NTL is call centre with longest wait in Mirror test

Originally Posted by jimbo

Name something.

Ok, no problem, but excuse the preample, its needed for context. At the beginning of August I had my BB connection upgraded to 1.5Mbps, a couple of weeks later it dropped back down again. Phoned customer services to ask whether it had been upgraded by accident, and they confirmed that it should have been upgraded and they resent the correct config.

I then go to play some XBox Live, no connection. Checking the internal diagnostics of the modem revealed that the modem had been set to the wrong config, only capable of registering one MAC address, instead of the Gold+Xbox services I'd been reconfigured with the regular Gold service. In this instance I was able to phone up TS and tell them the exact nature of the problem, along with the config file I should have (it was referenced further back in the logs) and the config file that I had actually received. This is when I was told to reboot the PC and cable modem by disconnecting both from the power socket, in this case powering down the PC will make no difference except waste time.

There is a wealth of information in those logs so if I have any problems I can just go on to those and see things like when connections where dropped, etc. The internal diagnostics are useful in another regard. On the odd occassion my network card will stop talking to the cable modem, a quick reboot fixes it and off I go. However, the fact that I can`t get to the internal diagnostics is indicative of the fact that the PC can`t even see the modem, so it saves a wasted call to TS (it cuts both ways, customers can save NTL time in this regard).

If you want a good example of when rebooting the cable modem is going to do nothing, a couple of times I've lost all the services coming down the wire, broadband and television. The fact that the entire digital feed is down is not going to be fixed by rebooting the modem. However, unless things have changed, this still needs a call to TS even if it is an area problem as I've been told in the past that problems of his nature aren`t registered until sufficient complaints have been received.

[Stuart]

Originally Posted by jimbo

<snip>
We do! It's part of the voice recording heard when calling Technical Support! But, of course, a large percentage of customers ignore all the recordings completely, and persist in holding for however long to speak to a person, only to be told what they've already been told in recordings. If people would just listen to the recordings, we wouldn't have such a long hold time!

Admittedly, it's a long time since I needed to call Technical Support, but I don't remember hearing that.. Not saying the recording doesn't say it, just don't remember it.

There is no script, and I don't know why people think there is one. And to say the only repsonse is to say to reboot is a little unfair, I think.

I actually said it seems like their only response, and in my experience, it does. Apart from the odd "Your smart card may be dirty. Pull it out and clean it".

Although, there isn't an awful lot the average user can do to the Set Top Box..

I obviously can't speak for the CMCs, but everything I do (and everything my colleagues in the TSB do, I would hope) is recorded in the customer's account. It is a procedure, and there are disciplinary policies for those who do not follow procedures...

When I had to go through EXACTLY the same procedure on at least 4 seperate occasions (within the space of a month) and each time the person on the other end of the line didn't appear to know that I had called before, or what had been discussed, I do tend to question whether any note is being made on my account.

Originally Posted by Russ D

There are many customers who do not know what tests ntl can run. Perhaps they are going to send an engineer out? Perhaps they can do something their end? Of course, the majority of us know this is not the case because we tend to understand the technology - however this does not apply to the many people who do not understand what goes on.

Admittedly, sometimes NTL can do something their end, but whenever I have reported a fault with any device, I have always made sure I am near that device. Maybe that does come from using Computers, I don't know for sure. I just thought it was common sense.

Still, in my experience, common sense and users don't always go hand in hand. No disrespect to anyone intended, it's just I do technical support for students, and I get asked some shocking questions.

[Russ]

Originally Posted by scastle

Admittedly, sometimes NTL can do something their end, but whenever I have reported a fault with any device, I have always made sure I am near that device. Maybe that does come from using Computers, I don't know for sure. I just thought it was common sense.

That's because you have more than a modicum of technical knowledge. Not everyone understands the relevant technology. The elderly for example, often they have no idea what will happen or what is required.

[quadplay]

Originally Posted by dr wadd

Ok, no problem...

But both of those scenarios do require a cable modem reboot - you even said so in the second instance. With the first one, the service level needs to be changed at the ntl end, but in order for your Cable Modem to receive the correct config file, it needs to be rebooted (which should happen automatically once the config is changed on the ntl system, as the CM is sent a reboot request). We usually ask people to reboot their PCs at the same time to ensure they get a valid IP address. You may know how to release and renew your IP address, but the vast majority of customers don't, and it's much quicker to reboot the PC (in most cases) than it is to teach them how!

With the last part, where both TV and broadband are off, and there is a confirmed area fault, I agree that rebooting wouldn't do anything, but if the area fault has been fixed, or there is no area fault and simply some oddness on the line, the CM and the STB might need a reboot to lock back on to the network. It does happen. If, after a reboot, it's still not locking on (i.e., the RDY light is flashing or off on an Ambit CM), then I'd have no hesitation in sending an engineer request.

Originally Posted by jimbo

But both of those scenarios do require a cable modem reboot - you even said so in the second instance.

Well, perhaps in future you could be clearer that you are not talking about general instances where the cable modem's diagnostic logs are useful.

Originally Posted by jimbo

The average user isn't going to be able to look at the internal diagnostics, and a cursory glance at the cable modem's internal diagnostics doesn't tell you anything useful for sure anyhow.

What I take specific issue with is being told that I have to disconnect everything from the power supply when there is a perfectly good option within the diagnostic logs for dealing with that issue. I can get to that page, reboot the cable modem that way and check that everything is configured far more quickly than jump through the NTL prescribed hoops, but if TS representatives want to waste time on the phone despite me telling them that there is a more efficient resolution then let them.

[quadplay]

Originally Posted by dr wadd

What I take specific issue with is being told that I have to disconnect everything from the power supply when there is a perfectly good option within the diagnostic logs for dealing with that issue. I can get to that page, reboot the cable modem that way and check that everything is configured far more quickly than jump through the NTL prescribed hoops, but if TS representatives want to waste time on the phone despite me telling them that there is a more efficient resolution then let them.

You may be able to, but the vast majority can't. Besides which, the reset option in the modem's internal web server doesn't necessarily wipe the modem's volatile memory - as with a PC, the only sure way of doing that is removing the power for a certain amount of time.

Originally Posted by jimbo

You may be able to, but the vast majority can't.

I appreciate that, but if a TS representative has the knowledge to be able to fix problems then they should also be able to use that knowledge and determine when a customer knows what they are talking about, and thus not waste time going through the motions. A bit of application of knowledge here would actually contribute to reducing hold times.

[Russ]

Originally Posted by dr wadd

I appreciate that, but if a TS representative has the knowledge to be able to fix problems then they should also be able to use that knowledge and determine when a customer knows what they are talking about, and thus not waste time going through the motions.

From experience I can tell you that is not the case.

And anyway, the vast majority of calls were from people who had little or no technical knowledge.

But I just KNOW that all the ntl tech are like this

Yes I know it's been done before but it's still funny

[Scope]

This is something NTL HAS to take serious. They are terrible when it comes to Customer Service - END OF STORY. In the office I work a few of us are using NTL, and the general impression is that NTL is GREAT when it works, once you have problems and need to call CS you are in for a wait (and being passed between departments because people dont know who deals with what)..

Part of the job in tech support is to be able to deal with people on all levels.

Techies need to lose the "well you called us for help" attitude.
Many people call them because oif they dont they wont ever get anything fixed. This isnt just aimned at NTL, its aimed at all helpdesks.

Yes we do get calls that are amusing.
I had a printer engineer call me up on the 1st line support desk asking how to set up IP addresses on a printer.
I've explained to users that in order to retreive emails from the server they need to be connected to the "internet".

But all helpdesks need to drop the superiority complex they ALL seem to have.
After all if we were that good we wouldnt be bloody working in First line support would we?

[Shaun]

Am I the only one who's getting an engaged tone today? If I call and select billing (our final bill is wrong ) I get through the IVR and then get an engaged tone!!

Experiences are often different. NTL is not that bad. Having moved house recently we've had to call a number of companies some were good some were not so good. Try speaking to DVLA or TV license people it can be frustrating. Maybe we are always lucky, NTL staff tend to be ok.

[scrotnig]

Originally Posted by timewarrior2001

Part of the job in tech support is to be able to deal with people on all levels.

Techies need to lose the "well you called us for help" attitude.
Many people call them because oif they dont they wont ever get anything fixed. This isnt just aimned at NTL, its aimed at all helpdesks.

Yes we do get calls that are amusing.
I had a printer engineer call me up on the 1st line support desk asking how to set up IP addresses on a printer.
I've explained to users that in order to retreive emails from the server they need to be connected to the "internet".

But all helpdesks need to drop the superiority complex they ALL seem to have.
After all if we were that good we wouldnt be bloody working in First line support would we?

I agree totally.

This isn't to suggest that ntl specifically has a problem, when I need the Swansea TSB people at work they are great, but I know that there are always some people who 'talk down' to inexperienced users, both in ntl and other companies.

That must stop...it's unacceptable and one of my huge bugbears. Someone isn't inferior just becuase they haven't much experience of using a PC. And someone certainly isn't superior just because they have.

This belief actually links in well with my evangelical supprot for the Firefox browser, but I've covered that in other threads....

[Racingdick]

example of call to tech support at times

*I NEED AN ENGINEER
Whats the problem
*CANT GET ONLINE
Have you rebooted
*YES, 8 TIMES
Try one last time
*DONE THIS BEFORE..
Reboot
open IE
whats on the page
*SORRY TO BOTHER YOU.. BYE BYE

thats a min of 5 min call...

Another one...

*I NEED AN ENGINEER
ok, what lights are on the modem
*NO IDEA, I'M IN PHONE BOX
Modem is online, pc issue
*CAN U TALK ME THROUGH IT
Ermmmmmm

[SMHarman]

Originally Posted by Racingdick

example of call to tech support at times

*I NEED AN ENGINEER
Whats the problem
*CANT GET ONLINE
Have you rebooted
*YES, 8 TIMES
Try one last time
*DONE THIS BEFORE..
Reboot
open IE
whats on the page
*SORRY TO BOTHER YOU.. BYE BYE

thats a min of 5 min call...

This is a regular example of calls I place to Demon Internet as one part of the service I use with them is on a flakey old VAX box. That often needs a kicking. I'm just fixing the glitches on our new shopping cart so I can get off this. I'm sure it costs me money.