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Originally Posted by JonR
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Why do their customer support department(s) constantly give customers the runaround? Do they have too many customers and they want them to go elsewhere? Is their motto "the customer must be avoided at all costs"..?
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It's not the CS reps motto, but they are marked on how many calls they take per hour.... If they fall below the targets set, it's not unknown for disciplinaries etc to happen... A bit ruch coming from our wonderful management who's favourtie saying is 'putting the customer first'...
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All this because they want us to change to a service that we didn't want to change to in the first place. I was happy with the 1Mbit service. One of the dozens of NTL phone people admitted that this was true of a lot of their 1Mbit-ers who were not happy with the hassle.
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On the contrary, I think most customers were quite happy with a 50% speed increase (for free or for the £3 price rise that happened previously however you view it, it's not a bad deal either)
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I think the most annoying this is that, while trying to convince them that the broadband wasn't working, all the recorded messages kept saying how wonderful NTL Broadband was. And then to have your nose rubbed in it by someone saying the upgrade to 1.5Mbit was for free. Do they seriously believe that they've effectively conned anyone with that line?
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ntl haven't conned anyone. They've given an increase for nothing. And it does work for the majority too. Cases like yours are frustrating, unfortunate, and thankfully not to many - if you look at the poll on another thread about Samsung boxes, the majority are quite happy with their performance.
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Anyway, the story ends, the broadband works again, and if I ever need to talk to NTL's customer support again it'll be a millennia too soon. 
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I'm glad your service is back online, and I hope that if you should need to speak to CS again, your experience is 110% better than this one.
