good old ntl support

[darkvisor]

yes a lot of people do and being an ex employee, i know how the cable side works, it's a pain in the a*se when you hear them waffle over the phone as to whats up with the system, also if he had looked at the modem, it wouldn't be there as bb goes straight to a router so he cant even see the modem, as before, i have had to disconect the router from bb so ntl can check the modem.

its a pain when you pay them monthly but have to bow down to them when something is wrong, i take half a day off work for an engineer not to turn up because the thought they fixed the problems at the end of the road, is that good customer service,

Originally Posted by threadbare

So the fact that the supervisor told you the same as the agent means that he must be a muppet also then?

The fact that this was caused by the local electricity supply is ntl's fault i suppose?

The fact that this caused a massive increase in demand for engineers' resources is also ntl's fault?

The fact is, separate contractors were called in to deal with these problems and some unfortunate customers were not dealt with. A polite call to ntl would have resolved this, but calling them muppets will not help.

I hope your new bb provider meets your unrealistic expectations.

If i'd taken a half day off work to wait for an engineer who never arrived I think 'muppet' would be a mild insult to be hurling. To a customer the fact that an NTL contractor, rather than NTL itself, has let me down is totally irrelevant. Service is NTL's responsibility regardless of who delivers it on their behalf.

Originally Posted by andyl

If i'd taken a half day off work to wait for an engineer who never arrived I think 'muppet' would be a mild insult to be hurling. To a customer the fact that an NTL contractor, rather than NTL itself, has let me down is totally irrelevant. Service is NTL's responsibility regardless of who delivers it on their behalf.

true - but there is no point coming to a site like this & throwing insults around. We are privileged to have some extremely helpful NTL staff as members of this forum, were I one, I would not feel inclined to offer assistance to someone who just wants to have a rant

[darkvisor]

thanks for the reply homealone but as stated in the first message, it was a rant and wasn't after assistance, just getting it off the chest and that is what a forum is for,

it's just you get some muppets (ntl staff) trying to deffend NTL actions when they are blatantly wrong

[Stu038]

Originally Posted by darkvisor

if he had looked at the modem, it wouldn't be there as bb goes straight to a router so he cant even see the modem, as before, i have had to disconect the router from bb so ntl can check the modem.

I'm intrigued here, your saying that you have your router between your modem and the ntl network, how does that work then?

[ian@huth]

Originally Posted by darkvisor

yes a lot of people do and being an ex employee, i know how the cable side works, it's a pain in the a*se when you hear them waffle over the phone as to whats up with the system, also if he had looked at the modem, it wouldn't be there as bb goes straight to a router so he cant even see the modem, as before, i have had to disconect the router from bb so ntl can check the modem.

its a pain when you pay them monthly but have to bow down to them when something is wrong, i take half a day off work for an engineer not to turn up because the thought they fixed the problems at the end of the road, is that good customer service,

It sounds as if you know how cable works Broadband does not go straight to the router, it goes first to the cable modem and then to the router. The modem is the first thing that NTL can see when looking at your connection. They ask you to disconnect the router to eliminate any problems that it may be causing.

Originally Posted by darkvisor

thanks for the reply homealone but as stated in the first message, it was a rant and wasn't after assistance, just getting it off the chest and that is what a forum is for,

it's just you get some muppets (ntl staff) trying to deffend NTL actions when they are blatantly wrong

you won't mind me putting you on 'ignore' then, as I like to think the aims of this site are more constructive than to solely provide a soapbox to slag off NTL.

Originally Posted by homealone

We are privileged to have some extremely helpful NTL staff as members of this forum, were I one, I would not feel inclined to offer assistance to someone who just wants to have a rant

Granted, and I for one am happy to credit staff, whether on this forum or on the phone to them, when they've been helpful. But, and this has been pointed out so many times before, the service provided by NTL is too often not up to scratch, although I personally put much of the blame for this at management's door (training, systems, not enough manpower etc).

Secondly, the world is jam-packed full of muppets so statistically it's likely that some of them work for NTL and the description is apt, albeit derogatory, in those particular instances. It has not been suggested that all NTL folk are muppets (and in my experience there are few Kermit like characters in Tech Support)

Thirdly a lot of people come on this site precisely because they want a rant; this probably saves a lot of no doubt decent NTL folk getting an earbashing which the company, rather than they deserve.

Originally Posted by andyl

Granted, and I for one am happy to credit staff, whether on this forum or on the phone to them, when they've been helpful. But, and this has been pointed out so many times before, the service provided by NTL is too often not up to scratch, although I personally put much of the blame for this at management's door (training, systems, not enough manpower etc).

Secondly, the world is jam-packed full of muppets so statistically it's likely that some of them work for NTL and the description is apt, albeit derogatory, in those particular instances. It has not been suggested that all NTL folk are muppets (and in my experience there are few Kermit like characters in Tech Support)

Thirdly a lot of people come on this site precisely because they want a rant; this probably saves a lot of no doubt decent NTL folk getting an earbashing which the company, rather than they deserve.

yes - I'm not being an apologist for NTL, by any means, but it just seems illogical, when we have the opportunity, via this site, to obtain help from NTL employees, who blatently are not 'muppets', to alienate that resource by being rude.

tbh Andy, I did feel the OP was tarring all NTL employees with the same brush, hence my comments. I agreed with you regarding the potential for improvement in training etc, though

[Chris W]

darvisor- it was technical support you spoke to -> there are no customer service centres for ntl broadband- only technical support.

Also, 10 seconds is long enough to run a report on a modem to see what is going on with a cable modem- that is why staff have diagnostic tools.

The device that you are connect to the router is completely irrelevant- the modem can be checked with a pc, router, xbox, ps2, or nothing at all connected to it.

I appreciate that you wanted to have a rant, and i agree about the inconvenience of the technician not visiting your house being unacceptable. However, i would be interested to see what constructive comments you can make- how would you like your experience to be improved in the future? perhaps a comment on the following areas would be useful-

- the attitude of the people you spoke to
- the length of time you waited
- length of the call
- explanation of the problem
- amount of time that you had to wait for the engineer booking
- any other relevant information

with constructive criticism like this it will be easier to see where things are going wrong.

MB

[scrotnig]

Originally Posted by darkvisor

thanks for the reply homealone but as stated in the first message, it was a rant and wasn't after assistance, just getting it off the chest and that is what a forum is for,

it's just you get some muppets (ntl staff) trying to deffend NTL actions when they are blatantly wrong

How DARE you call me a 'muppet' when I have taken the time - my own personal time I might add - to write a detailed explanation of what's causing the issue on your bill!

You are extremely rude and discourteous and your behaviour is completely out of order.
____________

Originally Posted by andyl

Granted, and I for one am happy to credit staff, whether on this forum or on the phone to them, when they've been helpful. But, and this has been pointed out so many times before, the service provided by NTL is too often not up to scratch, although I personally put much of the blame for this at management's door (training, systems, not enough manpower etc).

Secondly, the world is jam-packed full of muppets so statistically it's likely that some of them work for NTL and the description is apt, albeit derogatory, in those particular instances. It has not been suggested that all NTL folk are muppets (and in my experience there are few Kermit like characters in Tech Support)

Thirdly a lot of people come on this site precisely because they want a rant; this probably saves a lot of no doubt decent NTL folk getting an earbashing which the company, rather than they deserve.

I posted some advice to the original poster about his bill and he called me a muppet in return.

That's not a generalisation, it's a direct insult and is completely unacceptable behaviour.

Next thing is, people complain that ntl staff don't offer as much assistance on here as they did. I wonder if these people would perform work related duties in THEIR own personal time, in return for a barrage of abuse?

[Graham F]

Originally Posted by Mark B

How DARE you call me a 'muppet' when I have taken the time - my own personal time I might add - to write a detailed explanation of what's causing the issue on your bill!

You are extremely rude and discourteous and your behaviour is completely out of order.

Are you being serious

if so chill it wasn't aimed at you, so no need to throw your rattle out of the pram

Originally Posted by Mark B

I posted some advice to the original poster about his bill and he called me a muppet in return.

That's not a generalisation, it's a direct insult and is completely unacceptable behaviour.

Apologies if I'm missing something but I thought the rant in question was about engineer not turning up etc. Where's this billing thing come from which has apparently lead to this insult being directed specifically at you? As I say if I've missed something ( I concede this is ALWAYS possible) then sorry but I am, once again, Confused of Bury.

[Nemesis]

Ok, I'm closing this. I'm not letting this degenerate into any more digs against anyone. My comment from before still stands - No one who works anywhere, including ntl should be refered to as a "muppet" or any other derogatory term. period.