NTL think that they own this site ?????????

[paulyoung666]

Originally Posted by threadbare

no it doesn't they usaually answer within a few seconds when i call. if you call after 5 pm what do you expect? call during off peak times!!

i rang c.s. yesterday to sort a billing problem out and i waited no more than 30 seconds to speak to someone and that was at 5pm , very pleasant lass on the other end had the problem sorted in a couple of minutes , ntl can get it right , they just need to be consistent about it

[Hell's Child]

Originally Posted by stuartbe

If you are going to qoute my posts then fine but please dont qoute posts that I did not make.

Sorry, I should have made it clear that the comments were a collection of different posters, it just happened to be that your's appeared 1st.

As for the "they/them" situation, I apologise if people weren't aiming it at staff, but that's how this post started, with reference to a memeber of the cusotmer relations dept. People were slow to realsie that people can make mistakes and also that ntl staff, in general, don't know about the .co.uk site.

[Shaun]

Originally Posted by orangebird

It shouldn't Neil, but it has. And there's nothing I can do to fix that right now. All I'm doing is offering a solution for this particular customer to go forward with.

As I see it, thats where the problem lies, with Ntl, every time a customer complained on .com or more recently on here all that can be done is a patch up job. Associates give out numbers for managers high up in Ntl but they can't fix the underlying problem.

Ntl COULD have taken on board the problems of their .com users and fixed the basic issues that cause us so much trouble but they didn't, they just closed the site and buried their head in the sand.

Personally I saw the way the wind was blowing at that point and now I've jumped ship, but what of the people that don't know what service they are going to get when they sign up to a cold call for BB????

[orangebird]

Originally Posted by dellwear

As I see it, thats where the problem lies, with Ntl, every time a customer complained on .com or more recently on here all that can be done is a patch up job. Associates give out numbers for managers high up in Ntl but they can't fix the underlying problem.

Ntl COULD have taken on board the problems of their .com users and fixed the basic issues that cause us so much trouble but they didn't, they just closed the site and buried their head in the sand.

Personally I saw the way the wind was blowing at that point and now I've jumped ship, but what of the people that don't know what service they are going to get when they sign up to a cold call for BB????

There's not an awful lot I personally can do. As I've said, I work no where near CS. Maybe though, MDs getting more and more direct calls from disgruntled customers is one way to get the message through and they'll start to take note? Just a thought...

[Jason1]

Originally Posted by threadbare

no it doesn't they usaually answer within a few seconds when i call. if you call after 5 pm what do you expect? call during off peak times!!

Well when like nomal people you work 9 till 6 peak times are the only time you can call as you need to be in front of your stb or pc to reboot etc my experince with the swansea call centre has been at least a 30 min hold

[ian@huth]

Originally Posted by threadbare

those arn't assumptions they are based on statistics

Of course they are assumptions, they can't be anything else unless someone has changed the definition of the word. If I make a call to TS regarding a problem and don't bother calling back when they haven't solved the problem then NTL assume that it was a first time fix. The way that the problem was fixed was by coming on here and getting the solution from people like Robin Walker.

[Neil]

Originally Posted by orangebird

There's not an awful lot I personally can do. As I've said, I work no where near CS. Maybe though, MDs getting more and more direct calls from disgruntled customers is one way to get the message through and they'll start to take note? Just a thought...

Oh yeah, because we've never tried that approach before have we?

Jeez-what does it take to convince you that these people don't give a to$$??

They didn't give a to$$ when they had a site with which they could have made a difference, & they don't give a to$$ now.

The poroblems that customers experience with ntl are no different now to 3 years ago-ring up & ask the same question to 5 different people & you will get 5 different answers.

Got a 'hot potato' problem?-they'll be glad to play telephone ping pong with you.

Tech Support?-they'll be glad to tell you the issue lies with your PC/you have a virus/you need to format & reinstall Windows.

There was one more thing-I'll get someone to ring you back on that though.....

[orangebird]

Originally Posted by Neil

Oh yeah, because we've never tried that approach before have we?

Jeez-what does it take to convince you that these people don't give a to$$??

They didn't give a to$$ when they had a site with which they could have made a difference, & they don't give a to$$ now.

The poroblems that customers experience with ntl are no different now to 3 years ago-ring up & ask the same question to 5 different people & you will get 5 different answers.

Got a 'hot potato' problem?-they'll be glad to play telephone ping pong with you.

Tech Support?-they'll be glad to tell you the issue lies with your PC/you have a virus/you need to format & reinstall Windows.

There was one more thing-I'll get someone to ring you back on that though.....

Hey Buddy, calm down! I've been here for bloody years, I don't need you teaching me how to suck eggs.... All I was doing was trying to look at it from a more positive angle, rather than just whining. Having such a great tool as .com didn't work, but you can either throw in the towel and say 'it's all f*cked' or find another avenue to go down.

Some of them DO care. Just as you don't agree with tarring all cs staff with the same brush, you shouldn't do it to the senior management either. Some of them (and correct me if I'm wrong, but I don't think you know all of them) do give a ****.

[Stuartbe]

Originally Posted by Neil

Jeez-what does it take to convince you that these people don't give a to$$??

I cant think what you are talking about Neil

" thankyou for calling NTL home technical support - you will be connected with an agent shortly " " Thanks for calling - Please re-install windows "

I have never been advised to re-install windows by NTL TS. Have you Stuart ?

[Stuartbe]

Originally Posted by pem

I have never been advised to re-install windows by NTL TS. Have you Stuart ?

Yep.... Told that my tcp/ip was currupt and need to re-install windows - this was after I explained to the guy that I could ping the NTL gateway and 127.0.0.1

Next time I called I was told that a cable modem wont work if its powered from a UPS as it makes noise on the power line

Another time I was told that my connection is nor working becouse I use a pix firewall. !!!

Thats just a rough sample of the BS that I have got from them over 20-30 phone calls - each envolving a 10-20 minute wait....

I did once speak to a realy tech savy guy !! Sadly the re-seg he promised never happened !

[threadbare]

Originally Posted by ianathuth

Of course they are assumptions, they can't be anything else unless someone has changed the definition of the word. If I make a call to TS regarding a problem and don't bother calling back when they haven't solved the problem then NTL assume that it was a first time fix. The way that the problem was fixed was by coming on here and getting the solution from people like Robin Walker.

it is not classed as a fix unless it is fixed there and then. if the problem cannot be fixed then it is put into a callback queue - where it is then fixed. if an engineer is required then he fixes it. either way it is fixed. (i have it on good advice from an ntl tech who is sitting right next to me)

if the PC is a problem or the issue has nothing to do with ntl and needs to be referred to the pc manufacturer/shop or microsoft tech support then it is fixed there. If the problem re-occurs then the first time fix for the agent is affected (this is true whether it is due to a dopey user error or a sh*tty PC unfortunately).

sorry ianathuth but you have no idea what you are talking about.

[Richard M]

When I worked for BT TS, it was fairly common to reinstall the TCP/IP stack, which needed the original CD.

[threadbare]

Originally Posted by jason.ntlwogill

Well when like nomal people you work 9 till 6 peak times are the only time you can call as you need to be in front of your stb or pc to reboot etc my experince with the swansea call centre has been at least a 30 min hold

perhaps these 9-6 ppl could try calling at 8am or later in the night. TS is open till midnight

[Stuartbe]

Originally Posted by Richard M

When I worked for BT TS, it was fairly common to reinstall the TCP/IP stack, which needed the original CD.

Trouble is that there was nothing wrong with the tcp/ip stack... Even if there was it does not need a full windows re-install...

I had told him that I could ping the default gateway and my localhost !!

Problem was huge packet loss at the time. This cleared up the morning after with no settings being chnaged by myself...