Now i see what NThell means

OK the back ground to this sorry tale.

Since i left NTL i have had 2 dealings with Customer service, Both have not gone well. I now see why some can get upset on this forum with Ntl customer service.

OK so here we go. I have been asked to post this by my Sister and Father.

In December my sister who lives in Nuneaton phoned Ntl customer service to inform them she would be moving house in January. They put her in touch with Moves and Transfers who said they would turn up on the morning of the 26-01-2006 to install the phone and broadband in her new house " my sister has Sky+ for her TV". They would also transfer the NTL telephone line and number on that day. My sister informed them that Sky would be there in the afternoon to reinstall her TV and that Sky had told her it would be £50 if they could NOT complete the reinstall.

The 26-01-2006 came and by 3.00 o'clock in the afternoon no NTL. My sister then started to phone customer service. At 3.15 Sky turned up but would not install the sky+ and multi room as there was no telephone line. So now my sister has a £50.00 bill from Sky. 3.25 she gets through to customer service and she explains what had transpired, they inform her they know nothing about the move and that they will get the installation manager to phone her IF HE WAS NOT BUSY ?. For the rest of that day no phone call from NTL.

Friday she phones them to be told there was nothing that could be done till they had spoken to the installation manager and they would return the call HONEST ?. No call for the rest of that day.

OK so Saturday comes and she phones them again to be told there is Nothing they can do as the installation manager is not in till Monday.

Monday 9.00 am.

she phones and asks to speak to a manager. she is told that no manager is about to be able to talk to her. She explains every thing that has gone on again ? and that there is a 80 year old man in the house who is not in the best of health. They tell her that they have no record of any calls and that she cannot have a reinstall till 10-02-2006 . She then says no way she wants it sooner than that.

Its at this point i start to get very upset with what they tell her next. They tell her that as she does not want the day they told her the only thing they can suggest is she can disconnect and go else where.

So Answers on a post card who she has phoned this afternoon to request a new telephone line.

I did offer to get this dealt with via the excellent staff on this board however her last words on the subject were.

No why should i have to do it that way, I should be able to do this by phoning customer service.

I think it will be a cold day in hell when my sister even thinks of having NTL again

I have in the past looked at some of the stories on this forum with a skeptical feeling, But NO MORE

[MovedGoalPosts]

Not a lot I can say to that. It could be escalated, but you indicate you don't want to go that route. You can give ntl a piece of your mind via Responsetek

Now you know why Cable Forum, and it's predecessors exist

Originally Posted by Rob C

Not a lot I can say to that. It could be escalated, but you indicate you don't want to go that route. You can give ntl a piece of your mind via Responsetek

Now you know why Cable Forum, and it's predecessors exist

To be truthfull i will be making a call tomorrow, I still have the direct dial number of a certain person in Manchester.

[Chimaera]

Well I found Responsetek to be as much use as a chocolate fireguard. When I used it I got an email back 5 days later giving me a phone number in CS and telling me to call that to resolve any issues - that was the number I dialled originally, got cr@p service, and was the reason for using Responsetek in the first place!

Originally Posted by Bill C

<Snip>

Give your sister a green rep from me as she is soooo right.

[SLM]

Even if your sister goes else where I think you should escalate this, sometimes I wonder why ntl are still in business when you here stories like this, luckily there are only a few bad eggs in CS and only a very low % of customers have experiences like this.

It makes your blood boil!

[punky]

Originally Posted by SLM

Even if your sister goes else where I think you should escalate this, sometimes I wonder why ntl are still in business when you here stories like this, luckily there are only a few bad eggs in CS and only a very low % of customers have experiences like this.

I'm sure the bosses of the people involved would love to know what their employees are doing, but... as noones names are on file, I doubt it would do any good.

Originally Posted by SLM

Even if your sister goes else where I think you should escalate this, sometimes I wonder why ntl are still in business when you here stories like this, luckily there are only a few bad eggs in CS and only a very low % of customers have experiences like this.

You got that back to front my friend! there are many bad eggs and just a few good ones!

And why should she have to escalate anything, she is or at least was a paying customer, she should not have to spend her time dealing with a company who can't be bothered or just don't want her custom!

Ok

Update. My sister phoned me on her mobile about 10 last night to let me know that BT will be installing a new line on Monday. I have informed her of this website and the posting i have made on her behalf and she said she will post on here when her broadband is sorted as well.

Its such a shock to see that BT can install a New line faster than NTL can reinstall a line to a house that has NTL already installed and said they cannot do it before the 10th of Feb.

[handyman]

Even though she is not a customer she needs to make sure that she gets that £50 back from ntl.

Stupid thing is they had 2 very capable systems in icms and cablemaster that left foot prints in each time a CSR went in the account. Also It produced statistics of the ratio of accounts noted by CSR's You have to get this very high to be able to get bonus's etc.

Now I know for a fact they had had problems noting accounts with harmony, why can they not roll back to a system that worked?

[quadplay]

It's a bit late for rollback! Harmony has been billing real live accounts for Telco, Broadband and TV for years now. Although Bromley areas (in which I assume Bill's sister lives, as he does), as it happens, are still billed by ICMS - which still leaves a footprint every time someone accesses an account.

(EDIT: Bill, if you want me to have a quick look into this and find out some names, let me know)

[handyman]

To be honest the harmony project is the biggest joke ever. I remember they had an out sourced project for joining together the billing systems that they spent millions on then dedeided to bring it in house with harmony. As I recall harmony was initially gonna cost £20,000,000 and when I left in Sept 2003 was only still being trialled and had plowed through nearly £80,000,000. I guess the project has cost more than that.

[Derek]

Originally Posted by handyman

To be honest the harmony project is the biggest joke ever.

Yup

When I started with Ntl in Feb 2003 the system we used was going to be on Harmony by July.
Just before I left in December 2004 we got training on Harmony from two people who didn't have a clue how it worked.
When I actually did escape it had been put back again till late 2005.

Even when it did work it didn't have half the capability of the other systems.

Originally Posted by madplay

It's a bit late for rollback! Harmony has been billing real live accounts for Telco, Broadband and TV for years now. Although Bromley areas (in which I assume Bill's sister lives, as he does), as it happens, are still billed by ICMS - which still leaves a footprint every time someone accesses an account.

(EDIT: Bill, if you want me to have a quick look into this and find out some names, let me know)

I have someone in Manchester looking into this at the moment. I think there is about to be a rocket up someones back-end.

My sister is on to them at the moment asking for the £50.00 back for the missed Sky appointment.

Thanks for the offer of help.