NTL think that they own this site ?????????
 

Some time ago when NTL decided that they would not bring the dotcom site back I filled in a complaint form on the ntlworld.com site expressing my views on the closure and also the fact that NTL prices were becoming uncompetitive.

Today I have just received a call from Catherine in Customer Liason in Nottingham who wanted to talk to me about the complaints.

On the pricing of NTL services she said that their market research showed NTL products to be very competitively priced and where else could I get broadband for £8 a month. I told her that this was only a special offer given to me by their retention department and that it was soon to expire and that I would then look at their pricing and move my telephone and broadband to other suppliers if it was beneficial to me.

The next bit was the killer though. She said that nthellworld had been temporarily closed under review but was now back. As I was sat at my computer at the time I immediately clicked on the dotcom link and got the usual holding page. I told her that I had just tried to access the dotcom site and it wasn't back. She then said that it wasn't dotcom but nthellworld.co.uk. When I told her that .co.uk wasn't owned by NTL she said that it was and would check with someone else. She put me on hold and then came back with the story that whilst nthellworld.co.uk was run by someone else on NTLs behalf it was still owned by NTL. Another session on hold whilst she spoke to yet another person resulted in her coming back and saying that they still thought that .co.uk was owned by them and she would email me later when she had checked further.

Something about posterior and elbow springs to mind.

Re: NTL think that they own this site ?????????
 

typical ntl :(



scary when they cant even get this right :disturbd: :Yikes: :disturbd: :Yikes: :disturbd:

Re: NTL think that they own this site ?????????
 

:Yikes: :Yikes: :Yikes: :Yikes:

NOOOOOOOOOOOOOO

please dont let them try n take this site :bigcry:

Re: NTL think that they own this site ?????????
 

:Yikes: they cant....we would only be able to view it 50% of the time *cough* :disturbd:

Re: NTL think that they own this site ?????????
 

BS :rolleyes: BS BS BS..... :mad:

Although not suprising - she is probably getting mixed up between sites because .co.uk will never be owned by NTL

Re: NTL think that they own this site ?????????
 

Ian - this site has been sold to NTL. I thought you knew?

:bigcry: :bigcry:

This is their new customer service protal!


:Yikes:

Re: NTL think that they own this site ?????????
 

Oh my god. :rofl:
I can tell you now that it isn't owned by NTL or run on their behalf (despite the amount of people who email us, ignoring the message all over the Contact page, with technical/billing problems thinking that we are actually NTL).

Re: NTL think that they own this site ?????????
 

are you :batty: or :drunk:

The amazing thing is that they must be improving because this is the first time that anyone has actually replied to any email or webform that I have sent.

Re: NTL think that they own this site ?????????
 

Didn't take them too long to realise their mistake, just received this email.

Re: NTL think that they own this site ?????????
 

well thats a relief

Re: NTL think that they own this site ?????????
 

the one on the left!

Re: NTL think that they own this site ?????????
 

lol absolute classic ntl :rolleyes:

I haven't laughed so much in months :rofl:

Re: NTL think that they own this site ?????????
 

We all know there are many great NTL employees who do a great job in helping customers with their problems but this just goes to show that no matter where you go, no matter where you hide, there will always be the good old NTL muppet.

In recognition of this we (actually, just myself :D) at Nthellworld have decided to form this tribute.

All together now.....

Re: NTL think that they own this site ?????????
 

most of your commets seem a little unfair. you cannot expect all ntl associates to know the comming and goings of websites on the internet.

edit: it is a simple mistake to make. as easy as thinking ntl think they own the site just because an employee thought so

Re: NTL think that they own this site ?????????
 

Well said

Re: NTL think that they own this site ?????????
 

But this person was from Customer Liaison. It was her duty to deal with a customer's complaint. You would expect a person in that kind of position to have a little more knowledge of the company than perhaps frontline staff (who, it might be argued, may make such a mistake and be forgiven). Not only would you expect her to get it right but also her department colleague with whom she conferred.

Re: NTL think that they own this site ?????????
 

I don't expect all NTL associates to know everything, but I do expect that an answer to a question asked on their complaints form some time ago be researched and not guessed. Even having put me on hold twice to seek advice from other associates I still got the same response so I think my comments and the responses of others are very fair.

Re: NTL think that they own this site ?????????
 

It's not quite that simple. The CSR checked with someone (a supervisor I imagine) and they still got it wrong. Whoever they asked clearly did not categorically know who nthellworld.co.uk belonged to, so why say it belonged to ntl?!?

If the supervisor didn't know then they should have said they didn't know or asked further up the food chain. It's the same old bull**** to customers.

Re: NTL think that they own this site ?????????
 

now that scared me, but i think we would have been told before now if the site was owned by ntl

ntl will no doubt take credit for everything, i just wonder if they have looked at the site recently :erm:

Re: NTL think that they own this site ?????????
 

but ,,,,, if that employee doesnt know for sure then they shouldnt comment on it , should they :(

Re: NTL think that they own this site ?????????
 

Exactly --- Whats wrong with saying " I dont know " ?

Re: NTL think that they own this site ?????????
 

but isn't that the point, see did and asked two collegues....who said the site was ntl owned

Re: NTL think that they own this site ?????????
 

It's just the same old ntl problem....... "Lack of Communication" :rolleyes:

Re: NTL think that they own this site ?????????
 

Or lack of giving a t**s about the customer :mad:

Re: NTL think that they own this site ?????????
 

I think your all being a bit OTT, lets face it only the people here on the site would know the difference. Ntl DO own a web site with a very similar name. Theres also the wealth of different ntl hell type sites are ntl cs supposed to be educated on them all even when they have nothing whatsoever to do with their job description. Simple mistake and to be honest silly to ask in the first place since the answer is known.

Re: NTL think that they own this site ?????????
 

I agree with much of what you say, and I wasnt being nasty with my comment. I would of thought that ntl would inform their employees that the .COM site is no longer running. ie: ntl no longer have anywhere for customers to have a discussions forum and complain or make suggestions.

It was not a dig at any ntl employee, it was a dig at the system.

Re: NTL think that they own this site ?????????
 

It would have been a simple mistake if person had not checked twice with her manager and still got it wrong !

Re: NTL think that they own this site ?????????
 

To be honest Escapee, In ntl's failure to promote their own site. I do not even think ntl told all their employees nthellworld.com existed and was owned by ntl. Most CSR's I have spoke to in the past, had no knowledge of it and in actual fact they presumed I was talking about ntlworld.com.

Re: NTL think that they own this site ?????????
 

Yes but it should have been a researched answer, as ianathuth made the enquiry some time ago.

Re: NTL think that they own this site ?????????
 

Just a query...... is that all of the contents of the email that was sent to you in relation to the phone call?
Just wondering since she doesn't actually say in it that nthellworld.co.uk isn't owned by ntl.... just that nthellworld.com won't be relaunched..... :naughty:

Ok.... so i'm being pedantic ;) and she was just avoiding having to say that she's got the whole ownership issue of .co.uk completely wrong and admit to ignorance on the matter :)

Re: NTL think that they own this site ?????????
 

Sorry Stu but that is just OTT - How does one persons confusion about .com v .co.uk translate in to this, I have seen more than one person get confused by the two on this site. !!

Re: NTL think that they own this site ?????????
 

If it was just that then you would be correct.... However its NOT !

I know for a fact that they could not care less about my custom. They did not even have the curtesy to ask why I was leaving....

Still you are entitled to your opinion ! Maybe it would be different if you had send 12 letters to the MD's that were ignored and spoken to TS nearly 30 times and nothing was done !

Re: NTL think that they own this site ?????????
 

While I can understand that there has been some confusion over sites, its not rocket science or hard to distinguish from the two and someone employed in the capacity to resolve a complaint, ought to know the difference IMHO.

Re: NTL think that they own this site ?????????
 

Dead right! :tu:

Re: NTL think that they own this site ?????????
 

And to be fair, how long does it take to log on and have a look at the main page where it clearly states "Remember that nthellworld.co.uk is not owned by Ntl."

I fear it could be the return of the Ntl BS again, we haven't seen any for a while, maybe its trying to make a comeback like Peter Andre, nether are a good thing IMHO :)

Re: NTL think that they own this site ?????????
 

The CSR should have known the difference, and certainly should not have guessed at an answer.

However, if NTL had a serious online support policy then the mistake would not have been made IMO.

Re: NTL think that they own this site ?????????
 

Where is the 'jaw hits the ground smilie'? :Yikes: :disturbd:

Re: NTL think that they own this site ?????????
 

You mean this one?

:eeek:

Re: NTL think that they own this site ?????????
 

CSR's aren't nesessarily going to be net savvy and confusion between co.uk and com is easy (as other ppl have rightly pointed out). you also have to remeber that what happened to nthw.com and nthw.co.uk was something ppl outside of the community are, at best, only going to be vaguely aware of.

Re: NTL think that they own this site ?????????
 

Anyone can make a mistake, that's fair enough, nobody is perfect, the CSR should have known, but I don't blame them that they didn't. I still maintain that a properly communicated online support policy would have made such a mistake virtually impossible to make.

Re: NTL think that they own this site ?????????
 

agreed

Re: NTL think that they own this site ?????????
 

But she wasn't just a CSR!!!!

Re: NTL think that they own this site ?????????
 

At the moment, NTL think that they're an ISP, so I believe they are delusional. :D

Re: NTL think that they own this site ?????????
 

no she was someone who deals with complaints. either way she is outside of the nthw community an unaware of the difference between .com and .co.uk

Re: NTL think that they own this site ?????????
 

I disagree. If you make a complaint to someone whose job it is to deal with such, you expect them to be more knowledgeable than frontline staff, or CSRs. Employees who deal with complains should have enough resources around them to be able to answer these types of questions about the company. Not only did she fail this but so did the person she conferred with.

Re: NTL think that they own this site ?????????
 

I just think ppl expect too much - it was a mistake

Re: NTL think that they own this site ?????????
 

If she had just come out with the statement then yes - It would be a simple mistake.. However - she checked with other people twice and still got it wrong !

Re: NTL think that they own this site ?????????
 

But a mistake that could lead people to believe that this site is owned by NTL and people will start to worry about speaking freely about the problems they are experiencing and what they think of NTL.

People could start to leave this site in droves on a mistake.

Re: NTL think that they own this site ?????????
 

Yep, we all make them but to make one while investigating a complaint, I would of thought that ntl had a standard policy of how complaints should be dealt with, that they get investigated and all possible factual information is ready at hand to pass to the customer, that made the complaint. :)

Re: NTL think that they own this site ?????????
 

yes, and for reasons pointed out by myself and others, confusion between co.uk and .com - it is not the end of the world. at least she is better informed on this subject than she was

Re: NTL think that they own this site ?????????
 

To some it would, but to me I don't really care, just pointing out some chain reaction events that could come from the mistake. ;)

Re: NTL think that they own this site ?????????
 

Would it be cynical of me to say it seems to be typical of NTL that she should be told of the difference between the sites by a customer and not by her employers?

Re: NTL think that they own this site ?????????
 

When I was speaking to Kathryn on the subject of who owns nthellworld.co.uk I went through the history of both sites in a fair amount of detail before she put me on hold and conferred with a colleague. When she came back to me her story had changed from simply NTL owning the site to someone running it on NTLs behalf but that it still was owned by NTL. Unfortunately I don't have a copy of the original complaint as it was made on a NTL website complaints form but anyone reading that complaint should never have been in any doubt that .com and .co.uk were different sites under different ownership.

I like the way that some NTL associates jump in to defend the NTL handling of this complaint , one of them giving me a red rep for starting a thread designed to stir the pot and cause arguments. Are we supposed to accept poor service from NTL and keep quiet about it?

Re: NTL think that they own this site ?????????
 

Hmm interesting,

If you can't control a site not owned by yourself, spread enough BS to convince others that you do actually own it and its others that are deluded into thinking that they only run it on your behalf.

Nice bit of pyschology there. :D

Re: NTL think that they own this site ?????????
 

She appologised for her mistake, and wont make that mistake again. She could of not even emailed back. Please give it a rest, poor girl!

I think that we should give top marks to her, she didn't get it right first time, but at least when she'd worked out she'd got it wrong she sent you an email, not many would do that :p

Re: NTL think that they own this site ?????????
 

Trouble is ----- Where exactly does she admit her mistake in this email ?

" Further to our telephone conversation may I confirm that the website
NTHELLWORLD.COM, will not be re-launched which is due to ntl launching the
online customer service. You may find this service on www.ntlhome.com,
where you are able to express your views regarding ntl Home or any other
comments you may have.

Kind regards.
Kathryn "

Sounds like a scripted response to me :confused:

Re: NTL think that they own this site ?????????
 

P.S. Where on the site above can you express your views - All I can see is marketing hype and adverts - Am I missing something :confused:

Re: NTL think that they own this site ?????????
 

Perhaps it needs the owner of this site to write to the boss of NTL & insist that a bulletin is sent to all NTL employyes telling them who owns this site (I.E. not NTL).

Re: NTL think that they own this site ?????????
 

I think we're looking at this all wrong - surely if customer services types are sending people our way (intentionally or not!) this is a *GOOD* thing?

Re: NTL think that they own this site ?????????
 

I would of thought so, whether they tell them it's official or not. It's advertising for us. 'cause let's face it not many NTL customers know about the site. :) Staff and customers of other companies, are quite a plenty mind.

Re: NTL think that they own this site ?????????
 

we need this site to air views- we know what happened last time - ntl bought the site dotcom and them closedit

democracy at work - ntl not tonight love

Re: NTL think that they own this site ?????????
 

Well - Thank the heavens - its not going to happen here.... NTL dont have any control over this site !

Re: NTL think that they own this site ?????????
 

Hell no... not after the mistake I made last time!
They wish.

Re: NTL think that they own this site ?????????
 

:tu: :)

Re: NTL think that they own this site ?????????
 

The sad thing about the closure of NTHW.com is that it demonstrates once again just how out of touch NTL are.

As a communication company, NTL's big failing has always been about the LACK of communication.

Regardless of masses of feedback from customers, which highlighted the failure of their policies at the time they still ploughed on with them regardless and customers started leaving in droves.

It seems that NTL's policy was that if the feedback received from NTHW.com was too negative, the best thing to do was to buy NTHW.com and shut it down,which of course they did.

This was apparently cheaper and preferable to actually addressing the customer's complaints and providing a better service.I can't help thinking with the benefit of hindsight that if Frank had put an astronomical six or seven figure price on his site that maybe NTL would have said 'hey, at that price it's cheaper to provide a better service' but that's another story.

When NTL closed down NTHW.com,they did more than close down a web-site.They killed off a community. If the NTHW.co.uk site hadn't appeared,I, like many others, would have lost contact with people, who over time I had come respect, admire and like. Even so, some did not 'come over' to NTHW.co.uk unless they came over using a different name and even those who did have found that it's not 'really' the same though it's getting there.

The affection and sense of camaraderie and community is having to be re-built and maybe over time we will get back to where we were but there will always be 'absent friends.'

So in one sense NTL can think what they like, it's the members and mods who make this site what it is.Take those away and you have nothing.

Re: NTL think that they own this site ?????????
 

Totally agree, very good post. We will slowly build the community up again though - did it once, can do it again :) I consider the closure of .com a temporary setback but also good in a way. We have now seen ntl's true colours and they now have to prove themselves to us before we even give them the time of day.

Aizad Hussain made the decision to close dotcom while I was on holiday and didn't even bother to ask my opinion - like he knows all about online communities. Anyway, I won't get started on that :D

This idea would have been more acceptable had we been able to replace it with something much better, namely the Community project I was working on. ntl couldn't seem to understand the concept that if you close a community then you must give them something better somewhere else, so instead prohibitively restricted the resources available and their buy-in/support for Community.

But now we have this site so great, and the soon to come Cable Forum. ntl will never, ever be interfering in our community again. The price on this site is hereby set at $10bn :rolleyes:

Re: NTL think that they own this site ?????????
 

Your not going to like what I'm going to say.....:Yikes:

Firstly, from the concensus of opinion, there seems to be the thought that ntl employees should be told about this site. Can somebody explain that to me?! Let's be frank (no pun intended), why should ntl employees be told about every site to do with ntl (nthellworld.co.uk, anti-cap.co.uk etc)?? Can you imagine the amount of sites that would be listed. Ok, if not to list EVERY site, what makes this site have the right to be listed? :confused:

This site isn't asscociated with ntl , Frank made a decision to sell .com, and whether right or wrong it is to late to change now, but to believe that this site should be known by employees is, well for want of a better description, e'ffin rediculous.

Yes this site is good, Yes ntl should have embrased the chance to have a buisness to cutomer portal and yes I think ntl made a bad mistake in closing .com, but based on response, there is no constructive critisism just insults. Deciding that all ntl employees don't know their arse from their elbow and tarnishing all employees as ****e is offensive as far as I am concerned. I take offence to it. I found this site by looking for .com, and typing in .co.uk instead, the concept behind this site lost it's "right" to have help when it decided to sell out. Ok so ntl shafted the site and have closed it down, and no I don't agree we should have, but it's happened and ok people might have had bad service and experiences but the way people have decided that "associates" only talk BS is rediculous. I do not know one employee who would talk BS, there is no need to, be honest and you won't get caught out, and there is nothing worse than looking like a dick.

The empoyee concerned made a mistake, ok so she asked to confirm with somebody, and they didn't know. She obviously had heard of .com and presumed .co.uk was owned by us as well, she made a mistake, and what, everytime someone makes a mistake you expect them to get on their knees and grovel? Fair enough if it effected your service you receive, but over something so trivial?!
To prove a point I have just asked around my team and not one person knew .co.uk existed. But to ask a question, why should they? This site doesn't hold a devine right to be known by all, it lost that when it sold out.

Ok the loss of the .com community was a pain in the arse, yes you probabally have lost contact with individuals you talked to, and although I don't think we were right to close the site don't forget that the site wouldn't have been closed if it wasn't owned by ntl. Given the way people feel about ntl on this board i'm suprised people didn't see it coming.

Ok, *expects 3,000 neg pips* you might not agree, but that is what this site is about is it not? People's opinions, community, if everyone had the same thinking then it would be a very mundane place! :o

Re: NTL think that they own this site ?????????
 

Whilst I would certainly agree that probably most NTL associates do not know anything about sites such as this, that is not the issue here. A complaint was made to NTL which mentioned the closure of dotcom which was answered some weeks later by telephone. The associate knew that dotcom had been closed for a while and also knew that .co.uk existed. How they knew those facts I do not know. What they did not know was the ownership of .co.uk. The point at issue as far as I am concerned is that the associate did not investigate the complaint fully or they would not have come out with the answer that they gave me. It was not as if the associate had to make up an answer on the spur of the moment. The answer seems to have been guessed or presumed, neither of which is a professional way to deal with the issue.

One thought that has gone through my mind as a result of this and reading about Microsoft going after site owners that have sites that could be confused with Microsoft sites is could this be the reason that this site will be changing its name in the near future?

Re: NTL think that they own this site ?????????
 

Absolutely not.

We saw a need for expansion, & that's the reason behind it.

The NTHW site will still co exist, so no need to worry about that. :)

Re: NTL think that they own this site ?????????
 

Hell's Child if ntl provide a level of customer service that was even remotely acceptable this site would be needed at all but thats not here or there the service received by the majority of customers is not acceptable leading to many critisms like mine

Re: NTL think that they own this site ?????????
 

No I think you have read along the wrong lines. IMHO - NTL should of told all its employees about their official site, nthellworld.com. :cool:

Re: NTL think that they own this site ?????????
 

The majority?? Where do you get that from? How many customers do ntl have? When you know the answer to that, work out the percentage of that number that post on these forums to complain.... It does NOT work out to be a majority.....

I am in entire agreement that some customers definitely do not get the service they deserve, but please put some perspective on it. :)

Re: NTL think that they own this site ?????????
 

How many of ntl's customer's actually know about this site though? :angel:

I would bet my bottom $ that if they all did, our membership would swell significantly. ;)

Re: NTL think that they own this site ?????????
 

I don't care for assumptions.... ;) :angel:

Re: NTL think that they own this site ?????????
 

Your assumption is that the large majority of customers who are not members of this site are obviously happy with their service. I do not care for assumptions either. ;)

Edited

Re: NTL think that they own this site ?????????
 

NTL make many assumptions in figures that they use. On the subject of first time fixes for calls to TS they assume that a problem is fixed if the customer does not call back about it within a certain period of time. They also assume that the majority of customers are happy with their service simply because they do not get any complaints from them.

You are right OB, it is wrong to assume. ;)

Re: NTL think that they own this site ?????????
 

But the FACTS are that only a very small percentage of ntl customers complain on here, like it or not. There may be many more that are pi$$ed off and don't know about this site, agreed. But until they do find this place, you have no means of supporting your statement. :)

Re: NTL think that they own this site ?????????
 

I did not make a statement. :confused: You made an assumption but then said you do not care for assumptions. :angel:

Re: NTL think that they own this site ?????????
 

OB, :notopic: I know, but what is the post referred to in your sig?

Re: NTL think that they own this site ?????????
 

Sorry Mick, I was trying to get my point across three posts at once, yours, Neils and Ians.

I still stick by my previous post. :)

Re: NTL think that they own this site ?????????
 

It's a post that was linked to the thankyou thread, so I don't suppose its valid any longer. :)

:notopic:

Re: NTL think that they own this site ?????????
 

[QUOTE] The majority?? Where do you get that from?
The fact it takes c/s 30 mins to answer its a good guess

Re: NTL think that they own this site ?????????
 

[QUOTE=jason.ntlwogill]
In your region perhaps. You can't assume it's the same for every other person in every other region.

Re: NTL think that they own this site ?????????
 

unfortunatly it isnt valid :(

DrAwesome, you do not have permission to access this page. This could be due to one of several reasons:

Your user account may not have sufficient privileges to access this page. Are you trying to edit someone else's post, access administrative features or some other privileged system?
If you are trying to post, the administrator may have disabled your account, or it may be awaiting activation.

Re: NTL think that they own this site ?????????
 

There's a difference between that statement that you made & the real fact of the matter.

Only a small percentage if ntl customers that know about this site complain on here.

That is very different from your implication that only a small percentage of ntl customers complain (it's the kind of thing ntl's PR dept would say ;) )

No we don't know how many would post here if they knew about the site, but given ntl's reputation as offering very poor customer service, I still bet my bottom $ that they would post here if they knew about us.

I stand by my original point. ;)

Re: NTL think that they own this site ?????????
 

You're also assuming that all members of the forum have actually recieved bad service and not just saw it on The Reg and joined like I did :p

Re: NTL think that they own this site ?????????
 

Put it simply, if a customer isn't happy, they walk. If they don't like what they are getting, don't like the service, don't like ntl, they don't hang around.

I work in sales and add at least 60 people a month sign up through myself (I work in outbound, yes them annoying people who call and say "we can do cheap phone calls"!!!). I always give both my landline and mobile (which I have on at all times) out, and say if there are any probs, ring me. I also go back a 3/4 months later and call people I have signed up to make sure they are still happy.

Like I have already said, I think there is nothing worse than looking like a dick, and I hate to promise people things that they don't later get coz it makes me look stupid.

On average, of the 60+ people I phone each month I only get one every couple of months with/who have had a problem.

All of my team do the same, and have similar success. That's 14 people in total with an average of 840 people in a month with around 5 people in each month that have had a problem of some kind (wheter it be something trivial or something major). That's not a bad average of people who are happy, I know it's only a snapshot but approx 3% who are unhappy... and it's made out like it's a massive majority!
There are some figures for you, they are not assuptions, but true fact. As for Call queues with CS, in the NW we average a max of 5 mins to answer a call (statistics from a csr friend), so this 30 mins is a tad of an exaduration if you are talkin NATIONALLY, which you must of course, because you are talking about ntl as a WHOLE.

Re: NTL think that they own this site ?????????
 

Your suggesting that if we

then this site wouldn't exist. That's rubbish, there is ALWAYS somebody who want's to complain. Nobody is perfect and that means site's like this, I engrose sites like this, If i didn't want to help or have my 2 pence worth I wouldn't be here, is that not proof enough that there are people who work for ntl that aren't full of $h1tt??

The problem is, people are to quick to tarnish ALL ntl employees thinking we are all the same, talking nothing but BS. If I came in and said "all people who complain are t0$$Ers" you would tak offence, stating that you are critisising but offering ideas to help.

Re: NTL think that they own this site ?????????
 

:tu: :tu: :tu:

Re: NTL think that they own this site ?????????
 

So your the bugger thats oversubscribing the servers! :2up:

;)

Re: NTL think that they own this site ?????????
 

Show me were someone is tarnishing ALL ntl employees please? :)

But what if they want to hang around, they are entitled to, like myself.

The biggest thing ntl did to really annoy me was when cable & wireless franchise customers were bought out by ntl, we waited ages for the unmetered dialup 'ntlworld' to come out for us, they had to upgrade the systems, but it took longer than 12 months and then when they finally released it to us they were going start to charging for it.

The next thing to annoy me was that it took three days for ntl to activate my BB connection, I have two STB's in the house, when asked to put the BB on the downstairs STB, they put it on the upstairs STB, but for three days noone could work out why I could not use my BB services.

The next thing to annoy me, I had received no notification of the last price rise increases, I looked at my bill and just saw everything had risen. When questioned CS about this they said they had sent out notification, but I told them that I had not received anything whatsoever.

Last year, my STB died on me, reboot of the box did not work etc etc. The STB failed on me on a Saturday evening at around 10pm, faults were not open again until Monday morning. IMHO, Being without TV or not being able to report it for over 24 hours is quite unnacceptable.

To conclude, yes I may of been really unhappy with the way I received my ntl services at certain points within my years of custom with ntl, but when they are working, I am happy, I like my BB service and if I hated ntl as people assume I do because of my position on this site, I would of quit my custom with ntl a long time ago.

Re: NTL think that they own this site ?????????
 

Haha, Oooopppssss.... :Yikes:

Sorry :cool:

Re: NTL think that they own this site ?????????
 

TSorry Stu but that is just OTT - How does one persons confusion about .com v .co.uk translate in to this, I have seen more than one person get confused by the two on this site. !!

his was posted in reply to the above...

If it was just that then you would be correct.... However its NOT !
I know for a fact that they could not care less about my custom. They did not even have the curtesy to ask why I was leaving....

Try this...
I fear it could be the return of the Ntl BS again, we haven't seen any for a while, maybe its trying to make a comeback like Peter Andre, nether are a good thing IMHO :)

or this?
At the moment, NTL think that they're an ISP, so I believe they are delusional.

A mistake, like I say, less than 1/3 of the staff know this site exists..

If she had just come out with the statement then yes - It would be a simple mistake.. However - she checked with other people twice and still got it wrong !

....Or lack of giving a t**s about the customer :mad:


The term "they" relates to a plural, i.e, more than one. Unless you use the term "ntl" or "the company" or "management" then as far as I am concerned you are talking about all of us, me, the cleaner and the rest of the company.

I'm sorry, but I've worked in retentions and the main reason for customers leaving was because they had problems with us. If a customer is very unhappy, they will leave us, no question. I would and will not stay with a supplier that is crap and contantly fcuks up, I've got better things to do with my time than spend hours calling someones CS etc trying to sort problems. I find that if a customer has a major problem that takes ages to fix they will leave, if you stay where you are, you musn't be that unhappy?!

I wasn't suggesting that you don't desrve to choose to stay with ntl, but it doesn't make sense that you would stay with a supplier if they were as bad as people make out.

Re: NTL think that they own this site ?????????
 

I have to disagree with that. if ntl's service was was unacceptable to a majority of ntl's customers then they would no longer be in business. this site exists because ntl is a large company and sometimes its processes fail. when this occurs ntl's customers seek help here

Re: NTL think that they own this site ?????????
 

agreed :tu:

Re: NTL think that they own this site ?????????
 

Orange bird i am naturally biased aggainst ntl and feel that in the south it seems we dont get the same level of customer service that's avaiable up north to see the trou ble i have had look over my account number ********** or previous posts and see if your views of ntl would be the same

[Edit] (Neil)-I've removed your account number from public view-not a good idea to post it.

Re: NTL think that they own this site ?????????
 

same here :tu:

Re: NTL think that they own this site ?????????
 

I wouldn't post your account number!!! :erm:

I know it can be really crap in some areas.... If you want a number of someone high up in your region to contact, I'll gladly give you the relevant info. :)

Re: NTL think that they own this site ?????????
 

What happened between me and NTL is academic now as I have given my months notice and its all over at the end of the month :)

If you are going to qoute my posts then fine but please dont qoute posts that I did not make.

If the response that I got from retentions is typical then they are not doing a very good job are they ? Or has the term retention a different meaning at NTL ????

Thats my exprience - I can only draw on it ! It may not be the general consensus but the attitude of " it happens as we have loads of customers " is not good ! Sorry but that sounds like a cop out to me...

It sounds like you are very customer focused and good on you for that but not everyone is that way.... I must be unlucky as I have called NTL loads of times and I only ever spoke to 1 person that actualy cared about the problem.

Re: NTL think that they own this site ?????????
 

But why should it have to come to that?

Why can't customers find help at the end of the phone??