More bad NTL press

[Physci]

From Reading Evening Post

http://www.getreading.co.uk/news/200...t_me_thousands

[gazzae]

Surely he should have been on a business package.

[Mr Angry]

Originally Posted by gazzae

Surely he should have been on a business package.

Shows just how inept the business / legal affairs boffins are at NTL.

The fact that they've offered him compensation and reduced his monthly cost to £9.99 gives a pretty clear indication of just how watertight their "Terms and conditions" are.

[etccarmageddon]

we've only seen one side of the story - perhaps NTL are not aware of him using this for business purposes and the compensation is what you'd offer to a residential customer who'd experienced this error.

[Mr Angry]

Well, I would have thought the penny might have dropped with Alexandra Legg when the whole sorry tale was relayed to her by the Evening Post reporter - but apparently not.

All she was able to offer in defence was “We acknowledge there is still work to be done to improve NTL’s overall customer service.”

[Neil]

Originally Posted by Mr Angry

All she was able to offer in defence was †œWe acknowledge there is still work to be done to improve NTLââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s overall customer service.ââ‚à ƒâ€šÃ‚¬Ãƒâ€šÃ‚ÂÂ�

Always has been, always will be....

This made me laugh:

They want your money, but they donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t want to give you the service.

To me that simply sums up ntl.

Just reading that article totally sums up the way ntl do business-they have gotten the old ethic of "Under promise & over deliver" a little mixed up.

[scrotnig]

He shouldn't be running a business on a residential connection though.

NTL should have told him, "sorry about the mistake but you get nothing in compensation. If you want business-standards of service, pay for a business account."

[Toto]

Originally Posted by scrotnig

He shouldn't be running a business on a residential connection though.

NTL should have told him, "sorry about the mistake but you get nothing in compensation. If you want business-standards of service, pay for a business account."

Neil?

[Neil]

Originally Posted by scrotnig

He shouldn't be running a business on a residential connection though.

NTL should have told him, "sorry about the mistake but you get nothing in compensation. If you want business-standards of service, pay for a business account."

Had ntl realised this early on, they could (& should) have told him that he should not & could not run a business line on a residential service.

However, ntl didn't realise.

Some cynics might say they simply ignored the fact, some might say that nobody even noticed, but either way ntl are on the back foot (as usual) because of there own moronic handling of the whole situation.

If you do nothing wrong, you need not apologise-simple.

[Edit] - The comments added to that article say it all really: http://www.getreading.co.uk/news/com...ory_id=2001942

[scrotnig]

Originally Posted by Neil

Had ntl realised this early on, they could (& should) have told him that he should not & could not run a business line on a residential service.

However, ntl didn't realise.

Some cynics might say they simply ignored the fact, some might say that nobody even noticed, but either way ntl are on the back foot (as usual) because of there own moronic handling of the whole situation.

If you do nothing wrong, you need not apologise-simple.

[Edit] - The comments added to that article say it all really: http://www.getreading.co.uk/news/com...ory_id=2001942

How are they supposed to notice though without monitoring everyone's phone calls and internet use?

Customers are made aware they are taking a residential service. Whether or not ntl did anything wrong - big companies always apologise when something goes public regardless of fault to minimise bad publicity - the customer has "chanced it" by running a business on a residential connection (giving him an unfair costs advantage over his competitors). The risk in doing that is that if things go wrong you lose business. Things did go wrong, he lost business, now he's whingeing. Well it's tough to be honest. If he'd paid for a business service he'd have had the backup and SLA to support that.

[Pinkypants]

Originally Posted by etccarmageddon

we've only seen one side of the story - perhaps NTL are not aware of him using this for business purposes and the compensation is what you'd offer to a residential customer who'd experienced this error.

This is absolutely correct. NTL would not have offered him anything extra because he is NOT a business customer. He should not be compensated and I'm glad NTL have not given in to the press coverage