CableForum & NTL to meet

[Escapee]

Originally Posted by ian@huth

This is something I took up with Simon Duffy some time ago and this is part of his response. The last sentance refers to associates unofficially helping on forums during their working hours with NTL. Simon was unaware that associates had been warned about helping out on sites such as this and had to refer to Aizad Hussain for clarification of what was happening.

This very often happens, some of the network guys were gagged on .com a few years ago. When I brought it up people from Matrix court said it wasn't true. Sometimes these orders are only from the top of one division, and not overall company policy.

[handyman]

Originally Posted by Nemesis

We will be bringing up several issues with Customer Service, amongst other things and have a hefty agenda to get through.

A phone book sized agenda I should think.

Good luck Si hope it goes well If theres anything I can help with (not that I should think there would be) then just let me know.

[kronas]

Originally Posted by jonifen

Thats a great idea as people who can get access to this could voice their queries that they're not sure are worth a phone call to CS or not. May improve waiting times for getting through to CS at times when its really hectic.
I work on a support helpdesk, and when we're experiencing high levels of calls, we always get a few who wait 10-20mins to ask a really silly question that doesnt deserve to be put onto the logging software as having been raised.

I'd like to think of myself as being pretty useful with things like the TV and Internet and do all the checks possible and get the results from the checks down on paper to have next to me on the phone. That way they can get my problem sorted quickly and move onto the next guy/gal in the queue. There's nothing more off-putting than looking at the wallboard in a call-centre to see 20+ people waiting in a queue for your assistance!

if the CLT team could be reformed or something to show an official capacity here that would assist users who have exausted existing channels by emailing NTL (dont scoff!) phoning or even trying their regional directers....

but yes it would be a start, as i said before i dont expect anything earthshattering but if NTL want to do something right for once then its a step in the right direction.

i know the big bulletin points will be customer service and technical support quality levels and the poor standards of them but i also think there needs to be a better communication system with managers and supervisors, no one should recieve a warning or told to curb their help on a forum which has NTL customers!

[Jonathan David]

On the television side, can you congratulate them on the fact they now have a system in place to allow customers to test software before it goes live.

Now on other things:

Full BBCi intergration - And if done properly, would be better then the Sky version.

Channel numbers - Start to advertise the fact now, ready for a change, say in 6 months time.

PVR - As much as a VOD will be useful, a PVR would be the cherry on the cake. Even better, a PVR tied in with Tivo (I know a pipe dream, but hey )

HDTV - Start planning now. End of Story.

Set Top Boxes - Since NTL own the boxes, can we get some quality control on them.


Finally, any chance of a CS service on Sundays?

[jtwn]

I hope there will be some qs on the bb side, the future of/cable network, adsl2+ etc.

[Chrysalis]

3 things I wouldnt mind addressing.

1 - Mailing list optional for powerusers who want notifying on planned maintenance etc. so know ahead of time if problems going to occur.

2 - Easier escalation of faults, the india call centre is very diffilcult to communicate with the staff, not just language barrier but them seemingly to be poorly trained and not been able to handle a problem where the fault is at ntl side.

3 - Timetable for upgrades in areas, Leics still has largely a analogue only tv service and some area's like my sister's can not even get broadband, some news on this would be great.

[Bob]

Well done guys - lets hope they actuallt act on what is discussed

[obvious]

When we met with them a couple of years ago it was all very friendly but the biscuits could have been better.

Peter Wilcock used to be NW Business Unit MD or something but is now MD Central Operations and Business Improvement so it sounds like you'll be talking to the right people. It will be interesting to see if they'll comment on the recent choices of other ISP's to go 'unlimited' and/or increases in usage allowances. Where does ntl stand on capping now? If they bring it in, aren't they worried that people will think its a cynical move to prevent customers from choosing their own VOD and VOIP providers while ntl prepare their own products which will presumably be bandwidth exempt? When it comes to bandwidth I hope ntl dont think they can get away with pretending to 'manage scarcity' (which can seem to be more lucrative) rather than 'delivering abundance' !

It's not all about capping of course but someone had to mention it.

[Charlie_Bubble]

How about telling them that they might pick some more customers up if they unbundled the phone and TV?

are you sure he wasnt just talking to himself

[Roy MM]

Originally Posted by Nemesis

Over the last few weeks we have been talking to Simon Duffy (NTL CEO), in regards to a Customer Service Article that we intend to publish in the near future on this site. Some other aspects of Customer Service were discussed with examples given of Customers who had nowhere to turn.

Out of the blue Simon Duffy requested that Mick and I meet with him and Peter Wilcock.



This meeting has been arranged for tomorrow afternoon 2:00 in Manchester.

We will be bringing up several issues with Customer Service, amongst other things and have a hefty agenda to get through.

We hope that we can forge links with ntl to address many of the problems you, as customers are having, and the problems we can see from an overall point of view.

Please be assured that any examples taken from the CF database will NOT include any personal details of the posters, just the subject matter.

We will obviously let you know the outcome of this and any further meetings.[/color][/size][/font]

[/left]

Just hope no money changes hands, no seriously hope thigs go great.

[Shaun]

Originally Posted by Russ D

Let's make this clear - there will be no discussions about buy-outs of websites

I should bloody well hope not after last time!!

If you can forge some links that would be great, afterall it'd benefit all the members (present and future) if you could get back a list of willing contacts in the upper esherlons of Ntl again.

But.....and you knew there would be one..........."once bitten twice shy"...........I hope

*wonders how Frank and Neil feel over this?

[greencreeper]

Originally Posted by Russ D

Let's make this clear - there will be no discussions about buy-outs of websites

Ah - so it's already decided then

Well it's good to see the powers-that-be communicating with lesser mortals, though for what ends, the cynic in me wonders.

[Raistlin]

People keep alluding to "Last Time", I guess I missed a whole chapter of CF's history somewhere along the line.

Is it recorded anywhere or would somebody care to enlighten me (if it's not too sore a point that is)?

[Tezcatlipoca]

Originally Posted by Raistlin

People keep alluding to "Last Time", I guess I missed a whole chapter of CF's history somewhere along the line.

Is it recorded anywhere or would somebody care to enlighten me (if it's not too sore a point that is)?

nthellworld/CF history - http://www.cableforum.co.uk/board/sh...ad.php?t=12374