NTL Fault Calls

lemarsh · 14-02-2004, 23:23

Had to ring NTL this morning (as I had lost all Internet), and was expecting an hour call queue.

Imagine my surprise to be answered within 5 minutes, and to have the fault corrected (without the need to transfer to Wales - although may have been sent there by the new menu system).

The rep advised that call numbers had been increased recently, and was having the desired benefit.

I have moaned many times about NTL's queuing, so credit where it is due, today was almost a pleasant experience - and the fault was not even NTL's - but my router - and they still sorted it - well done

Russ · 14-02-2004, 23:25

Well done NTL! Thus proving what some people find hard to believe - that you can provide a first class service!!

vwman · 14-02-2004, 23:28

I had to ring today also got straight through AND engineer in 30 mins!! ( still dodgey set top box tho so might chance my luck for one of those new fangled silver jobs........

Stuartbe · 14-02-2004, 23:29

Quote:

Originally Posted by Russ D

Well done NTL! Thus proving what some people find hard to believe - that you can provide a first class service!!

Well done NTL - keep it up....

daxx · 15-02-2004, 05:16

I guess somebodys been around the teams distributing flowers and choccys and they've all got that 'feel good' attitude

**Paul** · 15-02-2004, 12:04

Nice to see a non doom & gloom NTL topic for once

Sociable · 15-02-2004, 12:26

Quote:

Originally Posted by pem

Nice to see a non doom & gloom NTL topic for once

Very true pem

Fact is if we didn't all believe they can do things right we would not be here at all we would just give up on them completely.

The site is based on NTL being something of a "Donkey" so I guess what we are saying is it's all about getting the right balance between carrots and sticks. LOL

andygrif · 16-02-2004, 09:48

Let me add my personal praise:

My second line was out of action...only finding out it was when someone tried to send me a fax. Called ntl faults, nice lady on the phone, offered me a Saturday appointment (used to be a bugbear of mine that they never offered me Saturday appointments unless really pushed) - as it happens I couldn't make that appointment so asked for the following Saturday - no problem - some time between 8am and 1pm.

I thought I wouldn't follow it up to ensure they were coming, but sure enough the chap rolled up right in the middle of the allocated time, very nice chap too, tested the line, disappeared to the box outside for ten mins, came back, tested the line again - all is well.

Even though I haven't had a fault call-out for some time - this is (quite honestly) the only time a fault call out went like clockwork. Hats off to ntl on this one, it seems that the Luton office appear to be gettng their act together. Well done.

agarrick · 16-02-2004, 10:33

My BT line went down on Saturday morning (adsl worked fine still). I called them at around 9:15 and went through their automated call centre, had my lan line redirected to my mobile at no cost. At 1:30pm I got a call from the engineer on the lan line to say everything was now ok, ADSL went off for about 30 secs offline when he reset the line. I was impressed, seems like phone companies are now actually improving their services in order to win customers...

GazzaB · 16-02-2004, 12:48

Positive news on a Monday how good is that! No company can now compete on price alone they also need to provide good backup service, Ntl are finally learning this and that is having positive results I think.

Russ · 16-02-2004, 12:52

This is the kind of thread I really like to see. It's easy to think we are just here to knock them but that's not true. When they get things together, NTL can be a pretty efficient company and maybe they are heading in this direction more often.

Maybe.

scrotnig · 16-02-2004, 19:15

Quote:

Originally Posted by lemarsh

Had to ring NTL this morning (as I had lost all Internet), and was expecting an hour call queue.

Imagine my surprise to be answered within 5 minutes, and to have the fault corrected (without the need to transfer to Wales - although may have been sent there by the new menu system).

The rep advised that call numbers had been increased recently, and was having the desired benefit.

I have moaned many times about NTL's queuing, so credit where it is due, today was almost a pleasant experience - and the fault was not even NTL's - but my router - and they still sorted it - well done

Hi lemarsh.

If by any chance you got the details of who you spoke to, if you PM them to me I can make sure this is fed back to the person and the department involved...it's just as important for them to know when things ARE working, as when they're not.

Thanks for sharing the experience publicly!

blackthorn · 16-02-2004, 19:35

Had to ring faults myself this morning and I`ve got to say, they were spot on. The fault was a bit weird really because whenever I`ve lost BB connection, the stb has frozen or the middle light has gone but not in this case. Anyway to cut a long story short, it was fixed by a very nice man who even after I had got reconnected asked me to go to google and type something new into it, to make sure I wasnt getting cached pages back. I never got his name or I would have put it on here, sorry.

sirsimon · 18-02-2004, 09:47

Its good to see that Ntl are finally doing things right maybe 2004 will be their year of improvement not just in customer service but in their software/hardware also, we can only hope..
simon

blackthorn · 23-02-2004, 17:55

Just had to ring faults again at 17.35. Was answered within 3 minutes by a man called Mark (I remembered his name this time). I explained the problem of having to reset the stb about 10 times in 30 mins. He said that obviously there is something wrong somewhere and he`s sorry he cant do anything over the phone but an engineer will call in the morning between 8&12. So well done Mark and well done Ntl. Just hope the engineer is as good.