[The Cyclist]

Originally Posted by scastle

No, if Scrotnig's attitude summed up NTL's customer service, he would not bother to post on here at all (to defend NTL or otherwise). NTL have let their staff know that they do not like their staff posting on sites like this (and on cableforum.co.uk in particular), so he may well be risking his job.

Reading through your posts, your main problem appears to be that you have a Pace box and need a Samsung for your upgrade. I will admit that NTL could have written to all 750 K users to see if they want to upgrade to 2 Meg, but TBH, I am glad they didn't. That would have delayed the upgrades for several months as NTL waited for people to answer, then installed any new STBs. On the other hand, they could have done what (IIRC) Neil said Telewest have done in similar situations in the past - not bothered upgrading people who's box needs changing.

If you need to upgrade your speed earlier, you can probably switch to a cable modem (SACM).
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I actually agree with you, NTL do need to improve their customer service and PR. It could have saved a lot of grief for a lot of people. They had an ideal chance to do that when they bought .com (and I personally believe the intent to improve was there) and actively encouraged their staff to post on there. Even creating a "Customer Liaison Team" to post on the forum. They also gave the admin team access to the management of NTL (which to a large extent, I believe they still have).


Then, NTL (for reasons they of course did not communicate to us) decided to close the NTL sections of the site and replace them with community.ntl.com (which, as I understand it, would have been like a live support/articles site). Then, somebody hacked both sites, and they were both taken off line (apparently to be rebuilt). Eventually, they just shut the sites down.

So, I believe that the only way NTL will improve is if enough people leave, as they don't appear to listen to complaints (not that I am having a go at any staff who post here, I think you all do a great job).

Hi, your quite right about changing to a SACM, and that is what Iâ₠¬ÃƒÆ’¢â€žÂ¢ve done. Iâ₠¬ÃƒÆ’¢â€žÂ¢m getting rid of my STB and TV package and going with freeview. The STB would have remained if, as I said before, I were only being charged at the correct rate for 1meg until they upgraded me with a new STB. Iâ₠¬ÃƒÆ’¢â€žÂ¢m also looking into going elsewhere with my telephone as well. If other customers done the same then NTL management may get the message that existing customers matter and customer care can go a long way.