NTL Customer Services: Your personal experience - Page 43

Russ · 01-09-2005, 10:43

As I mentioned in a recent post, I've just moved and needed ntl to install services at my new gaff.

The installation went ok and all my services work fine so I'll be monitoring the situation and any 'traditional' ntl cock-ups will be reported on here but at the same time, if I get good service from anyone at ntl, I'll be posting that here too

TheBrownHaze · 02-09-2005, 11:00

I have recenlty had (and am still having) a really bad experice. My rant on th topic is over 1000 words, so I posted it on my page.

http://www.thebrownhaze.com/2005_08_28_archive.html

cos · 02-09-2005, 12:12

Quote:

Originally Posted by Scott_Lee67

<Snip>

Any letters emails etc... send copies to Simon Duffy NTL Head office, Hook, Hampshire at least he can then gauge how your non-service is progressing.

ellie · 04-09-2005, 23:15

Quote:

Originally Posted by Ellie

We 1st rang NTL CS nearly 3 months ago and gave them the details of the new bank account that we wanted to pay our broadband direct debit ....after many phone calls to them the money is still being taken out of the old bank account

...We were told that the new bank details had been put into the system

They have finally cancelled the old direct debit order but told us they have no details of the new account details that we want to pay our broadband from, (even though we have given the account details at least 6 times over the phone) we were told we are now in arrears because of this

Aragorn · 05-09-2005, 12:02

I recently had my STB go wrong.

Called NTL - 10 min wait - CS agreed STB was duff. I was offered next day call, but went for the day after. Eng turned up within timeslot, changed STB (already had RF bypass as requested to CS!). Said there were hit delays on the network and to call back if it hadn't picked up my channels in a couple of hours.

Rang CS later, who said the new STB/card hadn't been registered

and should be sorted within 24/48 hrs.
Channels available sometime the next day and CS even rang to confirm it had worked!

Overall 8/10 for that NTL experience.

Bludger · 15-09-2005, 10:01

Has anyone got an email address for Simon Duffy?
My woes are listed in another thread :-

http://www.cableforum.co.uk/board/sh...ad.php?t=34500

so I won't go into details here. Just to say after waiting in for various NTL people once a week for the last four weeks I'm beginning to think my boradband will never work again.

I give NTL 2 out of 10 (their engineers are good, shame about the other teams who are supposed to back them up and the heldesk who hasn't ever got a clue what is going on).

orangebird · 15-09-2005, 11:55

Quote:

Originally Posted by Bludger

Has anyone got an email address for Simon Duffy?
My woes are listed in another thread :-

http://www.cableforum.co.uk/board/sh...ad.php?t=34500

so I won't go into details here. Just to say after waiting in for various NTL people once a week for the last four weeks I'm beginning to think my boradband will never work again.

I give NTL 2 out of 10 (their engineers are good, shame about the other teams who are supposed to back them up and the heldesk who hasn't ever got a clue what is going on).

name.surname@ntl.com

I see your issue's been fixed now. Use the responstek tool on here - much more chance of your whole story being looked into.

Martin · 15-09-2005, 14:30

Can't say i've ever had a big prob with C/S. My only gripe would be the amount of time i'm on hold but anything i have phoned about is sorted first time.

Sharpy · 19-09-2005, 18:24

ive been having the continuos(sp?) hassle over the last 3 months of having a package change.

Im currently a subscriber to digital base pack, telephone and 2mb BB via a SACM my first call to CS was on the 3rd August at which time i informed them that i would like to get rid of the digital tv and phone line and have a Broadband package only. "No problem Mr.Sharp those changes will take effect from 3rd Sept"

Happy days i thought, 2nd call to CS was on the 26th August to confirm that they were aware of my request to change to a BB only package, "yes Mr Sharp i can confirm that according to our records you made a call on 3rd august requesting a change of package"

No problems there then.

3rd call made on Sept 5th i informed the guy on the phone that my package had not yet been changed he found the record of my call yet informed me that no package change had been actioned. He then informe me that he will take this case personally and assures me that my package change will happen.

Im now in the position where as of today (sept 19th) my package has still not changed, and im holding off my next call to CS at the moment because to be honest id be calling to cancel my entire account in my current mood.

Whats worse is that ive still been paying the full package price since August 3rd when by now i should only be paying the ÃƒÆ’Ã†â€™ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£24.99 a month.

So needless to say my opinion of NTL customer service was just great until such time that i actually needed them, from what ive experienced the inability to apply a simple package change does not inspire me with confidence.

Ill call again this week and see what happens

cos · 19-09-2005, 20:54

Sharpy, I can only sympathise with you. I now have a direct line tele number of which puts me through to the MDs office since my complaint was taken up by OFCOM. Today I had a very cival conversation discussing relervent issues of which are to be put right regarding my account

esk123 · 23-09-2005, 23:51

i've found ntl to be sometimes very helpful, but mostly uninformed, rude or that they fail to do as they say. having closed my account due to moving house and being a student so not needing it transferred, my cancellation was "lost" and i was charged for not cancelling my account a month before i was leaving. was finally creditted the amont charged back into my account after complaining, but have yet to receive the cheque despite ringing several times!

this said, i have ended up going with ntl again, but nother housemate is dealing wih the account this time!

sph · 27-09-2005, 19:11

Have been trying to refund of monies owed to me by NTL for over two months. Contacted CS on five occasions and each time have been told that money is on its way. It is as a result of this type of service that I left NTL

Ignition · 27-09-2005, 23:17

Just read the moneysavingexpert forum thread linked to earlier.

Those of you complaining I think have to look at ntl as a volume low quality service with not much (in theory) in the way of profit. Certainly less with the wonderful retentions people merrily reducing the bill of apparently anyone who asks without checking or enforcing new contracts, isn't the bottom line supposed to be profit not unprofitable revenue?!?!

A lot of these complaints appear to be about the wonderful outsourced technical support as much as general customer services.

I hope that at some point either the tech support is pulled back in house, or the outsourcer given a decent budget. My new employer actually has one primary metric to all customer service and tech support which ntl might want to try rather than BS call stats.

It's a really revolutionary one, really is amazing.

RFTET - Right First Time Every Time.

Is that really that difficult? Saves time dealing with repeat calls, so less queues and ultimately less staff required which = cost savings as well as improved customer satisfaction.

Cretinous management might want to look at that, bean counter run company = pile high sell cheap. Those of you looking for a good experience all the time may want to look at paying just a little more as that little more might well be paying for more dedicated and enthusiastic staff that aren't outsourced to an anonymous agency half way across the world. You end up that way relying on staff you don't give a s**t about, who you've repeatedly excreted on in so many ways, and whose performance you measure in anything but the ways that satisfy customers so you force them into not caring. That's not taking account of their magnificent 12k a year pay.

If you are happy with the pile high sell cheap philosophy then make your calls quickly and blag ya discounts, just hope to whoever your God might be that they don't go wrong as your God will be no help to you!

jd2005 · 28-09-2005, 02:48

I rang NTL on Sunday lunchtime to tell them one of their cable junction boxes had it's front missing and that wires had been ripped and others exposed - they said they would get someone out that day - nothing. Called again on Monday only to get an Indian Call Centre who did not even know what a junction box was! all they wanted was my postcode .. like talking to a robot.

Called again Monday 4pm-ish and the previous two calls to tell NTL their equipment was in a state of disrepair had not even been logged. The third employee I spoke to (British call centre - not Indian) was very helpful and apologised - someone was out later that evening.

Safeman · 02-10-2005, 20:05

the green box @ the end of are road. has had the door open for about a year rang them months ago still not fixed it. i have to put a lolly stick in it to jam it closed