NTL Customer Services: Your personal experience - Page 23

djhipflask · 06-12-2003, 14:22

My Broadband internet went down yesterday at about 2pm, so I contacted NTL and was told that they were conducting essential maintenance and it would be working by 4pm. Lo and behold at 4pm the internet was not working still infact it was not working until 2pm today when I rang up customer service again.
I went through the menu system, selected the correct options, set-top box etc. and then sat in queue for 20 mins before being answered. I told the guy on the other end what was happening and told him the error out of the event log on the box. At this point he admitted to having no knowledge of set-top boxes but said he would try to send a signal to the box. On the first attempt he told me he could not reach it.
THEN on the second attempt he got a connection and suddenly the connection was working again.
He told me he didn't not know what had been wrong and in an amused voice told me that if I had waitied two more minutes instead of waiting in a queue for 20 mins the set-top box would have fixed itself. It was so obvious that he had fixed it somehow but he insisted that all he had done is sent a test signal. I know he fixed it but I hate being treated like an idiot by these people and patronised.

I Apologise for the long story but I had to get the anger off my chest somehow.

NTL customer service sucks! (No offence to anyone who works there that is good at their job but I always seem to end up with the ones who knows nothing and are smart asses)

There, Rant over!!

Gareth · 10-12-2003, 09:09

Well, I'm too late to vote on the poll, but I would have said 50/50 - I've only been with NTL for a couple of months, and have got digital TV, phone and BB.

On the whole, the service has been pretty reliable ...just a couple of occaisions when the BB has gone a bit haywire, but in all fairness, these have not always been NTL's fault (ie, the French undersea transatlantic cable that got damaged last month, etc...)

The only gripe is that it took them an extremely long time to install everything - I mean the delay between ordering (and paying!) and the engineer visiting to hook everything up. What made it even worse is that they told me they would arrive on one day, but turned up a week later. When I phoned their CS, they swore that they had always said they would come on the following week. However, the day before they finally came, I received a letter welcoming me to NTL, which said my Go-Live date was the previous week!

...they also 'forgot' to switch over my phone from BT, which required me having to phone and moan at 'em.

...plus I always have to wait at least 20 mins to get through to anybody. Bit annoying.

Oh, and I'm in Wiltshire, and don't work for NTL

**Mick** · 10-12-2003, 09:15

We have had an influx of new registrations I'll open up the poll for another two weeks, see if we can get some more votes in. Feel free to cast your vote now GDW1975.

BTW... Welcome to nthellworld.co.uk

allanprg · 10-12-2003, 09:39

Well I had trouble with my STB a few days ago. The network part stopped working. First of all it suddenly rebooted itself and then stopped working. Tv alright but no interactive content and no broadband 600K.
Rang up CS about 10 mins on phone. They said an engineer would be round the next morning. The same evening I received a call from an engineer saying they could fix it from outside. Something broke in one of their cabinets down the road. About 2 hrs after I rang, the STB middle light came on steady. Been steady ever since. The engineer rang again a few mins after the light came on. He said is everything all working now. I said yes. Working perfectly. Thanks I said. He said no problem. We won't need to come round tomorrow. I said thanks again. And that was it.
So NTL to me were very efficient. Not always the case to some people. LOL

Jason1 · 10-12-2003, 11:10

Ntl London have drove me crazy after been a customer from 3 years subscribed with two set top boxes 2 phone lines and 1mb inet connection I have had nothing but hell

in 2003 76 Faults enginners came to my house to repair a series of faults that require a cable re pull been done yet i think not My faults are as follow Pre and post RS Errors every day no SNR Signal Cm broadcast rainging fail, cm unicast rainging fails, cant get upstream lock, cant get downstream lock, My broadband connection only works for about four hours as the 2nd green light always flashes. I also believe Ntl dont have a set top box in the whole of the UK that works i ve had 13 this year alone. Onto the digital tv not worth a w*nk cant even watch 2 minutes of it without the picture freezing and then the screen going black. Every time i call cutomer services they refuse to send a install team and want to send out another faults technican to say you need a re pull. My telephone line often get disconnected as well when a new customer joins ntl they have a habit of cutting my phone line off and giving next door my line and number!!! Why i asked and was told the enginner could not be bothered to pull a new line so gave next door yours ALL IN ALL NEVER GO WITH NTL FOR ANYTHING

luftys · 31-12-2003, 21:17

Rang ntl Tech in Wales today,was only on the phone 10mins in total

That is a great time

was told I need a new Armpit(modem)

will have to wait till ntl rings with time and date,so was bored

throught go on hthell to post this,as I am waiting

ntltech32 · 01-01-2004, 22:24

1 x Telco 1 X BB 1 X DTV

Had various problems when getting rid of the phone line. called cs waited 10 - 20 mins then asked to cnacel they said fine it will be 30 days from this date etc..

39 days later still connected so ended up disc'ing it from the switch my self and then moaning at cs..

b4 i worked for them when it was cabletel had various problems with billing etc

apart from that cs are improving, they dont have any easy job. ill give them 50/50

ps i know i am an employee but we even still have problems

Marge · 02-01-2004, 00:18

Suppose I'm lucky cos if I need anything sorting I can ask one of my colleagues to help. However when I first had NTL installed I had a repeat interactive fault that I kept ringing about but nothing was done. In the end I lost my rag a bit and said it was poor they couldn't even sort out a member of staff, had an engineer round the next morning and no problems since.

Bifta · 02-01-2004, 00:37

I'll give NTL's CS a 0 out of 10000000000 on account of them (in my experience) totally manking up every single thing I've ever asked of them.

02-01-2004, 12:29

Well I've just been very unimpressed with CS.

Yesterday evening my BB and TV service died. The BB came back after a little while, but not TV (It's still not working as of 12:30 2/1/04)

So I tried to phone up to report the fault, only to be told that "We're closed on New Year's Day!"

Ye gods, what are they playing at? That's about as sensible as a restaurant closing for lunch!

At least today I got a recorded message saying "we're having problems with TV in the PO1 area" (except I'm in PO5!) but after 10 minutes of being told "our staff *really* want to deal with your problem" I got fed up and hung up.

grum1978 · 02-01-2004, 12:45

Quote:

Originally Posted by Graham

Well I've just been very unimpressed with CS.

Yesterday evening my BB and TV service died. The BB came back after a little while, but not TV (It's still not working as of 12:30 2/1/04)

So I tried to phone up to report the fault, only to be told that "We're closed on New Year's Day!"

Ye gods, what are they playing at? That's about as sensible as a restaurant closing for lunch!

At least today I got a recorded message saying "we're having problems with TV in the PO1 area" (except I'm in PO5!) but after 10 minutes of being told "our staff *really* want to deal with your problem" I got fed up and hung up.

I have just spoken to someone who deals with that area for you and the wait for faults is between 5 - 10 mins. I have pm'd you!!

02-01-2004, 20:59

Quote:

Originally Posted by grum1978

I have just spoken to someone who deals with that area for you and the wait for faults is between 5 - 10 mins. I have pm'd you!!

Thanks for that.

I finally got in touch with them just before 6:30 after holding for five minutes only to be told "to save you holding any longer, we'll take your number and call you back!"

So eventually they did, an hour and a half later!

Unfortunately they say they have to send an engineer out, but they can't send one until *Monday*!

Oh well, at least the broadband is still working.

luftys · 03-01-2004, 13:44

CS called me back 4 mins later

that was a first,thanks lads

05-01-2004, 18:15

A follow up to my previous message.

The engineer turned up this morning. First of all I was rather worried when he said "our computers are down", but fortunately he was able to phone up and get someone to send a "hit" to the box that reset it so it worked again.

I mentioned that someone had tried that before, to which he replied "oh, our system is better for this".

So the next question is, if he could do it whilst phoning up from my place, why the *HELL* couldn't they have done that on *FRIDAY* when I phoned up so I wouldn't have been without my cable channels for almost four days??

Stuartbe · 06-01-2004, 13:39

I would just like to thank you all for the best thread I have ever read. It kept me amused for hours

I only had a few long waits on the phone but my BB service has been naf for over 7 months. NTL have naver managed to fix this. I have to change proxy constantly to get any kind of web browsing.

I will have to vote 20/80