Cable Forum - View Single Post - NTL Customer Services: Your personal experience

Monserrat · 12-05-2006, 15:15

NTL have been great - I give them 9.5/10. The only aspect that they lost out on was when I first called CS to actually sign up to NTL. This was September 2002 and it took me over an hour to get through to an agent. I gave up and tried a few days later and I only had to wait for a few minutes before I connected to an agent. Once I got talking though, the agent was very polite and helpful.

In June 2003, I moved to another house in the same town, just a mile away from where I was previously. I contacted CS, got straight through to an agent and arranged an engineer's visit so that I could get my existing NTL:120 modem wired up in the new place. This was no hassle at all.

In terms of downtime, I normally get 24 hours of downtime once per year. Last year was the worst when I was down for 6 days. The culprit was actually another house on the same road to where I live. The fault at that house caused my house to go offline too. It took more than one engineer visit because of the knock-on effect from the offending house. Took a while to discover it. Once again though, the engineers were nice and helpful.

This week, my NTL:120 modem went faulty in that it kept on rebooting itself and was rarely sync'ing. I managed to get a same-day engineer appointment. The 120 modem was exchanged for a new 250. Job done!

12-05-2006, 15:15	#728
Monserrat Inactive Join Date: Jun 2005 Posts: 62	Re: NTL Customer Services: Your personal experience NTL have been great - I give them 9.5/10. The only aspect that they lost out on was when I first called CS to actually sign up to NTL. This was September 2002 and it took me over an hour to get through to an agent. I gave up and tried a few days later and I only had to wait for a few minutes before I connected to an agent. Once I got talking though, the agent was very polite and helpful. In June 2003, I moved to another house in the same town, just a mile away from where I was previously. I contacted CS, got straight through to an agent and arranged an engineer's visit so that I could get my existing NTL:120 modem wired up in the new place. This was no hassle at all. In terms of downtime, I normally get 24 hours of downtime once per year. Last year was the worst when I was down for 6 days. The culprit was actually another house on the same road to where I live. The fault at that house caused my house to go offline too. It took more than one engineer visit because of the knock-on effect from the offending house. Took a while to discover it. Once again though, the engineers were nice and helpful. This week, my NTL:120 modem went faulty in that it kept on rebooting itself and was rarely sync'ing. I managed to get a same-day engineer appointment. The 120 modem was exchanged for a new 250. Job done!