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Originally Posted by cymatty
Hi newbie here, i think the problem is, and the main reason people are getting angry is that NTL CS are not following the same script. If some people are being told December then everyone should be told December. By carrying out the upgrades in a lottery style fashion it is only causing hassle for themselves.  |
Have you stopped to think that each area is different? Some areas may still need additional work doing before they release 10 Mb in them. If that work is not being done until December then it is correct to tell customers December. If the work isn't being done until January then customers should be told January. Just because some customers are receiving different information doesn't mean that the information is wrong or that CS are working from different scripts.
Even people in the same area could receive differing information from each other when they call. This could be because of the equipment the customer has installed or because of several other factors which only become apparant to the CS agent when they try to do the upgrade.
Many customers are posting that they can only get a fraction of the 10 Mb when they upgrade. This can be caused by many factors including the setup of their computer, router and CM. A more likely cause though is that there are a lot of people doing speed tests which can max out the speed test site and if more than four of them are on the same UBR card can be maxing out that card.
I can visualise areas where several customers on the same UBR card are doing speed test after speed test and trying to max out their connection by downloading from newsgroups or similar. If this is the case then none of them will get anywhere near the max. Just think what would happen if every single customer had been upgraded to 10 Mb at the same time. What speeds do you think they would get if they all tried to max out their connection?