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

So, in theory, no one should wait more than about 5 minutes. I wonder how long it takes to get called back though, given that many people have lives (!), and can't sit by their phone all day.

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

I guess things ain't going to get any better after the take over after all!

Well done NTL a good start, glad I quit my phone & tv when I did!

The only good thing NTL ever had going for their poor service was the fact you never had to pay for the call!

NTL are bound to lose a lot of custom over this in the long run!

It's bad enough you have to wait ages to speak to somebody just to have to call back another 10 times before your problems are resolved but now they intend to charge for the privilage! :td:

And why should a customer have to pay to report a fault with their equiptment?

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

Hmmm.

I didn't know that, but thanks for telling me.

Our customers have told us they would like to now pay for something that was free and pay more for something that was cheaper. Well who am I to argue?

I thought they'd got rid of any talent in favour in cheap labour in areas of mass unemployment and getting away without training them in which product they are actually supporting. Or am I wrong again?

Make it easier = charge you? Does a national freephone number not currently make it easy?

O2 don't charge me to speak to them via my mobile phone. BT don't charge me to speak to them from my home phone, or any other landline for that matter. And just becuase Sky charge people silly sums of money to talk to you, doesn't mean that people like it.

Didn't they do this last year sometime. I remember typing in my number and being promised a call back on a couple of occasions. Needless to say it didn't happen. In the mean time on an 0870 number you've just racked up 30p's worth of charges. Nice.

I think I'm going to get myself an 0870 number and give it out to all the companies that have one and expect me to call it. Then I'm going to put them on hold for 3 minutes before promising a call back that never happens, so they have to call back the next day, and the next.

This time next year Rodney......

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

Will be calling BT and NTL disconnections tomorrow. That means i will only have NTL for my broadband.

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

Just told my husband about this..and I think his response of 'cheating barstewards' was just about right. :mad:

At the very least I shall expect to speak to somone who bluddy knows what they are doing and the problem get fixed right there and then.

As for those folk trying to get billing sorted are they having to pay for their phone call,because as far as I can see that's the department where ntl really screw things up.If one has to keep phoning back to get a bill sorted out month after month and pay for the privilage..:td:

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

It has me thinking now. When I first had ntl for my phone it was cheaper and better than BT, but these days I'm not sure this is still the case.

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

Definitely not cheaper for many people anymore, that's why when we moved we went to BT. Once you factor in the connection charge versus the minimus charge from BT (only tiny I know but it does make a big difference in numbers), free itemised billing and free caller display it's a better deal for me. And on top of that the third party telcos such as SkyTalk and TalkTalk offer even cheaper rates again - but you can only get them with a BT line, not an ntl one.

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

Questions to consider:

1. What is the callback SLA? Does one exist?
2. Will the performance of this new system be publicised?
3. When are we going to see something like this? http://portal.plus.net/supportpages.html?a=212
4. How are the correct CSRs going to be calling back the customer if they don't know what the customer is calling about?
5. Will the "call-back" be in operation from day 1, on all ntl contact numbers?
6. Are the "new" ntl going to bring support back into the uk as part of this new policy?

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

How many times do we have people posting on here about having to phone several times & speaking to many differnet people/departments just to get something done (normally something ntl have cocked up)?

Now couple that with the fact that people are going to have to pay to ring ntl, & you have a very bad situation methinks....

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

0800 1830123 i'm all for ringing sales. They transfer you to were you want to be (or at least they used to).

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

Shouldn't think they'll stick to that, not when there's money to be made!

I think this list is wrong guys:

If it is an 0871 number for faults it'll be 10p at all times. :(

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

It'll probably be barred at the switchboard..

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

wonder if they will be any faster answering now they are charging......nah.:P ohwell, I never ring them anyway. :D

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

I hope the responsetek options and the friendly cs staff on this board don't get issued a directive that bumps up revenue :(

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

I can see that advisors will not be allowed to transfer calls at all between departments so don't be surprised if you get a polite "no" when you ask ;)