Calling Broadband Tech Support UK ?

goblin · 01-12-2005, 12:16

Hi,

In regards to this http://www.cableforum.co.uk/board/sh...ad.php?t=39024 issue. I would like to get in touch with Broadband Tech Support in the UK. I emphasise the UK portion of the request, as I keep getting re-routed to India.

I appreciate that those people in india are only trying to do their job. But phoning that distance on an NTL line leads to lots of "hissing" along with a slight "echo" and "Can you repeat yourself sir?" As neither of us can understand what the other is saying. Not only that, but there is a noticeable delay. You finish a sentence await a reply, say something along the lines of "hello, did you hear me?" only to find yourself talking over the person on the other end of the line. It's like talking over a field radio, you feel inclined to say "over" at the end of each and every sentence, just so they know when they can speak without interuption.

So back to the question. How do I contact Broadband Technical Support in the UK?

Thanks.

quick2004 · 01-12-2005, 12:21

Get India all time mate ,**** me of

Admin Edit [Simon M]: Stop trying to avoid the swear filter, do it again and you will be suspended.

jonbr · 01-12-2005, 12:39

I usually go through to billing (usually get an English voice) and apologise for pressing the wrong button. I then ask if they could put me through to the UK BB support centre. It works most of the time

Alternatively, use the reposnstek form at the top of the forum.

goblin · 01-12-2005, 13:31

Quote:

Originally Posted by jonbr

I usually go through to billing (usually get an English voice) and apologise for pressing the wrong button. I then ask if they could put me through to the UK BB support centre. It works most of the time

That's what I did. Though the number took me through to Customer Services where a nice chap tried once again to "upgrade" my broadband account.

Apparantly, I am being charged for 10MB, but whatever they use for "provisioning" won't let them do it. The NTL guy said that this sugested that my area hadn't been upgraded and to just hang on. So no problems there then, at least it wasn't my router.

As regards the telephone situation. It maybe a better idea for NTL to introduce a system whereby you (the customer) are automatically sent to BB UK Tech Support, but there's a message on the line saying "sorry for the delay ... there is an x minute delay on this number, but our over-seas operators are willing to take your call ... press x to re-direct your call".

It would give the customers more choice and at the same time sattisfy all concerned. Especially NTL who could measure how many people actually opt for "over-seas support", or how many people prefer domestic support.

Anyway, thanks jonbr for the idea. It worked like a charm

jonbr · 01-12-2005, 14:00

Quote:

Originally Posted by goblin

That's what I did. Though the number took me through to Customer Services where a nice chap tried once again to "upgrade" my broadband account.

Apparantly, I am being charged for 10MB, but whatever they use for "provisioning" won't let them do it. The NTL guy said that this sugested that my area hadn't been upgraded and to just hang on. So no problems there then, at least it wasn't my router.

You want to call billing then and get them to compensate you for not being able to give you 10mb when they are charging you for it!

Quote:

Originally Posted by goblin

As regards the telephone situation. It maybe a better idea for NTL to introduce a system whereby you (the customer) are automatically sent to BB UK Tech Support, but there's a message on the line saying "sorry for the delay ... there is an x minute delay on this number, but our over-seas operators are willing to take your call ... press x to re-direct your call".

It would give the customers more choice and at the same time sattisfy all concerned. Especially NTL who could measure how many people actually opt for "over-seas support", or how many people prefer domestic support.

Anyway, thanks jonbr for the idea. It worked like a charm

They won't do that, they know what will happen. The Indian call centre staff will go very quite with nothiong to do.....

goblin · 01-12-2005, 15:07

Quote:

Originally Posted by jonbr

You want to call billing then and get them to compensate you for not being able to give you 10mb when they are charging you for it!

Nice idea. However, I've always been on on 3MB since the upgrade and am quite happy with it. It's just that at the time they were initially 'rolling' it out, I had to phone up to pay my bill. I'm not likely to trust NTL with my bank account details again in a hurry

So mentioned it on the off chance and they said "yes sir, no problem, it's done". So when it didn't happen, I wasn't that bothered, but then of course the next months bill came in. So I mentioned it again and got the same response "no problem sir, it's done for you". However, when it didn't take effect, I was concerned that there was something wrong somewhere. Be it with the modem, router or my setup.

Quote:

They won't do that, they know what will happen. The Indian call centre staff will go very quite with nothiong to do.....

too true. It has to be said though, that with other offshore customer services departments you can at least request that they put your back through to the UK specifically HSBC & Orange. But when I spoke to NTL's equivalent earlier, they would only put me through to Customer Services. I did say to them "if I had wished to call Customer Services, I could have done it at no charge. I'm calling Broadband Technical Support for the reason I wish to speak to them. Customer Services aren't going to be able to help me with my technical query"... the line clicked and next thing I'm in the que for Customer Services

Then to add insult to injury, I'm back talking to India

That person insisted I explain the situation which I did. Then he talked to his "supervisor" who put me back into the que for Customer Services.

Still, I'm sorted now... untill the next time