Re: CableForum & NTL to meet
 

:zzz: Seen it all before! :angel: :D

Re: CableForum & NTL to meet
 

I sent her an email ... reply ..


It would seem that the old sources of information and help have moved on or left .... time to forge new relationships ...

Re: CableForum & NTL to meet
 

He is? Don't you mean he said he will?
There was, he was called Dave Novell, Customer Liaison Officer reporting directly to the then-CEO Stephen Carter, and he was a nice guy. What became of him I do not know.
Perhaps. And I am the most skeptical of all. But I believe in second chances so lets see what they come up with. Considering past performances, the onus is on them to prove themselves this time, and everyone knows it. But give the new guy Duffy a chance eh?
Erm BS, you have no idea what you are talking about. Tim Ryan left due to circumstances in his personal life that required attention, although obviously you don't say this when you announce a director leaving.
There is a continuous power struggle in ntl, as in many companies. Everyone I knew agreed that many "boys clubs" existed. And no, I invented the community idea with the help of the nthellworld admin team. ntl were just too incompetent to run with the idea when I quit, not to mention the fact that it was too much of a culture change for them to handle or that they don't understand/are scared of online communities or forums.
Yes no question whatsoever about that. This is one of the main challenges Simon Duffy faces, and a chance to prove himself to us. I want to see an OFFICIAL policy on the ntl Intranet that says that staff can freely post on Cable Forum as long as their posts comply with company and HR policies. This should be his FIRST priority in my opinion.
And this is a leadership issue. Response above applies.

Re: CableForum & NTL to meet
 

There's nothing stopping NTL from replying to NTL queries posted on Cable Forum now.

On Digital Spy, they had someone answering queries on the CR3 rollout many moons ago. I think Moneypenny did something similar on NTHW.

It's quite reasonable for them to answer those queries that they feel able to bearing in mind Cable Forum rules, NTL company policy and the feelings of NTL customers and staff already posting here.

NTL could use Cable Forum to generate a lot of goodwill for themselves by simply listening to the complaints members put forward and doing something about them.

In the past, communication has not been a NTL strong point hence they tend to be viewed with suspicion.

However, I wouldn't see a need for NTL to play any management role in Cable forum. All they have to do is to get Cable Forum to agree, nominate a user name for their representative, set up an official NTL thread, specify topic areas they will provide answers to and invite members to post in the thread. It can be supervised by the moderators in the usual way, who will maintain adherence to the rules.

In that way Cable Forum remains independent, NTL get a way to communicate with their customers and the customers get somewhere to post their NTL complaints.

Re: CableForum & NTL to meet
 

Re: CableForum & NTL to meet
 

My own feeling is that a NTL appointed spokesperson on the forums would end up with countless pleas for help and antagonism if that wasn't quickly forthcoming.

Customers should take up their issues directly with NTL through the normal official channels. Only when these avenues have been exhausted should Cableforum be involved.

That involvement could be by NTL associates who visit the site asking if they can help resolve the issue rather than members asking them if they will help. Remember that NTL associates helping in this way are doing so in their own free time and should be free to take on only the things that they want to.

Alternatively the team could escalate a problem via NTL contacts where they deem it suitable to intervene.

Regular liason between the team and a NTL contact could pass concerns and information between the two parties.

Re: CableForum & NTL to meet
 

Just to point out that we strongly pointed out to Simon Duffy and Peter that we did not want to be a substitute for Customer Services, we would assess issues and decide then if they needed a high priority resolution. Because its these type of serious issues that ntl need to track internally and find out why they keep happening and hopefully rectify so that no other customers suffer the same issues over and over again.

Re: CableForum & NTL to meet
 

sounds fair to me , how would the question of being an unofficial official site be worked out though :confused:

Re: CableForum & NTL to meet
 

I'm not sure I follow what you mean? :confused:

Re: CableForum & NTL to meet
 

he was a nice guy he listened to my rather long rants about the cap over the phone :p:

Re: CableForum & NTL to meet
 

I can tell you now, that will not happen.

Whatever Simon Duffy says, management below would never permit it regardless of what instructions came from higher up. Staff are told not to post on web forums about ntl matters and that's the way it will remain.

This is getting into dangerous territory now. Staff who post on here in such a fashion would, by definition, need to be identified at some point along the chain, do that and my opinion is they are risking their jobs.

My own view is, leave things as they are. Let Frank's experience by a lesson to all.

Re: CableForum & NTL to meet
 

Sounds nice :romance:

Re: CableForum & NTL to meet
 

They have already said they don't want to take this route. They want to have further discussions on staff posting on sites in an official capacity.

Re: CableForum & NTL to meet
 

Just a comment from one of the elders of the forum when on the old forum met various NTL people to talk about improvements.



But all we got was BS from certain people remember the Bill Goodland tapes .

Some NTL employees agree and want to make a difference but get stopped from above.

Frank being one case remember Ashley

Re: CableForum & NTL to meet
 

But that is what is happening now and has been for a long time. If you notice I did say "in their own time" which is what several associates including yourself have done. I am talking about customers who have problems, been passed from pillar to post within NTL with no resolution and helpful associates have picked up on the problem in the forum and decided to help.

There have been several posts of late which indicate members are PMing associates and requesting help which is not on. Associates should be free to decide who, where and in what cisrcumstances they offer help.

It is a sorry state of affairs if middle management (and higher) decide what should be happening and completely disregard what Simon Duffy instructs. I know that there are empire builders who are trying to protect and build their empires but this is part of NTLs problem and these people must be weeded out and dealt with.