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

djhipflask · 06-12-2003, 14:22

My Broadband internet went down yesterday at about 2pm, so I contacted NTL and was told that they were conducting essential maintenance and it would be working by 4pm. Lo and behold at 4pm the internet was not working still infact it was not working until 2pm today when I rang up customer service again.
I went through the menu system, selected the correct options, set-top box etc. and then sat in queue for 20 mins before being answered. I told the guy on the other end what was happening and told him the error out of the event log on the box. At this point he admitted to having no knowledge of set-top boxes but said he would try to send a signal to the box. On the first attempt he told me he could not reach it.
THEN on the second attempt he got a connection and suddenly the connection was working again.
He told me he didn't not know what had been wrong and in an amused voice told me that if I had waitied two more minutes instead of waiting in a queue for 20 mins the set-top box would have fixed itself. It was so obvious that he had fixed it somehow but he insisted that all he had done is sent a test signal. I know he fixed it but I hate being treated like an idiot by these people and patronised.

I Apologise for the long story but I had to get the anger off my chest somehow.

NTL customer service sucks! (No offence to anyone who works there that is good at their job but I always seem to end up with the ones who knows nothing and are smart asses)

There, Rant over!!

06-12-2003, 14:22	#331
djhipflask Inactive Join Date: Sep 2003 Location: Stoke-On-Trent Posts: 2	Re: NTL Customer Services: Your personal experience My Broadband internet went down yesterday at about 2pm, so I contacted NTL and was told that they were conducting essential maintenance and it would be working by 4pm. Lo and behold at 4pm the internet was not working still infact it was not working until 2pm today when I rang up customer service again. I went through the menu system, selected the correct options, set-top box etc. and then sat in queue for 20 mins before being answered. I told the guy on the other end what was happening and told him the error out of the event log on the box. At this point he admitted to having no knowledge of set-top boxes but said he would try to send a signal to the box. On the first attempt he told me he could not reach it. THEN on the second attempt he got a connection and suddenly the connection was working again. He told me he didn't not know what had been wrong and in an amused voice told me that if I had waitied two more minutes instead of waiting in a queue for 20 mins the set-top box would have fixed itself. It was so obvious that he had fixed it somehow but he insisted that all he had done is sent a test signal. I know he fixed it but I hate being treated like an idiot by these people and patronised. I Apologise for the long story but I had to get the anger off my chest somehow. NTL customer service sucks! (No offence to anyone who works there that is good at their job but I always seem to end up with the ones who knows nothing and are smart asses) There, Rant over!!