[Peter_Stanley]

I think most of the time the service is mostly okay for the majority of customers. (Well if you ignore the BIG email problems a while back). The problem comes when the service does stop working. NTL just don't seem to be very good at talking to the customer and getting things sorted.

Its bad customer service that transforms a generally happy customer, who accepts that faults happen, into a disgruntled customer who thinks about leaving.

The Indian Call Centre is a big step backwards IMHO. Firstly it irritates customers when they have language difficulties, secondly there seems to be no leeway for techs to deviate from the fault diagnosis script and thirdly it appears (from the customer's viewpoint) that there is a dictat to avoid escalating problems if at all possible.