CableForum & NTL to meet

[Nemesis]

Originally Posted by kronas

i can understand that, but i think if there is a outstanding issue that needs resolving with TV, telephony, billing, etc then it would be better if the customer can recieve a resolution through the forum.

yes i am refering to those within NTL who dont do as they say when a customer is on the phone to them.

im sure NTL could pick a group of people voluntarily doing the work outside of their normal hours ie during time off and then collectively registering the changes made by a database or logging proccedure.

just an idea...

The main prupose of the portal would be for those queries that we are unable to sort out immediately, or are long standing issues.

[kronas]

Originally Posted by Nemesis

The main prupose of the portal would be for those queries that we are unable to sort out immediately, or are long standing issues.

interesting, i await the updates in the following weeks/months

[dexter_k]

I actually did a presentation suggesting this exact thing about 4 weeks ago. They liked the idea but as Simon said, they want it all done in house. They're of the opinion, customers shouldn't HAVE to use an external method and thats one of this years key focus's. Customer Experience

Shame, I spent 4 hours on that presentation

Oh, I also had a meeting with Simon and Peter today along with many other associates at 10am

The 'vibe' I get from this is very positive. It is obviously early days, yet, but the implication seems to be a recognition by NTL that this is not just a 'rant' site.

From Nem's summary of the meeting, it looks like he & Mick did a very professional job in representing Cable Forum - well done guys

[Nemesis]

Originally Posted by dexter_k

I actually did a presentation suggesting this exact thing about 4 weeks ago. They liked the idea but as Simon said, they want it all done in house. They're of the opinion, customers shouldn't HAVE to use an external method and thats one of this years key focus's. Customer Experience

Shame, I spent 4 hours on that presentation

Oh, I also had a meeting with Simon and Peter today along with many other associates at 10am

Care to divulge ?

Originally Posted by kronas

ok thanks Nemesis i look forward to future announcements on here



i can understand that, but i think if there is a outstanding issue that needs resolving with TV, telephony, billing, etc then it would be better if the customer can recieve a resolution through the forum.

Customers will still be helped through forum in the normal manner, nothing will change in that aspect, but what we wanted to do and suggested to Simon Duffy and Peter was, assess high priority issues and send them to contacts within ntl. I and the old administration team on nthellworld.com used to do just this, contact managing directors which at the time was six business units, however, Simon didn't want to commit to this due to fears that it could potentially cause havoc and e-mails might go astray and issues not fully dealt with causing further problems than it might solve and that it is too messy to do i.e to have several contacts to rely on to pick up these issues and to actively log all issues appropriately so they can be tracked. What they have said they want to do is create a central 'point' where high priority issues need urgent attention, and to be picked up internally and then the issue tracked and logged by ntl, so they can monitor patterns of problems, why they keep happening so they become aware there is an issue. Efficiency, being the 'buzz' word.

[Frank]

Originally Posted by kronas

i can understand that, but i think if there is a outstanding issue that needs resolving with TV, telephony, billing, etc then it would be better if the customer can recieve a resolution through the forum.

In some respects it would be better, primarily it would be positive public focus and other customers would benefit from any fixes. Information sharing is the whole point of having a forum, in that others with the same problem can search and find the answer without taking up more ntl/Telewest resources. Of course ntl could set up their own forum, with trackable tickets and users, integrated with internal systems. However, this doesn't appear to have moved forward in the last two years...

Originally Posted by kronas

im sure NTL could pick a group of people voluntarily doing the work outside of their normal hours ie during time off and then collectively registering the changes made by a database or logging proccedure.

We could create a logging application, but to be honest it isn't our job. This suggestion also begs the question of why should an ntl employee have to work voluntarily and outside of their hours?

At the end of the day, ntl have had YEARS to get their act together and provide online support. What do they have right now? A fragmented set of static articles spanning multiple websites.

[Roy MM]

Not trying to **** on anyones parade but a lot off this gives me the feeling of "Deja vu" hope i'm hopelessly wrong.

[Russ]

Originally Posted by Roy MM

Not trying to **** on anyones parade but a lot off this gives me the feeling of "Deja vu" hope i'm hopelessly wrong.

Don't worry, you are

[Halcyon]

Goood work guys. Seems like this is going to be good for everyone.
I look forward to seeing how it turns out.

[handyman]

If ntl ever wanted to find out what was wrong with the network and track faults they should really be asking the people in the front line (customers and csr/faults staff) . It used to make me want to scream when we identified a problem on the network which was easy to fix but we would have to gather multiple reports and test before any action could be taken.

We once had some of the DTV people come and sit with us to listen to calls and find out from us what was causing probems. So they listened and we told them and off they went and created a portal that we could sit and track how long it took them to fix things. And we watched the problems day in and out and nothing really changed. Every software release on DTV is biled as the fix all release, when I started it was v5.32 thats was going to cure all the pixallation and freezing. Which it did a little. Now i'll bet theres a software release due that is still hoped to cure things.

I do understand that these box's are fairly complex and theres lots of issues that can factor in, so why 1.5 years after I left ntl are the same dtv issues ruining the viewing experience.? Why can someone not fix the guide?, why does the brand new stb I had installed lock up? How can you improve the software interface yet make it worse?
Why does digiguide work all the time on my pc which is connected to the same cable? Why does it blank and lock-up when the signal is spot on?

Peter needs to stop worrying if the staff have their shirts tucked in in the call centre no customers see and start making sure that those staff are properly equipped to provide the type of customer service that is required by subscribers.

[dexter_k]

Originally Posted by Nemesis

Care to divulge ?

I'm gonna leave that one in the meeting. It was basically an associate forum where we got to have our say about what was annoying us. Ran out of time though before I even got through the things on my list.

One thing I will say, if you called in yesterday its completely possible Simon heard ya, he was listening in on calls too

[Neil]

Originally Posted by Shaun

*wonders how Frank and Neil feel over this?

Sceptical, but optimistic.

Frank & I have been through these meetings before (with the King BS-er Aizad ), yet Mick & Nem came away feeling positive, & I trust their judgement.

I do have my own feelings on the whole issue, but I'll reserve judgement & maybe get proven wrong (unlikely )

[Robert Atkins]

Originally Posted by Frank

At the end of the day, ntl have had YEARS to get their act together and provide online support. What do they have right now? A fragmented set of static articles spanning multiple websites.

How about their unofficial site: chetnet?

[Neil]

Originally Posted by Robert Atkins

How about their unofficial site: chetnet?

What about it? It's still unofficial.