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Originally Posted by Big Ted
Originally posted by Sam:
Sam :
Following your plea as above, I can see that a couple of people have said they have pm'd Neil with specifics, but most haven't and without wading through all the pages of tis thread they probably don't know they should.
Since not every ntl customer is a member of this site, it must surely mean that there are some underlying issues affecting a number of customers.
Isn't it in ntl's interest to not only to analyse this thread, but also to delve a little deeper to establish, for instance, whether there is a specific stb model that is giving rise to the problems? Or are you able to get this from your CS systems? Is the stb model/version recorded automatically by CS? I don't recall ever being asked for that info by CS in the past - and in fact I wouldn't have known how to get the info without proppin's advice earlier in this thread.
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We do get an awful lot of good feedback from our customer service teams and in other ways as well, but there are also people watching this thread and pulling out any useful pieces of information - so this feedback is definitely being used.
My question was more directed towards people with specific questions that they would like answered. We won't have answers for all of them, but we are happy to respond where we can. The problem with threads like this is that there are quite a lot of individual issues that get answered a few posts later or are discussed in detail, so it is difficult to go through this thread and pull out the unanswered queries.
Cheers
Sam