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Originally Posted by scastle
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So, Nemy, I do not understand how you can say BT and NTL cannot be compared in this way. Both TelCos do suffer faults. Both do (in my experience) fix them quickly, but, if BT fail the customer in any way, they compensate. NTL don't do this.
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BT will offer it if asked, NTL do on occasion. I believe that on this occasion the customer encountered an unsupportive CS employee. IMO the CS should have been more co-operative with the customer, and need to offer a uniform level of Customer Support. This I believe will come with time, the franchises operate independently, the networks are different, even down to the phone service. With such a fractured infrastructure as this, it will be difficult for NTL to provide the same uniform level of CS that BT do.
Things are getting better, and as things progress the CS level of support will increase too. I don't believe that there is any real policy within NTL to fix problems to any timescale, certainly not that can be applied across the whole group. Best endeavours is what you will get, and some will be better than others.
Slowly the fragmentation will decrease, NTL are/have already invested heavily in the BB Network for the upcoming upgrades, hopefully this will continue with further investment in other areas of their infrastructure.