NTL Digitial Cable Television - Shoddy Service - Page 3

Marge · 29-12-2004, 23:57

Quote:

Originally Posted by digitalvictor

And what will customer management centre do?
I want my service fixed asap.
Where does it say 7 days is acceptable?
I want an engineer the same day if possible.
Why are you guys giving me a hard time on this issue? Don't you want good service too?

Not sure where I'm giving you a hard time or saying 7 days is either acceptable or unacceptable

digitalvictor · 30-12-2004, 00:06

Quote:

Originally Posted by threadbare

that's ok I only need to read it once.

I think you may need to read my posts again though, but to save you the trouble, let me reiterate. you do not pay enough for engineer to be on your beck and call.

(it might help if you read it s l o w e r)

Its "at your beck and call" actually.

And on what authority do you decide I do not pay enough?

As I and many others have said this site is inhabited by vested interests. It seems incredible that people who consider themselves knowledgeable regulars will not stand up for consumer rights.

ian@huth · 30-12-2004, 00:08

Quote:

Originally Posted by digitalvictor

And what will customer management centre do?
I want my service fixed asap.
Where does it say 7 days is acceptable?
I want an engineer the same day if possible.
Why are you guys giving me a hard time on this issue? Don't you want good service too?

NTL want you to have a fault free service and any fault that may occur fixed as soon as possible.

NTL will get an engineer to you the same day, if it is possible.

If you are not satisfied with the service from NTL then choose a supplier that you are happy with.

If you can find a supplier that will always fix faults within the timeframe that you find acceptable then let us all know who it is.

If you consider NTL service is not as good as it should be then what would you consider to be an acceptable price for NTL to provide the service that you consider they should be giving.

threadbare · 30-12-2004, 00:11

Quote:

Originally Posted by digitalvictor

Its "at your beck and call" actually.

And on what authority do you decide I do not pay enough?

As I and many others have said this site is inhabited by vested interests. It seems incredible that people who consider themselves knowledgeable regulars will not stand up for consumer rights.

I can assure you that the charges for the residential service, that you subscribe to, are insufficent to guarantee a same day engineer fix. An engineer will dispatched to you on the same day if one is available. There is a guaranteed SLA on the business tariff as business users pay a lot more.

Hence, you do not pay enough and no they are not at my beck and call.

(edit) If you consider it your consumer right to have a same day engineer then perhaps you should subscribe to a service that provides this. Again I think you should familiarise yourself with ntl's terms of service.

ian@huth · 30-12-2004, 00:19

Quote:

Originally Posted by digitalvictor

Its "at your beck and call" actually.

And on what authority do you decide I do not pay enough?

As I and many others have said this site is inhabited by vested interests. It seems incredible that people who consider themselves knowledgeable regulars will not stand up for consumer rights.

I have no vested interest in NTL nor do I work for them

I used to have NTL DTV but changed to Sky because NTL could not provide me with an acceptable DTV experience. They changed my STB several times and tried to fix the problems but were not successful. In their defence I will say that they tried hard and each time that I requested an engineer one was with me within four hours max.

NTL still provide me with broadband and telephone which are very good value for money and provide as good, if not a better standard of service than I believe other companies can offer.

I live in the real world with realistic service expectations for the price I am paying.

orangebird · 30-12-2004, 10:17

Quote:

Originally Posted by Mick

I really do not think there is any need to relate the current issues with the quake thats caused thousands of deaths, yes it is very distressing loosing loved ones over than not having no tv for a week but I really feel it should not of been brought up in this thread at all.

Sorry Mick, but I think it's entirely relevant - just trying to get a sense of perspective out to gizzmo.

If you were that 'distressed' about missing a tv program, would gettig a credit on your account make you feel better? Would it eliminate all that 'distress'? No. It jolly well wouldn't. He/she is on the take, pure and simple. As I said and I'll say it again. Watch the news and learn a little about what REAL distress is.

Russ · 30-12-2004, 10:57

OK people I've had some reported posts in this thread - let's keep things calm or I'm going to lock it down for a while - if you have an issue with someone then please take it to email or msn.

dhlennon · 30-12-2004, 21:45

Well look, let's be honest. NTL in general is below the service standards most people would expect. Now, this has nothing to do with the people who work there or anything like that; we must take care to take individuals out of this. But as a business it still needs to think longer and harder about what makes people feel satisfied. I'm sorry but the "price issue" is not really the point. They are OK competively no doubt, but people look at how much they pay a month when they don't feel the service is up to scratch. The argument that they could "find another servive" is ultimately flawed because many people do not have a choice in their homes.

I actually think NTL are doing a lot more than us uninformed people know and should give them a break. Their customer service does stink though most of the time and I'm saying that from personal experience. There's some really good polite and nice people working there too and that shouldn't be forgotten.

iadom · 31-12-2004, 09:55

Quote:

Originally Posted by dhlennon

Their customer service does stink though most of the time

Not in my experience, I have never had any cause to complain in almost 4 years, phones, no faults whatsoever, TV, still have both original boxes, apart from interactive issues, perfect. BB minor niggles with e-mail and proxies a while ago but overall very good. CS/TS staff have ALWAYS been very helpful and polite without exception.

paulyoung666 · 31-12-2004, 10:18

Quote:

Originally Posted by digitalvictor

Its "at your beck and call" actually.

And on what authority do you decide I do not pay enough?

As I and many others have said this site is inhabited by vested interests. It seems incredible that people who consider themselves knowledgeable regulars will not stand up for consumer rights.

and i still say 7 days to fix a non-essential service at the time of year was not brilliant but acceptable , like i said , there would have been more of an issue if it had been a phone problem

seaneeboy · 31-12-2004, 16:10

Quote:

Originally Posted by dhlennon

Well look, let's be honest. NTL in general is below the service standards most people would expect.

Fairly sweeping statement there DHLennon - You got some hard data to back that up?

carrieann · 31-12-2004, 16:13

I have no cause to complain about NTL's customer service either. I phoned them 2 days ago to say that I could not get most of my digital channels. They couldn't send someone out the same day - that's fair enough, as it was late afternoon - but offered to send someone yesterday. Unfortunately I was out so it had to be made for today. The engineer has just been, fiddled around with the set top box and hey presto, everything's working fine again. He couldn't have been a nicer guy, friendly from the word go, a lovely person, and that's the first time I've needed to call them out since I started with them, around 8 years.

I am a faithful customer to NTL and wouldn't dream of going elsewhere. I am completely satisfied with their service.

Carrie

David25 · 02-01-2005, 18:49

Personally if my TV was out for 7 days I would be annoyed. On the plus side I would have a great excuse to catch up on my reading/write my first novel/paint a beautiful picture/go to the pub/teach my son the forward defensive.

paulyoung666 · 02-01-2005, 19:40

Quote:

Originally Posted by David25

Personally if my TV was out for 7 days I would be annoyed. On the plus side I would have a great excuse to catch up on my reading/write my first novel/paint a beautiful picture/go to the pub/teach my son the forward defensive.

but it wasnt 7 working days as it was over the xmas break , i still say it was reaonable for a non essential service

David25 · 03-01-2005, 13:54

Quote:

Originally Posted by paulyoung666

but it wasnt 7 working days as it was over the xmas break , i still say it was reaonable for a non essential service

I agree, others wouldn't. It's still annoying though you must admit.

Anyway, As my TV is working OK I think I will put off the novel for another week.