Unbelieveable bad support!

[El Chalkino]

How when CS say they have identifiesd a fault and know how to fix it have not 5 days later!? On Sunday I lost all TV to both STB's on Monday service returned to just 1. A visit by a technician left me with a none working box after 3 box changes saying that it would be put right later in the day, even the software is the old blue screen display. Several days later still no service and many many excuses - "You have moved house" no been here for 17 years! "It is because you had a cable modem fitted" Changes to CM from STB over 1 Month ago! They say they know what the problem is and how to fix it but "can't get a technician at IBM to fix it!". A call to the number in order to leave NTL brought the response of £20 credit to my account but still no service they promise it today "hopefully but you can watch it on 1 box anyway" When I threatened to move to SKY I was told "well it's your choice" I have been a customer of NTL back in the old Nynex days and stuck with them. Does anyone know what else i can do? I am promised calls to keep me informed but these dont happen unless I promt them for info. Sorry for the long post.

[Neil]

I would suggest you contact either David Thatcher who is head of DTV for ntl, but the main problem you have is lack of customer serice, & for that you should speak to the MD for your region-both details below.....

Director of Television, ntl:home

Mr David Thatcher
Location: Luton
Telephone: 01582 701616
Mobile: 07815 062163
Fax: 01582 610644
E-mail: david.thatcher@ntl.com

All Television product questions, suggestions and complaints should be directed to Mr Thatcher when normal channels have failed.

Managing Director, North Business Unit
Mr Alan Grant
Location: Wythenshawe, Manchester
Telephone: 0161 216 2898
Mobile: 07855 806457
Fax: 0161 2162849
E-mail: alan.c.grant@cwcom.co.uk

The Managing Directors are responsible for everything that happens in your region. This includes things like customer service, billing, local faults, installations, sales promotion and local advertising. These people should normally be your first port of call after contacting ntl via the †œofficialÃÂà ‚¢ÃƒÂ¢Ã¢â‚¬Å¡Ã‚¬Ã‚ƚÂÂ� channels has failed.

Let us know how you get on.

to the site too.

[Russ]

No need to apologise for the length of your post - always take as much space as you need when exposing NTL's woeful Customer Service.

First of all welcome to the site.


Secondly, did you take the names of anyone you spoke to? This is vital when someone promises you something such as a callback.

As we have a lot of good NTL employees posting here, hopefully one of them will be able to give you advice on this.

We have a few NTL people on the site who may be able to help you with this and I'm sure one will turn up to assist soon.

[El Chalkino]

Thanks for all the advice, sorry it has taken so long to reply, but my Braodband went off for most of the day as soon as the STB became operational again!! Now appears to be fine?

I did take names and will indeed write to the people mentioned in the replies. I was offered a 'sweetner' apart from the £20 credit, that was a £10 a month reduction as long as I stayed a customer for another 12 months!! Blackmail or what!? also on my bill which came today I am being charged for an analogue STB! How long have we had digital? and was told I had confused matters changing to a CM again. Stay tuned.

[Russ]

Originally Posted by El Chalkino

I did take names

Jolly good show - fancy posting them here?

[El Chalkino]

I only got first names unfortunately so I suppose they will find it difficult to admt their part. A 'duty manager' called John on Wednesday evening at approx 1800 was very rude and unhelpful "will just have to put up with it we know there is a problem" This does not help me though does it. at least one person was at least trying, called Carolyn she did call me back on tuesday and promised a call back on Wednesday to update, But did not. The person who offered the £10 per month 'bribe' was called Shelley, and I am supposed to be speaking to her on Tuesday to give her my decision whether I accept it or not. Not much use really with the names I suppose I will get full names in future, Love the piccy of Myleen by the way!.

[hairy_mick]

i think the customer service will get worse as a lot of them are to loose their jobs shortly and the ones that are left will be under presure looks like it will be a rough period for a while.

[th'engineer]

I think customer service is improving in NTL remember it was bad it has improved but still not perfect. But you get that with most companies they have improved 1000 percent.
And you can not get russ anymore on the phone at NTL that got to be an improvement

[Ignition]

Makes you wonder how much money could be saved by just getting it right and not handing out these loss making sweeteners as compensation when mistakes are made.

What shines through again here is how much happier customer would be if they were just informed what the problem is rather than just a simple 'we know about it and it's being worked on'.

[El Chalkino]

I was told to write to the MD but was told he would not make any difference, and there was no blackmail involved in offereing me £10 per month, as this was a 'fault based' offer? When I mentioned the upcomming price increases in my case £5 with the BB and the TV I was told well £5 was better than nothing! A letter from A Customer Relatons Manager called Zoe Ackland arrrived today thanking me for agreeing to stay with NTL (I must have dreamt that one) I then get an email addressed to my son who is 14! telling him of a direct debit for 2 months BB after being promised a free month! But why my son's email. no one at CS seemed to know, but his initial starts with 'A' !! Is SKY any better or will I have the same problems or even worse, as CS keep telling me. What on earth is going on? Is there a forum for SKY customers so I can at least see if they have the same problems too!

[threadbare]

Originally Posted by El Chalkino

<snip>And then I get an email addressed to my son who is 14! telling him of a direct debit for 2 months BB after being promised a free month. But why my son's email no on at CS seemed to know but his initial satrts with 'A' !! Is SKY any better or will I have the samre problems or even worse, as CS keep telling me.

your son's email address must be set as the primary account

[El Chalkino]

No my account is set as the primary account according to CS

[Jason1]

moved to sky and bt in january no problems with either pick up the phone it works turn the telly on ind i get pictures something ntl could never get right for me

[Comfortably Num]

I phoned up on Wednesday evening to see where my new remote that I ordered 4 weeks ago was. The man I spoke to was very apologetic and said he would get it chased up and true to his word a new one arrived today. Just go's to show that with a little bit of respect and politeness things get done