[Russ]

I've worked on the frontline for ntl - and I know first hand how easy it is to fob customers off with any old rubbish.

In my first week out of training I was listening to someone on my team taking a call from an angry customer who wanted to speak to a supervisor. My colleague had no intentions of passing the call on so he got one of the others to come on the phone, pretend to be a TL, listen to the caller shout and moan and fob him off with a promise to "look in to the matter".

The call was forgotten about as soon as they put the phone down.

At the time I had no idea what to do. With the benefit of hindsight yes I should have taken things further but I'd just started out and didn't know if I could prove what just happened.

But these people ARE out there. Admittedly all companies have people like this but seeing as this is a Cable forum.....

We had a long thread a year or so back where we discussed 'naming and shaming' and I gave my opinions for doing so then, so I won't go in to it again but as Neil says, if ntl cannot (or will not) taken action against these people (or even identify them) then perhaps we, as customers, should be looking out for ourselves and helping them to do it.