NTL think that they own this site ?????????

Originally Posted by Hell's Child

The problem is, people are to quick to tarnish ALL ntl employees thinking we are all the same, talking nothing but BS. If I came in and said "all people who complain are t0$$Ers" you would tak offence, stating that you are critisising but offering ideas to help.

Show me were someone is tarnishing ALL ntl employees please?

Originally Posted by Hell's Child

Put it simply, if a customer isn't happy, they walk. If they don't like what they are getting, don't like the service, don't like ntl, they don't hang around.

But what if they want to hang around, they are entitled to, like myself.

The biggest thing ntl did to really annoy me was when cable & wireless franchise customers were bought out by ntl, we waited ages for the unmetered dialup 'ntlworld' to come out for us, they had to upgrade the systems, but it took longer than 12 months and then when they finally released it to us they were going start to charging for it.

The next thing to annoy me was that it took three days for ntl to activate my BB connection, I have two STB's in the house, when asked to put the BB on the downstairs STB, they put it on the upstairs STB, but for three days noone could work out why I could not use my BB services.

The next thing to annoy me, I had received no notification of the last price rise increases, I looked at my bill and just saw everything had risen. When questioned CS about this they said they had sent out notification, but I told them that I had not received anything whatsoever.

Last year, my STB died on me, reboot of the box did not work etc etc. The STB failed on me on a Saturday evening at around 10pm, faults were not open again until Monday morning. IMHO, Being without TV or not being able to report it for over 24 hours is quite unnacceptable.

To conclude, yes I may of been really unhappy with the way I received my ntl services at certain points within my years of custom with ntl, but when they are working, I am happy, I like my BB service and if I hated ntl as people assume I do because of my position on this site, I would of quit my custom with ntl a long time ago.

[Hell's Child]

Originally Posted by Death Jester

So your the bugger thats oversubscribing the servers!

Haha, Oooopppssss....

Sorry

[Hell's Child]

TSorry Stu but that is just OTT - How does one persons confusion about .com v .co.uk translate in to this, I have seen more than one person get confused by the two on this site. !!

his was posted in reply to the above...

If it was just that then you would be correct.... However its NOT !
I know for a fact that they could not care less about my custom. They did not even have the curtesy to ask why I was leaving....

Try this...
I fear it could be the return of the Ntl BS again, we haven't seen any for a while, maybe its trying to make a comeback like Peter Andre, nether are a good thing IMHO

or this?
At the moment, NTL think that they're an ISP, so I believe they are delusional.

A mistake, like I say, less than 1/3 of the staff know this site exists..

If she had just come out with the statement then yes - It would be a simple mistake.. However - she checked with other people twice and still got it wrong !

....Or lack of giving a t**s about the customer


The term "they" relates to a plural, i.e, more than one. Unless you use the term "ntl" or "the company" or "management" then as far as I am concerned you are talking about all of us, me, the cleaner and the rest of the company.

I'm sorry, but I've worked in retentions and the main reason for customers leaving was because they had problems with us. If a customer is very unhappy, they will leave us, no question. I would and will not stay with a supplier that is crap and contantly fcuks up, I've got better things to do with my time than spend hours calling someones CS etc trying to sort problems. I find that if a customer has a major problem that takes ages to fix they will leave, if you stay where you are, you musn't be that unhappy?!

I wasn't suggesting that you don't desrve to choose to stay with ntl, but it doesn't make sense that you would stay with a supplier if they were as bad as people make out.

[threadbare]

Originally Posted by jason.ntlwogill

Hell's Child if ntl provide a level of customer service that was even remotely acceptable this site would be needed at all but thats not here or there the service received by the majority of customers is not acceptable leading to many critisms like mine

I have to disagree with that. if ntl's service was was unacceptable to a majority of ntl's customers then they would no longer be in business. this site exists because ntl is a large company and sometimes its processes fail. when this occurs ntl's customers seek help here

[paulyoung666]

Originally Posted by threadbare

I have to disagree with that. if ntl's service was was unacceptable to a majority of ntl's customers then they would no longer be in business. this site exists because ntl is a large company and sometimes its processes fail. when this occurs ntl's customers seek help here

agreed

[Jason1]

Orange bird i am naturally biased aggainst ntl and feel that in the south it seems we dont get the same level of customer service that's avaiable up north to see the trou ble i have had look over my account number ********** or previous posts and see if your views of ntl would be the same

[Edit] (Neil)-I've removed your account number from public view-not a good idea to post it.

[orangebird]

Originally Posted by paulyoung666

agreed

same here

[orangebird]

Originally Posted by jason.ntlwogill

Orange bird i am naturally biased aggainst ntl and feel that in the south it seems we dont get the same level of customer service that's avaiable up north to see the trou ble i have had look over my account number ********or previous posts and see if your views of ntl would be the same

I wouldn't post your account number!!!

I know it can be really crap in some areas.... If you want a number of someone high up in your region to contact, I'll gladly give you the relevant info.

[Stuartbe]

What happened between me and NTL is academic now as I have given my months notice and its all over at the end of the month

If you are going to qoute my posts then fine but please dont qoute posts that I did not make.

If the response that I got from retentions is typical then they are not doing a very good job are they ? Or has the term retention a different meaning at NTL ????

Thats my exprience - I can only draw on it ! It may not be the general consensus but the attitude of " it happens as we have loads of customers " is not good ! Sorry but that sounds like a cop out to me...

It sounds like you are very customer focused and good on you for that but not everyone is that way.... I must be unlucky as I have called NTL loads of times and I only ever spoke to 1 person that actualy cared about the problem.

[Neil]

Originally Posted by orangebird

I wouldn't post your account number!!!

I know it can be really crap in some areas.... If you want a number of someone high up in your region to contact, I'll gladly give you the relevant info.

But why should it have to come to that?

Why can't customers find help at the end of the phone??

[threadbare]

Originally Posted by ianathuth

NTL make many assumptions in figures that they use. On the subject of first time fixes for calls to TS they assume that a problem is fixed if the customer does not call back about it within a certain period of time. They also assume that the majority of customers are happy with their service simply because they do not get any complaints from them.

You are right OB, it is wrong to assume.

those arn't assumptions they are based on statistics

Originally Posted by Hell's Child

The term "they" relates to a plural, i.e, more than one. Unless you use the term "ntl" or "the company" or "management" then as far as I am concerned you are talking about all of us, me, the cleaner and the rest of the company.

Thats part of the problem then assuming 'they' means you as in all ntl employees. 'They' most probably meant 'ntl'. Why assume you are being tarnished when it is very possible that you are not? The problems I have had in my time with ntl. I do not think all ntl employees are the same, not at all.

[orangebird]

Originally Posted by Neil

But why should it have to come to that?

Why can't customers find help at the end of the phone??

It shouldn't Neil, but it has. And there's nothing I can do to fix that right now. All I'm doing is offering a solution for this particular customer to go forward with.

[ian@huth]

There are several reasons why customers stay with NTL even though they are not getting a decent service or even though it normally would be more expensive. I say normally because many customers, myself being one, are getting the services at a reduced price as a means of keeping their custom. Others are getting reduced prices as an incentive to move to NTL or upgrade their services. You can put up with a lower level of service than what you would wish for if the price is right.

Many people put up with poor service levels because they do not like to complain. Others do not want to go to the hassle of moving suppliers. There are a lot of customers who cannot go elsewhere for their services because Sky dishes are banned or they are too far from a ADSL enabled exchange. A lot of customers probably have other things that they can do when problems hit their NTL service so don't complain and put up with it knowing it will probably right itself before too long.

I had NTL DTV for a couple of years and had constant problems with it but it didn't bother me too much as we also had the full Sky DTV service. The only reason I started with NTL was because of their introductory offer of £9.99 for base DTV, telephone line and Dial-up internet. The only reason I still have BB and telephony is because of the discount retention department gave me to stay.

Having said all that, NTL is not alone in having customers with problems, most if not all companies do. The big question though is how companies deal with customers problems.

[threadbare]

[QUOTE=jason.ntlwogill]

The majority?? Where do you get that from?
The fact it takes c/s 30 mins to answer its a good guess

no it doesn't they usaually answer within a few seconds when i call. if you call after 5 pm what do you expect? call during off peak times!!