are NTL cust service advisors trained to lie ?
 

yesterday morning a fella from NTL come and took my parents old STB away and left em with one of the new silver ones, my parents could not connect to the internet though so they phoned NTL who told them that the internet on the new box had not been switched yet, they was then told to phone back in 2hrs if it had not come on, so 2hrs later my mum is onto NTL again..this went on the whole of the day and also well into the following day until i went round and my mum told me what crap the advisors had been feeding her..

so i said to my mum "what do they mean it's not switched on, it doesnt need switching on coz it's already on!"

now i had a feelin they should have had a new ethernet cable for it coz most of them old boxes i've seen have used cross over and i knew these new boxes needed a straight one..so i went home and sorted em a new cable out went back round and within 2 mins they were online..

so then i disconnected it and got them to phone NTL again and they were given the same crap they they'd been getting for 1 and half days.."it's not been switched on yet but it will be soon...etc"

is it any wonder that the ques are so long when you phone the NTL call center ? NTL must be changing thousands of these boxes over and they must know the the customer probably needs a different ethernet cable, ok even if they dont supply it they could at least tell the advisors to tell the customer what the problem is...i dont even work for NTL and am no genius with computers but i figured this out in about 5 seconds flat so what the hell is wrong with NTL ? seems to me either the advisors are trained to fob people off or arn't trained at all..

what a crap way to run a call center and what a crap service.:mad:

Re: are NTL cust service advisors trained to lie ?
 

Hi and welcome

Ntl would never give you a crossover cable, but i may be wrong.

Re: are NTL cust service advisors trained to lie ?
 

Hi there,
an ntl installer has provided me with a crossover dongle when he swapped over the STB before I was swapped over to the stand alone modem.

Although I'm not a tech I have a feeling that the first tech was correct, your account is tied to your equipment, whenever an STB/modem swap is done then they need to change the account information to point to the new equipment.
For some unknown reason I used to chew up the old PACE boxes like they were going out of fashion (I'm very technologically aware and take care of my equipment but still killed more STB's than I'd care to remember! ;) ) so I'm used to waiting a little while after the installer has left for the account to be flipped over to the new stuff.

I feel that the person at fault here is in fact the installer, not the tech support advisor.

Cheers.

Re: are NTL cust service advisors trained to lie ?
 

Sorry, They never provide a crossover cable, "fact"

Re: are NTL cust service advisors trained to lie ?
 

Cable? nope, Dongle? yup.
Fact. :D

Re: are NTL cust service advisors trained to lie ?
 

In that case, work it out between yourselves, see ya :dunce:

Re: are NTL cust service advisors trained to lie ?
 

hi marky and thx,

the old stb box needed a crossover cable to work, and if i rememebr right the old box even had X OVER written on the back of it just above the ethernet socket..the thing that i find disgusting is the fact that they had spoken to about 6 advisors who told them it would be on within a couple of hours when it was already on and had been all the time.

Re: are NTL cust service advisors trained to lie ?
 

I'd hate to start off on the wrong foot after lurking here for so long marky, however I really must disagree with your statement, I clearly remember the installer asking me if I had a x-over cable or dongle handy when one was first needed, I told him I didn't and he went off to his van and came back with the dongle at the top of the image (sorry for the blur, I'm too tired to configure the camera correctly) , and I'm 3/4's sure that the bottom dongle also came from an ntl install.

Maybe this is down to a lottery of installers?, maybe I'm just lucky and got an installer who is on the ball?

Cheers & respect.

Barry 'BloodyL'. :cool:

http://homepage.ntlworld.com/bloodyl/ntl_xover.jpg (Click to see image)

[Admin Edit(Mick):-Image turned to link due to size.]

Re: are NTL cust service advisors trained to lie ?
 

yes, i was expecting to have to put my parents NTL password and PID number in and even had it all ready to do but soon as swapped the cable over it was connected straight away which indicated to me that it hadnt actually been switched off, the installer didnt supply an incorrect ethernet cable, he just didnt supply one at all..

surley NTL know the boxes use different types of cable, how many calls a month would this generate to the call center ? bear in mind my mum had to phone half a dozen times and would have still been phoning tommorow if i had not sorted it.

maybe it would save some money, time and customers if NTL made advisors aware of this so they didnt have to repeatidly fob people off and pass the book to the next advisor who takes the call.

Re: are NTL cust service advisors trained to lie ?
 

Normally if the old box required a Xover cable all they did was supply a Xover dongle and use a straight through Ethernet cable. Which is why the people swapping boxes don't change cables. There should be no need as all they should need to do is remove the crossover adaptor and plug the cable directly into the port.
As stated above though when equipment is changed the new equipment has to be provisioned against your account so sometimes that causes a delay which is why it's possible that CS thought that was why the service wasn't working straight away. CS would have been under the impression that the installer would have made sure that the unit was connected correctly before leaving. Unfortunately that obviously didn't happen.

Re: are NTL cust service advisors trained to lie ?
 

In my experience they don't wait. When my STB was replaced I was told that the screens indicated it was set up correctly but it was waiting for some messages from the mother ship / network (or whatever) and that system had a backlog so this could be a couple of hours.
In the end it took about 45 minutes, but surely it is not worth an engineer sitting drinking coffee for 45 minutes waiting for a data packet from a server to arrive?

Re: are NTL cust service advisors trained to lie ?
 

NTL cust service advisors trained to lie?

Delete the last two words and replace with "monkeys" and you will have your answer.. ;)

Re: are NTL cust service advisors trained to lie ?
 

They have both been used by NTL. The larger one is the one that we now use. I have about 50 of them in my car :)
__________________

:mad: :upyours:

Re: are NTL cust service advisors trained to lie ?
 

We have been here so many times - Can I request that members tread very carefully - there are ntl employees helping out in their own time on here. Such posts can be taken offensively. Thank you.

Re: are NTL cust service advisors trained to lie ?
 

No offence intended only humour. Hence the ;)

Apologies if anyone is hurt. :D

Re: are NTL cust service advisors trained to lie ?
 

Did you switch the box off to change the cable, gamerdude77? If you did, is it possible that your parents were simply waiting for the internet service to come on without rebooting the box, and when you did so - shazam?

Re: are NTL cust service advisors trained to lie ?
 

no Patrick, i didnt reboot the STB..at first i had the icon in the tray that indicates that the modem/STB could not be detected.. then as soon as i plugged the new lead in the icon changed as it detected the STB and i had internet access.