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Originally Posted by Chrysalis
I think tech support fail in this way in that if its a certian problem it can only be the user's pc, interestingly I would like to know how they are trained to deal with situation where the problem is ntl's fault and if it is something not in their script.
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I may be wrong but the impression I get here is that some people imagine ntl's tech support people to be clueless unless a script is provided - whereas that might be the case with some employees, in my experience that's the minority. The rest have enough savvy to be able to offer 'courtesy support' - advice from their own experience and expertise.
If the fault is ntls then the agent will either use tools at their disposal to solve the matter or will escalate it to a department who will work on it.