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Originally Posted by Stuart C
As Paul says, it's not entirely unreasonable for them to expect you to be sitting by the computer. If you phone up reporting a dead connection, at some point, they may have to eliminate the PC (which they won't have access to).
Also, if the connection is dead, they may not be able to access your connection at all, and any remote diagnostic systems they have would fail. Similarly, if they try and reboot the modem, that may fail.
There is a limited amount the CSR can do from their end. They need you at home so you can verify things like the modem is plugged in properly, and the lights are showing.
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First of all, I'm not stupid, and before I call them I check all of the connections, reboot the modem, etc.. Secondly, I used to do the same job for another company so I know how it goes.
Unfortunatly, some of the NTL CS staff just will not talk to you if you are not at home, not even if you only called to see if there was a known fault in your area. One of them even refused to handle the call when I had my daughter at home conference called in to do any diagnostic work they wanted done. They said that I had to be at the equipment, not my daughter!
It's about time that NTL CS realised that the majority of their customers have to work for a living and provided better support hours with more staff to man the phones in the evening when most of us have the ability to call them from the equipment if they are going to have that kind of attitude.