Ntl On Watchdog - Page 3

gazzae · 12-01-2006, 14:43

Quote:

Originally Posted by Bill C

Indeed i can back you up on that. Had Sky+ installed the other day. works fine and i am happy with it. However they have charged me for december even when i did not have the service. Sky's customer service has since fixed that, However the point of my post.

*********49 mins waiting to talk to a customer service agent then 20 mins to fix the problem.*************

They are taking the **** in my eyes, i hope this is not the norm for Sky's customer service levels or i will only be with them for 12 months, Or untill the NTL pvr is up and running.

What number were you calling? The Sky Customer Service number or the Sky+ Customer Service number?

12-01-2006, 14:51

Quote:

Originally Posted by gazzae

What number were you calling? The Sky Customer Service number or the Sky+ Customer Service number?

08702404040

gazzae · 12-01-2006, 15:01

Quote:

Originally Posted by Bill C

08702404040

No idea which number that is, but on your box if you go Services then telephone numbers you'll see there is a number for Sky and one for Sky+. I've found that if you call the Sky+ number you get through faster

12-01-2006, 15:03

Quote:

Originally Posted by gazzae

No idea which number that is, but on your box if you go Services then telephone numbers you'll see there is a number for Sky and one for Sky+. I've found that if you call the Sky+ number you get through faster

will remember that

takisawa · 12-01-2006, 15:53

After the NTL assault on Watchdog last night I felt that I must comment...
Maybe NTL did deserve, what was in my opinion, the rather one sided attack; but I want to post in NTL's defence.
I had problems after a contractor botched my NTL installation, NTL then spent 2 weeks sending me various new remote controls to add to my growing collection, and then failed to show for the second appointment.
I complained via this website, and by telephone, and my case was immedietley taken up by NTL's Director of Fault Management, David Earlam. He appointed his PA Claire Gwillam who wasted no time in solving my problem. She arranged for the senior technician for the Staffordshire area to visit my house and, at my convenience, and the fault was repaired.
David Earlam himself then called a week later, at 7:00pm in the evening...!!!, to ensure that everything was ok, and to inform me that they would be giving me a months free services.
And, and I'll probably regret saying this (touch wood) the service has been excellent since.
So in my experience NTL acted brilliantly.
And I have now have a fantastic remote control collection to show visiting friends and family...!!!

Paul.T

**Chris** · 12-01-2006, 15:56

Quote:

Originally Posted by takisawa

After the NTL assault on Watchdog last night I felt that I must comment...
Maybe NTL did deserve, what was in my opinion, the rather one sided attack; but I want to post in NTL's defence.
I had problems after a contractor botched my NTL installation, NTL then spent 2 weeks sending me various new remote controls to add to my growing collection, and then failed to show for the second appointment.
I complained via this website, and by telephone, and my case was immedietley taken up by NTL's Director of Fault Management, David Earlam. He appointed his PA Claire Gwillam who wasted no time in solving my problem. She arranged for the senior technician for the Staffordshire area to visit my house and, at my convenience, and the fault was repaired.
David Earlam himself then called a week later, at 7:00pm in the evening...!!!, to ensure that everything was ok, and to inform me that they would be giving me a months free services.
And, and I'll probably regret saying this (touch wood) the service has been excellent since.
So in my experience NTL acted brilliantly.
And I have now have a fantastic remote control collection to show visiting friends and family...!!!

Paul.T

I'm glad you had a positive experience, but bear in mind that Watchdog's report was only 'one sided' because NTL wouldn't put anyone up for interview.

12-01-2006, 16:23

Quote:

Originally Posted by Chris T

I'm glad you had a positive experience, but bear in mind that Watchdog's report was only 'one sided' because NTL wouldn't put anyone up for interview.

That just sums it up really then doesn't it!

Obviously NTL know they are in the wrong hense hide in the corner and keep your mouth shut until it all blows over!

Jason1 · 12-01-2006, 16:39

Quote:

Originally Posted by Bill C

08702404040

Bill Q's to get through to sky c/s have been taking to long for the last couple of months.
tbh with the software upgrade next week which usually causes more problems I cant see these q times reducing for the next month or so till then if you have not already got it use this free phone number need to press option 3 0800 731 6965

12-01-2006, 16:53

Quote:

Originally Posted by Jason1

Bill Q's to get through to sky c/s have been taking to long for the last couple of months.
tbh with the software upgrade next week which usually causes more problems I cant see these q times reducing for the next month or so till then if you have not already got it use this free phone number need to press option 3 0800 731 6965

Another good bit of info to keep

Thanks

nffc · 12-01-2006, 18:34

Our queues have been consistently 11-15 mins max wait since Xmas, from about 9am until 10pm. Not just ntl but it's the busiest period of the year as people have had new PCs, internets, stuff like that for xmas...

9083 · 12-01-2006, 21:22

This really hurts.... I've been a Senior Service Tech for 8 years at NTL and 10 years previous at BT. When I was at BT on Business most customers complaints related to CS, this is exactly the same at NTL.
When I visit a customers property I make sure everything is working as do all in-house service techs I know in the North West.
We are totally let down by Tech Support, Customer Services, installs, Sales and senior management.

Moan over i feel a lot better now.....

quadplay · 12-01-2006, 21:34

Quote:

Originally Posted by 9083

We are totally let down by Tech Support, Customer Services, installs, Sales and senior management.

See, most people in those positions would see it exactly the opposite way... Unfortunately, there are far too many people in the company who just don't care.

But I'm not going to get into my opinions on that in a public forum, and I fear we may be veering off topic somewhat!

9083 · 12-01-2006, 21:39

Quote:

Originally Posted by quadplay

See, most people in those positions would see it exactly the opposite way... Unfortunately, there are far too many people in the company who just don't care.

But I'm not going to get into my opinions on that in a public forum, and I fear we may be veering off topic somewhat!

Totally agree about the 'dont care' bit, figures are king and it always seems to be somebody elses fault or problem to fix.

As for veering off the topic isnt this what watchdog were highlighting, total lack of communication and care for the customer.

samidevils · 12-01-2006, 22:23

I sat in a que for 30 mins to Dial a fone and O2 before now and the longes ive sat in a que for NTL is about 7 mins. Which i can appriciate i guess, you dont get everything at a snap of the fingers

**Chris** · 12-01-2006, 22:30

Quote:

Originally Posted by 9083

Totally agree about the 'dont care' bit, figures are king and it always seems to be somebody elses fault or problem to fix.

As for veering off the topic isnt this what watchdog were highlighting, total lack of communication and care for the customer.

Indeed, the theme of the Watchdog item was different parts of NTL not talking to each other.