good old ntl support
 

i live in the NG3 area of Nottingham and had the cable modem go down last week, spoke to some muppet who stated that he had checked my modem and that it must have blown up or somthing,. i then stated that my next door neighbour's was the same and he said there's must have blown up to, oh how i laugh, so i then ask to speak to a so called supervisor who tells me there has been a power surge in the area, fair one, i'll give him that. he then books an engineer for me for the following Tuesday 5 days later so im now paying £35.00 for F**k all as the whole thing is down, im then told it will be anytime in the afternoon so i take half a days holiday off work and guess what, no engineer, i have just phoned them and all they can say is they assumed it was working because they fixed the power problems in the area. bless them. there crystal ball must have been cloudy as they got this one wrong,

i have had enough of all this NTL Cr*p, they also forgot to tell me that when i u/g my modem to 1.5 that i would be double billed. ahhhh, did it slip there mind, no wonder people are moving away from them,

rant over

Re: good old ntl support
 

so when is someone now coming out to you :confused:

:welcome: to the site :)

Re: good old ntl support
 

there not, i am looking around for a new bb supplier, any suggestions, whats bt like as i work in the nhs and get a good discount, anyone know about there service

Re: good old ntl support
 

So the fact that the supervisor told you the same as the agent means that he must be a muppet also then?

The fact that this was caused by the local electricity supply is ntl's fault i suppose?

The fact that this caused a massive increase in demand for engineers' resources is also ntl's fault?

The fact is, separate contractors were called in to deal with these problems and some unfortunate customers were not dealt with. A polite call to ntl would have resolved this, but calling them muppets will not help.

I hope your new bb provider meets your unrealistic expectations.

Re: good old ntl support
 

Quote !!!!!


spoke to some muppet who stated that he had checked my modem and that it must have blown up or somthing,. i then stated that my next door neighbour's was the same and he said there's must have blown up to, oh how i laugh, so i then ask to speak to a so called supervisor who tells me there has been a power surge in the area, fair one, i'll give him that.

UUUMMMM, 2 different things there so yes, 1 person was a muppet

The fact that this was caused by the local electricity supply is ntl's fault i suppose?

UMMMMM, for my little humble home pc i ghave a surge protector, suggest ntl buy some, get them at mapplins

The fact that this caused a massive increase in demand for engineers' resources is also ntl's fault?

UMMMM, they cancelled the engineer and yes it is there fault, i dont keep making people redundant so less staff to deal with problems, but NTL do

a polite call was made and got nowhere apart from india, then swansea then nottingham, not bad for 1 phone call halfway around the world and back to deal with 1 problem,

anything else you'd like to deffend ntl for

Re: good old ntl support
 

Hi,
I think Darkvisor has a point although calling ntl staff muppets is not very fair, most of them try there hardest! But yet again poor communication let Ntl down and continues to do so year in year out and it's the poor customer who suffers. I should know after working for them for four years and dealing with some very unhapy customers over that time!

Why do ntl use contractors if they cannot do the job? Why do they cut jobs when it's quite clear they need all the staff they can get (Not just in call centres but also engineers out in the field too!) :mad:
Although I still have Ntl services after leaving it's only because if I do have any problems I know people within Ntl who can help me... If I didn't I would probably be with a company that has the customer care/support as well as a decent product.

Best of luck Darkvisor getting this sorted!

Rant over! ;) It's Friday not long to the weekend.

Re: good old ntl support
 

Re: good old ntl support
 

i do appologise for calling them muppets but doing there job is an understatment!!!

Re: good old ntl support
 

DOUBLE BILLING

You don't get double billed. What happens is that if you upgrade your package part way through the month, the difference in price between your old pack and your new pack for the part of the month you have had the new pack, will appear on your next bill in addition to the normal month in advance charge. The same applies in reverse if you downgrade.

This isn't a rip off or a con. It's known as 'pro rata billing' and simply means you pay for services for every day you have them.

The alternative is telling customers their package change won't take effect til their next billing date.

Re: good old ntl support
 

as far as i can see the person you spoke to identified that you needed an engineer, and booked one. Whether the engineer turns up or not is no reflection on the TSR that you spoke to one the phone.

Re: good old ntl support
 

but how in a matter of seconds did he work out that my modem had blown up,

do they teach esp in the training at NTL.

Re: good old ntl support
 

If the NTL agent said that the cable modem was faulty owing to a known power surge in the area, why did they cancel the engineer visit? If the modem had been damaged by the surge it would not fix itself after NTL had said they had fixed the power problems in the area

Re: good old ntl support
 

hang on... are you now complaining that the person you spoke to identified your problem too quickly?!? :rolleyes:

Re: good old ntl support
 

no, you stated that he i'd the problem for me and booked an engineer, how did he id the fault within about 10 seconds of me giving my account number, also spoke to a standard custonmer service op, not a tech support and they dont have the equipment to check modems from a call centre in India where my first call was


so how did a person id that my modem had blown up in 20 seconds from the otherside of the world

Re: good old ntl support
 

With respect MB, a lot of people will just see it all as one organisation, CS, Engineers, installation crews, network technitions, all NTL... While I think Darkvisor has been a little quick off the mark here, it's worth everyone else remembering that someone new to all this isn't neccessarily aware of the structure of NTL...

Re: good old ntl support
 

yes a lot of people do and being an ex employee, i know how the cable side works, it's a pain in the a*se when you hear them waffle over the phone as to whats up with the system, also if he had looked at the modem, it wouldn't be there as bb goes straight to a router so he cant even see the modem, as before, i have had to disconect the router from bb so ntl can check the modem.

its a pain when you pay them monthly but have to bow down to them when something is wrong, i take half a day off work for an engineer not to turn up because the thought they fixed the problems at the end of the road, is that good customer service,

Re: good old ntl support
 

If i'd taken a half day off work to wait for an engineer who never arrived I think 'muppet' would be a mild insult to be hurling. To a customer the fact that an NTL contractor, rather than NTL itself, has let me down is totally irrelevant. Service is NTL's responsibility regardless of who delivers it on their behalf.

Re: good old ntl support
 

true - but there is no point coming to a site like this & throwing insults around. We are privileged to have some extremely helpful NTL staff as members of this forum, were I one, I would not feel inclined to offer assistance to someone who just wants to have a rant :shrug:

Re: good old ntl support
 

thanks for the reply homealone but as stated in the first message, it was a rant and wasn't after assistance, just getting it off the chest and that is what a forum is for,

it's just you get some muppets (ntl staff) trying to deffend NTL actions when they are blatantly wrong

Re: good old ntl support
 

I'm intrigued here, your saying that you have your router between your modem and the ntl network, how does that work then?

Re: good old ntl support
 

It sounds as if you know how cable works :D Broadband does not go straight to the router, it goes first to the cable modem and then to the router. The modem is the first thing that NTL can see when looking at your connection. They ask you to disconnect the router to eliminate any problems that it may be causing.

Re: good old ntl support
 

you won't mind me putting you on 'ignore' then, as I like to think the aims of this site are more constructive than to solely provide a soapbox to slag off NTL.

Re: good old ntl support
 

Granted, and I for one am happy to credit staff, whether on this forum or on the phone to them, when they've been helpful. But, and this has been pointed out so many times before, the service provided by NTL is too often not up to scratch, although I personally put much of the blame for this at management's door (training, systems, not enough manpower etc).

Secondly, the world is jam-packed full of muppets so statistically it's likely that some of them work for NTL and the description is apt, albeit derogatory, in those particular instances. It has not been suggested that all NTL folk are muppets (and in my experience there are few Kermit like characters in Tech Support)

Thirdly a lot of people come on this site precisely because they want a rant; this probably saves a lot of no doubt decent NTL folk getting an earbashing which the company, rather than they deserve.

Re: good old ntl support
 

yes - I'm not being an apologist for NTL, by any means, but it just seems illogical, when we have the opportunity, via this site, to obtain help from NTL employees, who blatently are not 'muppets', to alienate that resource by being rude.

tbh Andy, I did feel the OP was tarring all NTL employees with the same brush, hence my comments. I agreed with you regarding the potential for improvement in training etc, though ;)

Re: good old ntl support
 

darvisor- it was technical support you spoke to -> there are no customer service centres for ntl broadband- only technical support.

Also, 10 seconds is long enough to run a report on a modem to see what is going on with a cable modem- that is why staff have diagnostic tools.

The device that you are connect to the router is completely irrelevant- the modem can be checked with a pc, router, xbox, ps2, or nothing at all connected to it.

I appreciate that you wanted to have a rant, and i agree about the inconvenience of the technician not visiting your house being unacceptable. However, i would be interested to see what constructive comments you can make- how would you like your experience to be improved in the future? perhaps a comment on the following areas would be useful-

- the attitude of the people you spoke to
- the length of time you waited
- length of the call
- explanation of the problem
- amount of time that you had to wait for the engineer booking
- any other relevant information

with constructive criticism like this it will be easier to see where things are going wrong.

MB

Re: good old ntl support
 

How DARE you call me a 'muppet' when I have taken the time - my own personal time I might add - to write a detailed explanation of what's causing the issue on your bill! :mad:

You are extremely rude and discourteous and your behaviour is completely out of order.
____________

I posted some advice to the original poster about his bill and he called me a muppet in return.

That's not a generalisation, it's a direct insult and is completely unacceptable behaviour.

Next thing is, people complain that ntl staff don't offer as much assistance on here as they did. I wonder if these people would perform work related duties in THEIR own personal time, in return for a barrage of abuse?

Re: good old ntl support
 

Are you being serious :dozey:

if so chill it wasn't aimed at you, so no need to throw your rattle out of the pram :p:

Re: good old ntl support
 

Apologies if I'm missing something but I thought the rant in question was about engineer not turning up etc. Where's this billing thing come from which has apparently lead to this insult being directed specifically at you? As I say if I've missed something ( I concede this is ALWAYS possible) then sorry but I am, once again, Confused of Bury.

Re: good old ntl support