[Merged] Tech Support to be charged at 0871 rate from 8 May - Page 3

**Paul** · 08-03-2006, 19:03

Quote:

We are putting in place initiatives to ensure any customer who is on hold for three minutes or more is given the option to request a free call back from us.

So, in theory, no one should wait more than about 5 minutes. I wonder how long it takes to get called back though, given that many people have lives (!), and can't sit by their phone all day.

08-03-2006, 19:04

I guess things ain't going to get any better after the take over after all!

Well done NTL a good start, glad I quit my phone & tv when I did!

The only good thing NTL ever had going for their poor service was the fact you never had to pay for the call!

NTL are bound to lose a lot of custom over this in the long run!

It's bad enough you have to wait ages to speak to somebody just to have to call back another 10 times before your problems are resolved but now they intend to charge for the privilage!

And why should a customer have to pay to report a fault with their equiptment?

andygrif · 08-03-2006, 19:12

Quote:

Originally Posted by Mick

ntl have issued a statement regarding this matter:-

http://www.cableforum.co.uk/article/...r-service-line

Hmmm.

Quote:

As you know, we are passionate about delivering high standards of customer service and are committed to a programme of enhancements.

I didn't know that, but thanks for telling me.

Quote:

Customers themselves have ever changing needs and we aim to be responsive.

Our customers have told us they would like to now pay for something that was free and pay more for something that was cheaper. Well who am I to argue?

Quote:

employing the best talent and our commitment to training and development
encouraging an open and helpful culture where staff share their views on how to make further improvements

I thought they'd got rid of any talent in favour in cheap labour in areas of mass unemployment and getting away without training them in which product they are actually supporting. Or am I wrong again?

Quote:

As part of this strategy we want to make it easier for customers who want to get in touch and are changing some of our customer service numbers on 8 May.

Make it easier = charge you? Does a national freephone number not currently make it easy?

Quote:

This change brings ntl into line with other communication companies who make a nominal charge for customer service calls. We are in the process of writing to customers to inform them of these changes.

O2 don't charge me to speak to them via my mobile phone. BT don't charge me to speak to them from my home phone, or any other landline for that matter. And just becuase Sky charge people silly sums of money to talk to you, doesn't mean that people like it.

Quote:

We are putting in place initiatives to ensure any customer who is on hold for three minutes or more is given the option to request a free call back from us.

Didn't they do this last year sometime. I remember typing in my number and being promised a call back on a couple of occasions. Needless to say it didn't happen. In the mean time on an 0870 number you've just racked up 30p's worth of charges. Nice.

I think I'm going to get myself an 0870 number and give it out to all the companies that have one and expect me to call it. Then I'm going to put them on hold for 3 minutes before promising a call back that never happens, so they have to call back the next day, and the next.

This time next year Rodney......

08-03-2006, 19:27

Quote:

Originally Posted by Neil

Quote:

Originally Posted by Bill C

Is BT a 0800 number for customer service.

Yes.

Will be calling BT and NTL disconnections tomorrow. That means i will only have NTL for my broadband.

**Maggy** · 08-03-2006, 19:29

Just told my husband about this..and I think his response of 'cheating barstewards' was just about right.

At the very least I shall expect to speak to somone who bluddy knows what they are doing and the problem get fixed right there and then.

As for those folk trying to get billing sorted are they having to pay for their phone call,because as far as I can see that's the department where ntl really screw things up.If one has to keep phoning back to get a bill sorted out month after month and pay for the privilage..

**Paul** · 08-03-2006, 19:48

It has me thinking now. When I first had ntl for my phone it was cheaper and better than BT, but these days I'm not sure this is still the case.

andygrif · 08-03-2006, 19:54

Definitely not cheaper for many people anymore, that's why when we moved we went to BT. Once you factor in the connection charge versus the minimus charge from BT (only tiny I know but it does make a big difference in numbers), free itemised billing and free caller display it's a better deal for me. And on top of that the third party telcos such as SkyTalk and TalkTalk offer even cheaper rates again - but you can only get them with a BT line, not an ntl one.

Frank · 08-03-2006, 21:07

Questions to consider:

1. What is the callback SLA? Does one exist?
2. Will the performance of this new system be publicised?
3. When are we going to see something like this? http://portal.plus.net/supportpages.html?a=212
4. How are the correct CSRs going to be calling back the customer if they don't know what the customer is calling about?
5. Will the "call-back" be in operation from day 1, on all ntl contact numbers?
6. Are the "new" ntl going to bring support back into the uk as part of this new policy?

Neil · 08-03-2006, 21:10

How many times do we have people posting on here about having to phone several times & speaking to many differnet people/departments just to get something done (normally something ntl have cocked up)?

Now couple that with the fact that people are going to have to pay to ring ntl, & you have a very bad situation methinks....

08-03-2006, 21:16

0800 1830123 i'm all for ringing sales. They transfer you to were you want to be (or at least they used to).

Shaun · 08-03-2006, 21:49

Quote:

Originally Posted by Shabba

0800 1830123 i'm all for ringing sales. They transfer you to were you want to be (or at least they used to).

Shouldn't think they'll stick to that, not when there's money to be made!

I think this list is wrong guys:

Quote:

ntl – Cust Services and Faults
Day – 4.45
Evening – 1.75
Weekend – 1.45

SKY – General enquiries
Day – 8.10
Evening – 4.30
Weekend – 2.75

Freeview – All queries
Day – 8.10
Evening – 4.30
Weekend – 2.75

If it is an 0871 number for faults it'll be 10p at all times.

Stuart · 08-03-2006, 21:51

Quote:

Originally Posted by Shaun

Quote:

Originally Posted by Shabba

0800 1830123 i'm all for ringing sales. They transfer you to were you want to be (or at least they used to).

Shouldn't think they'll stick to that, not when there's money to be made!

It'll probably be barred at the switchboard..

nemesis01 · 08-03-2006, 21:56

wonder if they will be any faster answering now they are charging......nah.:P ohwell, I never ring them anyway.

08-03-2006, 22:02

Quote:

Originally Posted by Stuart C

It'll probably be barred at the switchboard..

I hope the responsetek options and the friendly cs staff on this board don't get issued a directive that bumps up revenue

Marge · 08-03-2006, 22:25

I can see that advisors will not be allowed to transfer calls at all between departments so don't be surprised if you get a polite "no" when you ask