I Agree with you and should have pointed this out earlier.
When someone does phone up and like what NTL does already, you tell them it's being investigated.
But when the problem is still there 20hours later, are you still supposed to fob them off with, we are aware, we are working towards a resolution.
My ntl got cut off 10 last night and at this very momment is still not on, and proably wont for the rest of the night/morning.
So that will be a day and a couple of hours of no service.
A Service which i pay for, remember its not free.
They dont even have a site that informs you of TV outages, that i am aware of, and if i'm wrong, please tell me so. So when i cant get an update via phone i would at least like to log on the net and see if any news, hell they should have one anyway, so i dont have to phone them up.
Are you NTL tech guys informed every hour or 2 hours off whats happening by the engineers, so you get actual direct info on what the problem is, how many engineers are being called out, what the progress is? and possible eta.
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Originally Posted by scastle
Welcome to Cableforum (before I start).
Now, the problem with giving people more info is simply how much do you tell them? If you tell most of NTL's customers too much detail, you will just confuse the hell out of them (as 99.9% probably aren't even technical, let alone network engineers). If you give too little, you sound like you are fobbing them off..
I am in a similar situation in work (I do tech support). If a user loses access to their home area, if I tell them the SAN has crashed, most would think I was speaking Swahili. If I tell them it's being investigated, they can understand that.
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