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Originally Posted by jonbr
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.
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Sorry, didn't mean to sound patronising. However, as you did the same job for another company, you will know it is difficult enough to diagnose something over the phone anyway, without the person at the other end not being anywhere near the computer and/or modem that is faulty.
You also should remember that 99.9% of people NTL deal with would not know to do that, and the person answering the call has no way to know how much you do or don't know. Hence, they start with the Basics.
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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!
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Now, that I don't understand. All they need is to talk to someone who is near enough the device to try some limited fixes. I suppose I could understand if you were not on the phone (assuming you are the account holder), but to require that you be at the PC when you are both on the phone is just being a jobsworth,
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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.
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You'll get no arguement from me there.. A few times, I have had a take time off from work just to report a fault. I realise they are open until 8, but myself (and a lot of other people) are not necessarily home by that time.