[Merged] Tech Support to be charged at 0871 rate from 8 May

[Derek]

Originally Posted by acoolwelshbloke

The moment I have to pay for a call because of my broadband or modem developing a fault I will simply call to cancel!

Would you cancel Sky if that developed a fault as well?

[handyman]

Originally Posted by Frank

Questions to consider:

1. What is the callback SLA? Does one exist?
2. Will the performance of this new system be publicised?
3. When are we going to see something like this? http://portal.plus.net/supportpages.html?a=212
4. How are the correct CSRs going to be calling back the customer if they don't know what the customer is calling about?
5. Will the "call-back" be in operation from day 1, on all ntl contact numbers?
6. Are the "new" ntl going to bring support back into the uk as part of this new policy?

Even Ebuyer can provide simple stats on their customer service on this page http://www.ebuyer.com/customer/help/...Y29udGFjdF91cw==

Come on ntl its not hard.

---------- Post added at 11:28 ---------- Previous post was at 11:25 ----------

Originally Posted by HD462

rental £4.28 a month....shows how much they've gone up over the years.

This is how I was 'sold' it The said it was half the bt cost for line rental and that the bills would be 20% less. Which they where initially. The analogue tv was also much better than sky analogue and was only £11.99 per month.

Originally Posted by dezzo

Would you cancel Sky if that developed a fault as well?

No because sky don't charge me 10p per min & I know it will get resolved first time with sky!

This is not the case with NTL.

Also why would I need to call sky if I have a fault?

The sky equiptment is mine, I paid for it, it is not under any warranty with sky etc....

If my sky equiptment developes a fault I replace it myself!

That way I am never without a service, and I know I am getting equiptment that is fast and reliable not to mention I do not have to have a phone line with it adding a charge of over £120 a year like NTL force you to do if you have their tv service. With NTL it is their equiptment that I am paying a rental for which is all bunddled into their monthy subs. so why should I be forced to pay to report a fault with their equiptment?

Just to add in the 10 months I have been with NTL I dread to think how much phone charges I would have incured due to NTL's screw up's! it would have to be in the regeion of £50+ and I am not making that up!

For the last five months NTL have made several billing errors on my bill! Why on earth do you think I should ever have to pay for that?

[etccarmageddon]

the faults with the NTL 10meg service appear to be related to the network being faulty rather than your local equipment.

[Derek]

Originally Posted by acoolwelshbloke

No because sky don't charge me 10p per min & I know it will get resolved first time with sky!

It will? There have been plenty of people who have had problems with Sky. In fact I think it was Bill C who took 3 or 4 visits before they managed to get his service working.
Mine took 2 and since then I've had to call them 3 times this year with problems with my Sky+ box.

Originally Posted by acoolwelshbloke

This is not the case with NTL.

It has been for me and for the majority of their customers.

Originally Posted by acoolwelshbloke

Also why would I need to call sky if I have a fault?

If you are within the 1st 12 months of your contract you are covered for faults with the equipment.

Originally Posted by acoolwelshbloke

The sky equiptment is mine, I paid for it, it is not under any warranty with sky etc....

If you have a local company that does satellite equipment servicing and installtion fine. If you want to call 1 number to report faults and get someone out you are going to call the ones listed in the Sky magazine.

It's still a fault with NTL's equiptment!

---------- Post added at 12:07 ---------- Previous post was at 12:04 ----------

Originally Posted by dezzo

It has been for me and for the majority of their customers.

I'm not even going to waste my time explaining this one, the posts on this forum board alone speaks for itself!

Originally Posted by acoolwelshbloke

No because sky don't charge me 10p per min & I know it will get resolved first time with sky!

Do you want to see my phone bill for the last month for all the calls to sky to fix my problem. In all it took 16 calls over 1 month for them to fix the crap install they carried out and and to fix the lies they then told me. Outcome 6 months all channels at half price as a sorry and a complete reinstall. Soon as the 12 months are up i will dump them completely.

You are the only one on here who has had that much of a bad experience with them as far as I have seen, I know loads of people who have sky for years without problems.

I don't know anyone who has had NTL for years who can say the same!

Don't get me wrong, yes there are customers of sky who have had problems. Sky are not faltless!

My sister has had sky+ via two digiboxes since it originally launched and only one box was replaced!

Originally Posted by dezzo

It will? There have been plenty of people who have had problems with Sky. In fact I think it was Bill C who took 3 or 4 visits before they managed to get his service working.
Mine took 2 and since then I've had to call them 3 times this year with problems with my Sky+ box.

It has been for me and for the majority of their customers.

If you are within the 1st 12 months of your contract you are covered for faults with the equipment.

If you have a local company that does satellite equipment servicing and installtion fine. If you want to call 1 number to report faults and get someone out you are going to call the ones listed in the Sky magazine.

I cannot wait to finish the 12 months so i can dump sky for ever. They are the worst company i have EVER had dealings with.

You don't need to wait the 12 months, you can downgrade to the min package and give notice!

That is what I would do if they were so bad.

I would then sell my digibox on ebay to make back any money I had to pay out to sky for ending my contract early!

But let me guess, they ain't that bad right?

[etccarmageddon]

Originally Posted by acoolwelshbloke

You are the only one on here who has had that much of a bad experience with them as far as I have seen, I know loads of people who have sky for years without problems.

I don't know anyone who has had NTL for years who can say the same!

Don't get me wrong, yes there are customers of sky who have had problems. Sky are not faltless!

My sister has had sky+ via two digiboxes since it originally launched and only one box was replaced!

the best and most accurate way of judging SKY and NTL's success is probably in the subscriber numbers and churn numbers. they both have millions of customers so by default must have millions of happy customers!

for every extremely irate sky+ customer like Bill there's probably a similar NTL customer here irate about 10meg - swings and roundabouts.

If memory serves me right sky had 7 million and NTL had 3!

that just goes to show who provides a better service in my opinion. Ok I know NTL have just merged with another company so they can now say they have about the same!

But then again we all know how easy it is to fiddle the figures don't we!

[Derek]

Originally Posted by acoolwelshbloke

I don't know anyone who has had NTL for years who can say the same!

Me for one. And when I worked there you would get plenty of calls from people who the last note on their account for any reason was 2-3 years ago.

Originally Posted by acoolwelshbloke

If memory serves me right sky had 7 million and NTL had 3!

that just goes to show who provides a better service in my opinion. Ok I know NTL have just merged with another company so they can now say they have about the same!

I think Sky covers a bigger area. Therefor by area coverd alone they will have more customers ?

Even when they have merged they will still have a smaller area.

[Derek]

Originally Posted by acoolwelshbloke

If memory serves me right sky had 7 million and NTL had 3!

that just goes to show who provides a better service in my opinion. Ok I know NTL have just merged with another company so they can now say they have about the same!

Funnily enough Sky cover the whole of the Uk. Ntl/Telewest do not.

I'll give you one guess who has more customers in cabled areas though.

I'll give you a clue. It isn't Sky.