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AV8TOR · 11-09-2005, 10:02

This looks all to familiar to me.

Some months back my internet suddenly died. Did all the usual / obvious things rebooted everythnig including modems etc. Gave it couple of hours before retrying incase it was just a local outage problem. Eventually bit the bullet & rang NTL. Got the usual pillar to post treatment. Eventually an engineer was booked for a call a week hense. He go's through the reboot routine before deciding that I need new cable pulling through, despite the fact my cable T.V. largly working. [A few channels were not as clear as they might be, but they were not 1's I watched anyway] A date was set for new cable to be pulled through. Another 10 days wait. Surprise, surprise new cable cures nothing, modem still as dead as.........TV. no better. Somebody rings from NTL saying they have booked an engineer for 10 days time to come fix my modem. Try to tell voice that there is nothing wrong with my modem, my p.c etc. they already been checked. Oh says voice & hangs up. Good omen strikes, local paper runs an article on local guy been having long running problem with NTL & gives number for NTL head office. Within the hour the local manager is knocking on my front door !!!

Seemed the green box at the end of the road needed a new "tap?" board. Problem fixed 20 minutes later.

I'm genuinly sorry to all the NTL folks who give of their time so gernerously on here to help folks out. I realise that a call from head office is the last thing you would want, but it is obvious from just a casual glance through this forum that at an organisation level the customer service leaves a lot to be desired.

11-09-2005, 10:02	#19
AV8TOR Inactive Join Date: Sep 2005 Posts: 28	Re: Why can't NTL fix my problem? This looks all to familiar to me. Some months back my internet suddenly died. Did all the usual / obvious things rebooted everythnig including modems etc. Gave it couple of hours before retrying incase it was just a local outage problem. Eventually bit the bullet & rang NTL. Got the usual pillar to post treatment. Eventually an engineer was booked for a call a week hense. He go's through the reboot routine before deciding that I need new cable pulling through, despite the fact my cable T.V. largly working. [A few channels were not as clear as they might be, but they were not 1's I watched anyway] A date was set for new cable to be pulled through. Another 10 days wait. Surprise, surprise new cable cures nothing, modem still as dead as.........TV. no better. Somebody rings from NTL saying they have booked an engineer for 10 days time to come fix my modem. Try to tell voice that there is nothing wrong with my modem, my p.c etc. they already been checked. Oh says voice & hangs up. Good omen strikes, local paper runs an article on local guy been having long running problem with NTL & gives number for NTL head office. Within the hour the local manager is knocking on my front door !!! Seemed the green box at the end of the road needed a new "tap?" board. Problem fixed 20 minutes later. I'm genuinly sorry to all the NTL folks who give of their time so gernerously on here to help folks out. I realise that a call from head office is the last thing you would want, but it is obvious from just a casual glance through this forum that at an organisation level the customer service leaves a lot to be desired.