NTL aren't so bad...

lilfem · 21-01-2007, 13:06

I am the first to complain if something goes wrong, and we always here of the bad things but not always the good... so I'd like to say that NTL have redemed themselves in my eyes today!!

Just a mo ago I got a call from a very nice lady who has sorted all my NTL problems...

So you aren't all that bad up at NTL... you have some good people amoungst you

RUSTY · 21-01-2007, 13:44

fully agree with that.

**Hugh** · 21-01-2007, 15:03

Like everywhere else, there is good and bad - people are just more likely to comment if unhappy.

Well done on redressing the balance.

Nikesh · 21-01-2007, 15:05

It's good to hear nice things about ntl for a change.

dranny69 · 21-01-2007, 15:18

I totally agree, NTL always seem to try to sort problems out a.s.a.p. (in my opinion) and the engineers have always turned up on time and are very helpfull. theres always going to be people who arent as lucky as ive been but that happens in any business.

Delta Whiskey · 21-01-2007, 15:23

I've not had a single problem with NTL that hasn't been sorted out in a short time. Touch wood, cross fingers etc. It's a truism that it's only the bad things that get reported on.

DW

robf · 22-01-2007, 09:42

what do you call a "short time" though?

with average wait times of 20-30 minutes before you even get to talk to someone on the CS phoneline - and then 9 out of 10 times they then can't help and have to pass you on to someone else - nothing is ever done in a "short time" if you ask me.

Delta Whiskey · 22-01-2007, 09:59

Quote:

Originally Posted by robf

what do you call a "short time" though?

with average wait times of 20-30 minutes before you even get to talk to someone on the CS phoneline - and then 9 out of 10 times they then can't help and have to pass you on to someone else - nothing is ever done in a "short time" if you ask me.

The longest wait was about five minutes, and the problem was sorted out very quickly. Thinking about it, I don't think I've talked to anyone not located in the UK so what my experience might be different now.

DW

stevebutt · 22-01-2007, 13:53

I must admit despite the service breakdown currently experienced, the CS staff have been helpful and understanding so far, the guys over in India seem well trained too.

As i booked a engineer visit with the indian call centre, i didn't fully expect the guy to turn up but he did, on time and courteous...

Good work NTL guys, given patience i'm sure we can get to the bottom of the faults

slowcoach · 23-01-2007, 16:09

I have only had to call CS twice in the three years I have been with ntl.
First time was soon after I had been installed, that was just a query about something I wasn't sure about, through within 3 minutes.
Second time was a few months ago when the free answering service disappeared, got through to India within 7 minutes, India called me back within 2 minutes saying that the problem would be sorted within 24 hours, it actually took just 4 hours to fix.
After years of a poor line quality from BT, incredibly quiet phone and max ADSL speed of 512k, ntl is like a breath of fresh air.

Rapid Dr3am · 24-01-2007, 11:03

NTL are getting much better now, many improvements being implimented.

Such as proper Quality managers to monitor and report on calls (bonus affecting).
PCA30 this is the bit customers want means Percentage of Calls Answered within 30 seconds. I don't work at NTL but my department has introduced PCA30 over the last year and hired a lot more staff to manage it.

Simple computer systems (ICOMS) to replace the several systems NTL where using, means that everything is there no seperate systems like TW had ICOMS and Cablemaster which made it difficult but to have 4 systems is near impossible.

As performance is bonus affecting,you'll see a lot more people working harder to help. I <3 getting my bonus.

**Hugh** · 24-01-2007, 11:46

Rapid, good info - thanks.

videodj · 24-01-2007, 12:12

In 4 years with NTL, I've not really had any issues, any minor problems have been sorted out straight away and I can get through to CS promptly, virtually all the time.

It's the same with most companies, either very good or very bad. I have had big problems with sky in the past, hence I won't go back and stick with NTL.

GeoffB · 24-01-2007, 19:38

Have the full works, tv, phone and broadband. All the negative publicity put me off for a while, but so far I'm very impressed and think NTL is good value for money. My only gripe is that the Pace box freezes too often for my liking, but a re-boot always sorts the problem, so no contact with CS yet. BB connection rock solid at 3.5meg+ and free phone calls at weekends. Let's have more positivity (is that a word?) on forums like this one!

raymullan · 25-01-2007, 15:32

must say i was a little apprehensive what with all the bad publicity n all. But i moved to a house which was already ntl cabled, i wasnt too fussed with Sky/BT's service so i thought might aswell and i must say i've had no major issues. Only they never started my NASN subscrption on day 1 but i simply rang up on the 150 number and they fixed it there and then, right away was on my tv. Excellent service so far