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Originally Posted by Toto
ntl have updated the user policy with something that is going to happen, why do you think ntl have failed here?
Are you referring to the fact that this is in the user policy, and has not been communicated to each customer directly, such as a mail drop?
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Okay. I think that ntl haven't communicated this properly because they have slipped this important change in without any kind of announcement. It now appears that customers are spending time trying to diagnose their connection problems because of a change that ntl have made and not communicated.
A change like this is important to announce in some way, especially after what happened last time in 2003, because it impacts customers. Because they are unaware that shaping is intentional, they are trying to fix what they think is a problem. That is not good customer service.
For the record, no I don't think that ntl should send an email to every single customer simply because this change doesn't impact all customers. Perhaps ntl's system should generate emails to particular customers when their traffic is being shaped? At the end of the day, ntl employ many communications people, and they should be able to figure the customer communication plan out for themselves. When I worked there, they didn't listen to me in terms of customer communication, and probably still don't listen to half their communications people.
The bottom line is that some kind of proactive communication should have occurred because the customer experience is affected and the customer has no idea why. Customer service 101.