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Originally Posted by sollp
I don't think your being fobbed off, more like they are asking a set of questions that are put to most customers, you've got to remember that there are people who use the internet who have little idea of how a PC works let alone the internet, so asking these basic questions can resolve some customers problems.
Unless the fault is happening when the CS or TS is interorgating the modem with the various programmes they use, it's difficult for any CS or TS to know what the fault is, that is why the basic set of questions is asked. They can't go about sending a service tech to visit you everytime you phone in with something that may be an network issue, IE the cable network or an issue with the network beyond NTL.
You've got to realise that there are many faults caused within the customers equipment, like the PC or router or software on the PC ect.
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i explained to the woman that i have tested the obvious things like the router,leads etc.i told her how i have had drop outs when the router is connected/not connected.i also explained that when i use xbox live i run the ethernet straight from modem to the 360 without the wireless router plugged in.she said that the tests were saying things were ok and i should call back when the connection drops.
if the connection drops for a few seconds how can i call her and get her to run a test?
the main thing i am worried about is the ubr server thing.has the other cs person lied to me intentionally?
almost 6 years with ntl and the first time i need some help from them i get this
i truly feel like a valued customer
