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Originally Posted by Neil
What about the people that the customers speak to that get told constantly that their PC is to blame, or that some in "3rd line support" will call them back (etc etc) ?
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Such people should be rooted out and sorted out. When/if that happens, it's inexcusable.
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ntl's only intention when buying NTHW.com was to (try to) silence it's fiercest critics, I don't believe to this day they had any intention of doing anything other than closing it. It was an invaluable & innovative (not to mention cheap) way of showing it's customers that it cared about them, & was prepared to listen to them.
So what did ntl do? They closed the site down.  
I don't believe ntl give a flying fig about it's customers, the rot is too seep, the problems are insurmountable IMO.
They haven't managed in the 7 or 8 years I have dealt with them, even after going through Chapter 11, & I don't believe they can change this far down the line.
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I am unsure. I believe there WAS a good intention, but then the people responsible for the site were changed and it was clear they didn't want the site to continue for whatever reason. A huge mistake but I always thought the purchase was an unlikely alliance and was never likely to work. Sad...it could have been such an innovative move.