Cable Forum - View Single Post - NTL Customer Services: Your personal experience

rscott101 · 16-08-2005, 18:32

Just my thoughts after being with NTL for 5 years (finally escaped to BT/Metronet/Freeview).

The same thoughts as many others here:-
1. Some CS people great, others just want you off the line ASAP.
2. Quite a few CS don't seem to know how to use their computer systems. They either don't bother to record the calls or record completely the wrong info.
3. Lack of training of CS staff - seems they simply don't have the knowledge to deal with problems. They often don't know which department should fix a problem and so I spent hours calling between them.
4. Managers not returning calls when promised.
5. Quite a few NTL departments are hard to contact (limited hours, no phone numbers,etc). For example, home moves, retentions, faults (at the weekends).

Since moving out of an NTL area (so now with BT & Metronet ADSL ), I've experienced decent customer care.

Metronet always reply to emails, usually within an hour or two. What's more, their replies make sense. Clear, accurate online billing.

BT - we've had 2 issues in the last 6 months. One was ADSL related (had a DACS on the line). Was amazed by BT's customer services - I was given a contact name (including surname) and direct number. This person took ownership of the problem from start to finish, even calling me to let me with regular updates.
The other problem was our line going dead 11pm on a saturday night. I called BT straightaway and had an engineer booked for 8am-12pm sunday. He came but couldn't fix it (overhead line fault). This was fixed by midday the next day. I was the only customer affected.

In contrast, a year or so ago we (and about 15-20 neighbours) lost all NTL services due to a fault in our green box (which was damaged when left unlocked for 2 months, despite being reported). NTL didn't even manage to get an engineer out to it for 2 days and it took another 2 days to repair!

I won't be going back to NTL again.

16-08-2005, 18:32	#614
rscott101 Inactive Join Date: Sep 2004 Posts: 17	Re: NTL Customer Services: Your personal experience Just my thoughts after being with NTL for 5 years (finally escaped to BT/Metronet/Freeview). The same thoughts as many others here:- 1. Some CS people great, others just want you off the line ASAP. 2. Quite a few CS don't seem to know how to use their computer systems. They either don't bother to record the calls or record completely the wrong info. 3. Lack of training of CS staff - seems they simply don't have the knowledge to deal with problems. They often don't know which department should fix a problem and so I spent hours calling between them. 4. Managers not returning calls when promised. 5. Quite a few NTL departments are hard to contact (limited hours, no phone numbers,etc). For example, home moves, retentions, faults (at the weekends). Since moving out of an NTL area (so now with BT & Metronet ADSL ), I've experienced decent customer care. Metronet always reply to emails, usually within an hour or two. What's more, their replies make sense. Clear, accurate online billing. BT - we've had 2 issues in the last 6 months. One was ADSL related (had a DACS on the line). Was amazed by BT's customer services - I was given a contact name (including surname) and direct number. This person took ownership of the problem from start to finish, even calling me to let me with regular updates. The other problem was our line going dead 11pm on a saturday night. I called BT straightaway and had an engineer booked for 8am-12pm sunday. He came but couldn't fix it (overhead line fault). This was fixed by midday the next day. I was the only customer affected. In contrast, a year or so ago we (and about 15-20 neighbours) lost all NTL services due to a fault in our green box (which was damaged when left unlocked for 2 months, despite being reported). NTL didn't even manage to get an engineer out to it for 2 days and it took another 2 days to repair! I won't be going back to NTL again.