CableForum & NTL to meet

Originally Posted by ian@huth

But that is what is happening now and has been for a long time. If you notice I did say "in their own time" which is what several associates including yourself have done. I am talking about customers who have problems, been passed from pillar to post within NTL with no resolution and helpful associates have picked up on the problem in the forum and decided to help.

There have been several posts of late which indicate members are PMing associates and requesting help which is not on. Associates should be free to decide who, where and in what cisrcumstances they offer help.

It is a sorry state of affairs if middle management (and higher) decide what should be happening and completely disregard what Simon Duffy instructs. I know that there are empire builders who are trying to protect and build their empires but this is part of NTLs problem and these people must be weeded out and dealt with.

I can't disagree with any of that, Ian, especially members PM'ing the ntl staffers, that really isn't 'on'

[kronas]

Originally Posted by homealone

I can't disagree with any of that, Ian, especially members PM'ing the ntl staffers, that really isn't 'on'

thats why having people on here in official capacity would be beneficial, ofcourse a rules system would have to setup interms of how people can actually be helped and when they should and should not contact any member of NTL on this site via the private message facility.

if simon duffy says its fine for staff to help on here then it should not be supervisors or management below him saying no! but i understand the structure and how employees are treated.

if there were official channels setup to bring NTL representatives on to the forum to assist major problems such as customer services failing to address issues, customers having to ring back time and time again for changes to services, billing mistakes and so forth, if not being rectified by all the customers avenues available then they can seek help on here.

i do NOT see a problem at all with this, even ways of tracking this could be monitored.

im reserving all judgement until NTL get back to us but i think at the moment there is a hesitation on their part to have the aspect of online help for customers with serious or escilating issues somewhat unappealing.

[Chrysalis]

NTL have a big problem with communication. Having someone on the forums in a official manner can help in a great deal but of course there will be temptation by users to use this as a primary way of dealing with problems, I agree with ian@huth that normal channels should be used first. However if people provide proof they have tried normal channels and problem isnt resolved then the problem can be escalated how can this be done?

Ticket numbers - When customer A rings up and speaks to tech support guy A he tries Tech support guy A solution and gets a ticket number for the problem, if customer doesnt ring back within say 72 hours the ticket can be closed as resolved. If customer needs to ring again they say the ticket number and Tech support guy B can immediatly see whats been tried so far and then maybe escalate the problem further if its ntl end causing the problem or perhaps send an engineer out to customer. If the customer still cannot resolve issue then they just give ticket number to the NTL liason on the forums.

Email notification of planned outages - these could save a lot of headache for tech support as people will know in advance of maintenance and should not need to ring up to ask whats going on and why their service is down, if possible can be done on emergency maintenance also.

Consistent billing - I have a strong belief that staff are either told to pretend that the double billing problems are not an error or they are simply not trained up or incompetant, I am aware their is staff who recognise these problems and reimburse the customer but its not the case across the board lots of customers end up out of pocket because NTL change them from after month billing to pre month billing.

Offers for loyal customers - every 12 months 10% of a bill or perhaps a free premium channel once a year for a month, it promotes the channel and can tempt them to sign up to it and generates good feeling amongst customers.

Thats it for now I hope others like my ideas

[ProfPete]

Certainly agree very strongly with the ticketing system. A user should be able to log into their ticket on the website and view all the progress notes that have been logged as well. Also be able to create a support ticket onlineas well.

Surely CS must waste a lot of time re-establishing the current situation on longer faults because no decent record has been kept.

*cough* looking for a job come the start of June, so if anyone reading wanted something like this, I'm sure I could further investigate the possibilites........... *cough*

Maybe even some data mining of the fault log could be used to identify and look at recurrent closed faults - pro-active network maintenance - that would be a change!!

[Florence]

I havent been on the forums for a while to busy working on assignment to moderate ISPr of visit here but Pete posted a link and told me to look. Pete for drawing my attention to this.

First yes we have been here before but remember different CEO different circumstances.
Second we all have to start somewhere if we want to get the best possible service for the customers. This could be the start of something good for all.

Well done Mick and Nemmy you have started to repair the bridge lets see if we can all make it a strong one.

[Marge]

Originally Posted by Chrysalis

Consistent billing - I have a strong belief that staff are either told to pretend that the double billing problems are not an error

Sorry but thats complete tripe

[Chrysalis]

Marge and how do you know, my statement is based on my own experience and other posts I have seen, whats your statement based on?

[Chris W]

Originally Posted by Chrysalis

Marge and how do you know, my statement is based on my own experience and other posts I have seen, whats your statement based on?

Possibly the fact that Marge is one of the members of staff you are speaking about- and hasn't been told anything of the sort.

Originally Posted by Chrysalis

Consistent billing - I have a strong belief that staff are either told to pretend that the double billing problems are not an error

You don't half come out with some bull****. That's a very incorrect statement. But there again you are always coming out with statements that turn out to be complete crap. Produce the evidence to backup your statement or withdraw it.


Please note if you dont like this post the report post button is below to the left

Originally Posted by Chrysalis

Marge and how do you know, my statement is based on my own experience and other posts I have seen, whats your statement based on?

How about the fact that she works for ntl Some of the crap you spout really is becoming tiresome to all.

[partmigan]

Its a bit concerning that NTL Employees reserve the right to be rude to people in public while also reserving the right to not be bothered by PMs.
Bill your attitude is dissapointing. In your own time or not Chrysalis is one of many people here who pay your wages.
Respect is a two way thing.

[Neil]

Originally Posted by partmigan

Its a bit concerning that NTL Employees reserve the right to be rude to people in public while also reserving the right to not be bothered by PMs.
Bill your attitude is dissapointing. In your own time or not Chrysalis is one of many people here who pay your wages.
Respect is a two way thing.

Why don't you go away troll?

You only turned up here with a 'similar' name to a previous forum member (PTarmigan) with the sole intention to (try to) cause trouble.

Go back under your rock, you're not welcome here.

[Russ]

Sussed and busted

Nice try 'Jackie'

that attempt to implicate Peter was despicable - thankyou CF Team, I had nearly replied before I suddenly noticed it was not proper Lagopus mutus..

Hmm, now why would someone posting from an Australian ip address be concerned about ntl - unless, of course, they were a troll trying to hide their real identity.