[Chrysalis]

Originally Posted by Paul M

Yeah, another meaninless survey to keep the knockers happy

Me - still quite happy with my service.


(Just remember, this was a poll by uswitch, a site people visit when they are unhappy with their current supplier, hardly an unbiased view - a bit like doing a poll here really).

not a plausible argument tho is it.

your service is good so that means ntl must be an awesome provider right?

---------- Post added at 14:55 ---------- Previous post was at 14:50 ----------

Originally Posted by James Henry

It's what you imply. You are happy and your service is fine, the survey is meaningless. Therefore you are basing your opinion that the survey is meaningless on, I guess your service being fine, seeing as you presented no other explanation.



Until we know the exact methodology you're being prematurely dismissive. I'd quite like to see the methodology of it all though. Seems strange that ntl make a habit of finishing bottom in these surveys, doesn't it?



Ah sarcasm, always a good refuge when you don't actually have anything to back up what you are saying.

I look forward to seeing the exact methodology and results from this poll. Will be interesting and any bias is usually fairly easy to spot from such things. Personally I can't see why they'd pick on ntl and it can't be purely down to size of ISP else one much smaller than Plusnet would have won.

Perhaps you'd care to take a minute to check YouGov out, they appear fairly good at what they do, and starting to throw around blatantly biased polls wouldn't really help their reputation with regard to their core business: http://en.wikipedia.org/wiki/YouGov

That withstanding I am, as always, happy to be proven wrong if it ends up being obvious that this was rigged to gain U-Switch revenue. Either way just doing and releasing the results of the poll would have drawn visitors to their site and therefore gained them revenue so why the need to rig it?

I've little doubt that U-Switch aren't whiter than white. They are after all a profit making business and not a charity. I'm just suggesting that when a company keeps managing to come last in polls and surveys and ends up on Britain's most watched consumer show due to the poor quality of the service it provides there might just be some basis in fact there, just maybe.

My turn to be sarcastic:
Wonder if this poll included Telewest seperately, seeing as Telewest finish significantly higher in these things that ntl usually. Seeing as there's obviously this huge conspiracy to paint ntl as being bad it must extend to Telewest and cable in general as well, surely.

Well we all know now, if ntl appears in bottom 3rd of survey, it must be a flawed survey

all of us with problems of our service cannot be telling the truth, we are all needles in a haystack the fact ntl retentions have to haggle with people is that a sign of a quality isp?

---------- Post added at 14:57 ---------- Previous post was at 14:55 ----------

Originally Posted by James Henry

Looking at the Independent news story http://news.independent.co.uk/busine...icle362442.ece regarding job cuts looks as though Telewest customers can kiss goodbye to their previously highly rated customer service as well.

Increase in outsourcing, which of course always does wonders for the quality of service.

I'm also speaking to a couple of people who are giving me some fairly entertaining stories about Telewest employees who would rather take redundancy than work for ntl (for real) and a Telewest bod complaining furiously about ntl's treatment of him and other staff so far.

Network engineers being rearranged from doing the preventative maintenance to becoming service techs, limits on time taken per service call being tightened up, more service calls booked a day.

CSRs being given more aggressive call handling targets, more strict management processes oh and of course the real gem that in a senior management organised morale boosting exercise as late as last week they were being told there were no plans to cut jobs...

So one company was repeatedly complimented on its' customer service and indeed service in general, the other repeatedly sledgehammered, and now the group has adopted the processes of the company that had the poorer service.

It's actually quite ironic really. The ntl methods probably cost less in the shorter term, however Telewest had higher customer penetration, lower churn and higher revenues considering their respective franchaise sizes and were more profitable.

Anyway I digress. If ntl have to wait until they get theri customer services sorted before Branson lets them use the Virgin name, well, I wouldn't count on seeing Virgin Cable any time soon. It's all about how much they can save, not what spending a little more might earn.

I'm aware that it's only some tech support that's in India, but it looks like it's just a matter of time before standard CS is at least in part on its' way.

I still see they fail to admit they have network capacity problems then, and wont admit their tv service in some areas is nothing short of shocking.

They cant fix a problem they wont admit to.