Customer support
 

Hi,I know ntl use a phone number for customer support.But does customer support use an e-mail adress??
thanks

Re: Customer support
 

There may be an address, but from what I've seen on the forum, anyone awaiting an email response to a general addy (as opposed to a specific person), can have a very long wait. Do support by phone - that's how ntl have set themselves up.

Re: Customer support
 

There is an email contact buried in the ntlworld site - don't ask me where, I found it more or less by chance. Re the long wait, not true; I got a response next day. Unfortunately, they then never lived up to their promise of someone contacting me within 24 hours.

Having had first hand experience (enough for a lifetime!) of ntl customer support over the last month, I'd summarise it as follows.

1) Forget the email support; as I mentioned above it's all promise and no action.

2) Snail mail support. At least a week before they respond (both by letter and phone), so not much use if you want a rapid response. As the problem was solved by then, I'm can't say whether or not they would have done any good.

3) Telephone. Unfortunately this is the only practical recourse. I have to admit that the wait time is much improved over the past hour-long waits; 3 to 5 minutes in my recent experience. Unfortunately, it's all downhill after that.

a) You need the patience of a saint and the hide of a rhino because by the end of the first week they'll have you frothing at the mouth and chewing the carpet with their broken promises and habit of not returning phone calls.

b) At this point, threaten to cancel everything and move to Sky and BT and be prepared to carry out your threat. This course of action should not be necessary but, in my experience, it's the only thing that works with ntl. Sad but true.

c) You will now find yourself up to your eyeballs in ntl engineers. This is partly because one part of ntl obviously never talks to any other part, so nobody knows who promised what, where and when. Be patient. You can have many enjoyable chats with the engineers about the shortcomings of ntl. Also, ntl engineers always seem to be given the wrong information by their management about what the job entails so, half the time, their visit is a waste of time. I was half expecting to be asked whether I had a problem with something like blocked drains at one stage.

d) You will finally be in the happy, but exhausted, state of having had the problem solved.

e) Be prepared to ignore any engineers who turn up a week after the job has been completed.

f) Start browsing the Sky, BT, Tiscali etc sites in preparation for your next run in with ntl CS.

Re: Customer support
 

What Theodoric says in the above post is so very true!
I carried out the threat and disconnected. Now wishing to return after 2 months.
I now learn ntl have done an hard disconnected on my line at the green box on the street. Someone else now has my original point in the green box so a totally new account requires to be set-up.
OK. Appointment set for Tuesday 07/Feb/06 (yesterday). I take the day off work (using one of my annual leave days) and wait ready. At 1.30 I get a call saying that my appointment has been re-scheduled for a visit in 2 days 09/Feb/06 (tomorrow) as it now requires a 2 man team! Lord knows why, my line that was working 2 months ago with Phone/TV/Internet is still their after 7 years of working perfectly.
I now have to use another of my annual leave days!
Given my previous 7 years with ntl the past 12 months has been horrendous at customers services, serious lack of appreciation, manners and competence - I really am appalled.
I could stay away with 2meg adsl but, that isn't as reliable as ntl broadband (for me) and ntl 10meg is noticeably faster than my 2meg adsl.
When things are working, it's great but, have a problem no matter how small and ntl will honestly snowball it to amazingly new heights and make the mistakes and rudeness from ntl is really one to be experienced to understand how bad it is.
God help anyone who requires customer services because you'll certainly need it in abundance.
Hope they show as planned tomorrow as I will be spending my next annual leave days on the 0800 customer services number arguing for days at their expense.

Re: Customer support
 

Result! ... nearly!
I called ntl this morning regarding some form of compensation - my account isn't even live yet!

After 4 incompetent CS staff (one was a line manager) who refused, I eventually got this very polite and competent young lass who has attached a note to my account to authorize 3 months half price 10meg broadband - total £52.485

Very happy :)

Re: Customer support
 

Customer support,dont realy know what there doing, but some do
tech Support,a big joke havent no idea what they are doing.
Tryed to get my modem upgraded 7/2/2006 took a hour and i spoke to 5 people here goes my little story.
1.Phoned customer support asked for a new modem as mine is old and can not take the full speed i am paying for, wrong department you need tech support heres the number.
2.phoned tech support, i think they are in india put me right if im wrong,talked to her about the new modem said we will send you one out ill put you back to customer support.
3.put back to customer support told here what tech support said she said hang on and could you hold the line which i did
4.put bck to tech support she said whats the problem told her the problem and i said that iv just spoken to one of your tech support which she said let me take a look in to your account.The tech said i was to be disconected and you want to come back i said no i wanted a new modem she said hold on put back to customer support.
4.hi can i have a modem upgrade, customer support can i have your post code,sorry wrong area ill tranfer you
5.the first thing i said can i have your name which he gave, i told him iv been messed around for 50 mins he said sorry i said dont transfer me he said i wouldnt do that so i told hm i need a new modem ungrade he said hang on a sec which i did he came back and said can i phone you back in 5 mins which i thought pass the buck never here from him again, ill cut it short he did ring back and sorted it all out.Well done BEN which was his name,some people at ntl are great at there job.Tech support is one big joke they cant understand me and i have trouble understanding them plus they are ..... had the same problem with bulldog customer support and they are in india and they ... and .... to me.has ntl tech moved to india it sounds like:(?

Re: Customer support
 

This pathetic style of customer support must be cost ntl dear.

It would be a whole lot cheaper and customer friendly so we all win if ntl re-structured and simplified customer support.

The worset they can do (if it is possible to be any worse) is move it to India.

Ntl have a serious lack of training on front line. It seriously requires addressing.

The whole structure from top to bottom needs looking at by an independant reviewer and they should act upon these results from them to make the customer experience a happy one.

It would be alot cheaper for ntl and alot less hassle for the customer.

I remember the bygone days of yester-year when ntl actually appreciated customers but, over time they've taken a serious nose-dive and customers, the ones that make them their money and for shareholders are all too often treated like second-class, unwanted customers - under-valued.

I really can not understand the logic of them acting like this towards customers.

I should become a shareholder and attended the meetings to voice my opinion - that one has crossed my mind many times, seriously.

One day I'll carry it out :Yikes:

Re: Customer support
 

From here:

On the grounds that the original question has been answered, and there is a thread to discuss ntl customer service here this thread is now closed.