Not a Happy Bunny!!

Wiggz · 19-11-2005, 12:16

Right perhaps they are annoyed at me for cancelling my TV and Phone services from them but this is stupid!!

I rang up CS to check on 10MB availability and got through actually with out much problem. Firstly, the guy on the end of the phone told me there was no such package. I told him I knew there was and explained where the information had come from. He asked me to hold for a sec and came back within 30seconds and said that there was a 10MB service.

I asked him if I could be put onto that service and he told me it wasn't live. I asked him when it would be live and he said he didnt know. So I asked him how long the trial was for and he again replied he didn't know. I told him that I had heard NTL are rolling out 3MB service upgrades to 10MB service in December automatically. I asked him if I could get a modem replacement as I had a Terrayon which wouldn't be any good for 10MB.
This is when the fun started. He just snapped. I couldn't believe it.
For a start I was ringing on my mobile as our Phone and TV service has been cancelled, and I was being abused by Customer Services.

"No you can't have 10MB, you can't have a new modem, please get off the phone so I can actually help somebody with a proper question"
I tried to ask him to be put through to somebody else who might be able to help and explained I was on my mobile. He just repeated what he said before but more agressively. "You can't have 10MB or a new modem, and with a Terrayon you will never get 10MB" and he laughed.

Now I understand that these guys must get lots of stupid questions but I was sure that mine wasn't that bad. I was just trying to get some information.

I asked him one more time to be put through to somebody else or perhaps a super/manager. His reply: "enough, why not bitch to TS instead" and then he laughed. I ignored him and simply hung up. I tried ringing CS again but i didnt get an CS rep straight away so I hung up (mobile phone bill).

Within 10minutes my modem resets and I'm getting stupidly slow speeds. It was almost as if I was back on my old 1.5MB service the speeds were awful.
about 23:00 last night the modem reset itself again 3 times in sucession and my normal speed returned.

There were no faults and it was in my mind, definately a service change by the annoying b***ard on the phone!!!

I used to have the number for a regional manager somebody Murphy as I've had problems with them before but not like this.

Wish I had got the guy's name now...I was boiling yesterday.

Now is it me or is this just bang out of order....I'm looking for the complaints page.

The worst bit is that the modem hasn't been the same since. Cuts out every now and then without an issue before this!! I spoke to TS and they said everything was fine and refused to send out an engineer. So I'm screwed.

Basically, for ringing CS and asking a question I've lost a stable connection and have gained absolutely nothing!!! - I'm livid

Russ · 19-11-2005, 12:18

If you want to report this person to ntl, PM me your full name, address and account number and I'll ensure that the PA of one of ntl's directors is informed of what happened to you.

Wiggz · 19-11-2005, 12:19

Thanks Russ - Does it matter I don't know who this was?

All I want is bloody 10MB - it's not like I asked him to break any sort of law. Perhaps he was having a bad day, but up until that point, I wasn't thank you very much

Russ · 19-11-2005, 12:20

There might be a record of the call, you never know. Either way, senior management of ntl will be informed of this.

Wiggz · 19-11-2005, 12:22

Will anything be done though? I have encountered the same problem when I tried to move house. It all went tits up and I had to get this Murphy girl to sort me out. Took 6 weeks mind.

It's just not on

Wiggz · 19-11-2005, 17:52

Russ - will you keep me up to date as to what has happened as I fear this will simply vanish and/or get lost in translation

Russ · 19-11-2005, 21:38

I'll email this through to our contact tomorrow and in all of our previous dealings, she has responded within about 24 - 48 hours.

19-11-2005, 22:31

Good luck Wiggz!

You are in good hands with Russ D

20-11-2005, 10:06

Quote:

Originally Posted by Tuftus

Good luck Wiggz!

You are in good hands with Russ D

Ditto.

This should cost someones job if they talked to you like that in all honesty. Good luck and keep us posted.

Halcyon · 20-11-2005, 10:32

That is awful and I hope that this NTL employee is dealt with.
Its a shame there are people like that as often there are many NTL employee's who are actually very committed to the job and are helpful.

Wiggz · 20-11-2005, 15:24

agreed - however i'd rather get what i was enquiring about rather than the idiot lose his job. I'd rather benefit from it than gain revenge.

Still nice to see some people still value customer service

Russ · 20-11-2005, 15:32

The email has been sent and it is with people at a very high level.

20-11-2005, 15:45

That type of person gives the rest of NTL peeps a bad name, hope he gets whats coming to him!

Rone · 20-11-2005, 15:48

Funny you should say that, my speed dropped to 512k for about an hour last night, so i rang CS, [i thought just my luck, saturday night] he did a check, i unplugged my router, reset everything, and he could see no reason why it wasnt the 3meg it should be. He could see i was on the list for upto10meg when available, and mentioned a LOT of work going on and around the network.
I thanked him and sure enough later on, it went back to normal.

Either way even if the guy you spoke to is totally fed up [and i'm sure lots are] of people asking about 10meg, its not his job to abuse you.
Thats what wives are for.
In the years i have been with NTL i have had puzzlement, astonishment, and sometimes language difficulties, but never had any rudeness.
Lets hope its a one off.

Wiggz · 20-11-2005, 16:57

I agree - it's been a one off in my experience too.

Still, I'd still like to get my modem swapped out at some point and 10mb in the future without having to endure abuse