Well done to NTL - you can at least do something right!

[jonbr]

Yesterday, because I have to wait 4 days to get my broadband connection repaired, I filled in the feedback form at http://www.cableforum.co.uk/board/ntl.php
I actually got a response and within 24 hours as well. They will, it seems, "credit" me for loss of service. I have to admit that I didn't think I would get a response, let alone an acceptable one, so well done NTL.

Now I wait to see if they will actually credit me for loss of service.

It's just a shame that NTL have gone down hill so much recently. A few years ago, I had a couple of cases of getting an engineer within 24 to fix faults, not any more! I've even had one support person refuse to talk to me because I was not at home to help diagnose the fault!

[Jules]

Glad to hear that they have done that

[Paul K]

Originally Posted by jonbr

I've even had one support person refuse to talk to me because I was not at home to help diagnose the fault!

Erm how are NTL supposed to diagnose a fault if you aren't at home in front of the affected PC/ connection to follow the instructions?
I had to deal with a problem with my sisters connection but since it required certain steps to be tried I couldn't do anything because they needed someone using the affected connection to carry out a set of diagnostic tests/ steps.

[Stuart]

Originally Posted by jonbr

I've even had one support person refuse to talk to me because I was not at home to help diagnose the fault!

As Paul says, it's not entirely unreasonable for them to expect you to be sitting by the computer. If you phone up reporting a dead connection, at some point, they may have to eliminate the PC (which they won't have access to).

Also, if the connection is dead, they may not be able to access your connection at all, and any remote diagnostic systems they have would fail. Similarly, if they try and reboot the modem, that may fail.

There is a limited amount the CSR can do from their end. They need you at home so you can verify things like the modem is plugged in properly, and the lights are showing.

[jonbr]

Originally Posted by Stuart C

As Paul says, it's not entirely unreasonable for them to expect you to be sitting by the computer. If you phone up reporting a dead connection, at some point, they may have to eliminate the PC (which they won't have access to).

Also, if the connection is dead, they may not be able to access your connection at all, and any remote diagnostic systems they have would fail. Similarly, if they try and reboot the modem, that may fail.

There is a limited amount the CSR can do from their end. They need you at home so you can verify things like the modem is plugged in properly, and the lights are showing.

First of all, I'm not stupid, and before I call them I check all of the connections, reboot the modem, etc.. Secondly, I used to do the same job for another company so I know how it goes.

Unfortunatly, some of the NTL CS staff just will not talk to you if you are not at home, not even if you only called to see if there was a known fault in your area. One of them even refused to handle the call when I had my daughter at home conference called in to do any diagnostic work they wanted done. They said that I had to be at the equipment, not my daughter!

It's about time that NTL CS realised that the majority of their customers have to work for a living and provided better support hours with more staff to man the phones in the evening when most of us have the ability to call them from the equipment if they are going to have that kind of attitude.

[Paul K]

WHen you call NTL you start from fresh with the CS person you speak to, they will often take you through basic steps to test things on your connection. You can test everything possible before calling them but they do not know who you are, how competent you are, how technical you are or what qualifications you have. They therefore will expect you to go through the tests with them unless you have already spoken to them that day and it's on your file.

[Stuart]

Originally Posted by jonbr

First of all, I'm not stupid, and before I call them I check all of the connections, reboot the modem, etc.. Secondly, I used to do the same job for another company so I know how it goes.

Sorry, didn't mean to sound patronising. However, as you did the same job for another company, you will know it is difficult enough to diagnose something over the phone anyway, without the person at the other end not being anywhere near the computer and/or modem that is faulty.

You also should remember that 99.9% of people NTL deal with would not know to do that, and the person answering the call has no way to know how much you do or don't know. Hence, they start with the Basics.

Unfortunatly, some of the NTL CS staff just will not talk to you if you are not at home, not even if you only called to see if there was a known fault in your area. One of them even refused to handle the call when I had my daughter at home conference called in to do any diagnostic work they wanted done. They said that I had to be at the equipment, not my daughter!

Now, that I don't understand. All they need is to talk to someone who is near enough the device to try some limited fixes. I suppose I could understand if you were not on the phone (assuming you are the account holder), but to require that you be at the PC when you are both on the phone is just being a jobsworth,

It's about time that NTL CS realised that the majority of their customers have to work for a living and provided better support hours with more staff to man the phones in the evening when most of us have the ability to call them from the equipment if they are going to have that kind of attitude.

You'll get no arguement from me there.. A few times, I have had a take time off from work just to report a fault. I realise they are open until 8, but myself (and a lot of other people) are not necessarily home by that time.

[quadplay]

Broadband technical support are open 8am-midnight.