A rod for my own back?
 

Seems hard to believe that just over 5 years ago I quit NTL. I'd worked in the Newport builing "Online House" and "Caradog House" for about 18 Months and seen some really drastic down hill changes. I remember the policy of docking peoples wages if they were late by even a few minutes (although I soon realised, if I was going to be late it was better to ring in sick). The insane coming to work and having 100 calls queueing and then going home after the end of my shift and having 200 calls queueing, the vast majority were generally complaints. The CCOD's bleeping you if a call took longer than 7.5 minutes when trying to fix a technical problem. Yep you've probably heard all this before and then some. Because of this when I went with NTL I went for the basic package (Less for them to screw up).

The problem is now very soon I'm moving house. and based on their performance over 5 years ago, friends who have had problems that have taken 3 months to sort out, there stupid policy of billing you for your internet service on your credit card (although this may have changed and they haven't bothered telling me), and what I've seen in this forum and the old ntlworld.com (R.I.P), I reckon I'm probably in for a right load of hassle.

Anyway, I'm going to use this move as an opportunity to re-evaluate what package I choose and from who.

However not wishing to start a flame is there anyone out there that recommends I still use them at my new place or is it worth using someone else as I don't need the TV packages and have only a mild interest in Broadband, (the download capping kind of put's me off).

Are there any long term users that think it's improving?
Are they still **** when things are too complicated but the fact that they're cheap means your prepared to put up with the hassle?
Does anyone else think the price increases will make the gap between them and competitors smaller that people will probably want to move elsewhere for a better service.

Just trying to get a few opinions from people about the general service from NTL, is it still crap when you need them to do something.

Re: A rod for my own back?
 

I personally think they are by far the worst company I have ever dealt with.

You can read about my (easy) switch to BT/DSL here: http://www.cableforum.co.uk/board/sh...78&postcount=1

Been v happy with BT ever since (& Pipex too)

HTH.

Re: A rod for my own back?
 

Thanks for the reply

What's the broadband been like with pipex a friend of mine has just gone on with them and reckons so far they've been pretty good?

Do they also cap your broadband usage?

Re: A rod for my own back?
 

You're welcome. :)

Absolutely 1st rate-I have had mine up 2/7 since it went live in November. :tu:

Depends which package you go for-unlike ntl, Pipex give you (the customer) a choice.

http://www.solo.pipex.net/xtreme-sol...3725c2093092c6

If you go for the 'lite' option, there is a 1GB cap, but as I say-you have a choice, & that's what it's all about-there is no choice with ntl-you have a cap whether you like it/want it or not. :rolleyes:

[Edit]-That should of course, read 24/7! :dunce:

Re: A rod for my own back?
 

Great typo. :) Even NTL manage more that 48 hours uptime a week! :rofl:

Re: A rod for my own back?
 

Just started on Pipex 1meg xtreme today. Seems much faster than NTL 1Meg for browsing, probably the lack of proxies. Pages are thrown onto the screen instead of the dripping I got with NTL! :D

Re: A rod for my own back?
 

Of course - not everyone agrees with Neil ;) The service you get from ntl seems to vary from area to area and I have no complaints about mine (unlike BT round here :grind: ).

As for pipex - I'm sure Bifta will pop in to tell you they are "tripex" (in his opinion). :)

Like all things - peoples experiences vary.

Re: A rod for my own back?
 

I've not had any problems with my service from ntl, thats been over 4 years in 3 different houses in 3 different regions.

In fact thats a slight fib, I did have some problems with the ADSL package at my last gaff, but that was down to a ropey BT line ;)

As pem says, people seem to have varying experiences.. mine have so far been quite good!

HTH.

:D

Re: A rod for my own back?
 

Let me clarify something here....

There is a big difference between the product from ntl, & the service from ntl.

In my case the product was always good, but the 'service' was consistently dire.

Please don't confuse the two. :)

Re: A rod for my own back?
 

Thanks for everyone's posts.

I'll probably cancel and see how that goes. If it goes without a problem then I'll review everyones offering's including NTL's. If they screw it up I'll probably go with someone else.

Having worked for NTL doing tech support and seen how they treat customers, staff, how they are more interested in statistics like how quickly calls are completed. Especially after reading the problems that neil's had as well as many other posts in this forum and the old nthellworld.com before they shut it down I can't see thet they've changed much. So I'm really loathed to give them any money.

Never mind, I'll keep you posted

Re: A rod for my own back?
 

Having just cancelled NTl I'm looking forward to trying other companies services.

The option to have Sky with working Red buttons, BT with itemised bills that do not cost me more & Pipex with better connection albiet lesser speed looks very interesting & I cannot wait till its installed.

I rang BT up last night to ask them to change the order so that I did not keep the NTL number (I dont want the potential hassle of it) and I was surprised that they said I could have a free number change once I was on. I'm sure that NTL would charge me for it.

Re: A rod for my own back?
 

Well put-no company that treats it's customers & staff poorly deserves any cash.

Re: A rod for my own back?
 

Don't be surprised at the way BT will show you customer service how it should be done.

I have been nothing short of impressed by BT's professionalism & efficiency since I went back in November. :tu:

When I phone them, they can actually help! :tu:

When they say they will ring back-they do! :tu: :tu:

When I arrange something with them, I get a follow up letter confirming the arrangement! :tu: :tu: :tu:

These are lessons in customer service that even after all these years ntl just don't seem to be able to grasp. :rolleyes:

Look after your (wage paying) customers, & they will look after you-simple. :dozey:

Re: A rod for my own back?
 

Hi myutopia,
Things have changed a lot in the last 5 years! Not saying things are perfect at NTL (This site shows it!) but they have got ALOT better and the focus has moved a lot from 'lets get people signed up and stuff customer care' to 'lets look after the customers we have and then new customers will automatically follow'
I must also say that most of the time NTL have treated me quite well as an employee as well (even though I might be redundant in a few months time!)

Who's to say your experience with another provider is going to be any better than if you stayed with NTL??? :erm: ;)

Re: A rod for my own back?
 

:rofl:

You must get a better service down south is all I can say. :erm:

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.

Re: A rod for my own back?
 

Agreed. I got 150k BB to save me money with a teenager on MSN nearly every day i would've needed a 2nd line plus dial-up. BB @ £17.99 seems a good deal.
Many posters seem to think that everyone wants/needs top-end speed. I found the jump from 56k to 150k was great and soon to 300k free. Its not all bad is it?!?:erm:

Re: A rod for my own back?
 

I would rate NTL as generally a good company. Yes, I have had some problems but these have been sorted out.

I have had ADSL/Sky and BT and at one point had NTL (Telephone and CATV) and ADSL for the internet and also a telephone line off BT.

After 12 months of having 2mbps ADSL, I decided to get a cable modem fitted and compare to see if it was worth paying the extra to stay with BT for the ADSL. As I was not going to stop the TV and Telephone with NTL as I would not touch Sky again unless I had to. The cable modem service is far better than ADSL. I mean my ping times are around 10-14ms compared with at best 30ms on ADSL. Since getting ADSL 2 years ago I have had 4 suppliers:

Timewarp Internet (512kbps)
Nildram (512kbps)
Mistral (2mbps)
Datanet (2mbps)

Re: A rod for my own back?
 

The few technical problems I had at the start of my Broadband contract were sorted out very quickly and the technical support staff were very friendly and responsive. That's been my experience of NTL, not saying it's that way for everybody.


Going back to the offers at http://www.solo.pipex.net/xtreme-sol...3725c2093092c6 the same package solo 500 is £23.44 whereas it's £24.99 with NTL. Hardly earthshattering savings is it, and not enough reason for to change i'm afraid. :)

Re: A rod for my own back?
 

No cap, no proxies, reliable email-I'd say that was worth the move alone. ;)

Re: A rod for my own back?
 

Re: A rod for my own back?
 

Sorry-I forgot that a download cap, an unreliable email service, & proxies were a good thing....:rolleyes:

Re: A rod for my own back?
 

You should check your wording, NTL do not have any download cap in place. A cap is something which you can't go past. So technically it's only a guideline!

Why do you run a site/work on a site about cable when you are trying to push ADSL?

Re: A rod for my own back?
 

Ok...It's a ''guideline'' that Telewest don't have, a ''guideline'' that Pipex don't have, & a ''guideline'' that most ISPs don't have-now do you see the difference? :)

I'm here to help-however that may come about.

Re: A rod for my own back?
 

Yes Pipex dont have a guideline they just have packages with firm caps. Granted the £5ish a month difference between NTL's service and Pipex's service but you also have to take into account the extra bandwidth (29GB if you follow NTL's guideline) and the extra 88kbps speed.

If you go over Pipex's CAP they charge you £1.95/GB extra you use. NTL do not charge any extra!!!

Re: A rod for my own back?
 

What are you talking about? Do you work for ntl by any chance? :erm:

You are comparing apples to oranges. :dozey:

The Pipex equivalent to ntl's 600k service is the Solo 500-There is no cap/guideline on the Pipex 500k service-so there is no chance whatsoever of Pipex charging you extra for anything on that service. :nono:

Proof here: http://www.solo.pipex.net/xtreme-solutions/

Take a look at the link above, & you will see a big difference to the offerings of ntl....

There is a choice

1) Lower speed BB packages with no "guideline" (unlike ntl)

2) Higher speed BB packages (500k & MB) with no "guideline" (unlike ntl)

ntl's product offering is inferior to that of an equivalent DSL provider-period.

You have no choice with ntl-you have a "guideline" & that's the end of it-& ntl haven't even had the sense to adjust the "guideline" for those on 150k (soon to be 300k) to those on 1MB (soon to be 1.5MB) It's exactly the same. :rolleyes:

What a great offering (not)

Please try to compare like for like in future, & you will soon see that ntl's offering is inferior in every way (no good you having a poor/slow 600k connection thanks to lousy proxies when compared to my rock solid 500k DSL connection is there!?) ;)

Re: A rod for my own back?
 

No I do not work for NTL just read these forums and have to wonder what your problem is. You have either left NTL or got an addition broadband connection off of Pipex. So why do you persistently continue to go on about NTL?



I have worked in the DSL industry in this country for almost 4 years on a technical basis and you obviously never used ADSL when it was first introduced in this country! I just hope you never have a problem with your ADSL connection which involved an engineer coming out because it will make dealing with NTL seem like a walk in the park. At least NTL came out to sort my problems out same or next day. I once didnââ‚ ¬Ã¢â€žÂ¢t have my DSL connection for 2 weeks and no its not a problem because I am a long way from the exchange, Iâ₠¬ÃƒÆ’¢â€žÂ¢m only 1km from the exchange.



I think it was you which brought up regarding Bulldog the other day. If you think NTL's network is slow id like to see what you think when you have a 2mbps line and only get 130kb/sec.

Quote:

so there is no chance whatsoever of Pipex charging you extra for anything on that service.

NTL can not send you a bill for bandwidth you use over the 1gb as they have not outlined a pricing structure and how much you have to pay per GB extra you use, etc!



It will not be long till BT introduces caps on all the DSL services.

Quote:

You are comparing apples to oranges.

How? If we are going to be funny about this then you cant compare Pipex to NTL because NTL offer 88kbps extra speed soon to be 238kbps extra. On the packages we are comparing.

1) They run over completely different setups
2) NTL provides the service all the way and Pipex resell off BT.

The list can go on.......

I was mearly making a comparison between NTLs so called "Capped" service and Pipex's capped service.

NTL has better download speeds and better latency than any ADSL ISP I have ever used!

Re: A rod for my own back?
 

Im very very satisfied with the service I recieve from NTL with my 1Meg line :)

I would recommend it to anyone that lives in Hemel Hempstead Hertfordshire.

Have a few friends on BT and Pipex and they have had nothing but trouble :(

As long as the standard of service stays the same when we get this Speed Increase then I will be a happy chappy.

£3 for a Extra 500k BARGAIN

Re: A rod for my own back?
 

Glad im not the only one!

Re: A rod for my own back?
 

I think you are both making very valid points, there's no quickfire solution, you are happy with what you're happy with and you'll never change people's oppinion unless they have had the same experiences you've had. Aslong as everybody's happy with the service they're getting then that's all that matters ;)

Re: A rod for my own back?
 

Neil, your statements are all forgetting one simple thing, all your lovely terms on pipex are subject to change, (just like ntl), within the next year, (im going to put a bet on this) ALL major adsl and cable providers will cap thier usage EDIT: I mean cap thier main services (as well as thier pitiful basic services) to about 1GB a day (or 15/30GB a month), BT and wanadoo are the first, and the rest will follow, the reason is obvious, profitability, the majority of people go nowhere near 1GB a day (and remember ntl do nothing to you if your usage isnt considered unacceptable), and the people who do are usually doing things they shouldnt.

Once the majority of ISP's see how well BT and wanadoo do with these caps, they will probably follow.

As for the service, well thats down to personal circumstance, when I got ntl installed, the engineer didnt check the power levels (bad move) took 2 days and 4 hours on the phone to get a resolution, but they were always polite (although they assumed i didnt have a clue, which was scary, im a pc technician and am used to talking through problems with people, not the other way around) and refunded my calls and gave me a month free.

Of course not everyone is so lucky, but not everyone gets **** either, so just because some people have bad experiences, dont assume everyone does.

Re: A rod for my own back?
 

Unfortunately, we have to. As I'm sure you're aware, being a technician, most of the people you talk to don't know what they're doing - that's why they're calling. Even then, we speak to people who claim to be "Microsoft-certified" or even "Cisco-certified" technicians who haven't tried basic steps like rebooting or even making sure the cables are plugged in! :rolleyes: ;)

Re: A rod for my own back?
 

How very true, its a nice little culture shock, and certainly made me think about my own methods of support, If i was a paid professional (I do my support as a hobby, but ive learnt from pro's (both at ICL and college) I would probably have been fired for being a tad too evil about "simple" issues :angel:

Re: A rod for my own back?
 

:LOL: I know that feeling!

Re: A rod for my own back?
 

You're not - I am happy with my ntl service - as are many others (including a few other visitors here).

Equally, not everyone is happy with pipex, far from it - see http://www.cableforum.co.uk/board/sh...ad.php?t=10041

Everyone has there own opinions.

Re: A rod for my own back?
 

Bang on mate.