NTL Customer Services: Your personal experience - Page 37

chris1234 · 01-03-2005, 23:18

thank you for replying thanks for link usefull info there

chris

chris1234 · 02-03-2005, 23:57

About the xbox live, i rung NTL they said it would be 5 pound extra a month 2 have it... then he rechecked and now the new price is 2 quid... get a bargain while u still can,, also net works same time as xbox because sacm is a router built in... bye all

chris

daxx · 03-03-2005, 03:14

just a bit relevant if you have ever played TPP with ntl

Horace · 03-03-2005, 08:35

I've never had any problems with CS but I've only needed to use them once and that was getting broadband initally set up, it did take a while to get through but once there everything was sorted out quickly.
My own opinion on this is that there will always be certain people, especially on technical matters that have bought a pc and don't have a clue, sorry but I can't think of any other way of putting it. With broadband and the internet in general having become mass market I think any company will increasingly have to ensure their CS departments are well staffed and well financed and training is given to ensure that they can communicate well with people new to technology, be it internet or tv.
As far the billing problems are concered I guess this is down to technical and training problems and not with CS staff as such.

I have to say tho' that with CS also coming from India now I will take a packed lunch and a flask should I ever need to call them

.

Tommy2k4 · 07-03-2005, 17:15

When I first signed up for NTL broadband last year, they had spelled my name wrong on the database yet it was spelled correctly on the registration letter, which left me without internet for 2 days on the phone to CS while they tried to figure out the problem

asparak · 09-03-2005, 09:02

Generally very hit and miss. This week they have successfully taken out the SO22 post code area during their 'upgrade' and CS staff don't really have any info or give a damn about the inconvenience they are causing people who are trying to work.

petewire · 10-03-2005, 00:30

ive just joined the forums hi everyone! anyways my experience with NTL so far(touch wood) has been good always been efficent in fixing problems that i have had was very quick at installin my 2nd STB(samsung) part from that i'll put up with the slow interactive and no red button which doesent bother me as long as i can sit down n watch a good film after a hard days work or surf the internet im not bothered!

Mattitude · 10-03-2005, 06:51

Quote:

Originally Posted by petewire

ive just joined the forums hi everyone! anyways my experience with NTL so far(touch wood) has been good always been efficent in fixing problems that i have had was very quick at installin my 2nd STB(samsung) part from that i'll put up with the slow interactive and no red button which doesent bother me as long as i can sit down n watch a good film after a hard days work or surf the internet im not bothered!

Mine've been okay I guess apart from the time where I kept being given number after number (that rediected to same place) before finally being given the right one...

john smiffy · 13-03-2005, 16:11

i spent 2 hrs on to cs yesterday i tried twice as i was having trouble with e mails the first time i was told the password & my mac address was not the one for me yet i was reading it from modem in the end i got the call center to get hold hold of them and i got it sorted
but both times the tech call centers i got through to was in india and the help i was given was negligable i could have got more help from kids in local school
in the end a chap from bells hill cs got my problem sorted

pazor · 13-03-2005, 17:23

i think its bloody crap.
was having problems with loss of connection on a friends pc and everytime I called ntl i was on hold for over 1hr.
I work in a call centre for ADT and people complain when they are waiting for 3mins.
but the real kick in the teeth is when you get your phone bill and see you have been charged for being on hold.

Wolf · 17-03-2005, 21:59

ok my turn. A friend phoned cs and he asked them when his connection would be upgraded. The person on the otherside said he would activate it now, all my friend had to do was turn modem off, wait for a bit and turn back on. And like a surprise....no change. I phoned up to find out more info and i was disgusted to find out that the call centre was in another country. They guy said use as normal and we will contact you to let you know. I HUNG UP.

I'm not impressed. I had to wait until the guy could receive my response. I was talking to myself sometimes cos the delay. If i wanted to talk to someone then i would phone my mum who could have made more sense.

carlingman · 17-03-2005, 23:46

Quote:

Originally Posted by Wolf

ok my turn. A friend phoned cs and he asked them when his connection would be upgraded. The person on the otherside said he would activate it now, all my friend had to do was turn modem off, wait for a bit and turn back on. And like a surprise....no change. I phoned up to find out more info and i was disgusted to find out that the call centre was in another country. They guy said use as normal and we will contact you to let you know. I HUNG UP.

I'm not impressed. I had to wait until the guy could receive my response. I was talking to myself sometimes cos the delay. If i wanted to talk to someone then i would phone my mum who could have made more sense.

Whilst it is bad that your friend was blagged off and myself do not agree with calls being outsourced to India in fairness if you rang up on your friends behalf then you were lucky he talked to you at all if you were not the account holder.

maxtoralias · 18-03-2005, 17:59

I reported a fault with my SACM yesterday, the technical support guy did a few tests and concluded that there were problems with the modem. Appointment arranged for engineer to call today, did more tests on site and concluded that box in street was problem. Did a few adjustments , problem sorted. No fuss, no problem, did exactly what was expected. Overall, a professional service, expertly delivered. Well done!!

Wolf · 18-03-2005, 20:54

Quote:

Originally Posted by carlingman

Whilst it is bad that your friend was blagged off and myself do not agree with calls being outsourced to India in fairness if you rang up on your friends behalf then you were lucky he talked to you at all if you were not the account holder.

My call had nothing to do with his call. He phoned and got through again but this time to a scottish lady who in under a minute upgraded his connection. I get some guy in india who hasn't a clue what the hell i'm on about nor does he know what to do. ALL ANGER DIRECTED TO NTL AT THIS MOMENT!

paulyoung666 · 18-03-2005, 21:09

happy customer here , rang 150 , spent 5 mins trawling through the menus to get to t.s. and got connected instantly , and i do mean instantly

, and i got a resolution to boot from a very polite and useful gentleman , i missed his name otherwise i would have let ntl know how good and useful he was