Hello...I'm pretty new to this forum, so a lot of this might have been said...
I've been with NTL/VM for 5 years..this is what I think to the service...and it's pretty mixed!
....Customer service = Rubbish - loads of queues on phones, engineers doing a crap job, etc. However, about 6 months ago, got some really positive experiences with CS, when I was going to leave - got phone answered quickly, got exactly what I wanted. Like people have said, you only phone when you want to stay and want a better deal...not to actually leave.
....TV = Fair price...but reliability awful. Box crashes, won't work, sticks. Red button hardly ever works, interactive is hardly worth using...but on Demand is pretty god value/works ok. Compared to SKY, this side of things is far, far behind them. I also noted that a few years ago, when NTL stopped letting you allocate a number to the station (eg - press 1 for BBC 1, 2 for BBC...8 for SKY...) and preset these, they didn't realise the implications. I'd taught a partially blind old lady what to press on the RC, and when they changed it she was perplexed....
....Broadband = The most reliable I've eve used. I've never had an outage, always found speed comparibly very good. I also used the customer service guys in India (good knows what they charged!) and they were really good...PC issues sorted well.
....Phone = had a couple of issues initially, with meant I had to deal with the bloody CS! They don't understand that phones are important - ok I had a mobile I could use, but forold people, on their own, they cannot cut the CS for faults off at 2000 or whatever...they're important, I'm not sure they knew how important. However...they were better than BT!!! Not hard really
.....prices = annoyed here... I let things slide for 12 months, eventually checking and realising I could get a better deal. When I phoned they gave me everything (BB 1 Meg, Phone, TV - everything but sky premium) for £20. Why didn't they try to give me a better deal? Seems that the deals are there...you have to push though...why? surely I'm better to retain after paying my bill for 5 years, than recruiting a new bod who might not!
I might add...I work for C&W, and I was around in the days that we looked after the TV stuff. C&W buggered it up BIG STYLE, and I know they invested sooo much in it. We were attending road shows, etc. These were the days when there was tons of money in sector, and performance and CS was still crap! If VM can sort this all out, they're a better company than us!!!
I'm ranting...I've had 5 years of crap CS, but decent performance (relatively!!!)
Moz.
Join CF
You are here: 
