffft
 

sky is cheaper
sky works
sky has faster software
sky has free broadband
sky works

end of.

Re: 12hours? Pffft
 

Then Gary

Go to Sky.

You keep saying it but you don't do it. No one is stopping you. Its your decision who you have as your service provider. :rolleyes: