Ntl Insider Info
 

I've noticed quite a few posts on this site regarding inside information, i'll tell you a couple of stories firstly to do with BB support for TW. Whilst working with them, customer calls came through one @ a time, if whilst on the call an employee couldnt be bothered, they'd either stick you on hold, press the mute button and talk to there colleagues next to them complaining and takin' the micky out the customer. Telewest runs off a similar script like AOL, NTL, TISCALI, except that TW use a thing called a knowledge base on there local intranet. When a cust phones through, we would always listen to what the customer has to say regarding there problem, ask for details etc...after then we would ask what lights were on the modem, Telewest having used Motorola Surfboard modems and Scientific Atlanta Cable Modems. Usually the way the script worked was the following:
**ALL MOTOROLA MODEMS**
Power Light On/Off - Fine/power supply fault to the modem(book tech)
Send Light On/Off(flashing) - Upstream Locked/no upstream lock,try reset modem via the modem config pages,check local ubr for problems,book tech.
Recieve Light On/Off(flashing)- Downstream Locked/no downstream lock,reset modem,check fav' frequency 331'000'000hz,check ubr problems,book tech.
Online Light On/Off(flashing) - Registered on the Network/check cust services are enabled,send balance hit or line runner hit.
**S.A MODEMS**
Same sort of script again, if the cable light was solid, then there were no problems with the modem itself or the line, usually something to do with the customers operating system, i.e 169 ip or 192 ip(router connected) or reading an ip off some other networking device.
There are so many things i could go on about, but i will spill one dAY :-)

Re: Ntl Insider Info
 

So you're saying ntl has irresponsible employees just like any other company?

Re: Ntl Insider Info
 

Wow.... so NTL CS/TS is almost exactly the same as most call centers then :erm:There's a shock and something I never dreamed was true.

Re: Ntl Insider Info
 

No, TW.

Re: Ntl Insider Info
 

Question is, will TW be forced to use the cheaper Ambit modems that ntl have been using for years?

I still have my original SB4100 modem from way back in 2000 when I got Broadband, and I am loathed to let t go. Although I have to say that having set up wireless networks for a number of family member with the ntl 250 modem, they are not that bad at all.

Re: Ntl Insider Info
 

Shame he titled it "NTL Insider Info" then ;)

Re: Ntl Insider Info
 

Didn't you hear about the merger?

Re: Ntl Insider Info
 

Merger? Nah, not seen anything posted about any merger. I reckon Richard Branson shoult get involved...... oh hang on :p:

Re: Ntl Insider Info
 

So what you are saying is that we _all_ use and stick to scripting & tried and tested troubleshooting. So once the preformed guide has been done we go no further?

So non of us will use our own knowledge, check for static IP, firewall settings, netstat results, possible dns hijacks etc. I could go on here.

I think its unfair of you to brand us all the same my friend.

r00t
TSC ntl:telewest.

Re: Ntl Insider Info
 

What? ntl staff mucking around....during calls from customers!!

Oh the horror, will somebody please think of the children! :)

Re: Ntl Insider Info
 

NTL also had a knowledge base, as Russ can tell you as he was tech support for ntl at Matrix. Aslo when I worked at Ntl (albeit in DTV/CATV/telco faults) There was no 'script'. There where a few defined processes for certain errors that worked but other than that we where armed with diagnosis tools to try find out if a fault required a tech or not.

I moved onto Freeserve after ntl and surprise surprise that had a knowledge base also. Most support centres will have.:erm:

Re: Ntl Insider Info
 

Ssssh, it's secret :cool:

Re: Ntl Insider Info
 

Ambit modems are pretty reliable. And besides £150 for a Motorola or £10 for ambit that's just as good (and higher spec) is a no brainer.

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No, completely with you there, like I say, my SB4100 has been a rock, and those new ntl 250's look rather nice, and seem very reliable.

To be honest, if they sent me two empty can's, and a pice of string I'd find a way of making it work as long as I got a consistent upload download speed :):)

Re: Ntl Insider Info
 

No secret, and its the reason why a number of employees were put on garden leave before christmas and get their redundancy cheque in the new year.

Re: Ntl Insider Info
 

I worked for a company in Erskine and it was Telewest BBI we supported. I can honestly say – yes we would have the odd chat about customers during quiet times but in all the group I worked with did there best to help the customer. You take on the problem and deal with it- I know personally if I could not solve it, I wanted to find out how to solve it in the future.

Some customers are idiots – fact
I was always polite despite the fact the customer would refuse to answer simple questions, London was a favourite they wanted it fixed like Magic.

“My internet is Broke!� :rolleyes:

“Ok can you tell me what lights are on the modem?�

“ No! I don’t have time�:dunce:

“ Could you phone back when you have more time�

“No! I want it fixed� :dunce:

When your saying this your bringing up details and checking there modem using a tool and even re-booting it.


Best I found was the folks from Newcastle etc, always a pleasure to help them.

Re: Ntl Insider Info
 

Don't you mean some people are idiots?

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Agreed, some are totally useless. Wanting you to talk them through a wireless router setup, and during the course of the setup they mention " Hey its asking me to pick a language, now its asking do I want to register to Microsoft now or later"

Arhhhhh, you thick *bleep* you haven't even setup your pc/laptop and you want me to talk you through setting up a piece of hardware?

And then there are those that are clueless but follow instructions well, and those with some knowledge; so you can bounce them around windows/ apple with ease: so making your job that little bit easier.

I love em all, its a challenge & pleasure to help :D

Re: Ntl Insider Info
 

Yes, including those CSA's who no matter how you explain your problem, they still don't have a clue what you're telling them.

Re: Ntl Insider Info
 

They are the same "people", the "idiots"?

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I think we can agree Russ B, that there are good and bad both sides. Customers & support alike.

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:tu:

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I was under the impression that the 250 is better that the SB4100 anyway.

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I dont like it when im spoken to like an idiot half the time and can call and tell the CSA what the problem is but they still persist in getting me to run round in circles this is true for all CSA in all areas (cable and dsl)mind you .
Its not just customers that are idiots sometimes advisors are too ;)

Re: Ntl Insider Info
 

I wonder if it's the same in all staff/customer environments. Where I worked we kept a 'bugger' book into which we wrote all the stupid things customers asked (and some the staff came up with too).

Scene: Petrol Station - Saturday 2.30am

Q. Are you open?
A. No, I thought it would be nice to switch all the lights on and sit here trying to get a tan. :D


DW

Re: Ntl Insider Info
 

:LOL:

And this Christmas day, on answering the phone.

Cust: oh I didn't think you would be open today
Rep: Then why did you phone?

Re: Ntl Insider Info
 

Some of the best i heard said to me in my install days was.

Oh i did not want any cables with my cable tv. Can you do it without wires :Yikes:

Can you block out the Nickelodeon channel i don't want my kids watching that filthy channel. :Yikes:



Went to a fault in a flat above a cyber cafe. When i got there the customer said its my broadband it runs slow on this PC and this PC and this PC, the others in the back room are fine. This was after we went down stairs to the router in the cyber cafe which he was running of a settop box residential service in the flat above. :Yikes: " But not for long after my visit;)"

Re: Ntl Insider Info
 

:rofl:

with regards to the comment some people are idiots, i think the majority of people arn't but the ones that are, and sometimesi do wonder how they have made it this far in life they stick out and you remember them

Re: Ntl Insider Info
 

In fairness, all the lights being on (in the shop anyway) doesn't necessarily indicate you are open. When I worked for Blockbuster, once a month, we did a stock take after hours, and had all the lights on. We weren't open for business though.

---------- Post added at 18:43 ---------- Previous post was at 18:39 ----------

One of my favourites is this. I work in a Uni computing lab, providing tehnical support. Often, I have lunch at my desk. So, I'll be sitting there at my desk holding a half chewed sandwich, another one in a packet on my desk. Possibly with a drink and crisps. A student walks in, and asks "are you having lunch?"

Re: Ntl Insider Info
 

managing and selecting staff is not easy and i agree with tabula rasa, do not place all ntl staff in the same mould, my personal experience is that call centre and engineering personal can often take the easy route to problems; and these people take some finding. having been in at the start of cable in the nottingham area i do know. still having a few problems trying to get ntl installed myself but the problem is being sorted by a member of the forum and a local rep both showing concern over the original lack of interest and working to sort it out.