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This is now the second occasion in the last few days that I'm aware of that you have taken a swipe at ntl staff members
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I think you need to be a little more careful with your choice of words.
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Maybe your not in that catagory, but the staff are the front line and the ones the customer speaks to, so I can only refer to them. The lack of training internally has nothing to do with the customer, the staff are the representatives of NTL and to a customer
are NTL.
Are they not allowed to use common sense and make a note in the customers record of what they have just told or offered them?
If they did this then reading through all the problems encountered in these forums where customers have to go over and over the same thing with every op they speak to would be massively reduced, and customer would not be put in the position of being made to feel they have just made it up.
If a member of staff hasn't the answer, he should put the customer on hold while he finds out the answer.