*All* ntl 10meg Discussion (part 2)

[stairpotato]

3meg for £38 isn't competitive currently - 10 meg will be.

Originally Posted by Russ D

...Don't blame ntl's frontline staff for not knowing about the upgrades as they only pass on what they're told...

Fair enough Russ, but did you read this post http://www.cableforum.co.uk/board/sh...&postcount=858

...and that's not the first time in this thread that it's been reported.

Now I have never worked at a call centre, so I don't know what kind of pressures they work at, but to start a shift without reading emails which will affect their response to customers questions is ridiculous.

[Russ]

Originally Posted by XFS03

Fair enough Russ, but did you read this post http://www.cableforum.co.uk/board/sh...&postcount=858

...and that's not the first time in this thread that it's been reported.

Now I have never worked at a call centre, so I don't know what kind of pressures they work at, but to start a shift without reading emails which will affect their response to customers questions is ridiculous.

I hear you - honestly I do. But I have no interest in this upgrade (or indeed, this thread). My only involvement here is to make sure people behave. I don't have an opinion on the upgrade other than when I get it, it'll be nice.

[Derek]

Originally Posted by XFS03

Now I have never worked at a call centre, so I don't know what kind of pressures they work at, but to start a shift without reading emails which will affect their response to customers questions is ridiculous.

OK I'll give you an example of when I worked on the phones at Ntl (and it was BETTER than most call centres)

You come in for a shift (say 10-6) about 9:45
You log into the systems (5 minutes) and go and get a coffee (5 minutes)
Then you come back to your desk and open up your E-Mails.
On a normal day you can have upwards of 30 E-Mails about various things. If you are a fast reader you can skim through them, if you aren't then sometimes you will get a pre-shift brief but normally you are onto the phones bang on 10 to get calls answered.
About 1/2 way through the shift during a quiet spell you get a team brief to go through the E-Mails and any other announcements with your team.

So either you get everyone in earlier and pay them (not likely) or live with the knowledge that not every announcement will be read before the CSR's start their shift.

You can't expect everyone to know everything before their shift and I'm sure these calls are probably not the biggest call driver into the call centres right now as most people won't know/care about the extra speed.

[Impz2002]

Hi all,

Just Though i would share my story. Have rang NTL about 5 times since yesterday, finally got aome sense out of them. as Paul M originally said, speak to retentions and tell them you want to cancel if you cant get 10meg , they have agreed to give me the new tier and they are coming to install a cable modem next tuesday (the STB's are NOT being supported for 10meg) The new tier will then be added to my config file.

Hope everyone else has the same luck as me

andy

[Mr Clean]

Originally Posted by XFS03

Now I have never worked at a call centre, so I don't know what kind of pressures they work at, but to start a shift without reading emails which will affect their response to customers questions is ridiculous.

I have worked in a call centre, and believe me, at times like this, when the call queues are ridiculous, you dont get half a minute to look at anything. Call centre's have targets to meet as do all the agents taking the calls. It's not much fun either when people get arsy with you over something that you have been told is not available yet.

But as for putting down the agents on NTL CS on this forum, it's not really a good thing considering a lot of them read it and give up their free time on here to help people.

A chill pill should be taken by a lot of people around here.

[rhyang]

im on the 1mb 9.99 package i aint going to bother upgradeing people on here that are almost crying because they can not get the upgrade yet & phoneing ntl customer service all the time and also saying they dont know what there on about is really childish and need to grow up and get a life and just chill

[bongman_uk]

Callcenters can be very busy at times. (posting during a quiet spell right now )


Just be polite, advise them you have info that suggests they CAN upgrade, and be patient while they check.

If you start the call by being short tempered or moody, the agent is not likely to want to help you as much as if you were polite to them.

You could even drop a hint that he/she may have an Email regarding the upgrade.

No one likes a moody customer

[jrhnewark]

Originally Posted by stairpotato

3meg for £38 isn't competitive currently - 10 meg will be.

I don't necessarily agree. That all depends on whether this 75GB usage 'cap' remains. If it does, it isn't competitive.

[RichieUK]

Ok, just phoned up and the guy said something along the lines of - although here on our computers it says we can activate the 10mb for you, we are unable to do this because you are an existing customer. He said i have to wait until December to recieve the upgrade and it will be done automatically. Oh well...

Phoned 0800 052 2000 Option 5 asked if the speed increase was available in my area (Ellesmere Port). Answer was YES. Will be upgraded in the next 3 to 5 minutes.

[cymatty]

Originally Posted by NEONKNIGHT

Phoned 0800 052 2000 Option 5 asked if the speed increase was available in my area (Ellesmere Port). Answer was YES. Will be upgraded in the next 3 to 5 minutes.

Posts like this make me want to ring up.

[RichieUK]

: o Option 5, i chose option 2, what was option 5?

[etccarmageddon]

Originally Posted by RichieUK

Ok, just phoned up and the guy said something along the lines of - although here on our computers it says we can activate the 10mb for you, we are unable to do this because you are an existing customer. He said i have to wait until December to recieve the upgrade and it will be done automatically. Oh well...

if you're not happy with that you know what to do - you're a paying customer.

[RichieUK]

Originally Posted by etccarmageddon

if you're not happy with that you know what to do - you're a paying customer.

If i phone back up and get the same guy it would be embarrasing, what are the chances that could happen? If the chances are low, i'll give it another go