[ian@huth]

Originally Posted by paulyoung666

but surely if someone wanted some sort of package change doing then that could be done on a sunday , plus calls made to faults on a sunday would most likely get sorted on monday , rather than having to wait till tuesday , or have i got the wrong end of the stick

Having faults open on a Sunday means that engineers have more jobs waiting to be done when they start work on Monday which will enable them to plan their Monday work schedule better. It also means that some customers who have reported a fault on Sunday may receive a visit early on Monday instead of being kept waiting in a queue Monday morning to report it. Result is less frustrated customers taking it out on NTL operatives on Monday morning.

It has been said in this thread that loss of NTL services isn't the end of the world for that customer. The customer may think along different lines though and think it is sufficient reason to look elsewhere for the service. The result is an increase in churn which isn't good news for either NTL or remaining customers.

24/7 services need 24/7 support in all areas. I don't subscribe to the idea that Sunday opening is not warranted in areas such as customer services. If there is little demand on Sundays and during the night for customer services then I am sure that a small team would not cost the earth and that there could be other jobs for them to do if the phones were quite. Answering emails and web queries spring to mind. Similarly with faults, a small team working Sundays could go out to rectify faults and if all was quiet could go round checking on the state of the green boxes.

At the end of the day anything that improves the customers perception of a company is worth doing. If paying an engineer £100 results in retaining a customer spending several hundred punds a year with NTL then it is money well spent.