NTL Customer Services: Your personal experience

[MDK]

Originally Posted by orangebird

it's the ill considered targets/process and procedures/lack of authority and training/support they receive from higher management that is the problem.

Thinking about it i agree, but there are occasions, i think we have all suffered it where you get an unhelpful CS rep, now whether they are being unhelpful due to lack of training or they are under pressure to get onto the next caller i dont know.

i.e when i first signed upto NTL BB i was never sent a PIN number, i phoned CS who said they cant help me and i need to speack to sales, phoned sales who said they have to contact the sales rep who sold me the package, he can only give me the PIN details ( yes they said that ). While they transfered me about i got cut off, i phoned back into CS and spoke to a nice lady who gave me my PIN details there and then.....

[Neil]

Originally Posted by MDK

Thinking about it i agree, but there are occasions, i think we have all suffered it where you get an unhelpful CS rep, now whether they are being unhelpful due to lack of training or they are under pressure to get onto the next caller i dont know.

i.e when i first signed upto NTL BB i was never sent a PIN number, i phoned CS who said they cant help me and i need to speack to sales, phoned sales who said they have to contact the sales rep who sold me the package, he can only give me the PIN details ( yes they said that ). While they transfered me about i got cut off, i phoned back into CS and spoke to a nice lady who gave me my PIN details there and then.....

Ah-the infamous ntl telephone ping pong/CS-BSâ ¾Ãƒâ€šÃ‚¢.

[MDK]

lol yes, it does make you laugh when you think about it, i might try it at work today. If the missus phones me up ill just transfer her to some random person in the company and time how long it takes her to get back to me.

If i worked for NTL im sure she would give up

The past 4 times I have had to ring CS up have all been a pain. I would have been on hold for at least 45 minutes, and after that my internet would be back up so I would have to hang up. Then usually after about an hour, it would cut off again.

Same thing with their email support, I never got a reply from the email I sent them about why my connection keeps cutting me off certain services (such as IRC, MSN etc). I still have this problem too.

But when you DO get through and talk to someone, they usually get the problem fixed within minutes.

[Angua]

Been with NTL since they took over from COMTEL!? Have moved 3 times all with little or no problems. Last time my telephone number was transferred to the new address the same day. Locally people seem to either have very few problems or loads of problems, usually with billing.

My big gripe is no customer services on a Sunday. If things go wrong it is either just after they shut or on a Sunday!

I rang 150 today and got through straight away

[ntlthorn]

good service as long as you dont have to start calling in, when it turns in to a nightmare.
recently had a box swap to a samsung for bb upgrade, if it wasnt for me being an employee i would have been lost not knowing relevant department to call, but still went around ntlworld.
its not the associates fault its the total lack of training and commitment from ntl.

[Angua]

Arrrrrghhhhhhh

Yesterday I had an awful "conversation" with someone on the BB help line (possibly in India) working from a "script" (as those who know me will testify I very rarely swear but this "person" drove me to swear and slam the phone down) who I later discovered (when I spoke to someone helpful in the UK) had no idea what was going on in the area.

Please could someone tell me why when we have organised a password system for me to access the NTL account do we now have to have things in writing in order to organise an engineer? My husband works nights so between sleeping and getting ready to go to work does not want to be on the phone organising an engineer who will have to fit in with my schedule (being a day person) anyway. What makes this worse is an engineer is part of the service but I can order things which cost extra with no problems.

Thanks in advance from a much calmer and sunny me.

[MikeBrighton]

When the service is working ok its fine. As soon as something goes wrong though its horrible. I bet we have all given up waiting for the phone to be answered and then been sent round in circles etc. And don't get me started on the email system.

[andyandy]

I've just joined in on the fun!

Ordered broadband and of course received the phone call back straight away to confirm by bank details and engineer arrived to install. Cable modem doesn't work - it looks like he didn't test it before he left.

Since then, I've been making calls and going round in circles trying to arrange another visit to get it sorted, being passed around different departments. Some of the people I speak to are very helpful, others make me want to slit my wrists . All in all, not that impressed so far!!!

[Elderon]

I rang up about a fault with my ntlworld email a/c. CS said there was work in the are but faults could identify a problem and put it right. I redialled and was put through to India. They guy used his system which obviously told him to fill in a form. I asked him what was the problem - a technical problem. What was it - I am not allowed to tell you Sir. All very polite. I asked again why my account was not accessible and he replied - cannot say sir.

This sort of reply does not inspire confidence that the person you are speaking to has any idea what they are doing.

As for people working for ntl giving positives - I suppose it just might be possible but so many people I speak to have had foul ups it makes it appear likely, which is a shame since they all work jolly hard I feel sure.

Well tonight NTL have really annoyed me. Decided to download and install broadband medic to talk to an NTL assistant to get this problem sorted I'm having with my connection, and while I was in the middle of typing what problem I was having, they closed the enquiery. Not a happy person.

[paulyoung666]

Originally Posted by Electrolyte

Well tonight NTL have really annoyed me. Decided to download and install broadband medic to talk to an NTL assistant to get this problem sorted I'm having with my connection, and while I was in the middle of typing what problem I was having, they closed the enquiery. Not a happy person.

do you mean they cut you off on the phone ???? , or what

Originally Posted by paulyoung666

do you mean they cut you off on the phone ???? , or what

No, broadband medic allows you to talk to someone via a typing message chat system, and they cut me off that before I even explained what problem I was having.

[jtwn]

You never know what could of happened though for instance, eg fault or something.

Originally Posted by jtwn

You never know what could of happened though for instance, eg fault or something.

But it actually said they have closed the help session