Its official today NTL and BT are named and shamed
 

Today Thursday 1st September NTL and BT have been named and shamed in the media for having the worsed Customer service record, I think its time for OFCOM to have a rethink when renewing NTL'S license to supply all three TV, Internet and Telephone services. I am a little more biased towards BT as I dropped them for NTL but never had to suffer the consequence of pure ignorance , lies and poor sevice continously given:mad:

Re: Its official today NTL and BT are named and shamed
 

There's not a single chance they will review that. Sorry.

Re: Its official today NTL and BT are named and shamed
 

I don't suppose you have a link to the 'naming and shaming'

I could search for it but really can't be bothered as it will probably just be a re-hashing of the same old stats and reports.

Re: Its official today NTL and BT are named and shamed
 

It was reported on GMTV this morning but there's no link on their website. Apparently 21% of people surveyed were unhappy with ntl's customer service.

Re: Its official today NTL and BT are named and shamed
 

I guess it's down to each persons personal experience. mine is that all staff I speak to are polite and resolve my billing issues.

Re: Its official today NTL and BT are named and shamed
 

It seems odd, but if I was to describe my experience of NTL CS, the word I'd use would be 'excellent'. I haven't had any problems with CS for about three years, and even then it was a minor issue.

Re: Its official today NTL and BT are named and shamed
 

I agree.The worst I can moan about personally these days is the stupid interactive software NTL use for their DTV.Otherwise I've no complaints.ÂÂƚ£17.99 for 1MB BB and a phone service that has never failed yet.The last few occasions I've had to get through to CS or TS I've not had to wait above half a dozen rings before getting an answer and I've not been on hold for more than a couple of bars of any Musak.Not even(touch wood) been having any email problems for some time now. :tu:

I'm sorry for thiose who have been mucked about because by the sound of it when it does go wrong it tends to be major.

Re: Its official today NTL and BT are named and shamed
 

The bigger the company, the more complaints it will get - that's a fact of life. Personally I have always had good service from ntl, and appalling service from BT, but I'm not daft enough to think this is the case everywhere.

Re: Its official today NTL and BT are named and shamed
 

21%

If they are that unhappy why don't they leave?

Re: Its official today NTL and BT are named and shamed
 

The report is by Which magazine... HERE :)

Hardly representative though if you see the numbers surveyed. ;)

It is also reported in some newspapers.

Re: Its official today NTL and BT are named and shamed
 

Any time I have had to Call TS, or CS, I have never been mis informed and they have always been really helpful adn friendly
I have no complaints with them what so ever.

Re: Its official today NTL and BT are named and shamed
 

If you read the Which PR story you will also see that either Chimaera heard wrong or GMTV misreported the statistic. The Which site says only 21% of NTL customers were "very satisfied"..not unhappy. They don't quote an "unhappy" figure. I am not sure the end result is any better though...my own experience with NTL is that they are middle of the road, i.e. as bad or good as most other big players.

The time taken to answer the phone is now definitely shorter than it used to be and the staff polite. However recently I have experienced one member of staff saying they would change an option on my account but not doing it and I also have experienced an overcharging issue.

APS

Re: Its official today NTL and BT are named and shamed
 

Although i get as miffed as the next person when my connection goes south i too have no complaints about C.S.or Tec.
I have found it beneficial though to have a good look round this forum if i have a problem, 9 times out of 10 i can get the answer i need or at the very least get an idea of where the problem lies before i phone them.
There would be less complaints and a quicker issue turn around if users were able to provide CS/TEC with more information than a simple "its not working ".
I dont expect NTL are overly keen on some of the content of this forum but i'm sure that they are glad it exists

Re: Its official today NTL and BT are named and shamed
 

I have had some minor problems in the past but they have always been sorted out, some times not right away but things have improved a lot just lately, as for BT I would rather use a tin can and some string than give them my money!

Re: Its official today NTL and BT are named and shamed
 

i believe they are planning to upgrade the quality of the string they use in the future although there are no plans to replace the heinz handsets :D :D



s ;)

Re: Its official today NTL and BT are named and shamed
 

Everyone should know by now that you cannot carry out a survey and then make a sweeping generalisation from the results of that and say it as though it is fact.

BT on the other hand - don't even get me started on them.

Re: Its official today NTL and BT are named and shamed
 

No one I think doubts that obviously some people do have problems, but one does get fed up with negative media attention with BT & NTL on a day when nearly one thousand died in Baghdad and the news that maybe thousands of lives may have been lost as a result of hurricane Katrina's visit to Louisiana.

:erm:

Re: Its official today NTL and BT are named and shamed
 

Perhaps its about time that someone did a survey of the relevance or value of Which reports. As they have possibly less than half of 1% of the population as subscribers ( the people who fill out most of these surveys) they should be judged accordingly.

Many years ago I worked for a major domestic appliance company that was slated in Which reports. A national newspaper ( cannot remember which one now ) ran a story supported by the Which reports, actually named a local person in the Manchester area and described in detail their woes. When the local management investigated it was found to be completely fictitious. Further investigation found that the London edition of this newspaper carried the same story verbatim except for the customer who was now a local of Hackney. The paper did publish a miniscule apology but personally I have always regarded Which reports with a somewhat jaundiced eye. I have always felt that because of the tiny numbers involved in their surveys that an individual within the organisation with an axe to grind could have a field day.

My experience of Ntl CS, tech support and general service is very good.:tu:

Re: Its official today NTL and BT are named and shamed
 

Which is just a bunch of moaners anyway, I looked at the Which? Magazine link....not one positive story. Wow, who wants to read all that.

Re: Its official today NTL and BT are named and shamed
 

cs its self i have never had any problems with , staff have allways been polite to me and have tried to sort any problem i have had out before sending out an engineer , the problems i have experienced though is the engineers not turning up at the time slot i was given. ( ie. am or pm ,)

Re: Its official today NTL and BT are named and shamed
 

Although NTL's customor support is far from excellent, I would say that in the last year they have been trying to improove their services to customors.
They are also now open on Sundays too.
The only thing they need to get rid of now is the Indian call centres.

Re: Its official today NTL and BT are named and shamed
 

I saw some of this report on tv and they only spoke to 850 customers which is very small, they could have pick and bad area?

Re: Its official today NTL and BT are named and shamed
 

Which .net is not www.which.co.uk

Re: Its official today NTL and BT are named and shamed
 

I am amazed at the good feedback NTL are receiving on this thread, am I the only negative.
London customers are suffering on going problems as with Portsmouth the survey its self questioned 50000 people overall of which 1 in ten was satified so the figures don't seem representitive of this site. Having said that though if you look at www.moneysavinexpert.com you will find a different picture, very strange I tell ya very strange in deed, how'ever , don't the Which report only cover the telephones CS ?

Re: Its official today NTL and BT are named and shamed
 

I have never had any major problems with ntl.

I have to say I have had some big style problems with BT, which were never resolved but it is possible they might have changed.

Its all very well Which telling us to move providers BUT 95% of other telco providers only provide calls/billing and not the actual lines. It is not exactly rocket science to produce a bill detailing telephone calls (which ntl and bt do very well), it is however much harder to provide and install a line and ensure that all the equipment at street level, exchange level etc etc is kept up to date and working.

Even one-tel, toucan with line rental are BT Wholesale products so BT still provide and fix the line, its an easy life for the likes of one-tel and talk talk who just handle the billing side of things, any faults are passed off to BT if its through a BT line or ntl through an ntl line.

Most people are misguided, probably the main reason they are happy is nothing to do with customer service. Its either their bills are cheaper, or the particular company in question is more leanient on them not paying in time.

How the hell can you be 50% happy with Blahtel, when all they do is provide a bill, without BT/ntl you wouldnt have the damn line in the first place!! Lets let these clowns provide a line and then see how they do in these ratings! It literally will be bean cans and string!!

I also find it highly amusing that One-Tel have any satisfied customers, after my brief but torrid encounter trying to use them on an ntl line (to save money) I recieved Debt collection notices for an ADSL Broadband product which I never requested in my life, I dont want ADSL, It doesnt work on my line, I dont need it but it didnt stop them trying to bill me for it! Only recently has this been resolved after contacting OFCOM

Re: Its official today NTL and BT are named and shamed
 

Do you have a link to the report that shows 50000 :Yikes:

Re: Its official today NTL and BT are named and shamed
 

Don't even get me started on CS.

India WTF?

All i can hear is but but but ding ding ding. Doesn't help does it.

Re: Its official today NTL and BT are named and shamed
 

Definatly agree that BTs CS is terrible, because them, along with Sky, are just seemingly after the money. However, for me NTLs CS has actually been helpful, which is why we stuck with them and not BT/Sky.

Re: Its official today NTL and BT are named and shamed
 

The Which broadband report I have in front of me, from last month, gives the following figures for "very satisfied" customers; figures in brackets are the sample size :

NTL : 19% (1883)
BT : 34% (2839)
AOL : 35% (602)
Wannadoo 37% (1008)
Virgin.net : 44% (301)
Telewest : 53% (1016)
Plusnet : 71% (391)
Freedom 2 Surf : 80% (111)


I've only included a few to give you the general picture.
Most of the top ranked suppliers have tiny sample sizes e.g.. Metronet 91% (64).So far as meaningful samples are concerned Telewest and Plusnet seem to come out as having the most satisfied customers.

I would of thought the comparison between NTL and Telewest was a pretty good guide and NTL should at least be aiming for the customer satisfaction levels that Telewest have attained.

Re: Its official today NTL and BT are named and shamed
 

Raking over old ground on this topic.

http://www.cableforum.co.uk/board/sh...ghlight=report

Re: Its official today NTL and BT are named and shamed
 

It was misquoted this morning by the woman who supposedly carried out the survey and represented Which on GMTV. Not the first time that a Which representative has given incorrect information during an interview (they messed up during a piece about car seats earlier this year). Chimaera gave the information that was quoted during the first interview on GMTV this morning, the press release wasn't available at that time (I looked for it to try and give a source for the information posted in the first post here).
If Which want to be taken seriously with all their surveys etc then they need to be sure they are giving full and correct information whenever they are asked for quotes etc.

Re: Its official today NTL and BT are named and shamed
 

Which are clearly muppets all along, for years they have slated Vauxhall cars, all along I have ignored them and never had a problem, they just pick a brand (normally a big one) they dont like, slate it and big up some crap nomarks i seem to remember them advising us all to buy protons a few years back......what happend to them? Oh they were ****e!

Re: Its official today NTL and BT are named and shamed
 

To illustrate this: I currently have a fault on my BT phone (the caller hears one ring and static, the phone doesn't ring). I've been on the phone to BT, and just been told that if it is my equipment at fault, I *could* be charged a £50 call out fee, and £60 to fix it! £110!..

Re: Its official today NTL and BT are named and shamed
 

well if its your phone you can understand why they charge, and by the way if you check ntls T&C and they came and decided it was your equipment causing the fault, they can charge you to just they dont tell you before hand!

Re: Its official today NTL and BT are named and shamed
 

Personally I find ntl's customer service quite good, probably above average, my problems with ntl lie with tech support and quality of broadband/tv service.

These survey's should be looking at more then just quality of customer services.

Re: Its official today NTL and BT are named and shamed
 

I do realise that, and it's around £70 IIRC..

Re: Its official today NTL and BT are named and shamed
 

and
I do realise that, and it's around £70 IIRC..

both statements are incorrect ntl's call out charge is £25 and if it is a telephone extension fault it then becomes £25 per extension (which you do not have to have fixed therefore you will not get charged) and then it comes down to the tech if he/she wants to charge you.

Re: Its official today NTL and BT are named and shamed
 

Fair enough.. Lot less than £110, anyway, this is a bit off topic..

Re: Its official today NTL and BT are named and shamed
 

In truth Iâ₠¬ÃƒÆ’¢â€žÂ¢ve never had a bad word about the service I get from NTL Iâ₠¬ÃƒÆ’¢â€žÂ¢m only on the lowest TV package, 1MB BB and Phone.





But the power pack that plugs in to the socket is failing due to the wire connection at the back and Iâ₠¬ÃƒÆ’¢â€žÂ¢ve been on three times to try and get a replacement nowââ‚Âà ‚¬Ãƒâ€šÃ‚¦..Iâà¢Ã¢â‚¬Å¡Ã‚¬Ã¢â€žà ƒâ€šÃ‚¢m in IT Support and I know itââ‚ ¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s the power pack but they go through telling me your connection is working right now and what lights are on etc.



All I want is a replacement sent outââ‚Âà ‚¬Ãƒâ€šÃ‚¦..but this never gets done. The last time someone was calling me back to arrange an engineer to come out, what a waste of time all I need is a power pack posted out.



I can get it working with the old fashion jiggle it till the light comes on but slightest movement near the plug or wire and its gone.



Iâ₠¬ÃƒÆ’¢â€žÂ¢d actually be better if it failed completely as Iâ₠¬ÃƒÆ’¢â€žÂ¢m partly to blame as I donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t chase them up.

Re: Its official today NTL and BT are named and shamed
 

Well I was advised by one of the Mods from this site that this site had clout of which with respect not true as ,my problems still exist dispite emailing them again today at 0930 reply none?

Regarding stats just take a look at the survey of NTL on this site and that makes pretty grim reading and somewhat tallys with which findings, so who can argue with this survey

Re: Its official today NTL and BT are named and shamed
 

With respect this site has resolved a lot of Ntl customers problems when the usual channels have not worked.

A survey hosted on a site like this would, in my opinion, always be slightly skewed towards the negative simply because a significant number of users will find and use the site when they have problems.
If you have Ntl services and are happy with them then you simply wouldn't seek out a help and advice site.

Re: Its official today NTL and BT are named and shamed
 

How long have you waited since emailing the team about your problem? Not long I expect since you have only been a member here 6 days :erm: This site has a lot of success in resolving issues through NTL staff posting here voluntarily and via it's official contact with NTL. Some issues take time to sort out though.

Re: Its official today NTL and BT are named and shamed
 

Not long for NTL standards really 6 emails in two weeks NTLHELL will freeze over by the time they reply?

Re: Its official today NTL and BT are named and shamed
 

Have you listed your issues in a thread anywhere? (Not this one obviously as it would take the thread off topic) I can find posts mentioning a problem with interactive as well as "other" problems.
I would contact a team member again by PM and ask if it would be possible to be given some form of feedback on when the information was passed on to NTL, if it's a lot of problems or a serious local network problem it could take a week for them to gather the necessary information together to base their response on. Give them a decent chance before slating the team and this forums ability to resolve customer issues. The forum team and NTL staff that volunteer their time here do their best to help :)

Re: Its official today NTL and BT are named and shamed
 

ntl: AND BT are both very upset that Which used small viewing numbers (around 857). And feel which are purely just trying to give both companies bad names to get in the press.

Re: Its official today NTL and BT are named and shamed
 

Regarding stats, when you compare the Which survey with the survey on this site, please bear in mind a couple of things.

1) The poll on this site has only a small amount of people posting (less than the which report).
2) A lot of people who join this site (and, by definition, a lot of people on that poll) join the site to complain about NTL.

So, just because the Which results tally with a Poll on this site, does not mean they are accurate.

Re: Its official today NTL and BT are named and shamed
 

Not quite 857 but
isn't actually the most representative number of members to use when a company has millions of customers.

Re: Its official today NTL and BT are named and shamed
 

You have still not given a link to the 50000 survey you so happily posted about. Now you expect an instant answer what about us, Or is it one rule for you and a different one for others.

Here is the post if you have forgotten

Now post the link or be dammed. We have another poster on this forum who makes up fantasy statements and quotes them are truthful.

Personally i just think you are here just to stir up trouble ?

The Mods on this site work dam hard to make it a fantastic resource and help site for Cable customers. Seems a bit rich to have a dig at them considering the short time you have been here and the little you have experienced and contributed so far to this site

Re: Its official today NTL and BT are named and shamed
 

:tu: I second that

Cos, we're not having a go, just that you seem to be assuming that cable forum mods have nothing to do but sit around waiting for you personally to join and email them your query, so that they can provide an instant solution.

CF is not NTL. No-one has a right to demand instant free technical support here. Those members who work for NTL and answer questions here do so because they're nice people who want to help out. They do so out of choice.

So they can just as easily choose not to help someone who doesn't treat them with courtesy.

Re: Its official today NTL and BT are named and shamed
 

Re: Its official today NTL and BT are named and shamed
 

Please take a look at my Blog. This has been going on for almost 3 months. If you mean slating the NTL team no comment my Blog says it all really about the response I have received.

By the way comiserations to those in Portsmouth today who have no TV in PO7 PO8 PO12 how many times is this for you over the past months?

Re: Its official today NTL and BT are named and shamed
 

If you talk to ntl they way you have been talking on this site then I am not surprised you get little response. You have the right to complain when you get poor service - but having the right to complain does not give you the right to insult people left right and centre, and generally be ignorant to everyone. Reading your posts (all 14 of them) I find nothing in them to encourage anyone to volunteer to help you. It's time you had an attitude change (and just to be clear, this is my view as a member of the forum).

Re: Its official today NTL and BT are named and shamed
 

Stuart C, Thankyou once again for your input.

Its a great shame others don't have such an open mind regarding freedom to complain when things go wrong and how certain people are afraid of freedom of speach with out abuse or offence. although I am amazed manners are some what forgotten from some quarters , did I forget my membership subs:confused:

Stuart, like yourself I will give praise when and where it is due and maybe Simon Duffy will make that difference as that why he has been brought in as NTL know they have a long way to go, in the mean time I am baffled at their failings.
__________________

Its a 20 minute waiting time to get through to NTL today 30 minutes yesterday 30 minutes the day before, alternative method was Email 6 times response nil no chance of talking to them:o:

Re: Its official today NTL and BT are named and shamed
 

Wait 30 minutes then? You say there is no chance of talking to them but somehow you know how long it's taken them to answer the phone for the last 3 days.
Oh and as to your "welcome" here, it's nothing to do with subs etc but a lot to do with how you post your first 2-3 comments. If you openly abuse members of NTL staff you are likely to get short shrift as we have many members here that work for NTL and are extremely helpful in resolving issues that members post. If you join the forum and post in a way that others won't take offence to then you are more likely to receive a warm welcome and offers of assistance.

Re: Its official today NTL and BT are named and shamed
 

As for my attitude that is a little rich judging by the way I got welcomed to this site intially and once again i can thank Stuart for intervening.

Re: Its official today NTL and BT are named and shamed
 

cos, as I said, we do have NTL staff who are members and who offer help. However, they are under NO OBLIGATION to do so, and they do not get paid for it. Please bear this in mind while posting. If you come on here posting that you have a problem, one (or more) may offer to help. However, if you come on here saying what a crap company NTL is, they are less likely to.

The way you were welcomed is, IMO, wrong, but it was dealt with. If you do post carefully, you may find people more willing to help.

Re: Its official today NTL and BT are named and shamed
 

My sister is having ntl broadband soon (1mbit, and not the sister who isnt in right area :) ).

I will soon see if installation goes well as my own did and it isnt another horror story. My installation was done before a lot of redundancies occured.

Re: Its official today NTL and BT are named and shamed
 

I would say that those NTL members who frequent this forum are the very small minority of the company that really do care about customer service. So if you are saying that they probably will not help somebody who states that NTL are crap, then why do they bother to visit the forum in the first instance. This forum exists due to the fact that NTL are crap.

If NTL were not crap, then this forum would not exist. If I remember correctly, the reason that the original NTLHELL.COM closed was because NTL could not stand up to the fact that it was a lousy company, so bought and closed the site in an attempt to gag it's client base.

So who owns this forum, sounds like it could be NTL from the way some of the mods respond to posts.

Setch

Re: Its official today NTL and BT are named and shamed
 

The Forum is owned by NTHW ltd. - http://www.nthw.ltd.uk/

Re: Its official today NTL and BT are named and shamed
 

Polls can be misleading but if my continuing experience with NTL customer support is anything to go by then, as far as I'm concerned, its spot on.

I won't bore you all with the details again as you are probably sick of it, but suffice to say after 3 weeks of attempting to get anyone to help, and despite being contacted by 2 members of NTL's *executive office* and being promised a phone call last week, suprise surprise - NOTHING, NADA ,ZILCH

Very poor indeed, I think they totally deserve their terrible reputation, if I ran my company like that I'd be out of business (and rightly so).

Re: Its official today NTL and BT are named and shamed
 

I knew that it was owned by NTHW Ltd. I asked the wrong question.

Re: Its official today NTL and BT are named and shamed
 

What We Do
The Cable Forum concept was created in February 2004 by Frank Whitestone to cater for stakeholders in the British Cable TV and Internet industry, primarily customers of cable companies ntl:home and Telewest Broadband.

Working in close conjunction with nthellworld owner Neil Crayne and the rest of the team – Mick, Richard M, Caspar, Russ D, Pem, Nemesis, Tezcatlipoca, Stuartbe, Tricky & Steve H. Frank created Cable Forum from the ground up during March 2004.

The aims of Cable Forum are simply to build on the success of both of the nthellworld sites and to:

To allow cable customers in the UK to voice open and honest opinions of ntl and Telewest services.
To facilitate discussion between staff and customers of both cable companies.
To provide as much help and support to those who need it and ask on the website.
Cable Forum is owned by NTHW Limited, a company created by Frank Whitestone and Neil Crayne. For more information, please the use the links on the left.




Setch



Thankyou so much for your true and honest response of which I agree with you entirly as this site seems very biased when people complain . I have been told my attitude stinks of which amazes me as for persons abused me by sending me nasty comments as soon as I joined this site. The mods seem to have there head stuck up their ..... afraid of some people giving their true opinions and I expect this post to be edited in the name of political correctness.

Setch, just for your information my problems have not been resolved even after taking the polite route.I am amazed that after complaining to www.moneysavingexpert.com I had a better response from them and strangly there are other persons there who are suffering at the ignorance of NTL so I wonder if this site is actually NTL as it don't seem to have guts to accept critisisim given against NTL :mad:

Re: Its official today NTL and BT are named and shamed
 

Or is it that some here can judge a persons character from the way they post and treat people. Lets face it in your short time here you have managed to **** off both NTL Staff and I would say some of the Mods of this site.

Re: Its official today NTL and BT are named and shamed
 

this makes a change, the site has previously been accused of an anti NTL bias.

What is actually true is that the site is entirely neutral, it provides a forum for members to discuss their experiences of NTL, both good and bad, and in some cases has been instrumental in helping to solve some of their individual problems. While, also, maintaining a dialogue with NTL senior management, with a view to future improvements.

It is not true the site suppresses criticism of NTL, all constructive criticism is welcomed, what is not accepted is general sweeping statements insulting NTL employees.

Re: Its official today NTL and BT are named and shamed
 

If NTL had planned to close nthw.com from the start then they would done just that. They wouldn't have financed it for a couple of years. I don't know what happened there.

If you think the Mod team are pro NTL, just do a search through the posts of either Russ or Neil (both of whom are admins, and Neil is a part owner). For that matter, you can do a search through my own posts (I have been known to have a go at NTL a few times).

The fact remains that the NTL staff who post here do so voluntarily, and if they think they are going to get abuse because of the company they work for, they are going to stop.
__________________


You haven't been here long, and, it appears,you haven't read through some of the posts on this site. As stated above, look through the posts of Neil & Russ.

As homealone says, the site itself is neither for nor against NTL. If a member has a problem with either NTL or Telewest, hopefully one of the members can help. If they cannot the mod team will try and escalate the problem to the relevant people.

Regarding the offensive comments made on your reps, AFAIK, that was dealt with.

Re: Its official today NTL and BT are named and shamed
 

****ed me off too.


I dont want to read those kind of nasty comments on this forum - all of it is aimed at achieving what exactly? :dozey: when you complain about being on the receiving end of nasty comments and then say the mods have their heads up their etc - how hypocritical is that?

Re: Its official today NTL and BT are named and shamed
 

Quite simply, you seem to be here just to cause trouble. You may have, or had, poor service from ntl, but such is your attitude to people who have tried to help you, that they no longer have the will to do so. Personally, I think you're a troll.

Your post won't be edited, but if you continue to simply cause trouble by insulting both the members, ntl staff & the team running the site, then your posting rights will be suspended.

Re: Its official today NTL and BT are named and shamed
 

I am sorry. if I knew NTL was so sensitive about hearing the truth about the appalling customer care and the poor service NTL are giving and still are at this time of writing I would not complained. One rule for one and one for the other on this site judging by yours and other remarks.

Instead of me being repeatedly called a lier from some brainless poster on this forum please read my Blog and then seriously answer why NTLS service is appalling and continues to be up to this time as issues have still not been resolved.

I apoligise to any NTL staff who may have taken offence it was not intended at you personally more towards your managers who are letting you down Gillian Supervisor for one who waste NTL customers time with lies. Also
there are anumber of idiots on this forum who have answered my statements with such negativity I wonder if they are just jealous when someone has a legitimate case as they then take to sending abusive comments, they know who, it is them who are giving this site a bad reputation and takes away the fact its here to help people like myself, they need to get their own sorry house in order or get a life and leave the real world to enjoy what can be a great and helpful site.

Re: Its official today NTL and BT are named and shamed
 

I am tempted to read your blog but suspect that if anyone is deserving of poor customer service then it's someone who uses words like "brainless poster" "idiots" etc. Is there any chance you could continue this discussion without any insults?
__________________

I've read your blog - unbelieveable - I take it you've chucked ntl out and gone to sky?

Re: Its official today NTL and BT are named and shamed
 

Yes, you're right, it's very poor and unacceptable. I think the 'executive office' have had their eyes opened to just how poor some areas of their own company can be. The difference being that eventually they will have clout to get something done, but these things can take time. The difference from our POV is that you (afaik) have not resorted to personal insults.

Re: Its official today NTL and BT are named and shamed
 

Having just read through my previous post before (Stuart warning) without finding the need to edit them I find your remarks some what questionable. Please explain how they can upset people when they are true. This site is supposed help people but instead being surpressed by some arrogant folk who can't accept NTL customer have real problems of which they would like to discuss with like minded persons. I am sorry if some of you take issue with this, as I understood I would get some clear cut answers and not have wade my way through some idiots negative remarks each time, goodness I feel sorry for some people:o:

Re: Its official today NTL and BT are named and shamed
 

I don't think it's the fact you are complaining that is causing people issues. I think it's the way you are phrasing your complaints. Calling people "brainless" and "idiots" does not help your cause in any way.

No one here is arrogant enough to assume that NTL don't have problems (the fact this site was set up in the first place is an indication they do), and, TBH, ANY large company is going to have problems somewhere in their system.

A quick tip. I have found (in life) that if you have a geniune complaint, then you are actually far more likely to get help if you are polite. If you get people's backs up by insulting them, they are not likely to help you.

Re: Its official today NTL and BT are named and shamed
 

:tu: and there are the words of wisdom

Re: Its official today NTL and BT are named and shamed
 

No, no personal insults, I've written a lengthy email to one of the 'executive office' staff asking yet again why I am being continually ignored, which I copied to Mick from the team as he was helping me to try and get someone to answer my complaint.
I've told him exactly what I think of the company he works for in no uncertain terms, but there are no personal insults.

I just wish they would get their act together, they are woefully bad at present :(

Re: Its official today NTL and BT are named and shamed
 

God help us all , open up the star gate and let me as I now know my sins and realise the error of my ways , joining NTL and trying to make sense of the appalling customer service:dunce:

Re: Its official today NTL and BT are named and shamed
 

:rolleyes:

Re: Its official today NTL and BT are named and shamed
 

I think there should be a larger gap between 'appalling customer' and 'service'

Re: Its official today NTL and BT are named and shamed
 

Has Micke made them aware of the cogent issue's in the network problem thread then?

Re: Its official today NTL and BT are named and shamed
 

Hmmm, I really can't bring myself to read your blog but from reading this thread I can just imagine the letters and E-Mails you have been sending into Ntl (I used to deal with high level complaints before I left). I also have the gut feeling the complaint is actually fairly petty.

As Stuart C said if you want something done being polite works 100 times better than shouting and resorting to personal insults.

If an E-Mail or letter filled with the comments in this thread was passed to me to deal with you would get the bare minimum of customers service. I certainly would not go 'above and beyond'. That may sound harsh but that is the way things happen.

As an Ntl customer I do not feel their service is 'woefully bad', I don't think it is any better or worse than other similar sized organisations. I do find that a lot of people have a perception of Ntl having service problems which can cloud their judgement and cause small issues to become blown up due to the belief that things will go wrong.

Re: Its official today NTL and BT are named and shamed
 

DEZZO is that the one where you read a letter and show it to a colleague with the words this guy seems really nice i'm going to see what i can do for him :)


or

what a plonker and file it at the bottom of the inbox :disturbd:

Re: Its official today NTL and BT are named and shamed
 

Yep its amazing what a bet of politeness will do for you. I've found myself setting up people broadband connections in my own time after work because of problems they were having. Would I have done that if they were stroppy on the phone or in their e-mails? Would I ****.

Possibly ;) , or you save the letters for a t*sser of the week award. Completely unprofessional but great fun.

Re: Its official today NTL and BT are named and shamed
 

Agreed, its just a shame it seems to take 100 times before anyone with the knowledge to help you answers the complaint/query, its all very well having 2 people from the 'executive office' answer (even they took 2 weeks), but they just 'pass on' the complaint/query and you are no nearer getting an answer, bit rubbish :(
__________________

I doubt it, he was only getting someone from NTL to answer me, not passing on info (I think anyway), I mentioned the Cogent problem (its even worse tonight) in my complaint, but I'd guess that will be ignored along with everything else.

Re: Its official today NTL and BT are named and shamed
 

It just goes to show what unprofessional persons really did work at NTL judging by the comments above Ians, I am not surprised the company was left in such a state absolutley unbelievable. I can concur with the freelance engineers who service NTL customers , unfortunatley these guy are fantastic and do their job as they don't have folk carrying them so I wont repeat any remarks they may have said. But hey guys keep up the good advertising for NTL customer services, newbies will be impressed when they read your comments.
__________________


Ian Goodluck , dispite being polite on the phone with NTL and dispite what some of these folk imply here , NTL are not providing the service they are contracted to do and like yourself being ignored. I wish you the best of luck. It might be worth making a note to the OFCOM sight and Watchdog if you don't get no joy with in the week.

Re: Its official today NTL and BT are named and shamed
 

I assume you mean my comments. Was it the bit where I mentioned that I would bend over backwards to help customers who were pleasant or the bit where I said I would still help customers who were arrogant and annoying but wouldn't do anything extra.

Such a state? You mean with losses dropping etc. Sorry to burst the bubble of whatever fantasy land you live in but I only left as I was made redundant. How exactly is Ntl in a state? Perhaps we can have a few more poorly worded pearls of wisdom from you on this subject.

Agreed there are some good Ntl engineers, there are also some absolutely shocking ones. Just like customer services in Ntl (and every other large organization). You get good and bad everywhere.

When they come here with a problem and get it fixed with the help of the Ntl staff who post here (in their own time and without pay) they will be impressed. A lot of problems have been resolved through this site.
If they come here with an attitude that stinks to high heaven and a belief that the world revolves around them then they might get the same level of help you are getting.

Re: Its official today NTL and BT are named and shamed
 

Customer services must be on the up now, if thats how you treated your customers good or bad , not professional is dezzo, in fact very childish when people were paying for a service from their hard earned cash. My customers are my bread and butter and if they have a gripe no matter if they are angry , they have a right to be,if someone can't or won't do their job and give the service they have paid for I get it sorted. I did'nt come here asking for help I came to publicise the poor service still to be expected from NTL , I should'nt had bothered has you have highlighted this fact yourself.

Re: Its official today NTL and BT are named and shamed
 

so if I share my experience, where the install went smoothly, my bills have always been correct, calls to customer services have been answered promptly & changes to packages have been actioned, as requested, would I be right in saying NTL are wonderful.

To answer my own question, no, any more than your experience makes what you say about them 'right'. You have had a poor experience, but I cannot see how coming on here to 'publicise' the fact is going to help. In my opinion you would have been better off quoting your blog & asking if anyone could help, rather than calling people 'idiots'.

Re: Its official today NTL and BT are named and shamed
 

I think you are missing Dezzo's point. Customers have a right to be angry and frustrated if they are not getting the service they are paying for, but not insult, nobody should have to put up with that sort of crap from any customer, it is verbal abuse and is unacceptable.

This site has moved on from the days of being just a 'rant' site but is a site for constructive criticism, a place to seek help from others and a place where discussion of various topics is allowed between members.

I have seen some pretty ridiculous comments posted in this thread about ntl owning this site - ntl does not own this site - This site is independent of ntl.

This problem that you are having, cos - I don't think you have passed it through us to pass through our official ntl contact.

Re: Its official today NTL and BT are named and shamed
 

Thankyou for you reply, I did pass it through one of your mods with my account number.

Re: Its official today NTL and BT are named and shamed
 

Or the one I will show you mine if you show me yours:D

Re: Its official today NTL and BT are named and shamed
 

Re: Its official today NTL and BT are named and shamed
 

I have contacted these.

http://www.otelo.org.uk/

NTL are a member, although you are supposed to make a reasonable effort to resolve any problem with NTL before contacting them or you wont qualify for help, I was advised to do this by some peeps of adslguide.

Re: Its official today NTL and BT are named and shamed
 

To get anything taken on by Otelo, you need to either have a 'deadlock letter' from your phone company, or else have had no response for 12 weeks.

They will NOT take cases in any other circumstances. Always a handy one to fall back on when a customer threatens you with the ombudsman the split second they can't get their own way.

Here's a link to the rules, just to stop the usual clan from coming in and telling me I'm wrong:

http://www.otelo.org.uk/content.php?...1d61a9df8bb5b5

Re: Its official today NTL and BT are named and shamed
 

looking more like a site to defend ntl

i agree insulting people is out of order but to expect people to be polite after some of the things that happen is being rather nieave

and deciding on lvl of service on that is childish and most probably why they get such a bad name

Re: Its official today NTL and BT are named and shamed
 

I will remind you of a saying.

'You catch more flies with honey than with vinegar.'

Always be polite whomever you are talking to especially if they are the ones with the knowledge.As a teacher I WILL help every child in a class.However I'm more reluctant with those who swear at me because they think it's big.I'm also less inclined to go that further step if they are offensive in manner.I suspect it is the same with everyone,doctors,nurses,police,army,politicians,fi remen,roadside rescue,coastguard etc who provides help or services.

It does also work both ways.If one gets a depressed or grumpy tone at the end of a telephone queue one is automatically going to find it difficult to deal with that person.I'm thrown by anyone who is aggressive on the phone myself so IF I'm bad tempered or grumpy in return what can anyone expect?

In all the time I've been with NTL I've only had one such response.Since then I've had nothing but politeness,kindness and helpfullness.I believe this is because I'm polite and cheerful myself no matter what.It's the attitude I employ whomever I'm dealing with when complaining about services with ANY company.Not had any real unpleasantness thus far either and I've no outstanding issues at this date.

Re: Its official today NTL and BT are named and shamed
 

i help run a nursary as chairman

those are the kids you should try hardest with and give you the greatest pleasure when they turn out of your class better than when they went in

CS SHOULD EXPECT FRUSTRATED AND ANGRY PEOPLE

i agree swearing ect shouldnt be tollerated

but if the company doesnt train its staff to undestand how to deal with those who are upset

it explains why thier rating is so low

Re: Its official today NTL and BT are named and shamed
 

If you can get the disruptive on your side so much the better and of course the way to do it is to be agreeable,pleasant and as helpful as you can in response to bad behaviour either from children OR angry customers.However NTL workers who come here are doing so in their own time..I do not see why when they are off the job they should be abused and shouldn't show annoyance when confronted by abusive posters just because they work for NTL.

Re: Its official today NTL and BT are named and shamed
 

Why?

Normally the CS staff do not deal with children, they deal with adults who should really be expected to have a basic grasp of manners (sadly some do not)

Dealing with angry, frustrated children might give you the greatest satisfaction. Dealing with angry, frustrated and often aggressive adults doesn't. Dealing with people who calmly explain their problem to you does give satisfaction, far more than resolving the problem of someone who clearly thinks they are above you.

Re: Its official today NTL and BT are named and shamed
 

if they are here to help i quite agree

but descriptions of how tthey behave at work shows why problems escalate

if ntl wants to improve its image they need to change that sort of attitude

i have always gone by he idea that an angry customer made happy is an asset

but one you have completely enraged can cost you more than just his money

Re: Its official today NTL and BT are named and shamed
 

Quick newsflash. It isn't just Ntl that have staff that have a laugh in work. It is about, oooh, 99.9% of companies in the UK. Its about stress relief and team spirit. In fact compared to another company I worked for previously (which had a superb record for customer service) it was remarkably restrained.

Some people may find it distasteful, some may even find it insulting but honestly is anyone really surprised about it?

Just to clarify once and for all.

I was NEVER anything less than 100% professional to customers. If a customer was polite or had been messed around but wasn't shouting or screaming I sometimes went a bit further than what was expected.
If someone was shouting, screaming or was abusive I would help them. I would try my best to keep them as a customer.

What I wouldn't do would offer any extra help such as arranging a home visit (as an extra service, not a standard engineer call) to install broadband etc.

Re: Its official today NTL and BT are named and shamed
 

Wrong.. We are happy for people to post their problems on the site, and hopefully one (or more) members will post a solution. If not, the mod team will approach NTL. However, this site is not here to defend NTL. If (and when) NTL do bad things, they SHOULD be criticised.
I disagree to a certain extent. Obviously some of the members of this site have had a bad deal, and have every right to be angry at NTL. However, as I have stated elsewhere in this thread, with ANY company you get a lot more help if you are POLITE to the staff.