Its official today NTL and BT are named and shamed

cos · 01-09-2005, 06:32

Today Thursday 1st September NTL and BT have been named and shamed in the media for having the worsed Customer service record, I think its time for OFCOM to have a rethink when renewing NTL'S license to supply all three TV, Internet and Telephone services. I am a little more biased towards BT as I dropped them for NTL but never had to suffer the consequence of pure ignorance , lies and poor sevice continously given

Downloads · 01-09-2005, 06:42

There's not a single chance they will review that. Sorry.

Derek · 01-09-2005, 07:01

I don't suppose you have a link to the 'naming and shaming'

I could search for it but really can't be bothered as it will probably just be a re-hashing of the same old stats and reports.

Chimaera · 01-09-2005, 07:23

It was reported on GMTV this morning but there's no link on their website. Apparently 21% of people surveyed were unhappy with ntl's customer service.

etccarmageddon · 01-09-2005, 08:05

I guess it's down to each persons personal experience. mine is that all staff I speak to are polite and resolve my billing issues.

tomjleeds · 01-09-2005, 08:36

It seems odd, but if I was to describe my experience of NTL CS, the word I'd use would be 'excellent'. I haven't had any problems with CS for about three years, and even then it was a minor issue.

**Maggy** · 01-09-2005, 08:49

I agree.The worst I can moan about personally these days is the stupid interactive software NTL use for their DTV.Otherwise I've no complaints.ÃƒÆ’Ã†â€™ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€ šÃ‚Â£17.99 for 1MB BB and a phone service that has never failed yet.The last few occasions I've had to get through to CS or TS I've not had to wait above half a dozen rings before getting an answer and I've not been on hold for more than a couple of bars of any Musak.Not even(touch wood) been having any email problems for some time now.

I'm sorry for thiose who have been mucked about because by the sound of it when it does go wrong it tends to be major.

**Paul** · 01-09-2005, 08:52

The bigger the company, the more complaints it will get - that's a fact of life. Personally I have always had good service from ntl, and appalling service from BT, but I'm not daft enough to think this is the case everywhere.

Derek · 01-09-2005, 08:53

21%

If they are that unhappy why don't they leave?

Julian · 01-09-2005, 10:04

The report is by Which magazine... HERE

Hardly representative though if you see the numbers surveyed.

It is also reported in some newspapers.

liamboyle06 · 01-09-2005, 10:26

Any time I have had to Call TS, or CS, I have never been mis informed and they have always been really helpful adn friendly
I have no complaints with them what so ever.

APS · 01-09-2005, 10:37

If you read the Which PR story you will also see that either Chimaera heard wrong or GMTV misreported the statistic. The Which site says only 21% of NTL customers were "very satisfied"..not unhappy. They don't quote an "unhappy" figure. I am not sure the end result is any better though...my own experience with NTL is that they are middle of the road, i.e. as bad or good as most other big players.

The time taken to answer the phone is now definitely shorter than it used to be and the staff polite. However recently I have experienced one member of staff saying they would change an option on my account but not doing it and I also have experienced an overcharging issue.

APS

salem · 01-09-2005, 10:45

Although i get as miffed as the next person when my connection goes south i too have no complaints about C.S.or Tec.
I have found it beneficial though to have a good look round this forum if i have a problem, 9 times out of 10 i can get the answer i need or at the very least get an idea of where the problem lies before i phone them.
There would be less complaints and a quicker issue turn around if users were able to provide CS/TEC with more information than a simple "its not working ".
I dont expect NTL are overly keen on some of the content of this forum but i'm sure that they are glad it exists

Jules · 01-09-2005, 10:48

I have had some minor problems in the past but they have always been sorted out, some times not right away but things have improved a lot just lately, as for BT I would rather use a tin can and some string than give them my money!

salem · 01-09-2005, 10:57

Quote:

Originally Posted by Jules

as for BT I would rather use a tin can and some string than give them my money!

i believe they are planning to upgrade the quality of the string they use in the future although there are no plans to replace the heinz handsets

s