NTL Not interested in long standing customers

Originally Posted by orangebird

No, they won't acknowledge to you personally, but they do publish service status etc.

They bring on new customers because email is not intended to be the main attraction of their products.

I could out the same back to you - 'I've had problems so it must all be crap for everyone?



No, I don't think you should pay, purely because you're a resi customer, not a business customer. I think if you're that unhappy, you should bite the bullet and change provider. With companies falling over themselves to gain new business, I'm sure most of the leg work and hassle would be taken away from you by the companies you choose to change to?



I work for ntl, but not for the Business Unit.



Not at all - employees do not have any priviledges or quick routes over non-employee customers, from install of services (which can take between 6-8 weeks), and I certainly don't know of any magical phone numbers to get me to the front of the CS phone queue.



Heed your own advice. I do take on legitimate critism, every day on this forum. I also try and help out where ever I can is a customer needs help because of bad service. What I don't accept is p1ssing and moaning because someone couldn't get what they wanted and their threats to leave made to look foolishly empty. Yes, my experience of ntl CS maynit be so common, but think about it, we're on a website that was created for p1ssed off customers, (nthellworld) not those who are actually happy. I do not like you insinuating that just because I work for ntl that I q-jump over full paying customers, or that I accept sub standard service and let the little things go by, because I don't.

Access to the Service Status link has been demoted to a tiny link and its content is now rapidly archived. Can't think why. If email is not intended to be the main attraction of the product then they should drop it from broadband marketing. Simple as.

Your post is confused. You criticise me saying that I'm extrapolating my personal experience to say NTL CS is crap. No mate, I said the collective experience suggests NTL: CS is crap. You go one to say you're good experience may not be so common. Precisely. Out here in the real world surveys, the letters etc ie not this forum, reveal widespread disatisfaction. Ask yourself this. Do you really think NTL has a GOOD reputation? If not why not? And how bad must a company be for people to bother to create a site like this. And how bad must it still be to have such an active subscriber base? Still, as you seem to think your employer is so good, how about setting up NTLisreallyjollygood.com and see how far you get.

Interesting to note that you, as an NTL employee, think I should switch provider. Doesn't this take us back to another point on this thread? You don't work in CS do you.

The suggestion is not that you queue jump but that once you're through your account is flagged as staff. My you are touchy on that point though aren't you.

I'm sure it must be very upsetting seeing the company you work for being so comprehensively criticised but trust me, there is just cause. Keep taking the pay cheques and the head in the sand.

Ciao!

[orangebird]

Originally Posted by Neil

But that's not "not budging", it's offering an alternative way so that the customer can get what he/she has asked for.....

Which, correct me if I'm wrong, is what Toshni was told by ntl??

"I spoke to the customer relations people this monring hoping to get the same upgrade, as I have been paying £24.99 for the 750K service for about 2 years.
*
Their response was that the only way I could get the cheaper £12.99 new customer rate was to cancel my current contract and start a new one.

So, it's Sky being helpful in this scenario, but ntl behaving 'attrociously'?????

[Neil]

Originally Posted by orangebird

Which, correct me if I'm wrong, is what Toshni was told by ntl??

Yes, but it's the attitude & approach that followed that was the problem.

Originally Posted by orangebird

So, it's Sky being helpful in this scenario, but ntl behaving 'attrociously'?????

No, you will notice that there was no "take it or leave it" option quoted there.

Again-it comes down to the damn poor attitude of some of the people that ntl employ that leaves a bad taste in the mouth of it's wage paying customers.

[orangebird]

Originally Posted by andyl

Access to the Service Status link has been demoted to a tiny link and its content is now rapidly archived. Can't think why. If email is not intended to be the main attraction of the product then they should drop it from broadband marketing. Simple as.

Agreed.

Your post is confused. You criticise me saying that I'm extrapolating my personal experience to say NTL CS is crap. No mate, I said the collective experience suggests NTL: CS is crap.

Really? Have you spoken to all 3 million customers to find out? :o

You go one to say you're good experience may not be so common.

On this ite, no it's not common...

Precisely. Out here in the real world surveys, the letters etc ie not this forum, reveal widespread disatisfaction. Ask yourself this. Do you really think NTL has a GOOD reputation? If not why not? And how bad must a company be for people to bother to create a site like this.

People? ONe p1ssed off customer who happens to be very good at web design...

And how bad must it still be to have such an active subscriber base?

As the old saying goes, if you enjoy a service you'll maybe tell one person - get a problem, and you'll tell ten. I can';t be arsed to work out the percentage of customers who complain on this site compared to the amount of customers ntl have, but I'm guessing it's a single digit, with a few decimal places.

Still, as you seem to think your employer is so good, how about setting up NTLisreallyjollygood.com and see how far you get.

Where did I say ntl are 'good'? I think their products are, but I do know some people have a terrible time with the as far as their CS experience goes, which is why I help on here when I can. I have no interest or will to set a site up, thanks all the same. If I don't like a service I receive, I get rid of it, rather than spend the next x number of years still paying them for a service I'm not happy with..

Interesting to note that you, as an NTL employee, think I should switch provider. Doesn't this take us back to another point on this thread? You don't work in CS do you.

My thoughts are regardless of who your current service provider is. If you're not happy, go elsewhere. Simple as.

The suggestion is not that you queue jump but that once you're through your account is flagged as staff. My you are touchy on that point though aren't you.

As Mark B said earlier, the fact that I'm staff doesn't come into it when you ring CS. Even the CS staff don't notice half the time..Not a touchy subject for me, but one where you seem to have trouble comprehending when it comes to my responses.

I'm sure it must be very upsetting seeing the company you work for being so comprehensively criticised but trust me, there is just cause. Keep taking the pay cheques and the head in the sand.

Ciao!

Not really, especially when the critism is deserved. You seem to have problems absorbing anything I've said previous posts. Things do go wrong at ntl, and critism is definitely deserved at some popints, but IMO, it wasn't deserved judging by the post that started this thread.

I'll take the pay cheques thanks, and although my head isn't in the sand, I'll let you think it is. If you're head is stuck where I think it is, sand is preferable. Have a lovely life

[orangebird]

Originally Posted by Neil

Yes, but it's the attitude & approach that followed that was the problem.




No, you will notice that there was no "take it or leave it" option quoted there.

Again-it comes down to the damn poor attitude of some of the people that ntl employ that leaves a bad taste in the mouth of it's wage paying customers.

Oh, right. So you reckon, that if I called Sky (as an existing customer), and wanted to upgrade to Sky plus and said I'll leave if they don't give me the same deal as a new customer, that they'd say, 'OK then, have it'?

No.

Neil, you don't know how Toshni was spoken to, all you know is that he didn't like what he heard. There's a big difference in being treated badly, and simply throwing a paddy because you didn't get what you wanted.

Orangebird, I have trouble absorbing your posts because they're so confused and contradictory. And I'm tired of having to reiterate my points to you which is a remarkable reflection of the sort of conversations you have with CS.

Let's keep this simple. I'll ask again. Do you think NTL has a good reputation? If not do you think this might be a teensy weensy bit related to the quality of service.

The thread is called "NTL Not interested in long standing customers" and my sole point is that if they were they would do something about the reliability of product and the quality of CS. I've already stated that I understand why they loss lead to attract new custom and that this is, in normal circumstances a legitimate marketing ploy. But whilst there is unacceptably high levels of disatisfaction among existing customers (and no clearly I haven't polled 3m people but I do see NTL appearing with monotonous regularity in Consumer columns and propping up CS surveys), that should be the priority.

I have nothing further to add because there I can only make the same points so many times before accepting I'm not going to get through to you.

Do take care now.

[scrotnig]

Originally Posted by Jason1

To right sky refuse to budge on this and the best advise they offer is to cancel your existing account and open a new one in a different name otherwise it will cost £199

Exactly, but when Sky say this, Neil proclaims they are being helpful and proactive. When ntl say the same thing, Neil says they are treating their customers atrociously.

I'm afraid that, much as I like Neil and respect what he does, he is helplessly biased in this situation and could almost be Defiant or UDT in disguise.

It's hopeless trying to persuade him otherwise.

In his defence though, he has had a series of very bad experiences with the company so I can understand him feeling as he does.

[Neil]

Originally Posted by Mark B

Exactly, but when Sky say this, Neil proclaims they are being helpful and proactive. When ntl say the same thing, Neil says they are treating their customers atrociously.

I'm afraid that, much as I like Neil and respect what he does, he is helplessly biased in this situation and could almost be Defiant or UDT in disguise.

It's hopeless trying to persuade him otherwise.

In his defence though, he has had a series of very bad experiences with the company so I can understand him feeling as he does.

Mark-I am not biased, & fully appreciate the peeps have the same probs with Sky/Pipex etc-our very own Bifta & Ignition had hell with Pipex!

ntl did say the same thing Mark, but followed it up with a totally non caring attitude, which kind of defeats the object IMO.

As I'm sure I said earlier, I don't aim this at ntl in particular, but any company who doesn't fall over themselves to keep a customer is A) not very customer care focused, b) not very loyal to their customers, & C) very short sighted.

Originally Posted by andyl

Orangebird, I have trouble absorbing your posts because they're so confused and contradictory. And I'm tired of having to reiterate my points to you which is a remarkable reflection of the sort of conversations you have with CS.Let's keep this simple. I'll ask again. Do you think NTL has a good reputation? If not do you think this might be a teensy weensy bit related to the quality of service.The thread is called "NTL Not interested in long standing customers" and my sole point is that if they were they would do something about the reliability of product and the quality of CS. I've already stated that I understand why they loss lead to attract new custom and that this is, in normal circumstances a legitimate marketing ploy. But whilst there is unacceptably high levels of disatisfaction among existing customers (and no clearly I haven't polled 3m people but I do see NTL appearing with monotonous regularity in Consumer columns and propping up CS surveys), that should be the priority.I have nothing further to add because there I can only make the same points so many times before accepting I'm not going to get through to you.Do take care now.

Perhaps you would care to name one large corporation which actually does care about long serving customers?

[Jason1]

Originally Posted by Mark B

Exactly, but when Sky say this, Neil proclaims they are being helpful and proactive. When ntl say the same thing, Neil says they are treating their customers atrociously.

I'm afraid that, much as I like Neil and respect what he does, he is helplessly biased in this situation and could almost be Defiant or UDT in disguise.

It's hopeless trying to persuade him otherwise.

In his defence though, he has had a series of very bad experiences with the company so I can understand him feeling as he does.

Sky still do go a little further though and in events like this have been known to apply a 6 month viewing discount to long standing customers so that they can have sky world half price at £20.50 which covers the extra you would have to pay also increasing their revenue after that 6 month period

[ian@huth]

I can't believe this thread is still going round and round in circles and getting nowhere.

My experience is that I thought NTL DTV reception was terrible, gave them everychance to sort it, which they couldn't, and gave notice to cease the service. I was offered a deal by retentions which I accepted and kept the DTV for a further year ubntil that deal expired. I the dropped NTL DTV as it was no better and Sky had much more to offer.

I would have also dropped the NTL Telephone but they droppedthe 6p plan to 5p and with my usage it was as cheap as BT so why change.

Broadband has had few problems, mostly with email, but that has been very much better of late.

Overall NTL are providing me with a very good broadband and telephone service and the few times that I have had to contact them they have been as good, if not better than other companies.

NTL may have given some customers a bad experience in the past but the operative words are in the past. It is unfair to continue to give them a bad name, particularly if you haven't used their services for a while. It is also wrong to tar a company based on a rant by a customer when you have not personally witnessed the event. There are two sides to every story.

[themelon]

That is a very good post above.........absoluteley true.

No one company is better than the other.

People have bad experiences with ntl, Telewest, Sky, BT whoever, some dont.

People cant tarnish them with the same brush.

I can except that people may have a good service from Sky or BT, I personally didnt. Which leads me to believe neither is as fantastic as some people make out. Everyoneone will have different experiences and its up to the Individual to make up their mind.

But I dont think anyone can really say that one service is conclusivly better than the other..........that is simply not true on all counts. All companies have bad apples........its unfortunate that some people come into contact with them and are scared for life.

[scrotnig]

Originally Posted by Jason1

Sky still do go a little further though and in events like this have been known to apply a 6 month viewing discount to long standing customers so that they can have sky world half price at £20.50 which covers the extra you would have to pay also increasing their revenue after that 6 month period

Yes, which ntl also do, except it's for 12 months.....

[Jason1]

Originally Posted by Mark B

Yes, which ntl also do, except it's for 12 months.....

Cant winge at that then can you

[Escapee]

I think most companies in this type of industry dont care aboput customers that are paying for service.

Attracting a new customer or throwing credits to keep one who wants to disconnect is another story though. Throwing money on retentions is a cycle that ntl has gone through a number of times, they also kept customers who had cancelled their service and ones with long term debts on the books to make the figures look good. They did the same by using tens of thousands of homes passed on old networks that had been shut down for years.

Offering credits just to keep a dissatisfied customer when there is absolutely no way the company can resolve the customers gripe is nothing more than massaging figures until the customers credit runs out and the cycle starts again.

I honestly believe (and some ntl employees) that billing problems where direct debits are taken after the customer has cancelled ntl's service is NOT incompetence but a method to make things look good. What other reason could the company have for so many ex-customers being charged for cancelled services.

It's either incompetence or fraud, take your pick