Its official today NTL and BT are named and shamed

[Paul K]

Originally Posted by APS

If you read the Which PR story you will also see that either Chimaera heard wrong or GMTV misreported the statistic. The Which site says only 21% of NTL customers were "very satisfied"..not unhappy.

APS

It was misquoted this morning by the woman who supposedly carried out the survey and represented Which on GMTV. Not the first time that a Which representative has given incorrect information during an interview (they messed up during a piece about car seats earlier this year). Chimaera gave the information that was quoted during the first interview on GMTV this morning, the press release wasn't available at that time (I looked for it to try and give a source for the information posted in the first post here).
If Which want to be taken seriously with all their surveys etc then they need to be sure they are giving full and correct information whenever they are asked for quotes etc.

[themelon]

Which are clearly muppets all along, for years they have slated Vauxhall cars, all along I have ignored them and never had a problem, they just pick a brand (normally a big one) they dont like, slate it and big up some crap nomarks i seem to remember them advising us all to buy protons a few years back......what happend to them? Oh they were ****e!

[Stuart]

Originally Posted by gohadz

Definatly agree that BTs CS is terrible, because them, along with Sky, are just seemingly after the money. However, for me NTLs CS has actually been helpful, which is why we stuck with them and not BT/Sky.

To illustrate this: I currently have a fault on my BT phone (the caller hears one ring and static, the phone doesn't ring). I've been on the phone to BT, and just been told that if it is my equipment at fault, I *could* be charged a £50 call out fee, and £60 to fix it! £110!..

[rogerdraig]

Originally Posted by Stuart C

To illustrate this: I currently have a fault on my BT phone (the caller hears one ring and static, the phone doesn't ring). I've been on the phone to BT, and just been told that if it is my equipment at fault, I *could* be charged a £50 call out fee, and £60 to fix it! £110!..

well if its your phone you can understand why they charge, and by the way if you check ntls T&C and they came and decided it was your equipment causing the fault, they can charge you to just they dont tell you before hand!

[Chrysalis]

Personally I find ntl's customer service quite good, probably above average, my problems with ntl lie with tech support and quality of broadband/tv service.

These survey's should be looking at more then just quality of customer services.

[Stuart]

Originally Posted by rogermevans

well if its your phone you can understand why they charge, and by the way if you check ntls T&C and they came and decided it was your equipment causing the fault, they can charge you to just they dont tell you before hand!

I do realise that, and it's around £70 IIRC..

[SLM]

Originally Posted by rogermevans

well if its your phone you can understand why they charge, and by the way if you check ntls T&C and they came and decided it was your equipment causing the fault, they can charge you to just they dont tell you before hand!

and
I do realise that, and it's around £70 IIRC..

both statements are incorrect ntl's call out charge is £25 and if it is a telephone extension fault it then becomes £25 per extension (which you do not have to have fixed therefore you will not get charged) and then it comes down to the tech if he/she wants to charge you.

[Stuart]

Originally Posted by SLM

both statements are incorrect ntl's call out charge is £25 and if it is a telephone extension fault it then becomes £25 per extension (which you do not have to have fixed therefore you will not get charged) and then it comes down to the tech if he/she wants to charge you.

Fair enough.. Lot less than £110, anyway, this is a bit off topic..

[sav112]

In truth Iâ₠¬ÃƒÆ’¢â€žÂ¢ve never had a bad word about the service I get from NTL Iâ₠¬ÃƒÆ’¢â€žÂ¢m only on the lowest TV package, 1MB BB and Phone.





But the power pack that plugs in to the socket is failing due to the wire connection at the back and Iâ₠¬ÃƒÆ’¢â€žÂ¢ve been on three times to try and get a replacement nowââ‚Âà ‚¬Ãƒâ€šÃ‚¦..Iâà¢Ã¢â‚¬Å¡Ã‚¬Ã¢â€žà ƒâ€šÃ‚¢m in IT Support and I know itââ‚ ¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s the power pack but they go through telling me your connection is working right now and what lights are on etc.



All I want is a replacement sent outââ‚Âà ‚¬Ãƒâ€šÃ‚¦..but this never gets done. The last time someone was calling me back to arrange an engineer to come out, what a waste of time all I need is a power pack posted out.



I can get it working with the old fashion jiggle it till the light comes on but slightest movement near the plug or wire and its gone.



Iâ₠¬ÃƒÆ’¢â€žÂ¢d actually be better if it failed completely as Iâ₠¬ÃƒÆ’¢â€žÂ¢m partly to blame as I donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t chase them up.

[cos]

Well I was advised by one of the Mods from this site that this site had clout of which with respect not true as ,my problems still exist dispite emailing them again today at 0930 reply none?

Regarding stats just take a look at the survey of NTL on this site and that makes pretty grim reading and somewhat tallys with which findings, so who can argue with this survey

[Derek]

Originally Posted by cos

Well I was advised by one of the Mods from this site that this site had clout of which with respect not true as ,my problems still exist dispite emailing them again today at 0930 reply none?

With respect this site has resolved a lot of Ntl customers problems when the usual channels have not worked.

Originally Posted by cos

Regarding stats just take a look at the survey of NTL on this site and that makes pretty grim reading and somewhat tallys with which findings, so who can argue with this survey

A survey hosted on a site like this would, in my opinion, always be slightly skewed towards the negative simply because a significant number of users will find and use the site when they have problems.
If you have Ntl services and are happy with them then you simply wouldn't seek out a help and advice site.

[Paul K]

Originally Posted by cos

Well I was advised by one of the Mods from this site that this site had clout of which with respect not true as ,my problems still exist dispite emailing them again today at 0930 reply none?

Regarding stats just take a look at the survey of NTL on this site and that makes pretty grim reading and somewhat tallys with which findings, so who can argue with this survey

How long have you waited since emailing the team about your problem? Not long I expect since you have only been a member here 6 days This site has a lot of success in resolving issues through NTL staff posting here voluntarily and via it's official contact with NTL. Some issues take time to sort out though.

[cos]

Originally Posted by Paul

How long have you waited since emailing the team about your problem? Not long I expect since you have only been a member here 6 days This site has a lot of success in resolving issues through NTL staff posting here voluntarily and via it's official contact with NTL. Some issues take time to sort out though.

Not long for NTL standards really 6 emails in two weeks NTLHELL will freeze over by the time they reply?

[Paul K]

Originally Posted by cos

Not long for NTL standards really 6 emails in two weeks NTLHELL will freeze over by the time they reply?

Have you listed your issues in a thread anywhere? (Not this one obviously as it would take the thread off topic) I can find posts mentioning a problem with interactive as well as "other" problems.
I would contact a team member again by PM and ask if it would be possible to be given some form of feedback on when the information was passed on to NTL, if it's a lot of problems or a serious local network problem it could take a week for them to gather the necessary information together to base their response on. Give them a decent chance before slating the team and this forums ability to resolve customer issues. The forum team and NTL staff that volunteer their time here do their best to help

[ntlrocks]

ntl: AND BT are both very upset that Which used small viewing numbers (around 857). And feel which are purely just trying to give both companies bad names to get in the press.