*All* ntl 10meg Discussion (part 2)

Originally Posted by david.ewles

I run http://www.dslreports.com/tweaks

I click on start when It finishes I click on Results and nothing happens, any ideas?

I have to turn off Zone Alarm to get my results to show.

[Scopeuk]

stop and take a moment to consider this cs/tech suport/every other ntl call centre you guys have hammered the staff are by now probably throughly ticked off about having (semi)irate customers phoneing repeatedly and asking the same question (all the parents amongst us consider the are we there yet thing) and they are now probably feeling quite resistant to helping any one (even if you are polite) and being rushed off there feet there gonna have no chance to read there emails and get up to date with what is acctually happening your hurting yourself's as well as the staff is my point
my doctors put it best "please note due to a general shortage of robots we use human staff, please be aware they may respond unpredicatably when abused"

[DocDutch]

Originally Posted by Scopeuk

stop and take a moment to consider this cs/tech suport/every other ntl call centre you guys have hammered the staff are by now probably throughly ticked off about having (semi)irate customers phoneing repeatedly and asking the same question (all the parents amongst us consider the are we there yet thing) and they are now probably feeling quite resistant to helping any one (even if you are polite) and being rushed off there feet there gonna have no chance to read there emails and get up to date with what is acctually happening your hurting yourself's as well as the staff is my point
my doctors put it best "please note due to a general shortage of robots we use human staff, please be awae they may respond unpredicatably when abused"

Amen mate all support people are still people and not robots

[DivideByZero]

Originally Posted by Scopeuk

there gonna have no chance to read there emails and get up to date

Weak argument. They should read their email and be up to date with what's going on BEFORE they even start to take calls, otherwise, they're just giving us yesterday's news. If a new important looking email comes in from a manager or team leader, you take the time out to read it after the current call. After all, it's important and could impact what you're going to say to the customers in your later calls.

Maybe they do dislike customers phoning and asking the same questions all the time, but maybe that's because they can't give the same answer consistantly and as a result, people have to call multiple times to get the whole story.

I'm sure that the majority would not need to call back, if they would just say if the upgrade is available in our particular region yet, or better yet, put up a web page (like this) that tells us if it's available yet.

[edit]
By the way, I worked in tech support for a number of years, so I know how those guys are probably feeling with all this. But I also know the way you get people to stop coming back to you with things like this is to keep them informed. Even if people don't fully understand the answer that they're given, they will be happy that they got an answer (At least, that was my experience).
[/edit]

[Scopeuk]

its a valid point but from what ive read earlier on in this topic ntl dont set aside any time withing the shift to allow staff to read emails.
any way the webpage is a fantastic idea in my opinion.

[sneaky]

I phoned yesterday and was told it depends on the modem i have as to whether it will work or not

As i only came back to NTL in August he said it should be ok - i got a little blue thing - not sure of make/model

while on the phone it went through
speeds were up and down for the first hour but now going fine!

Speedtests for me show:
http://www.adslguide.org.uk/tools/sp...2f5fde78b8fe1e

my mate phoned up who lives just down the road and was told there was no way he could have it

strange thing is, he uses his service a lot more than me - their not looking at your usage before they decide if you can have it or not are they as i only use about 10-15Gb a month where as my mate uses 20Gb a week?

by the way in from the AL10 area in Herts

Thanks NTL!

[orangebird]

Originally Posted by Scopeuk

its a valid point but from what ive read earlier on in this topic ntl dont set aside any time withing the shift to allow staff to read emails.
<snip>

No, they don't.

And would people stop calling in three or four times because they didn't like what they heard the first or second time??

[Dark Drums]

Some people on here really need to grow up. The whole "Johnny's got it, so I want it"/I want it now!â₠¬Ã‚Â� attitude is becoming tedious. Is it so much of a problem to wait that little bit longer?

Maybe consideration is a little too much to ask for

[Scopeuk]

my persoinal oppinon (after consulting my 5 year old assistants j/k) is that people will still phone repeatedly regardless of if there told the right thing from the start if they dont belive/want to belive it maby they should jsut be redirected automaticaly to an ansewrign machine with a continuos loop of "its not with you yet so p**s off" and leave cs and ts to get on with sorting real problems and dealing with productive clients

[Lakin]

Does anyone know if upgrading to this 10mbit (from 3mbit) will lock me in to a new 12month contract? Mine expires soon and I dont really want to be locked into one isp for another year.

[Scopeuk]

afaik changing teir does not affect your contract

[TracerTong]

HI,
I tried to upgrade from the 3mb to 10mb via the NTL upgrade page and go this message...

Unable to upgrade your connection speed

We are sorry that your current package or connection speed is not appropriate for an online speed upgrade.
Please call customer support on 0800 052 2000 for further assistance with changing your service level.

I'm using a Terayon TJ210 CM in the Glasgow area (Yoker)

Does this mean that my area hasn't the 10mb yet?
I phoned CS and they say it is -slowly- getting rolled out over the next couple of months. And the CM was ok in tests for the 10mb.

I hope this hasnt been asked before.

[orangebird]

Originally Posted by Lakin

Does anyone know if upgrading to this 10mbit (from 3mbit) will lock me in to a new 12month contract? Mine expires soon and I dont really want to be locked into one isp for another year.

No, it won't lock you into another contract.

[Scopeuk]

alot of 3 meg people have had this but some have also got the upgrade
it probably has more to do with being on top tier already than your area not havign been upgrade (this doesent mean that your area as has been preped for this upgrade just that it doesent say either way)

[Paul K]

Originally Posted by Dark Drums

Some people on here really need to grow up. The whole "Johnny's got it, so I want it"/I want it now!â₠¬Ã‚Â� attitude is becoming tedious. Is it so much of a problem to wait that little bit longer?

Maybe consideration is a little too much to ask for

Good post Obviously for some the word consideration or patience can be a little alien, currently I'm not sure when the upgrades will happen for us here but I'm not about to lose sleep over it as
a: it's free
b: it won't affect how I use my BB connection
c: I know that NTL take time to roll these things out

Obviously I wouldn't mind the extra speed right now but what I haven't got I can't miss