Quote:
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Originally Posted by Chrysalis
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.
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.
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Hi Chrysalis.
I just want to be clear: 19%
IS a minority
AND it
IS significant.
What you say about poor service from ntl might be true BUT if the survey is to be trusted/believed (and you accept that people will change if they are unhappy with a service) your statements about poor service only apply for the 19% minority or else it only applies enough for them to complain when asked. I think it's a little harsh to say that anyone who doesn't regard ntl as a poor isp or hasn't received poor service has been
lucky - that refers to more than 80% of its customers. That's what your comments would imply and I don't think that's what you meant.
You're right that ntl made various decisions about how they run their business and eventually time will tell how successful that has been. If they made mistakes then all of their customers will leave (albeit eventually), they will go bust and no one will have to worry about their "poor service" any more
