Quick responce from NTL

mrm1 · 20-05-2005, 08:33

We all at time to time slag of NTL for there slow service, so for a change a positive note:

Last night my STB developed a fault, so at 8.15 this morning I called faults and was answered immediately. Then to my surprise, an engineer has been arranged to call out THIS afternoon.

IF all goes to plan, then well done NTL.

20-05-2005, 12:14

you know, i actually find them to be pretty good with things like that.

When our boxes died of old age, one was swapped same day and one was swapped the next day.

In fact, the only problem ive had is that when i call to report a fault, like some channels skipping all weekend, they always want to send out a tech. Which is fine, but usually its a problem their end, which they fix. So I call to cancel the guy, but they never seem to get the cancel message and he always turns up!

mrm1 · 20-05-2005, 14:33

Arrived just after 1pm. New box fitted with pass through. excellent.

20-05-2005, 15:04

ah, well thats good

i think when we get good service we just forget about it quickly as its done and fixed, with bad service the problem lingers...

so good to give good praise when its due...

spanner · 27-05-2005, 12:24

I must say that I have been very impressed with their e-mail support recently. I mailed them last week about an ongoing STB problem and asked for a Saturday call-out to fix it. When I got home from work the same day there was a message on my answering machine confirming an appointment for that Saturday. The engineer turned up and fixed the problem without me having to pick up the phone at all.

Excellent service!

mrm1 · 27-05-2005, 12:35

The only problem I have since the STB was swapped, is I cant use any pin protected services. I have called CS 3 times, but each time they just tell me there has been a problem resetting my pin, and to call again tomorrow if it still does not work.

Any one got any suggestions? I know how to access the Setup menu but there doe not seem to be an option to change or reset the pin (It just shows up ****).

Pace 4010

Lone Star · 27-05-2005, 12:58

I have another example of excellent servive from ntl.

STB developed a fault around 14:00 yesterday, reported around 14:30 and initially arranged for an engineer to call this morning. By 15:45 I got a call saying the engineer could bring the call forward, and by 17:30 the STB was replaced. It's difficult to see how they could beat 3 hours from initial report to problem solved - thanks ntl.

Raistlin · 27-05-2005, 13:14

It's nice to see some positive feedback for NTL (they take a beating often enough). It's important that we concentrate on the good as well as the bad.

Thanks for sharing your experiences with us guys

invisibleboy · 27-05-2005, 13:21

always had a good responce from NTL and a person on the other end of the phone who was helpfull same for enginers

just wish the equipment and content was better i.e. interactive services PVR option all those things the sky lot take for granted

oh how i wish i could watch football first on a saturday