Ntl Insider Info
 

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

Re: Ntl Insider Info
 

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

Re: Ntl Insider Info
 

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

Re: Ntl Insider Info
 

No, TW.

Re: Ntl Insider Info
 

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

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

Re: Ntl Insider Info
 

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

Re: Ntl Insider Info
 

Didn't you hear about the merger?

Re: Ntl Insider Info
 

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

Re: Ntl Insider Info
 

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

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

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

r00t
TSC ntl:telewest.

Re: Ntl Insider Info
 

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

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

Re: Ntl Insider Info
 

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

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

Re: Ntl Insider Info
 

Ssssh, it's secret :cool:

Re: Ntl Insider Info
 

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

Re: Ntl Insider Info
 

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

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

Re: Ntl Insider Info
 

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