NTL Customer Services: Your personal experience

Originally Posted by Electrolyte

But it actually said they have closed the help session

The same thing happened to me the one and only time I used BB Medic. It seems there is at least one NTL person trying to get the response stats up.

[Foxy_stoat]

dont get me started with the problems i have had with ntl CS, there isn`t enough space for me to write lol. its gotten to the point where i`m having to phone them up several times a month....several times a day recently, dont know why i bother really, could do without the stress caused by ntl.

[ellie]

We 1st rang NTL CS nearly 3 months ago and gave them the details of the new bank account that we wanted to pay our broadband direct debit ....after many phone calls to them the money is still being taken out of the old bank account ...We were told that the new bank details had been put into the system

[Unilateral]

My general opinion of NTL is: Dreadful.

Like a moth to the flame, I have repeatedly gone with NTL in 4 seperate occasions, due to the seemingly "amazing" deals and every single time I've had trouble.

Problems ranging from incorrect billing, exceptionally bad customer service, to totally non-existant communication between departments (causing no end of grief) and my current dilemma: a phoneline that has been supposedly cut off by request several times from a house I haven't lived in for 5 months, but has now become impossible to cut off until september.

Not only am I never going to use NTL again, I'm telling as many people to stay away as I can.

Appauling.

[Chris W]

Originally Posted by Unilateral

<snip>

on the main forum page you will find a link to ntl's responetek questionnaire... may be worth completing this so your frustrations are made known to ntl

[Unilateral]

Oh, superb, as if to affirm my previous statement, I've just been on the phone for 35 minutes to NTL to finalise my cutoff.

I've been transferred from 3 different departments, all promising that I'll get sorted (incedentally waiting patiently and being as polite as I can as I used to work in customer service) only to finally be transferred to:

"..welcome to the NTL customer relations department. This department is now closed. Please call back...."

Nice one. Cheers NTL. You just cost me another large phonecall that I'll have to repeat tomorrow.

Hmm resposetek eh? I'll give that a bash.

Originally Posted by Unilateral

Hmm resposetek eh? I'll give that a bash.

Yep, do that! And by the way, senior NTL bods do quietly lurk this board and read this thread in particular - so your frustration is getting back to them.

[Matth]

I wish I'd got his name, but my thanks to the NTL tech who got my broadband back!

First call, maybe an indian callcentre, didn't actually contribute much other than to try it without the router.

Somewhat later, that left me at the provisioning screen (New PC, by this time, you see).
So had to get assistance with PID/Password... friendly chap (100% english and easy to understand), talked me through it, and waited to make sure the problem with broadband (I'd mentioned it) was resolved.

No, it wasn't the router, as I respoofed the new mac address on the router, and switched back to it - A-OK.

[Art]

My favourite customer experiance with NTL was in regard to a recent offer: free SKY Sports for a year - for new customers - since I had just signed up I rang through, I felt that I should be entitled to this offer so I called through to customer services who put me in touch with the 'customer retention team' I got through to someone called Jat who:

1. Didnt wnat to tell me his name it took five attempts to get a name from him;

2. Then denied the promotion existed;

3. Then denied that he could do anything about it;

4. When I said "put me through to your supervisor" Jat gave me the old - "we'll call you back" (yeah right) - so said i'd hold - Jat then promised that he could sort it out - but surprise surprise - this package has never materialised..............

NTL - worst customer service in the known universe - I swear they are Al Queada Cable in disguise.

[jkthorp]

have been with ntl for about 4-5 years now, the first few of which we did have a few problems but they would send engineers out within a couple of days and usually fix the problem! i seem to remember very long queues to get through however, and the old STB reboot routine became annoying - surely most ppl try to reboot something if it goes wrong before ringing up!

have moved house, no problems there, was working when we moved in.
the last problem i remember was a fuse or something blowing in the junction box on the street, probably over a year ago now, left us without tv and net for a day, but those things happen! and it was much quicker to get through when i rang for that! the engineers are always top blokes, usually explain exactly what they're doing.

generally things seem to have improved greatly over the last year, have only had one outage, and that resolved itself, compared to getting outages every month or so a few years ago.

very pleased with the broadband speed upgrade (although i notice its nearly half price for new customers ) and my email (touch wood) has been fine for ages! (i seem to be lucky though from what i've read of other people!)

i think with any call centre, a lot of it depends on the individual you get at the end of the line, and their capability and experience - if you get a new starter its more likely they will take longer to sort out your problem than someone whos been there for years! I've worked in a call centre (not for ntl, incidentally ) so I've seen it from both sides!

its most pleasing to see ntl talking to the team here and taking on board the feedback AND then actually making changes!

sorry if i've droned on a bit!

cheers, james

[kitster]

<off topic post removed>

We are not a betting site so please don't use us as such - thanks. (Paul).

[Monster Jedi]

Originally Posted by kitster

<off topic post removed>

We are not a betting site so please don't use us as such - thanks. (Paul).

8 to 1 bar those

[andygrif]

Originally Posted by Chris T

Yep, do that! And by the way, senior NTL bods do quietly lurk this board and read this thread in particular - so your frustration is getting back to them.

I like the ResponsTek concept, if something positive happens as a result.

Personally I have seen some improvement in ntl's service over the years - but it still falls way way short of acceptable in many cases.

And it's all very having senior managers lurking on this thread/board but in most cases they are the ones that are the root of the problem.

But anything in the name of progress I suppose....

[Art]

Sorry but I donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t think that we as paying customers should accept a 'bit of an improvement' - the so called professional managers at NTL are there to do a job, I donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t think NTL would accept a 'bit' of my bill payment. The fact is I pay for a service and within the terms and conditions of contract I expect that contract to be honored.

I donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t expect to be misled, lied to or shortchanged; customers should not expect something to be 'ok' or 'about right'. NTL have a couple of weeks to honor their side of their contact with me or face the legitimate consequences of their actions

Please Google for the following terms 'NTL are crap' - 'NTL are ****' - NTL are 'incompetent' †“ as customers we should;


1. Make our feeling known direct to NTL, keep a record of all engagements with staff for better or worse.


2. Spread news of the dreadful and the good service we receive from NTL.


3. Hammer them in the press and on the internet if we are dissatisfied


The fight starts here to get for what we are paying for and what we are promised †“ donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t accept excuses. If you donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t like NTL †“ move on and tell them why if there are any of these so called managers †˜lurkingâà ƒÂ¢Ã¢â‚¬Å¡Ã‚¬Ã¢â€à …¾Ã‚¢ here †“ pull your fingers out and face me or get another job †“ I love a good healthy †˜discussionà¢ÃƒÆ’¢â€šÂ¬Ã¢ââ‚ ¬Å¾Ã‚¢.
__________________

I am sure you have all complained to NTL so lets move on to stage 2:

Make people aware of NTL's shortcomings and successes - start with the following;

http://www.bbc.co.uk/radio4/youandyo..._contact.shtml

http://www.howtocomplain.com/

http://www.bbc.co.uk/watchdog/guides_to/howtocomplain/



Try the feedback links on NTLââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s web page, because someone will be getting paid on improved performance metrics - so lets give them a really honest benchmark!


Email Web and print publications - The guardian has an excellent blog that has an understanding of what it means to be an NTL customer, keep it funny but honest, they wont print †˜another moaing NTL customerââ‚à ƒâ€šÃ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢ story

I an experienced in customer rights but new to the world of NTL so please lets all campaign for better NTL - one that delivers on its promises.

Come on folks lets get NTL out in the open!

We want what we have paid for!

[kitster]

[Admin Edit(Mick): Post Removed-Oh dear Sunshine.]