Mick

Customers will still be helped through forum in the normal manner, nothing will change in that aspect, but what we wanted to do and suggested to Simon Duffy and Peter was, assess high priority issues and send them to contacts within ntl. I and the old administration team on nthellworld.com used to do just this, contact managing directors which at the time was six business units, however, Simon didn't want to commit to this due to fears that it could potentially cause havoc and e-mails might go astray and issues not fully dealt with causing further problems than it might solve and that it is too messy to do i.e to have several contacts to rely on to pick up these issues and to actively log all issues appropriately so they can be tracked. What they have said they want to do is create a central 'point' where high priority issues need urgent attention, and to be picked up internally and then the issue tracked and logged by ntl, so they can monitor patterns of problems, why they keep happening so they become aware there is an issue. Efficiency, being the 'buzz' word.