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Going out with an install/fault tech was part of the standard Induction training in Belfast, I know they did this in Cardiff too but not sure about anywhere else.
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This indeed was the case in Cardiff. CSR's would be sent out with installers, as well as completing a short induction on the installation process. I worked in faults/installs despatch for 5 years, back in the day when we were trained and expected to deal with any query/issue and fix it. and we were regularly sent out with installers/fault techs/network techs. We were also on first name terms with all the engineers, and as a result we picked up local network knowledge from them. If the csr was ever in doubt about anything a quick 2 min call upstairs to us would clear it up. leaving a happy customer. but then the redundancies hit, local centres closed, depts got shunted from pillar to post....we all know the rest.
I would definately ring NTL and ask for a two man crew as nedkelly suggested to avoid dissapointment.