NTL - What A Joke

[orangebird]

And how would knowing what the problem is make it any better? Would those of you that aren't 'techy' have any better knowledge about how long it should take to fix? Is it going to make your TV work just because you now what's wrong (if you're techy enough to understand the explanation in the first place, that is)

[Widescreen]

Because Sir

1 - I have a right to know.
2 - When i do know, i can get the advice of other "techy" users.
3 - I dont Pay 60+ a month to be told - We are aware

Ya know, its becoming boring, hearing people try and make is sound as if i'm somehow the bad one, since its me thats losing out.

I want to make sure NTL are going all they can to fix it, i should know what the problem is with my service since i'm paying for it, its not as if its FREE, i PAY them for a service, so when they don't PROVIDE that service and i'm stuck watching a BLANK screen am i supposed to watch the walls and be a quiet good boy.

Edit - this also isn't a problem where its lasted 2 hours, its been like this since saturday night.

Originally Posted by orangebird

And how would knowing what the problem is make it any better? Would those of you that aren't 'techy' have any better knowledge about how long it should take to fix? Is it going to make your TV work just because you now what's wrong (if you're techy enough to understand the explanation in the first place, that is)

[Nemesis]

Originally Posted by Widescreen

Because Sir

1 - I have a right to know.
2 - When i do know, i can get the advice of other "techy" users.
3 - I dont Pay 60+ a month to be told - We are aware

Ya know, its becoming boring, hearing people try and make is sound as if i'm somehow the bad one, since its me thats losing out.

I want to make sure NTL are going all they can to fix it, i should know what the problem is with my service since i'm paying for it, its not as if its FREE, i PAY them for a service, so when they don't PROVIDE that service and i'm stuck watching a BLANK screen am i supposed to watch the walls and be a quiet good boy.

Edit - this also isn't a problem where its lasted 2 hours, its been like this since saturday night.

ok, time to calm down .......... NOW

You pay for a service .... correct
It has a fault ..... correct
You are frustrated due the extended time of the fault .... correct.

You feel it is you right to start insulting other members intelligence .... WRONG

Substitute the ntl service that you are currently suffering with, with, lets say your electricity. I can almost guarantee the same type of reports when you rang in.

Now calm down.

[Paul K]

Originally Posted by Widescreen

Because Sir

50-50 choice but sadly not quite right

[Widescreen]

Eh...please quote me where i insulted someone's intelligence?

Looks like you have took out of context one of my posts.

I didnt come to this forum for an argument nor to insult people, i came here for advice.

Originally Posted by Simon M

ok, time to calm down .......... NOW

You pay for a service .... correct
It has a fault ..... correct
You are frustrated due the extended time of the fault .... correct.

You feel it is you right to start insulting other members intelligence .... WRONG

Substitute the ntl service that you are currently suffering with, with, lets say your electricity. I can almost guarantee the same type of reports when you rang in.

Now calm down.

[Stuart]

I can actually see widescreen's point. While I can see (and have explained) that 99.9% of users would not understand if NTL did explain the fault, after all, chances are you would need to be a network engineer who specialises in RF cable to understand the fault, it can feel like you are being fobbed off if you are told "we are working on it".

Originally Posted by Widescreen

Because Sir

1 - I have a right to know.

You have a right to know they are doing something to fix it

2 - When i do know, i can get the advice of other "techy" users.

With the current design of the set top box, there is very little maintenance a user can do. Most of the maintenance options are in the Engineer's menu, which, if used incorrectly, will make the service even more unreliable, and incure a call out charge from NTL when they come to fix your connection and blame it on your altering the engineering settings (which they almost certainly will).

That's assuming the fault is with your box. It's entirely possible the fault is further up the network (fault with the cabling or the street green box for example - neither of which you have access to).

The only thing I can suggest is with the recent heat, has your box got hot? This can cause random problems (usually crashes). If it has (mine did this weekend), I would suggest either sticking a fan on it for a few minutes, or unplugging it for a few minutes - to allow it to cool.

3 - I dont Pay 60+ a month to be told - We are aware

No - You pay 60+ a month for a working service. Your service isn't, but it does sound like NTL are trying to repair it quickly.

[orangebird]

Originally Posted by Widescreen

Because Sir

Sir?

1 - I have a right to know.

do you?

2 - When i do know, i can get the advice of other "techy" users.

advice for what, may I ask?

3 - I dont Pay 60+ a month to be told - We are aware

No, I know. But ntl are working on it and will fix it. A fault free service is not guaranteed (as stated in the t&c's). What's wrong and how long will it take to fix will get you no further than asking how long is a pice of string?

Ya know, its becoming boring, hearing people try and make is sound as if i'm somehow the bad one, since its me thats losing out.

I don't think you're the bad person at all. Just trying to work out why you require the info you're asking for.

I want to make sure NTL are going all they can to fix it, i should know what the problem is with my service since i'm paying for it, its not as if its FREE, i PAY them for a service, so when they don't PROVIDE that service and i'm stuck watching a BLANK screen am i supposed to watch the walls and be a quiet good boy.

Edit - this also isn't a problem where its lasted 2 hours, its been like this since saturday night.

Of course ntl are doing all they can. Why wouldn't they be?

[Widescreen]

Well this will be my last post on this topic, i'll wait it out as it is clear that i can not voice my concern or anger for a loss of service.

So i would like to add that when it comes around to you, when a service cuts off and all you hear is we are aware ,you remind yourself that "the company is doing all they can to please you'

And remember don't compain, becuase you wont be to techy enough or have enough information to understand, dont ask to know the problem becuase it wont help you. Dont go around dissy the company becuase you'll encourage employees of said company to jump on you and question if you have any rights as a consumer.

So please, if your service whether it be tv, phone, electricity or anything else cuts off, please take the above points into consideration.

Also - i would like to apologise to anyone who has read my posts in this topic and found them offensive or otheriwse displeasing, as this was not my intention.

Have a great stress free day.

[Jules]

We had a power cut on friday night and the power was off for over 7 hours and I must admit it did help to be told on the recorded message why it had happened and an estimated time for power to be restored, the message said it would be back on at midnight and when that didn't happen there was a updated message with the new estimated time.

Maybe it is some thing NTL could look in to

[paulyoung666]

@ Widescreen its not what you have posted , it is the way you have posted it , i know one thing though , i would be asking for compensation for loss of service

[harmonyinfo]

I think widescreen is correct. It is an inadequate response to say "we know something is wrong but we are working on it". Better than nothing of course (many times I've phoned fault lines for various services and get a "there are no known faults" message).

But after 24 hours more detail would be a professional approach to try to explain to the paying customer why the service has failed to be provided. Even if it is a really simplified one - eg "Television services are unavailable due to a cable routing fault. Our engineers are onsite and hope to have it repaired within x hours". Ie a bit of content and an estimated time of the services being restored to assure us customers something is actually being done and that it isn't just a recorded message NTL are using to stall customers from complaining.

[Neil]

Originally Posted by harmonyinfo

But after 24 hours more detail would be a professional approach to try to explain to the paying customer why the service has failed to be provided.

And that is precisely why ntl customers get so angry.

ntl claim to be a communication company, yet if they can't communicate with their own staff, & they can't communicate with their customers, who can they communicate with?

[Raistlin]

Originally Posted by Simon M

You feel it is you right to start insulting other members intelligence .... WRONG

I don't recall seeing widescreen insulting anybody's intelligence.....did I miss something?

[Stuart]

Originally Posted by Widescreen

And remember don't compain, becuase you wont be to techy enough or have enough information to understand, dont ask to know the problem becuase it wont help you.

In all fairness to orangebird, unless your are a network engineer with RF cable experience, you probably wouldn't understand what the problem. If you phoned up NTL after your network connection died, and they then told you that you had lost the signal as the return path laser in your local cabinet was out of alignment(*), would you really have any clue what they are one about?

I'll agree that although it is not useful (in a practical sense) to know what the fault is, it is reassuring for the customer to be given some detail (in the example above, saying the street cabinet has a fault would possibly be enough).

*Note: I have no idea if the street cabs do have return path lasers, or, indeed, if it's possible for them to be misaligned. I am just using the example to illustrate a point.

[Chrysalis]

"3 - I dont Pay 60+ a month to be told - We are aware"

Beats what I get told.