Time to SORT the network ntl

Originally Posted by scrotnig

If Neil's defending ntl then it MUST be a strong argument!

He's right though. With any company, you need to report a fault. You can't ring up and say 'oh by the way my service hasn't worked for six months, please refund all my money'. You have to let the firm know. No other company is any different.


It is, but that doesn't mean people will give crap advice just because it's what someone wants to hear.

Wow, so many flames.... lol

Whilst I appreciate that sometimes you do need to call TS, other times you just get nowhere, like recently when I got through to TS in India.

The helpfulness I was referring to was help / assistance by Ignition who is was and still is very knowledgable.

[Chrysalis]

Obviously the people flaming me and kits have no experience of tech support in india.

I repeat, there is no fault reporting procedure in india tech support.

[scrotnig]

Originally Posted by Tuftus

Wow, so many flames.... lol

Whilst I appreciate that sometimes you do need to call TS, other times you just get nowhere, like recently when I got through to TS in India.

The helpfulness I was referring to was help / assistance by Ignition who is was and still is very knowledgable.

I'm not flaming, I'm just telling some home truths. I know it isn't always easy reporting faults, certainly not with technical support if you get through to India, but my point is simply thus: if a customer chooses not to report a fault, they can't expect any compensation or refunds. It's as simple as that.

As I said elsewhere, I'm only the messenger, please don't shoot me.

[Derek]

Originally Posted by Chrysalis

Obviously the people flaming me and kits have no experience of tech support in india.

I experienced it from a customer and a staff side a large number of times. I know exactly how good and bad some of the staff there are.

Originally Posted by Chrysalis

I repeat, there is no fault reporting procedure in india tech support.

Yes there is. Whether all the staff adhere to it is another matter. Whether all the Swansea based staff adhere to it is also another matter.

Regardless of whether it is a good idea or not (and for the record I think it is a bad idea) this wasn't done overnight.

Originally Posted by scrotnig

I'm not flaming, I'm just telling some home truths. I know it isn't always easy reporting faults, certainly not with technical support if you get through to India, but my point is simply thus: if a customer chooses not to report a fault, they can't expect any compensation or refunds. It's as simple as that.

As I said elsewhere, I'm only the messenger, please don't shoot me.

I have had enough home truths for one day....

Who said anything about shootings btw???

Originally Posted by Kits

Well tonight NTL are crap

I am dropping the internet for a few secs sometimes mins but to drop the internet 11 times since 19.30...





I would like an internet connection that is reliable not one thats on the verge of falling apart.

Today my son said he was getting pings of 700+ to the server he uses all the time with his clan. This server was always 50 or below unless I was downloading or listening to a radio stream when his max was 200.

I can't see NTL surviving any upgrades like BT and Telewest with the network in such a neglected state.

Mines been dropping for the last 2 months, I've had a a engineer out and he said there is nothing wrong with the modem or the network I'm looking at going over to BT within the next few weeks if the price is right.

[Florence]

Originally Posted by Stuartbe

I think that Neil is trying to say that if no-body reports these problems to NTL then they are going to think that all is hunkey/dorey...

Trouble is that if evryone reported every fault every time the NTL phone system would draw so much power that every lightbulb in the world would dim and the phone system control box would go nuclear and the world would see a very large mushroom cloud in the air !

The people on the site can only cure the symptom and not the cause of the problem. Only NTL can do that - if they feel like it of corse (bless em)

I find coming here and asking or saying what is happening normally gets sorted better than calling the new tech support line. Swansea gets my vote I had a good service once I was answered and I would rather wait online and have the fault sorted than have the phone answered immediately and left for 2 days to just arrange an engineer from CS(in the UK). I totally refuse to call India again.

[Chrysalis]

Originally Posted by Kits

I find coming here and asking or saying what is happening normally gets sorted better than calling the new tech support line. Swansea gets my vote I had a good service once I was answered and I would rather wait online and have the fault sorted than have the phone answered immediately and left for 2 days to just arrange an engineer from CS(in the UK). I totally refuse to call India again.

ignition and monkeybreath have done a much better job then india tech support ever have.

[Florence]

Originally Posted by Nidge

Mines been dropping for the last 2 months, I've had a a engineer out and he said there is nothing wrong with the modem or the network I'm looking at going over to BT within the next few weeks if the price is right.

Nidge why not post the modems up and downstream information in here so we can see what the levels are.

tonight has been bliss no drops since 7.59 AM

Downstream Receive Power Level : 7.96 dBmv
Downstream SNR : 32.53 dB
Upstream Transmit Power Level : 44.00 dBmv

still no different from when it was dropping the internet all night.

[Ignition]

Originally Posted by Chrysalis

ignition and monkeybreath have done a much better job then india tech support ever have.

Not really that surprising, it's not my job to do these things and I do because I try to be helpful. I can give every issue I take on my personal attention and pull strings.

Much as though I appreciate the complement it's grossly unfair, I also do better on the odd issue I've picked up than TSB Swansea do in the vast majority of their cases, doesn't mean they are no good, just that I have more access to people and technical resources to get things done, as well as dealing with far far less of them.
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Originally Posted by Kits

I find coming here and asking or saying what is happening normally gets sorted better than calling the new tech support line. Swansea gets my vote I had a good service once I was answered and I would rather wait online and have the fault sorted than have the phone answered immediately and left for 2 days to just arrange an engineer from CS(in the UK). I totally refuse to call India again.

Those people (me being one of them) who've had bad experiences from Swansea (in my case 3 phone calls over 5 days just to get an engineer visit, even though I diagnosed my own issue as faulty modem + asked for another one and that was all) would disagree with you.

My issue was entirely unacceptably dealt with by TSB. 3 phone calls, ran through all the procedures like a good boy each time, was told an engineer would be visiting all 3 times and each of last 2 times that no engineer visit was shown on records.

This was eventually sorted by a call to Winnersh, my local office, who informed me that (surprisingly) no engineer was booked. They booked one and gave me a time straight away. Engineer came, took power readings, and surprisingly changed modem.

To say the India office is no good due to one bad experience is crazy. I could have despised the TSB after the appauling service I received from them, however these things are a sad fact of life.

Until you are going to start helping yourself properly by calling TSB to report these faults I am not going to give you any more help on here. I am here for those whose issues either aren't getting sorted by the normal means or can't be sorted by the normal means. As a compliment to the normal way things run, not a replacement.

In short, try to help yourself and I will help you!

Originally Posted by Ignition

SNIP

[Stuart]

Originally Posted by scrotnig

If Neil's defending ntl then it MUST be a strong argument!

He's right though. With any company, you need to report a fault. You can't ring up and say 'oh by the way my service hasn't worked for six months, please refund all my money'. You have to let the firm know. No other company is any different.

True. That's one of my biggest bug bears where I work. We have a team of 5 full time exployees maintaining "labs" containing over 300 pcs. Occasionally, something goes wrong with one (or more) of the pcs, but if no one reports it, then we don't necessarily know there is a problem. Automated systems can only test so much (even assuming NTL uses automated testing systems). I personally would rather a problem was reported multiple times than not reported at all. It's flipping irritating to hear a student say "This PC is not working. It's not been working properly for several weeks".

The fact is, (as I have said before) if NTL know about a problem, they can fix it (and probably within a few hours). If they don't know, they won't fix it.

[Jip]

I've been having the same problems recently, after ignition doing something to my UBR(?), it was ok for a few nights, its not back to its worst. I'm waiting for the speed increase and if they service isn't satisfactory i will be moving to ADSL.

[absl]

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Sorry, the 'claps' were meant to go to post #70 !