Proposal for a "Customer" Panel

[Florence]

Originally Posted by icanadvise

Imo its clear that Socaible and I are talking about the same Peter, and its not Peter w ;-)

Reorganizations at NTL = job cuts so the idea that after a reorganisation we will discover a saviour is nonsense.

If that person hasnâ₠¬Ã¢â€žÂ¢t come forward in the past two years then they are unknown and untrusted to the members of these forums. What did the past bring †“ most recent was Ash G, before that Tim ? who was such a prolific poster?

If you want known and trusted the list just got shorter.

I would hope that if someone from NTL came here to try and help build bridges between customers and managment they would be given the chance to prove themselves. Most are willing to try and give NTL the benefit. I really would like to see something happen that makes it better for customers. The staff also need to be happy and know what they are doing. A trust between customers and staff needs to be rebuilt. I really do find most staff to be really friendly and helpfull. I do go by how they talk to me I do a mystery shop job where I have to monitor how customers are greeted by staff. It is really good when you have someone who is polite and helpful.

[rodd]

It is hard to see ntl starting to listen to .co.uk, when ntl didn't even listen to their own site, .com, which spent years telling ntl about their faults that were never corrected.

If ntl wanted to start talking to a feedback site and build bridges, surely ntl would reopen ntl's own feedback site, and talk to that site.

It just doesn't make sense to me, of there being a situation of .com being kept closed, but ntl talking to the offshoot, .co.uk. There is no logic to it, why would ntl do that.

Were such a peculiar situation as the above, to happen, and someone from ntl did talk to us, I'm sure he would be treated on merit and given a chance, as Ash G and Tim R were. Though many would be sceptical of how productive it would be, and perhaps even of ntl's motives.

[Florence]

Originally Posted by rodd

It is hard to see ntl starting to listen to .co.uk, when ntl didn't even listen to their own site, .com, which spent years telling ntl about their faults that were never corrected.

If ntl wanted to start talking to a feedback site and build bridges, surely ntl would reopen ntl's own feedback site, and talk to that site.

It just doesn't make sense to me, of there being a situation of .com being kept closed, but ntl talking to the offshoot, .co.uk. There is no logic to it, why would ntl do that.

Were such a peculiar situation as the above, to happen, and someone from ntl did talk to us, I'm sure he would be treated on merit and given a chance, as Ash G and Tim R were. Though many would be sceptical of how productive it would be, and perhaps even of ntl's motives.

Before NTL had control and was slowly about to stop the freedom of speach part the discusions.

Now they have no such hold they are back to before they took control of .com. When customers have problems they are very vocal its a shame when things are going well most never say anything but this is all ISPs not just NTL.

[icanadvise]

Originally Posted by rodd

It is hard to see ntl starting to listen to .co.uk, when ntl didn't even listen to their own site, .com, which spent years telling ntl about their faults that were never corrected.

If ntl wanted to start talking to a feedback site and build bridges, surely ntl would reopen ntl's own feedback site, and talk to that site.

It just doesn't make sense to me, of there being a situation of .com being kept closed, but ntl talking to the offshoot, .co.uk. There is no logic to it, why would ntl do that.

Were such a peculiar situation as the above, to happen, and someone from ntl did talk to us, I'm sure he would be treated on merit and given a chance, as Ash G and Tim R were. Though many would be sceptical of how productive it would be, and perhaps even of ntl's motives.

First three paragraphs - spot on.

Look earlier in this thread to see how Peter was treated on merit

Originally Posted by etccarmageddon

It's still a shame though that Peter is inviting people to join 'trials' but ignoring this forum - at the end of the day, it's the members of this forum who miss out - NTL staff should remember that the members of this forum are no different to members on the other forums - ie they all have something in common - they are customers.

So he cannot choose which forum he joins?

Originally Posted by Bigtone

I really think ntl should be sorting out their current
services rather then introducing new ones,it stinks
of politics and pettyness why a product
manager has decided to ignore customers here,its a typical
ntl attitude,putting politics first before customers.

From someone who a few posts earlier said

Originally Posted by Bigtone

Whose Peter?

and along the way added

Originally Posted by Bigtone

Hmmm ntl now decide to get involved with user
forums except this one, politics.......its the reason why ntl is in a sour
state by putting politics first before its customers,development
my behind,but we already know what happens when ntl gets involved
with forums don't we??? pah.

[icanadvise]

Originally Posted by erol

With respect Russ that just sounds like 'if a first you do not sucseed - give up'.

Maybe NTL will not listen. Maybe they will BS you. Does that mean that users should not keep on trying to get them to address their issues jointly and directly?

Sure NTL will do what NTL wants - do users do any different? The whole objective is to try and find win - win senarios and convince the right people of the case. If you get fobbed off - keep trying. If they BS, you respond not in kind but with ever more reasoned and refined arguments. Keep on trying. That way you have a chance, however small, of effecting change. Decide that there is no point - attack NTL at any opportunity - slate any attempt NTL makes to interact with it's users unless it's on your terms - and you have no chance imo of effecting change.

I bookmarked this post and find it very astute.

I wonder if this site is not shooting itself in the foot with threads like this http://forum.nthellworld.co.uk/showt...572#post146572

In parallel other sites like ntlhell and chetnet have gone about their business, worked with ntl and set up Technology Trials forums like this http://www.chetnet.co.uk/portal/forum/index.php?c=6 announced today.

The ntlhell one is for members only and has been around for a while.

[Russ]

Originally Posted by icanadvise

In parallel other sites like ntlhell and chetnet have gone about their business, worked with ntl and set up Technology Trials forums like this http://www.chetnet.co.uk/portal/forum/index.php?c=6 announced today.

You seem to forget that Chetnet is moderated by one of NTL's directors, plus the fact they did offer users of this site the opportunity to get involved with the Technology Trials.

Last but not least don't forget that the team here at .co.uk have already tried working with NTL over on .com, and look where that got us.

[Frank]

Not to mention the fact that the thread referred to is a joke. It would appear that some people need to get a sense of humour.

That thread is hardly representative of the whole site, is it?

[icanadvise]

Originally Posted by Russ D

You seem to forget that Chetnet is moderated by one of NTL's directors, plus the fact they did offer users of this site the opportunity to get involved with the Technology Trials.

That would be "ex" Russ he doesn't work for NTL HOME any more ;-) see post 120 in this thread

Interesting observation - †œplus the fact they did offer users of this site the opportunity to get involved with the Technology Trials.ââ‚à ‚¬Ã‚ÂÂ�

But we arenââ‚ ¬Ã¢â€žÂ¢t talking about just †œgetting involvedââ‚à ƒâ€šÃ‚¬Ãƒâ€šÃ‚ÂÂ� the setting up of dedicated forums is a whole different ball game and shows initiative from those other forums.

I also donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t think we are talking about †œTechnology Trialsââ‚Ã⠀šÃ‚¬Ãƒâ€šÃ‚ÂÂ�. Read the definition of Technology Trials on Chetnet because they very DEFINITELY arenââ‚ ¬Ã¢â€žÂ¢t the same as Newsgroups and Broadband Medic.

So Iâ₠¬ÃƒÆ’¢â€žÂ¢ll ask a few more questions:

Where on this forum does someone from NTL †œoffer the opportunity to set up a Technology Trials Forumââ‚ƚ¬Ã‚ÂÂÂ�?

Or, was this offer made in private to the Admin Team here?

If it was made †œin privateââ‚à ‚¬Ã‚ÂÂÂ� why donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t we have Technology Trials Forums here?

Did the Admin Team here decline to co-operate with NTL, and if so when did this happen?

Why weren't the members told?

Why isn't this site following this initiative?

[Russ]

Originally Posted by icanadvise

That would be "ex" Russ he doesn't work for NTL HOME any more ;-)

Peter McKain no longer works for NTL? That's news to me.

Originally Posted by icanadvise

Interesting observation - †œplus the fact they did offer users of this site the opportunity to get involved with the Technology Trials.ââ‚à ‚¬Ã‚ÂÂ�

But we arenââ‚ ¬Ã¢â€žÂ¢t talking about just †œgetting involvedââ‚à ƒâ€šÃ‚¬Ãƒâ€šÃ‚ÂÂ� the setting up of dedicated forums is a whole different ball game and shows initiative from those other forums.

I also donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t think we are talking about †œTechnology Trialsââ‚Ã⠀šÃ‚¬Ãƒâ€šÃ‚ÂÂ�. Read the definition of Technology Trials on Chetnet because they very DEFINITELY arenââ‚ ¬Ã¢â€žÂ¢t the same as Newsgroups and Broadband Medic.

NTL are weary of working with us as it's been tried in the past on .com. We saw what they're like.

Originally Posted by icanadvise

Or, was this offer made in private to the Admin Team here?

See above.

Originally Posted by icanadvise

Did the Admin Team here decline to co-operate with NTL, and if so when did this happen?

Were you not aware that the majority of the admin team here used to be admins on the NTL-owned nthellworld.com? And Peter Mckain IIRC used to post here but then decided not to.

Originally Posted by icanadvise

Why isn't this site following this initiative?

We've tried, by jumping jiminy jacob we've tried.

[Frank]

Originally Posted by icanadvise

But we arenââ‚ ¬Ã¢â€žÂ¢t talking about just †œgetting involvedââ‚à ƒâ€šÃ‚¬Ãƒâ€šÃ‚ÂÂ� the setting up of dedicated forums is a whole different ball game and shows initiative from those other forums.

Really? Sorry we're so uninnovitive.

Originally Posted by icanadvise

Where on this forum does someone from NTL †œoffer the opportunity to set up a Technology Trials Forumââ‚ƚ¬Ã‚ÂÂÂ�?

Where on any forum does ntl officially offer this opportunity? AFAIK, all these "opportunities" are made available to visitors of said forums by ntl employees on a personal basis under their own initiative.

Originally Posted by icanadvise

If it was made †œin privateââ‚à ‚¬Ã‚ÂÂÂ� why donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t we have Technology Trials Forums here?

It may have escaped your attention, but Chetnet is a dedicated Cable Modem website. As such, Internet Technology trials are very relevant to their website. This site, however, has a much wider remit in that it covers all ntl product lines and their "customer service". So in my personal opinion, we don't have any Technology Trials Forums on this site because our visitors haven't asked for one, and because all those ntl employees on "other sites" do not post on this site.

Originally Posted by icanadvise

Did the Admin Team here decline to co-operate with NTL, and if so when did this happen?

I think you'll find it was the other way around when ntl decided to close down nthellworld.com without bothering to get the opinions of any of the admin team.

[Starsurfer]

Originally Posted by Keyser

Where on any forum does ntl officially offer this opportunity? AFAIK, all these "opportunities" are made available to visitors of said forums by ntl employees on a personal basis under their own initiative.

And for this we are grateful

Originally Posted by Starsurfer

And for this we are grateful

Not all of you are. I can state that as fact.
As was pointed out to me this week this sites name is NTHELLWORLD and I should take that into account.

[Chrysalis]

I went there but there is no way to register for the trials, I assume this means they closed shop now on new registrations?

[rodd]

Originally Posted by icanadvise

.........
Look earlier in this thread to see how Peter was treated on merit
...................

Members were under the misapprehension that Peter was officially representing ntl, that was making an unmerited snub on this site, an offshoot of .com that ntl had just closed. It was clarified later, that Peter was under his own steam, and IMO, being aware of ntl's sensitivities towards us, went elsewhere first. That's my take on it.

This site does in fact speak and make communication with ntl, with the likes of ntl members that join the site, (such as the 'on merit' discussion in the cap thread) and only just recently by email to ntl, which NTL responded with a reply that loosely said, 'off.

The site was (in diplomatic speak) open and forthright in the next email. Good British diplomacy at it's best!

This site is communicating with ntl, but better communication is achieved, the stronger you are, and this site is in the process of getting bigger and stronger. We haven't given up.... we will be back, in good terminator style.

[icanadvise]

Originally Posted by Keyser

I don't know about willing, but we can definitely find the person who can help us with this idea. It's not a bad idea at all, and hopefully we can get something off the ground soon.

Any recent progress?

Has anything changed recently at NTL that might help this along?