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jono_h · 01-11-2005, 08:46

As a serial lurker I've read some shocking stories on NTL's performance - but I've just had a good experience so I wanted to give credit where it's due.

I've had 5 years of faultless service, but last week started intermittently losing picture and sound on DTV. Fair to say I wasn't looking forward to trying to get it sorted.
First call to NTL yesterday morning about 8.20 and queued for about 5mins. Explained the problem to CS advisor who said he'd put a signal boost to the box, and I should reset it later and try it then. I was sceptical - it seemed like a clear cut case of needing a new box, but I went with it.

Tried later and now the box is stuck on 'Tune' - it may not be fixed, but at least it's definately knackered now! Another call to CS, another 5 minute wait, and I get an engineer appointment today between 8 & 1.

Being a pessimist I wasn't expecting to see an engineer at all, but he turned up at 9.30, replaced the box (being very apologetic that the new boxes don't come with audio out) and went.
I appreciate that I was a little lucky - the engineer admnitted he should have gone to Guildford first, and that he was running out of boxes - but all in all I can't complain, and hope for another 5 years trouble free. It's even made me a little less wary of transferring my services with my house move.

Well done to the CS and Engineer teams looking after Farnborough, Hants.

01-11-2005, 08:46	#1
jono_h Inactive Join Date: Sep 2005 Posts: 41	Good Job NTL As a serial lurker I've read some shocking stories on NTL's performance - but I've just had a good experience so I wanted to give credit where it's due. I've had 5 years of faultless service, but last week started intermittently losing picture and sound on DTV. Fair to say I wasn't looking forward to trying to get it sorted. First call to NTL yesterday morning about 8.20 and queued for about 5mins. Explained the problem to CS advisor who said he'd put a signal boost to the box, and I should reset it later and try it then. I was sceptical - it seemed like a clear cut case of needing a new box, but I went with it. Tried later and now the box is stuck on 'Tune' - it may not be fixed, but at least it's definately knackered now! Another call to CS, another 5 minute wait, and I get an engineer appointment today between 8 & 1. Being a pessimist I wasn't expecting to see an engineer at all, but he turned up at 9.30, replaced the box (being very apologetic that the new boxes don't come with audio out) and went. I appreciate that I was a little lucky - the engineer admnitted he should have gone to Guildford first, and that he was running out of boxes - but all in all I can't complain, and hope for another 5 years trouble free. It's even made me a little less wary of transferring my services with my house move. Well done to the CS and Engineer teams looking after Farnborough, Hants.