Cable Forum - View Single Post - Can anyone beat this record for poor broadband service given by NTL?

OldGiraffe · 18-03-2005, 15:55

NTL claim 'always on' or as some would say 24/7. Well, I can accept that there will be the odd occasion when this is impractical but an average of only 10 hrs in 24 for 8 days at best (and still counting) takes the biscuit!
One day there was a connexion for only three hours and another day zero. Then there were the four engineer visits when each one knew nothing of the other's findings and the dozen or so calls to telephone support where again each 'agent' knew precious little about what was said to and by other support 'agents' and they knew even less about what the engineers had found, or more often not found. Then there are the network engineers in their own mysterious world divorced from the reality of the field engineers and hardly ever spoken to by the telephone support staff! Never the same engineer calls, never the same person on the telephone and no single reference point for the fault in hand. To add insult to injury each time a telephone call is made one has to go through the routine: listen to the music, press this number, press that number half a dozen times, listen to messages telling us how to suck eggs and then when one gets to talk to a real person, listen to the multitude of different 'solutions' for the one problem, many being absurd. Plus the automatically generated emails that follow each telephone call with suggestions that are totally irrelevant. Why not allocate a fault number and give us an early 'press this option' short cut straight to someone with access to the total fault report history?
Come on NTL, let's have some 'joined up' technical support then maybe I will get my broadband back!

18-03-2005, 15:55	#1
OldGiraffe Inactive Join Date: Mar 2005 Location: Poole Dorset Posts: 6	Can anyone beat this record for poor broadband service given by NTL? NTL claim 'always on' or as some would say 24/7. Well, I can accept that there will be the odd occasion when this is impractical but an average of only 10 hrs in 24 for 8 days at best (and still counting) takes the biscuit! One day there was a connexion for only three hours and another day zero. Then there were the four engineer visits when each one knew nothing of the other's findings and the dozen or so calls to telephone support where again each 'agent' knew precious little about what was said to and by other support 'agents' and they knew even less about what the engineers had found, or more often not found. Then there are the network engineers in their own mysterious world divorced from the reality of the field engineers and hardly ever spoken to by the telephone support staff! Never the same engineer calls, never the same person on the telephone and no single reference point for the fault in hand. To add insult to injury each time a telephone call is made one has to go through the routine: listen to the music, press this number, press that number half a dozen times, listen to messages telling us how to suck eggs and then when one gets to talk to a real person, listen to the multitude of different 'solutions' for the one problem, many being absurd. Plus the automatically generated emails that follow each telephone call with suggestions that are totally irrelevant. Why not allocate a fault number and give us an early 'press this option' short cut straight to someone with access to the total fault report history? Come on NTL, let's have some 'joined up' technical support then maybe I will get my broadband back!