ntl last & TW 1st in JD Power ISP Chart - Page 3

Womble · 16-12-2005, 07:46

Quote:

Originally Posted by Sherlock614

Telewest has topped a list of the... Fair enough

AOL UK in second place....

Wanadoo came a close third....

followed by Tiscali....

BT came fifth....

And NTL last....

Out of those listed, the middle four would be the VERY last ISP's i would go for... funnily enough, in that order

PMSL!!!! AOL 2nd, now that has discredited the survey....period!
I'm the first to knock NTL (mainly for the way they treat their workers), but behave!

DaggaDagga · 16-12-2005, 08:57

AOL are very popular with people who are a bit unsure of all this technology stuff and want that nice digital woman off their telly adverts to look after them.

My mum has absolutely no idea about what ports are blocked by an ISP, what a contention ratio or ping is, etc. They do provide a hand-holding service that certain people seem to like. They are probably the most approachable ISP for non-techy types.

I guess if you like their service and it works, and someone politely helps you out when you phone them up, then you'll probably rate them pretty highly.

Personally, I wouldn't let an AOL CD anywhere near my computer.

poolking · 16-12-2005, 12:14

Quote:

Originally Posted by DaggaDagga

<snip>

Personally, I wouldn't let an AOL CD anywhere near my computer.

I would, the CDs look quite nice with a mug of coffee plonked on top of them.

orangebird · 16-12-2005, 12:24

IMO, anyone who takes that survey seriously shouldn't be allowed near a PC by themselves

How can 900 odd people out of at least 4 million customers show a fair and accurate result? 0.02% is hardly an fair proportion of the market is it?

ntl may be the worst. BUt accepting that fact from a teensy weensy survey like that makes you look stupid to me.

Chrysalis · 16-12-2005, 12:38

AOL leave a lot to be desired but from when I used it at my sister's house in her dialup days it was reliable worked and did the job. They answer the phone's fast and was in a uk call centre, to top this off it was a good price for what you get and had no cutoff's like other dialup isp's. I cant comment on their broadband but they have no cap and I would guess their call centre is better then ntl's. So its no surprise they have a higher satisfaction level.

16-12-2005, 12:50

I think NTL may have been knocked back so far by it's poor CS responses. I can't comment on TW's CS because i'm locked to ex C&W franchise.

Neil · 16-12-2005, 15:08

Quote:

Originally Posted by orangebird

IMO, anyone who takes that survey seriously shouldn't be allowed near a PC by themselves

How can 900 odd people out of at least 4 million customers show a fair and accurate result? 0.02% is hardly an fair proportion of the market is it?

ntl may be the worst. BUt accepting that fact from a teensy weensy survey like that makes you look stupid to me.

Would you say the same if they had come 1st?

orangebird · 16-12-2005, 15:15

Quote:

Originally Posted by Neil

Would you say the same if they had come 1st?

Exactly the same. I wouldn't expect anyone to be guided by the results for any ISP on that survey.

fudge · 16-12-2005, 18:07

I have been with BT and Tiscali and i can say in my experiance NTL broadband is definately the best .

Chrysalis · 16-12-2005, 19:36

Well here lies the problem, ntl's level of performance varies heavily in different area's. Some area's seem to have a very good service and people living in those area's find it hard to understand people are not satisfied but in other area's the service can be dire. To compound this when something does go wrong it can be hard to get ntl to resolve it, customers have to deal with india tech support who are heavily scripted and a CS call centre where the treatment isnt consistent. Would you say what I just said is fairly accurate.

Chris W · 16-12-2005, 20:00

Quote:

Originally Posted by Chrysalis

AOL leave a lot to be desired but from when I used it at my sister's house in her dialup days it was reliable worked and did the job. They answer the phone's fast and was in a uk call centre, to top this off it was a good price for what you get and had no cutoff's like other dialup isp's. I cant comment on their broadband but they have no cap and I would guess their call centre is better then ntl's. So its no surprise they have a higher satisfaction level.

I believe AOL use India and Ireland call centres now- there is certainly one in Waterford.

From what i have heard the most frustrating thing about AOL is how patronising everything is, and the fact that if you have a problem you have to speak to 4 or 5 levels of support before you get to someone who knows what they are talking about.

Chrysalis · 16-12-2005, 20:03

Well what you just said about AOL support I feel like that about ntl support. with the exception of swansea, but 9 times out of 10 I will get through to india.

Chris W · 16-12-2005, 20:06

Quote:

Originally Posted by Chrysalis

Well what you just said about AOL support I feel like that about ntl support. with the exception of swansea, but 9 times out of 10 I will get through to india.

think you have misinterpreted... for example: AOL via ntl cable customer- modem is offline

Contact member services, speak to first line who say... hmm technical problem... phone second line, who say hmm.... isn't the pc... phone third line, who say... hmm isn't an AOL problem... phone ntl... check modem/ network and book engineer (assuming of course the AOL diagnosis was correct- in my experience 80% of the time it was wrong, if this is the case phone AOL back and return call to them). FUN!