A rod for my own back?

[myutopia]

Seems hard to believe that just over 5 years ago I quit NTL. I'd worked in the Newport builing "Online House" and "Caradog House" for about 18 Months and seen some really drastic down hill changes. I remember the policy of docking peoples wages if they were late by even a few minutes (although I soon realised, if I was going to be late it was better to ring in sick). The insane coming to work and having 100 calls queueing and then going home after the end of my shift and having 200 calls queueing, the vast majority were generally complaints. The CCOD's bleeping you if a call took longer than 7.5 minutes when trying to fix a technical problem. Yep you've probably heard all this before and then some. Because of this when I went with NTL I went for the basic package (Less for them to screw up).

The problem is now very soon I'm moving house. and based on their performance over 5 years ago, friends who have had problems that have taken 3 months to sort out, there stupid policy of billing you for your internet service on your credit card (although this may have changed and they haven't bothered telling me), and what I've seen in this forum and the old ntlworld.com (R.I.P), I reckon I'm probably in for a right load of hassle.

Anyway, I'm going to use this move as an opportunity to re-evaluate what package I choose and from who.

However not wishing to start a flame is there anyone out there that recommends I still use them at my new place or is it worth using someone else as I don't need the TV packages and have only a mild interest in Broadband, (the download capping kind of put's me off).

Are there any long term users that think it's improving?
Are they still **** when things are too complicated but the fact that they're cheap means your prepared to put up with the hassle?
Does anyone else think the price increases will make the gap between them and competitors smaller that people will probably want to move elsewhere for a better service.

Just trying to get a few opinions from people about the general service from NTL, is it still crap when you need them to do something.

[Neil]

I personally think they are by far the worst company I have ever dealt with.

You can read about my (easy) switch to BT/DSL here: http://www.cableforum.co.uk/board/sh...78&postcount=1

Been v happy with BT ever since (& Pipex too)

HTH.

[myutopia]

Thanks for the reply

What's the broadband been like with pipex a friend of mine has just gone on with them and reckons so far they've been pretty good?

Do they also cap your broadband usage?

[Neil]

Originally Posted by myutopia

Thanks for the reply

You're welcome.

Originally Posted by myutopia

What's the broadband been like with pipex a friend of mine has just gone on with them and reckons so far they've been pretty good?

Absolutely 1st rate-I have had mine up 2/7 since it went live in November.

Originally Posted by myutopia

Do they also cap your broadband usage?

Depends which package you go for-unlike ntl, Pipex give you (the customer) a choice.

http://www.solo.pipex.net/xtreme-sol...3725c2093092c6

If you go for the 'lite' option, there is a 1GB cap, but as I say-you have a choice, & that's what it's all about-there is no choice with ntl-you have a cap whether you like it/want it or not.

[Edit]-That should of course, read 24/7!

[SMHarman]

Originally Posted by Neil

You're welcome.

Absolutely 1st rate-I have had mine up 2/7 since it went live in November.
<snip>

Great typo. Even NTL manage more that 48 hours uptime a week!

[Charlie_Bubble]

Originally Posted by myutopia

Thanks for the reply

What's the broadband been like with pipex a friend of mine has just gone on with them and reckons so far they've been pretty good?

Do they also cap your broadband usage?

Just started on Pipex 1meg xtreme today. Seems much faster than NTL 1Meg for browsing, probably the lack of proxies. Pages are thrown onto the screen instead of the dripping I got with NTL!

Originally Posted by Neil

I personally think they are by far the worst company I have ever dealt with.

Of course - not everyone agrees with Neil The service you get from ntl seems to vary from area to area and I have no complaints about mine (unlike BT round here ).

As for pipex - I'm sure Bifta will pop in to tell you they are "tripex" (in his opinion).

Like all things - peoples experiences vary.

[Munkeh]

I've not had any problems with my service from ntl, thats been over 4 years in 3 different houses in 3 different regions.

In fact thats a slight fib, I did have some problems with the ADSL package at my last gaff, but that was down to a ropey BT line

As pem says, people seem to have varying experiences.. mine have so far been quite good!

HTH.

[Neil]

Let me clarify something here....

There is a big difference between the product from ntl, & the service from ntl.

In my case the product was always good, but the 'service' was consistently dire.

Please don't confuse the two.

[myutopia]

Thanks for everyone's posts.

I'll probably cancel and see how that goes. If it goes without a problem then I'll review everyones offering's including NTL's. If they screw it up I'll probably go with someone else.

Having worked for NTL doing tech support and seen how they treat customers, staff, how they are more interested in statistics like how quickly calls are completed. Especially after reading the problems that neil's had as well as many other posts in this forum and the old nthellworld.com before they shut it down I can't see thet they've changed much. So I'm really loathed to give them any money.

Never mind, I'll keep you posted

[zoombini]

Having just cancelled NTl I'm looking forward to trying other companies services.

The option to have Sky with working Red buttons, BT with itemised bills that do not cost me more & Pipex with better connection albiet lesser speed looks very interesting & I cannot wait till its installed.

I rang BT up last night to ask them to change the order so that I did not keep the NTL number (I dont want the potential hassle of it) and I was surprised that they said I could have a free number change once I was on. I'm sure that NTL would charge me for it.

[Neil]

Originally Posted by myutopia

Having worked for NTL doing tech support and seen how they treat customers, staff, how they are more interested in statistics like how quickly calls are completed. Especially after reading the problems that neil's had as well as many other posts in this forum and the old nthellworld.com before they shut it down I can't see thet they've changed much. So I'm really loathed to give them any money.

Never mind, I'll keep you posted

Well put-no company that treats it's customers & staff poorly deserves any cash.

[Neil]

Originally Posted by zoombini

Having just cancelled NTl I'm looking forward to trying other companies services.

The option to have Sky with working Red buttons, BT with itemised bills that do not cost me more & Pipex with better connection albiet lesser speed looks very interesting & I cannot wait till its installed.

I rang BT up last night to ask them to change the order so that I did not keep the NTL number (I dont want the potential hassle of it) and I was surprised that they said I could have a free number change once I was on. I'm sure that NTL would charge me for it.

Don't be surprised at the way BT will show you customer service how it should be done.

I have been nothing short of impressed by BT's professionalism & efficiency since I went back in November.

When I phone them, they can actually help!

When they say they will ring back-they do!

When I arrange something with them, I get a follow up letter confirming the arrangement!

These are lessons in customer service that even after all these years ntl just don't seem to be able to grasp.

Look after your (wage paying) customers, & they will look after you-simple.

[GazzaB]

Hi myutopia,
Things have changed a lot in the last 5 years! Not saying things are perfect at NTL (This site shows it!) but they have got ALOT better and the focus has moved a lot from 'lets get people signed up and stuff customer care' to 'lets look after the customers we have and then new customers will automatically follow'
I must also say that most of the time NTL have treated me quite well as an employee as well (even though I might be redundant in a few months time!)

Who's to say your experience with another provider is going to be any better than if you stayed with NTL???

Originally Posted by Neil

Don't be surprised at the way BT will show you customer service how it should be done.

You must get a better service down south is all I can say.