good old ntl support

[darkvisor]

i live in the NG3 area of Nottingham and had the cable modem go down last week, spoke to some muppet who stated that he had checked my modem and that it must have blown up or somthing,. i then stated that my next door neighbour's was the same and he said there's must have blown up to, oh how i laugh, so i then ask to speak to a so called supervisor who tells me there has been a power surge in the area, fair one, i'll give him that. he then books an engineer for me for the following Tuesday 5 days later so im now paying £35.00 for F**k all as the whole thing is down, im then told it will be anytime in the afternoon so i take half a days holiday off work and guess what, no engineer, i have just phoned them and all they can say is they assumed it was working because they fixed the power problems in the area. bless them. there crystal ball must have been cloudy as they got this one wrong,

i have had enough of all this NTL Cr*p, they also forgot to tell me that when i u/g my modem to 1.5 that i would be double billed. ahhhh, did it slip there mind, no wonder people are moving away from them,

rant over

[Graham F]

so when is someone now coming out to you

to the site

[darkvisor]

there not, i am looking around for a new bb supplier, any suggestions, whats bt like as i work in the nhs and get a good discount, anyone know about there service

[threadbare]

Originally Posted by darkvisor

i live in the NG3 area of Nottingham and had the cable modem go down last week, spoke to some muppet who stated that he had checked my modem and that it must have blown up or somthing,. i then stated that my next door neighbour's was the same and he said there's must have blown up to, oh how i laugh, so i then ask to speak to a so called supervisor who tells me there has been a power surge in the area, fair one, i'll give him that. he then books an engineer for me for the following Tuesday 5 days later so im now paying £35.00 for F**k all as the whole thing is down, im then told it will be anytime in the afternoon so i take half a days holiday off work and guess what, no engineer, i have just phoned them and all they can say is they assumed it was working because they fixed the power problems in the area. bless them. there crystal ball must have been cloudy as they got this one wrong,

i have had enough of all this NTL Cr*p, they also forgot to tell me that when i u/g my modem to 1.5 that i would be double billed. ahhhh, did it slip there mind, no wonder people are moving away from them,

rant over

So the fact that the supervisor told you the same as the agent means that he must be a muppet also then?

The fact that this was caused by the local electricity supply is ntl's fault i suppose?

The fact that this caused a massive increase in demand for engineers' resources is also ntl's fault?

The fact is, separate contractors were called in to deal with these problems and some unfortunate customers were not dealt with. A polite call to ntl would have resolved this, but calling them muppets will not help.

I hope your new bb provider meets your unrealistic expectations.

[darkvisor]

Quote !!!!!


spoke to some muppet who stated that he had checked my modem and that it must have blown up or somthing,. i then stated that my next door neighbour's was the same and he said there's must have blown up to, oh how i laugh, so i then ask to speak to a so called supervisor who tells me there has been a power surge in the area, fair one, i'll give him that.

UUUMMMM, 2 different things there so yes, 1 person was a muppet

The fact that this was caused by the local electricity supply is ntl's fault i suppose?

UMMMMM, for my little humble home pc i ghave a surge protector, suggest ntl buy some, get them at mapplins

The fact that this caused a massive increase in demand for engineers' resources is also ntl's fault?

UMMMM, they cancelled the engineer and yes it is there fault, i dont keep making people redundant so less staff to deal with problems, but NTL do

a polite call was made and got nowhere apart from india, then swansea then nottingham, not bad for 1 phone call halfway around the world and back to deal with 1 problem,

anything else you'd like to deffend ntl for

[GazzaB]

Hi,
I think Darkvisor has a point although calling ntl staff muppets is not very fair, most of them try there hardest! But yet again poor communication let Ntl down and continues to do so year in year out and it's the poor customer who suffers. I should know after working for them for four years and dealing with some very unhapy customers over that time!

Why do ntl use contractors if they cannot do the job? Why do they cut jobs when it's quite clear they need all the staff they can get (Not just in call centres but also engineers out in the field too!)
Although I still have Ntl services after leaving it's only because if I do have any problems I know people within Ntl who can help me... If I didn't I would probably be with a company that has the customer care/support as well as a decent product.

Best of luck Darkvisor getting this sorted!

Rant over! It's Friday not long to the weekend.

[Nemesis]

Please refrain from calling the ntl cs people muppets. It does you no favours, and they are only doing their job.

[darkvisor]

i do appologise for calling them muppets but doing there job is an understatment!!!

[scrotnig]

DOUBLE BILLING

You don't get double billed. What happens is that if you upgrade your package part way through the month, the difference in price between your old pack and your new pack for the part of the month you have had the new pack, will appear on your next bill in addition to the normal month in advance charge. The same applies in reverse if you downgrade.

This isn't a rip off or a con. It's known as 'pro rata billing' and simply means you pay for services for every day you have them.

The alternative is telling customers their package change won't take effect til their next billing date.

[Chris W]

Originally Posted by darkvisor

i do appologise for calling them muppets but doing there job is an understatment!!!

as far as i can see the person you spoke to identified that you needed an engineer, and booked one. Whether the engineer turns up or not is no reflection on the TSR that you spoke to one the phone.

[darkvisor]

but how in a matter of seconds did he work out that my modem had blown up,

do they teach esp in the training at NTL.

[ian@huth]

If the NTL agent said that the cable modem was faulty owing to a known power surge in the area, why did they cancel the engineer visit? If the modem had been damaged by the surge it would not fix itself after NTL had said they had fixed the power problems in the area

[Chris W]

Originally Posted by darkvisor

but how in a matter of seconds did he work out that my modem had blown up,

do they teach esp in the training at NTL.

hang on... are you now complaining that the person you spoke to identified your problem too quickly?!?

[darkvisor]

no, you stated that he i'd the problem for me and booked an engineer, how did he id the fault within about 10 seconds of me giving my account number, also spoke to a standard custonmer service op, not a tech support and they dont have the equipment to check modems from a call centre in India where my first call was


so how did a person id that my modem had blown up in 20 seconds from the otherside of the world

[seaneeboy]

Originally Posted by monkeybreath

as far as i can see the person you spoke to identified that you needed an engineer, and booked one. Whether the engineer turns up or not is no reflection on the TSR that you spoke to one the phone.

With respect MB, a lot of people will just see it all as one organisation, CS, Engineers, installation crews, network technitions, all NTL... While I think Darkvisor has been a little quick off the mark here, it's worth everyone else remembering that someone new to all this isn't neccessarily aware of the structure of NTL...