How to speak to someone useful?
 

We've been experiencing another Ntl Nightmare for the last month. Our cable TV is only showing some of the channels that we've paid for, it turns out this is due to someone messing up our payment and deleting our account (or at least part of it) instead of logging the payment properly. After several calls we were told what the problem was, they said it would be fixed in 24 hours, we tried this most days for two weeks, it's still not fixed. We tried getting put through to a manager but they said it was not possible, which I know it is as it's been done before, until we found out the name of a couple of managers we'd dealt with before, but now it seems that they are always 'on holiday' or 'out to lunch'.

I have the funny feeling we are being lied to, in fact I know we are, several people have told us they can't do something then when we point out they can as it's been done before (this is by no means the first time we've had a problem) they suddenly remember how to do it. Most of the people we speak to are desparate to get us off the line as quick as possible as our problem is obviously too much hassle for them.

I'm not saying that all the employers there are lazy lying *******s, as we've had a couple of people that have been helpful and friendly, but they still haven't managed to solve the problem.

We've requested that a manager call us back about 2 weeks ago and have made three further requests and still have to speak to one.

Does anyone know of a good way to get to speak to a manager as, if they exist, they are very elusive.

Alex

Re: How to speak to someone useful?
 

Hi Alex - :welcome: to Cable Forum. Our Knowledgebase has a good range of articles, including one which tells you who's who at the top of ntl. If you feel the time has come to start rattling some executive cages, then have a look here: http://www.cableforum.co.uk/kb/19/wh...rge-of-ntlhome

Re: How to speak to someone useful?
 

Thanks I'll give them a try if the latest callback never happens. Are they likely to be any help at all though?


I would still like to speak to a manager in customer support/tech support that can solve my problem is there any good way of doing that without being fobbed off?

Alex

Re: How to speak to someone useful?
 

Call me an optimist, but I would like to think that if you call one of the MD's listed on that page they will MAKE it someones responsibility to solve your problem.

Nothing focuses the mind like having a very senior manager interested in YOUR problem!

Re: How to speak to someone useful?
 

They do exist and they do (mostly) call back.

Where in the country are you?

Re: How to speak to someone useful?
 

I'm in Salisbury