NTL Customer Services: Your personal experience

Cannot see the point in a poll that let's you see what one another has voted, I voted hit and miss, but then you can see that

My last experience of cs was when I called to alter my broadband package.
I told them I wanted to drop down from 1 meg to 600k due to the impending increase, but the feeling I got from the person I spoke to was that the increase would go ahead anyway, which was more or less their words to me.
Yet I read of other people's experiences where they have phoned NTL to do the same thing, and been offered discounts to keep their 1mb.
Something is very wrong in the above scenario, is there no benchmark at all at NTL? where all customers are treated the same?
They certainly know how to rub people up the wrong way through conflicting treatment of customers.
I am gradually cutting back on what I take from NTL, because to be honest I do not think that they are delivering with any consistency.

[carthage]

Originally Posted by Bex

1.I don't generalise,
2.I purely look at their customer handling skills.
3.Though I never announced all NTL CS people are liars/bad/incompetant


Not all CS advisors are liars and incompetant - I used to work for ntl and I was pretty good - You do get some who are awfull but when you think of what they have to endure for the campany and the stress etc etc - then cut them a little slack

4.I have not seen any evidence to suggest they are not incompetant, not liars and not bad.

With me they have just lost the best csa they had - and if I dont say it no one elsde will - Who else saved them 4.700.000 in lost revenue and they did not even say thank you
is it me or are these statements inconsistent......??????

That whole post looks like a quote - I'm assuming it isn't but since I can't see the original it's hard to tell.

I think Bex was answering a series of questions looking at the numbers before the sentences.

[carthage]

yes - the bits between three and four are replies - to the comments made

[Russ]

Originally Posted by carthage

yes - the bits between three and four are replies - to the comments made

PM me if you want to know how to make proper use of the 'quote' button

[scot]

May be I have been lucky but, I have had NTL Dial-up for a couple of years and then 150kb BB for another couple, during which I called Support twice and found them polite, patient and technically on the ball.
I have no connection with NTL, except as a cable customer, but having been a communications service engineer for 38 years, I appreciate the responses I received - especially the late Friday evening one!

[bigitup_j]

ntl customer services have been pretty good in my experience. fairly quick and extremely helpful.
my only gripe is that faults is closed on sundays and late evenings (when most problems occur!)
i would like customer services open until 10pm on weekdays and 8pm on saturday. and 9am-5pm on sunday, surely that can't be tooo difficult. (of course 24/7 would be better)

[ian@huth]

Originally Posted by bigitup_j

ntl customer services have been pretty good in my experience. fairly quick and extremely helpful.
my only gripe is that faults is closed on sundays and late evenings (when most problems occur!)
i would like customer services open until 10pm on weekdays and 8pm on saturday. and 9am-5pm on sunday, surely that can't be tooo difficult. (of course 24/7 would be better)

Yes, you would think that NTL could provide some cover 24/7 when they have that many customers. If there aren't enough calls to keep them busy during the night they could be busy answering emails, etc. They must lose revenue from disgruntled customers who cannot get faults rectified or booked for engineers. There must also be lots of customers who want to upgrade their DTV packs for something special but don't bother when they find out that they cannot do this until after the event.

[Russ]

Originally Posted by ianathuth

Yes, you would think that NTL could provide some cover 24/7 when they have that many customers. If there aren't enough calls to keep them busy during the night they could be busy answering emails, etc. They must lose revenue from disgruntled customers who cannot get faults rectified or booked for engineers. There must also be lots of customers who want to upgrade their DTV packs for something special but don't bother when they find out that they cannot do this until after the event.

I remember working until 2am in tech support at NTL and usually from about 1am onwards it was dead. AFAIK the night team certainly DID deal with email enquiries but of course the calls took priority.

[scot]

Originally Posted by bigitup_j

my only gripe is that faults is closed on sundays and late evenings (when most problems occur!)
i would like customer services open until 10pm on weekdays and 8pm on saturday. and 9am-5pm on sunday

Who's a lucky boy then?

according to this year-old thread, support was reduced (from 24/7) to 8am to midnight then.
I certainly had good service from them very late one Friday night a few months ago.

http://www.cableforum.co.uk/board/showthread.php?t=150

[MovedGoalPosts]

Originally Posted by bigitup_j

ntl customer services have been pretty good in my experience. fairly quick and extremely helpful.
my only gripe is that faults is closed on sundays and late evenings (when most problems occur!)
i would like customer services open until 10pm on weekdays and 8pm on saturday. and 9am-5pm on sunday, surely that can't be tooo difficult. (of course 24/7 would be better)

If they can offer broadband support till midnight, they can surely run faults for TV services till the same times. If I have a TV fault inevitably it's when I'm watching it, and that, cos I work weekdays, means it's gonna be found out of CS hours.

I don't see why TV services should be inferior to anything else ntl offer. If you do phone CS out of hours with a total phone failure (no doubt not on your ntl phone ), eventually you might be lucky enough to hear of another number that can be called 24 hours. That to me indicates that faults for everything could be run 24 hours as well after all the service is supposed to be 24/7, and if it's just a case of ntl's system needing a computerised kick up the backside (message sent to STB by CS) which is usually all that's needed, it would save a lot of customer anguish.

[BeeJay]

I have found service to be very good recently.

Yesterday I lost all channels on both STBs. A call to CS was answered within two minutes and a friendly young lady went through all the reboot and signal sending procedures without any joy.

She then booked me an engineer visit for 4pm the same afternoon.

About half hour later I received a phone call from an engineer to say the fault had been traced to a power failure in a street cabinet and that he was on his way to deal with it.

Service was restored at about 1230 pm and a couple of hours later the same engineer rang to check that all was working OK.

I cannot fault this level of service and am quite happy with NTL generally.

BJ

[marfleet]

i have had no problems with c/services you need to no how to handle them

[Cobden]

Re NTL Customer Service
I have had cable for about 10years from nynex to cwc to NTL I moved from Nelson to Burnley and c/s dealt with move which went smoothly. Later went onto digital when it became available this went ok. Asked for the dialup package for the computer, just did not recieve it. Now Broadband was available in North East Lancashire so went onto 512kb service, had endless problems with this , but the service at dealing with these problems was good and in the end it settled down and came right, the initial phone contact could do with speeding up