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Originally Posted by dr wadd
Not my problem if the system has been designed with this inflexibility. I don`t see why my time should be wasted jumping through those hoops. If it is a problem that is clearly not going to be solved by rebooting the cable modem and I can report back to the TS what the modem is reporting in the internal diagnostics, a problem that a reboot isn`t going to solve, I begrudge a reboot simply so they can tick a little box on a form.
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Name something. The average user isn't going to be able to look at the internal diagnostics, and a cursory glance at the cable modem's internal diagnostics doesn't tell you anything useful for sure anyhow. You may not think a reboot will help, but experience tells us otherwise.
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Originally Posted by scastle
Still, maybe NTL should advise people somewhere (maybe in the welcome pack, or on the bills etc) to do this.
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We do! It's part of the voice recording heard when calling Technical Support! But, of course, a large percentage of customers ignore all the recordings completely, and persist in holding for however long to speak to a person, only to be told what they've already been told in recordings. If people would just listen to the recordings, we wouldn't have such a long hold time!
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Originally Posted by scastle
the staff can sometimes come a but unstuck when dealing with someone who is knowledgable about computing, and do repeat the same script. It also seems that their only response when dealing with faults is "reboot the STB/SACM"..
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There is no script, and I don't know why people think there is one. And to say the
only repsonse is to say to reboot is a little unfair, I think.
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Originally Posted by scastle
The problem with NTL is that (in my experience) they never seem to make notes on the customer's account of when the customer reported a fault, and what actions were suggested.
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I obviously can't speak for the CMCs, but everything I do (and everything my colleagues in the TSB do, I would hope) is recorded in the customer's account. It is a procedure, and there are disciplinary policies for those who do not follow procedures...