NTL Tech support is in India - Page 12

carlingman · 26-02-2005, 01:27

Quote:

Originally Posted by scrotnig

Carlingman you are 100% right in all you say.

I have seen this sort of thing too many times, but still when I issue warnings of impending doom people laugh at me or call me 'negative'. Boy do I HATE that word. But I digress.

I predicted my last two redundancies, and in fact the more recent one I predicted last February and it wasn't announced until April. I even correctly predicted which office the jobs would go to. I have predicted again that my current job is headed for redundancy, not immediately but within 12 months. Again I am derided as negative, we shall see. The signs are all there. And again, I know which office it's going to go to.

Perhaps this is the real reason large companies seem to always be keen to ditch experienced staff in redundancy programmes. They know too much and are too long in the tooth to have the wool pulled over their eyes, they can see through everything that's done.

Na negative is not the word for yourself - clued up and educated is more nearer the mark - no pun intended there.

Saving grace maybe a merger with Telewest to stop the poaching of jobs to India.

26-02-2005, 06:58

Anyone know whether Telewest out-source to IBM?

Florence · 26-02-2005, 08:56

Telewest do not outsource their support is in the UK. I know someone who works there - they even have regular talks with the CEO to see what can be done to keep improving.

He talks to them all over the intranet once a week what dedication to improving customer / CS relations.

BarFly · 26-02-2005, 09:55

I think telewest have outsourced there Tech support to Fujitsu, i think its based in manchester.

though i am prepared to be wrong with this, though pretty certain it is the case

on a side note, telewest still use icms as there main database, so if a merger goes ahead, this could leave the Harmony project up in the air, with no where to go.....

scrotnig · 26-02-2005, 10:51

Rumours abound that Harmony will not now replace ICMS at ntl and the company will stick with two systems, Harmony for one part of the company and ICMS for the rest.

This is still a significant improvement on what went before.

Florence · 26-02-2005, 12:13

Quote:

Originally Posted by scrotnig

Rumours abound that Harmony will not now replace ICMS at ntl and the company will stick with two systems, Harmony for one part of the company and ICMS for the rest.

This is still a significant improvement on what went before.

How much did they waste on Harmony for it to now not go ahead and who authorised the project. This person now needs being made reundant for wasting so much money.

26-02-2005, 12:28

Quote:

Originally Posted by Kits

How much did they waste on Harmony for it to now not go ahead and who authorised the project. This person now needs being made reundant for wasting so much money.

You used Harmony then Kits. You must have to be able to be sooooo critical of something that you demand that someone should lose there job over . I have used it and therefor cam make an informed statement about it. It has issues but it works.

Why o why do we have users making statements about stuff on here that

A. They have not had first hand knowledge of something unless they have worked for NTL.
B. Make complete and utter bull**** up and know it is just to make a statement."you know who you are"

Gee i am realy starting to see my arse over this. If i say anything like half of what is said on here without any proof i would be accused of NTL bull****, But anyone else can say what they want.

scrotnig · 26-02-2005, 12:32

Quote:

Originally Posted by Kits

How much did they waste on Harmony for it to now not go ahead and who authorised the project. This person now needs being made reundant for wasting so much money.

It's only a rumour, nothing definite. The next stage of the migration, SMS, is still going ahead in April.

The thing is, ICMS is the biggest database out of all of them by a few thousand miles. It's a whole different kettle of fish to the comparitively small migrations done so far (although they are big in themselves).

As I say, this is not definite, but it's a rumour that's persisted for some months now and I keep hearing it from different people.
__________________

Harmony does indeed largely work, it isn't perfect but it's got a lot better recently.

It's also user friendly. It doesn't take new staff fourteen years to learn how to use it properly, which was the case with most of the older systems.

The company can also add bits in and alter things themselves in house without having to pay a fortune for custom modifications, as they do with things like ICMS.

goldoni · 26-02-2005, 12:36

After reading this thread I was dreading calling Tech support last night and listening to the recorded voice saying they are very busy and the wait could be long, but within two minutes my call was answered by a person who had a slight Indian accent.

He dealt with my little problem that was about another persons email account that was not working; this was quickly sorted after a few checks I was authorised to change settings on another persons account. Total time on phone 6 minutes, problem sorted

**Paul** · 26-02-2005, 12:39

Lets have a little calm in here please.

I have to agree that Bill does have a point - unless you have first hand knowledge of ntl's internal systems, then you are not really in a position to pass judgement on them.

The same with Customer Services - it has been made quite plain by those who work for ntl that these are not in India, so unless someone has proof that everyone in ntl is wrong, let's have no more accusations which just seem to be aimed at winding people up. Stick to the facts people.

Russ · 26-02-2005, 12:40

Some people are getting worked up in this thread and it seems like the cause is misinformation and rumour.

So let's consider what we know to be true so far.

ntl's Customer Service is not in India.

Customer Service are the people who you speak to about billing, changing your tv package, adding features to your phone account.

The overspill of ntl's Technical Support can sometimes go to India.

These are the people you speak to if there's a problem with your internet connection, email or webspace.

Please can people bear this in mind.

26-02-2005, 12:42

Quote:

Originally Posted by Russ D

Some people are getting worked up in this thread and it seems like the cause is misinformation and rumour.

So let's consider what we know to be true so far.

ntl's Customer Service is not in India.

Customer Service are the people who you speak to about billing, changing your tv package, adding features to your phone account.

The overspill of ntl's Technical Support can sometimes go to India.

These are the people you speak to if there's a problem with your internet connection, email or webspace.

Please can people bear this in mind.

Thank you

Russ · 26-02-2005, 12:45

Don't forget as well that ntl probably have some Indian people working in their UK callcentres so just because the person you speak to sounds Indian or has an Indian name does not mean the call has been outsourced.

I mean, you could always ASK them if they're in India....

scrotnig · 26-02-2005, 12:58

Quote:

Originally Posted by Russ D

Some people are getting worked up in this thread and it seems like the cause is misinformation and rumour.

So let's consider what we know to be true so far.

ntl's Customer Service is not in India.

Customer Service are the people who you speak to about billing, changing your tv package, adding features to your phone account.

The overspill of ntl's Technical Support can sometimes go to India.

These are the people you speak to if there's a problem with your internet connection, email or webspace.

Please can people bear this in mind.

Additionally, it's worth clarifying that all technical support staff now work for an outsourcing company, and it is that company who took the decision to overspill the calls to India. ntl themselves didn't take this decision, ntl just pay the outsourcing company to handle the calls and it's up to them what they do with them.

26-02-2005, 13:12

Quote:

Originally Posted by Russ D

Don't forget as well that ntl probably have some Indian people working in their UK callcentres so just because the person you speak to sounds Indian or has an Indian name does not mean the call has been outsourced.

I mean, you could always ASK them if they're in India....

And that means you have to phone them, NOT refuse to like some have stated they will do, In that case you will never get your faults fixed. This site is here to help users but its not a i cannot be botherd or will not phone Tech support site. Certainly let NTL staff know in here about your fault but you must report it to NTL to get it fixed.