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Originally Posted by etccarmageddon
it's not just the english that's shocking - usually they talk utter crap.
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and the systems they have access to! I phoned to report a network fault following a thunderstorm - no cable light on modem and modem diags said no recieved power, and neighbour down the road on a different green box was also down so the fault was further up the network. I was told a dozen times to reboot my PC so she could run diagnostics on it. Or power everything down and phone back if it didn't work (after 30mins already on hold!) I tried to explain that it wasn't my PC, and my firewalls wouldn't allow her to run anything on them either (I didn't dare mention the router and multiple PCs and I had tried connecting direct to modem).
The fault centre clearly didn't even have ability to tracert my cable modem and see which box had failed, claimed no one else in my area had same fault .
A couple of years ago we had the same fault (again after thunderstorm) and a pleasant Welsh fellow immediately diagnozed the fault and booked an engineer to fix it without needing a technician to call with only a couple of minutes of free phonecall. It took 63 minutes (@10p per minute*) and ended up with an unnecessary home visit engineer booked (I either had to accept this or close the fault - coz they couldn't see a network fault).
* Promised refund by UK based customer service after complaint - I was prepared to take the complaint to ofcom/ tv / newspapers but ofcom told me to go through ntl complaints procedure first.