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Originally Posted by JoshGrey
That is not what I said Chrysalis. In fact I said that this minority IS significant. Perhaps you misread my comment.
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I think the point is that 81% (approximately) are happy or at least not unhappy (perhaps indifferent) with the situations/customer service that you describe above. That has to be at least part of the message of the survey. The other message is that 19% are not happy with the situations/customer service described above. If you're in that 19% you will of course feel vindicated by ntl's poor rating...if you're not in that 19% you're going to wonder why the headlines are saying a company that seems fine to you is c**p. Both sides are right from their perception of this relationship. There's not much point trying to convince each other otherwise.
If you're happy then you might want to encourage ntl to spread that type of service...if you're unhappy (and you have a choice) then you should go somewhere that makes you happy and leave ntl behind completely.
Somewhere there's probably the 5% or so of unhappy PlusNet customers slating the "ridiculous survey" for putting PlusNet first!!  |
You still missing the point. NTL can be percieved as a good isp if you are lucky to not have a fault, lets face it is good luck.
What makes them bad is how they handle things when they go wrong, over subscription of areas causing slow broadband speeds is their own fault. If they invested in network upgrades when a user reports poor speed and give them a schedule for ubr fix then they would be a better isp, instead the customer gets fed rubbish that their hardware is bad. Similiar things go on with billing etc. do you read time and time again on this forum that users need the mods of this very forum to get problems resolved for them? or are these matters insignificant?
You said 19% isnt insignificant but this minority is eh? this minority is 19% which is it.
Paul I asked you some simple questions but you completely avoided them.
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Originally Posted by Griffin
Think it may be higher than 5% of plusnet customers that are unhappy, try looking at their forums. I know quite a few people personally who ditched Plusnet over some botch up that happened just recently. In my opinion a more realistic guide to how good or bad an isp is would be to look & that isp's forum.
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Well plusnet run a refferal scheme so given that a big proportion of customers are probably paying very little for that service, also although I think they are a poor isp they can even send a rep to adslguide to discuss with customers and have a customer forum. Their call cantre is based in sheffield and not outsourced so their is a few subtle differences.
Ntl made a choice, you cant sit there cutting costs over a number of sustained years, keep sacking staff and outsource to india then expect to not have a hit on customer satisfaction. They should be taking on staff to keep up with the new customers they getting and thats just to keep service static instead of in decline. I would be interested to know if any of telewest core network will be decommissioned and peering reduced as part of cutting costs.