andyl

I recently complained to CS about the reliability (or lack of) of the email system and was utterly dumbfounded at the attitude of the advisor. When she was somewhat curt and abrupt with me I sarcastically asked if that was how the NTL CS training taught her to respond. She replied that training taught them to 'talk to customers like they talk to you'. So beware, next time you spend an aeon on hold to get through to CS (which is, remember, just a euphemism for 'complaints') because you have a problem, please don't allow yourself to let your annoyance show.

Previously I have been advised that an always-on email service is just a 'benefit' of broadband ie. not intrinsic to the service. Perhaps somebody might want to point that out to Marketing who continue to make a virtue of it in press ads and direct mail.


Anyway, the end result of this call was that I was told I could have a tenner off my bill (which is usually £100-£130 per month) but that I could not complain about the email service again - even though it collapses every time a medium risk virus arises. Frankly I'm not that interesyted in getting money off my bill. I want a reliable service, a point which they continually fail to understand. The contempt with which they hold Home customers is clear from the fact that whilst we may suffer days of email outages, Business customers have a six hour fix guarantee or they receive compensation (quite an incentive to ensure the servers are reliable). Why can't we have the same?

The only reason this godawful company still has my business is because I have two phone lines, TV and broadband through them and to change would involve a lot of hassle. If I still had my BT lines I'd certainly be off like a shot with my broadband business.