NTL Customer Services: Your personal experience

[Emperor Ming]

Last month's call to freephone CS on hold for 2 hours 40 mins to try and report a vandalized telco cabinet at the end of our street ,

Gave up and in desperation tried a northern franchises number 500 miles away, through in 2 mins , after much transferring got to speak to a genuine guy who had the fault fix in 6 hrs

tip -- phone scotland to get fault fixed in southern england

[Bex]

Originally Posted by paulyoung666

5 mins or so to wait for c.s and no more than 10 mins to wait for t.s. , is that unacceptable or what , personally i find it not too bad

i know i don't normally have a problem, but others seem to paul

[paulyoung666]

Originally Posted by Emperor Ming

Last month's call to freephone CS on hold for 2 hours 40 mins to try and report a vandalized telco cabinet at the end of our street ,

Gave up and in desperation tried a northern franchises number 500 miles away, through in 2 mins , after much transferring got to speak to a genuine guy who had the fault fix in 6 hrs

tip -- phone scotland to get fault fixed in southern england

i aint gonna call you a liar my mate , but .............. , that length of time to get through to c.s , were you in a timewarp or summat , nah sorry that was star trek not flash gordon
:p :p :p :p :p :p :p :p

[Bex]

but u are starting to stick your tongue out as much as me paul

[dilli-theclaw]

Originally Posted by bexy

most people seem to have a problem with waiting times...out of interest how long have you been made to wait recently?

i used to bemoan the time it took to actually speak to a person, but today i had to phone nhs direct (my nephew was poorly and we needed advice) and i was waiting for half an hour and the music was worse than ntls

I normally have to wait 10 mins ish for customer services.

And on average 45 mins on hold to tech support - plus the last three times i've phoned i've had the phone either put down or disconnected after this and have had to recall them for ANOTHER 45 min wait.

[Bex]

Originally Posted by dilligaf1701

I normally have to wait 10 mins ish for customer services.

And on average 45 mins on hold to tech support - plus the last three times i've phoned i've had the phone either put down or disconnected after this and have had to recall them for ANOTHER 45 min wait.

thats awful....i have only ever had that happen to me once, on ntl lines...have had it on other cs lines i have called (singlepoint 4u for one )

but i guess it could also depend on what time of day you call in

[paulyoung666]

Originally Posted by bexy

but u are starting to stick your tongue out as much as me paul

tongue firmly retracted and point taken boy that i am :p :p :p :p

[Bex]

Originally Posted by paulyoung666

tongue firmly retracted and point taken boy that i am :p :p :p :p

put it away

[Stuart]

Actually there are only a few times when I had to call Customer Services with problems. When I first got broadband, the STB kept dropping the connection for no apparent reason. It took 4 calls to customer services (each time the CSR told me to reboot the box which worked for about a day). Eventually an engineer came, and to cut a long story short, he came to the conclusion the box was dying.

The second time, I went through a phase of losing BB at about 6:00pm each day. I phoned a couple of times, each time being told to reboot the box (which, again, worked briefly). The third time I was told it had been escalated to a network problem. BB was back within an hour.

No real complaints.

[Emperor Ming]

Originally Posted by paulyoung666

i aint gonna call you a liar my mate , but .............. , that length of time to get through to c.s , were you in a timewarp or summat , nah sorry that was star trek not flash gordon
:p :p :p :p :p :p :p :p

I'm afraid its true had to use neighbours BT line, as ours was dead bb and telly ok thou, placed it on speaker phone and watched enderbenders and a film , entered all the right numbers for selecting faults then just music-music-music-music-music-music-music-music-music-music-

its not the service its just the contact hassle , because when at first you go through the selection of area/ type of service you want/ ditto/ ditto/ punching in all the options numbers , to get to an advisor who by your imput in the procedure will know you have come to report a fault.

Now I might be a little slow here but surely ???? The whole of the south UK population was not on the phone to report faults at the same time !

[paulyoung666]

Originally Posted by Emperor Ming

I'm afraid its true had to use neighbours BT line, as ours was dead bb and telly ok thou, placed it on speaker phone and watched enderbenders and a film , entered all the right numbers for selecting faults then just music-music-music-music-music-music-music-music-music-music-

its not the service its just the contact hassle , because when at first you go through the selection of area/ type of service you want/ ditto/ ditto/ punching in all the options numbers , to get to an advisor who by your imput in the procedure will know you have come to report a fault.

Now I might be a little slow here but surely ???? The whole of the south UK population was not on the phone to report faults at the same time !

i guess i must just be lucky up in teesside , is it a local number you ring or a national freephone number ?????????? , i just ring a local one not an 0800 one

[Bex]

Originally Posted by paulyoung666

i guess i must just be lucky up in teesside , is it a local number you ring or a national freephone number ?????????? , i just ring a local one not an 0800 one

well as one of my northern friends calls me, im a 'posh sourthern bird'....and i don't have many problems with waiting time, yeah sometimes i do, but even if i do i kinda expect to

are waiting times all that make ntl cs bad?

what makes them a good service?

[Undisputedtruth]

Originally Posted by Mark W

surely its not a matter of WHERE a person works that depends on the standard of customer service (unless you are a bigoted fool of course)
surely you can recieve outstanding customer service from a barman in a reed bar on the beach in the tropics? any reasonable man (ha!) would realise that its simply how well that person offers you that particular service..........

Mark, I suggest you read my post again and then come back to me, pointing exactly to where I insulted those who work in supermarkets, etc. Again, I have to say it, it's another figment of your imagination.

I can clearly state that the employees of Tesco can offer a better customer service than employees of NTL in how they relate to customers. I would even go as far to say NTL employees can learn a lot from Tesco's employees. Tescos tends to recruit the right calibre of staff and they are the biggest retailer in the UK. Tescos are not SECOND BEST.

[dilli-theclaw]

Originally Posted by Undisputedtruth

Mark, I suggest you read my post again and then come back to me, pointing exactly to where I insulted those who work in supermarkets, etc. Again, I have to say it, it's another figment of your imagination.

I can clearly state that the employees of Tesco can offer a better customer service than employees of NTL in how they relate to customers. I would even go as far to say NTL employees can learn a lot from Tesco's employees. Tescos tends to recruit the right calibre of staff and they are the biggest retailer in the UK. Tescos are not SECOND BEST.

Of course you can 'clearly state' it - BUT as you don't know ALL and EVERY employee of NTL you'd be unable to substantiate it.

Or do you think that a few bad examples cover EVERYONE?

[Stuart]

People, UDT is as entitled to his/her own opinion as much as anyone.

Having said that, If he/she considers Tesco a shining example of good customer service, he/she hasn't been to my local Tescos. They are like any company (including NTL) in that they have both good and bad staff.