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Originally Posted by kronas
i can understand that, but i think if there is a outstanding issue that needs resolving with TV, telephony, billing, etc then it would be better if the customer can recieve a resolution through the forum.
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In some respects it would be better, primarily it would be positive public focus and other customers would benefit from any fixes. Information sharing is the whole point of having a forum, in that others with the same problem can search and find the answer without taking up more ntl/Telewest resources. Of course ntl could set up their own forum, with trackable tickets and users, integrated with internal systems. However, this doesn't appear to have moved forward in the last two years...
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Originally Posted by kronas
im sure NTL could pick a group of people voluntarily doing the work outside of their normal hours ie during time off and then collectively registering the changes made by a database or logging proccedure.
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We could create a logging application, but to be honest it isn't our job. This suggestion also begs the question of why should an ntl employee have to work voluntarily and outside of their hours?
At the end of the day, ntl have had YEARS to get their act together and provide online support. What do they have right now? A fragmented set of static articles spanning multiple websites.