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handyman · 13-04-2005, 01:53

If ntl ever wanted to find out what was wrong with the network and track faults they should really be asking the people in the front line (customers and csr/faults staff) . It used to make me want to scream when we identified a problem on the network which was easy to fix but we would have to gather multiple reports and test before any action could be taken.

We once had some of the DTV people come and sit with us to listen to calls and find out from us what was causing probems. So they listened and we told them and off they went and created a portal that we could sit and track how long it took them to fix things. And we watched the problems day in and out and nothing really changed. Every software release on DTV is biled as the fix all release, when I started it was v5.32 thats was going to cure all the pixallation and freezing. Which it did a little. Now i'll bet theres a software release due that is still hoped to cure things.

I do understand that these box's are fairly complex and theres lots of issues that can factor in, so why 1.5 years after I left ntl are the same dtv issues ruining the viewing experience.? Why can someone not fix the guide?, why does the brand new stb I had installed lock up? How can you improve the software interface yet make it worse?
Why does digiguide work all the time on my pc which is connected to the same cable? Why does it blank and lock-up when the signal is spot on?

Peter needs to stop worrying if the staff have their shirts tucked in in the call centre no customers see and start making sure that those staff are properly equipped to provide the type of customer service that is required by subscribers.

13-04-2005, 01:53	#56
handyman Permanently Banned Join Date: Jun 2003 Location: Nr Carnforth Age: 50 Services: M6 Keele Posts: 5,462	Re: CableForum & NTL to meet If ntl ever wanted to find out what was wrong with the network and track faults they should really be asking the people in the front line (customers and csr/faults staff) . It used to make me want to scream when we identified a problem on the network which was easy to fix but we would have to gather multiple reports and test before any action could be taken. We once had some of the DTV people come and sit with us to listen to calls and find out from us what was causing probems. So they listened and we told them and off they went and created a portal that we could sit and track how long it took them to fix things. And we watched the problems day in and out and nothing really changed. Every software release on DTV is biled as the fix all release, when I started it was v5.32 thats was going to cure all the pixallation and freezing. Which it did a little. Now i'll bet theres a software release due that is still hoped to cure things. I do understand that these box's are fairly complex and theres lots of issues that can factor in, so why 1.5 years after I left ntl are the same dtv issues ruining the viewing experience.? Why can someone not fix the guide?, why does the brand new stb I had installed lock up? How can you improve the software interface yet make it worse? Why does digiguide work all the time on my pc which is connected to the same cable? Why does it blank and lock-up when the signal is spot on? Peter needs to stop worrying if the staff have their shirts tucked in in the call centre no customers see and start making sure that those staff are properly equipped to provide the type of customer service that is required by subscribers.