NTL think that they own this site ????????? - Page 9

**Paul** · 19-03-2004, 16:32

Quote:

Originally Posted by Richard M

When I worked for BT TS, it was fairly common to reinstall the TCP/IP stack, which needed the original CD.

Well that's bad - tcp/ip very rarely fails - I have only ever seen it once in all my years working with PC's (Window 2.0 and above).

threadbare · 19-03-2004, 16:33

Quote:

Originally Posted by stuartbe

Yep.... Told that my tcp/ip was currupt and need to re-install windows - this was after I explained to the guy that I could ping the NTL gateway and 127.0.0.1

Next time I called I was told that a cable modem wont work if its powered from a UPS as it makes noise on the power line

Another time I was told that my connection is nor working becouse I use a pix firewall. !!!

Thats just a rough sample of the BS that I have got from them over 20-30 phone calls - each envolving a 10-20 minute wait....

I did once speak to a realy tech savy guy !! Sadly the re-seg he promised never happened !

if your pc is unable to tracert to 127.0.0.1
that is either a firewall blocking it or a corrupt TCP/IP stack. there are ways of fixing it without reinstalling windows but thats not for ntl to advise. their basic remit is to make sure the usb drivers are installed and check your settings - anything else is up to you to sort - if they go futher than that then that is because you are speaking to a knowledgeble agent who cares.

edit (hardly BS)

threadbare · 19-03-2004, 16:35

Quote:

Originally Posted by pem

Well that's bad - tcp/ip very rarely fails - I have only ever seen it once in all my years working with PC's (Window 2.0 and above).

it maybe the PC's who have experinence with were "looked after" some of the PC's i've been out to - well - beggars belief some of the ****e ppl install.

19-03-2004, 16:36

Quote:

Originally Posted by pem

I have never been advised to re-install windows by NTL TS. Have you Stuart ?

Not me personally, but about 2 weeks ago my father was told that his problem could only be solved by a complete re-install of Windows. Needless to say he has now been warned to contact me before following any advice given by NTL TS in the future.

Stuartbe · 19-03-2004, 16:36

Quote:

Originally Posted by threadbare

if your pc is unable to tracert to 127.0.0.1
that is either a firewall blocking it or a corrupt TCP/IP stack. there are ways of fixing it without reinstalling windows but thats not for ntl to advise. their basic remit is to make sure the usb drivers are installed and check your settings - anything else is up to you to sort - if they go futher than that then that is because you are speaking to a knowledgeble agent who cares.

edit (hardly BS)

No - The tech was told that I could ping and tracert to both localhost and the default gateway... I stated this several times !!

I could tell that he just wanted me off the phone...

" re-install windows and call us back if the problem persists "

**Maggy** · 19-03-2004, 16:37

I'm hesitating about posting anything in this thread after yesterdays kerfuffle BUT here goes.

I have to say when NTL get it right(and they do most of the time)they get it right and no one comments because THAT IS WHAT IS EXPECTED of any company providing a service.

Sometimes they get things wrong and fix it WHICH IS WHAT ANY CUSTOMER SHOULD EXPECT without much comment and well done when they do.

However when they get it very badly wrong we don't always hear about it because the customers don't have anywhere to go except to possibly choose to cut their losses and switch to another company and this all passes without comment because they have no one to tell.This leaves them disgruntled and bad tempered about it but ntl won't/don't listen as more customers are joining all the time and they can continue trading.

So this where THIS site is important.It is one way that the put upon NTL customer has of really putting across their annoyance(and why shouldn't they?),their concerns and actually getting some help from whomever will help and to find they are not alone with their problems.

The problem is that when anyone expresses their annoyance ntl staff seem to get upset even when it is self evident that something has seriously gone wrong BUT if everyone recognises that those NTL workers who come here are trying to help and are probably the better CS/Tech help/engineers/MANAGERS that work for NTL and DON'T DESERVE to be tarred with others of NTL staff who are poor,the better we will all get along at this site.

Now to see if this thread is still open and post this.

Incog.

Neil · 19-03-2004, 16:38

Quote:

Originally Posted by stuartbe

No - The tech was told that I could ping and tracert to both localhost and the default gateway... I stated this several times !!

I could tell that he just wanted me off the phone...

" re-install windows and call us back if the problem persists "

*Sigh*

ian@huth · 19-03-2004, 16:47

Quote:

Originally Posted by threadbare

it is not classed as a fix unless it is fixed there and then. if the problem cannot be fixed then it is put into a callback queue - where it is then fixed. if an engineer is required then he fixes it. either way it is fixed. (i have it on good advice from an ntl tech who is sitting right next to me)

if the PC is a problem or the issue has nothing to do with ntl and needs to be referred to the pc manufacturer/shop or microsoft tech support then it is fixed there. If the problem re-occurs then the first time fix for the agent is affected (this is true whether it is due to a dopey user error or a sh*tty PC unfortunately).

sorry ianathuth but you have no idea what you are talking about.

If I do not know what I am talking about then I am sorry. I was only quoting what was said by a NTL associate a few weeks ago. http://www.nthellworld.co.uk/forum/s...5&postcount=34

Neil · 19-03-2004, 16:47

*Gets on soapbox, & uses loud hailer*

Let me make something abundantly clear.......

When I/we refer to 'them' or 'they', we do mean ntl, but we don't mean every single ntl employee in the land.

We mean 'they' as in ntl the company, the ntl managers/decision makers who (supposedly) run the company, the people who put goddam awful processes in place that make Tech Support agents BS the Customer rather than highlight a severe lack of training within that dept.

So please don't get up on all you high horses, we know who the good guys/gals are, & when we say 'them'/'they' etc, we mean the decision making buffoons who make the customers & employees lives very difficult.

Thank you for listening.

*Steps down off soapbox*

threadbare · 19-03-2004, 16:51

Quote:

Originally Posted by stuartbe

No - The tech was told that I could ping and tracert to both localhost and the default gateway... I stated this several times !!

I could tell that he just wanted me off the phone...

" re-install windows and call us back if the problem persists "

sorry stuartbe I was just reffering to that particular symptom not the whole problem. cant comment on the rest - maybe he wasn't bery knowledgable or didn't care or both. they do unfortunately exist but are hopefully uncommon

Stuartbe · 19-03-2004, 16:54

Quote:

Originally Posted by threadbare

sorry stuartbe I was just reffering to that particular symptom not the whole problem. cant comment on the rest - maybe he wasn't bery knowledgable or didn't care or both. they do unfortunately exist but are hopefully uncommon

NP m8.... I was not having a go at you.

Sorry if it seemed that way, it was not the intention !

Crapy TS agents allwayd make my blood boil - I dread ringing TS lines as I work in the job and anyone will tell you that you NEVER tell the TS agent that you are in the job.... That used to put my back up - " oh good another expert " so I never say it !

threadbare · 19-03-2004, 16:57

Quote:

Originally Posted by ianathuth

If I do not know what I am talking about then I am sorry. I was only quoting what was said by a NTL associate a few weeks ago. http://www.nthellworld.co.uk/forum/s...5&postcount=34

maybe they did not explain it properly. thats part of the problem if an ntl associate posts something ppl take it as gospel - naturally. but you have to remeber these ppl are human and do make mistakes just like the girl at the start of the thread (and her collegues 4 that matter).
I dont think that post explained it fully. and I dont for a moment think that their method of measuring fixes is foolproof - far from it. but it is the method they use we have to put up with it

my mate has gone now so I am getting out of my depth

Frank · 19-03-2004, 17:01

Quote:

Originally Posted by Hell's Child

Firstly, from the concensus of opinion, there seems to be the thought that ntl employees should be told about this site.

That's not what this thread about at all, and of course not all employees should know about this site. This thread is about an employee not knowing who owned this site, asking her manager, and receiving a bull**** answer, which was in turn passed to the customer.

paulyoung666 · 19-03-2004, 17:53

Quote:

Originally Posted by Frank

That's not what this thread about at all, and of course not all employees should know about this site. This thread is about an employee not knowing who owned this site, asking her manager, and receiving a bull**** answer, which was in turn passed to the customer.

exactly