NTL Costomer service
Discussion
Why has it just taken me 1hr 20 min to pay my partners ntl bill.
1) they said we dont have a digital service in the area?
My reply: if this is true why have we got a cable box in our living room that say ntl on it?
NTL: are you sure it is not Sky Digital
My reply: I am 100% sure it has grey letters "NTL on a blue box"
NTL: oh ok you do have NTL I dont know why its not on our computer.
2) You dont have a phone service with us either.
My reply: if we have no phone service why am i talking to you on the ntl phone. WE only have NTL in the Area No BT or telewest.
NTL: i dont know what i am doing wrong i will go and get my supervisor to sort it out.
all i can say is that its a good job they invented speaker phones otherwise my arm would of dropped off.
anyone else had a nightmare experience with ntl???/
Also has anyone taken out any of NTL's business services??? if so what are they like
cheers
Steve
1) they said we dont have a digital service in the area?
My reply: if this is true why have we got a cable box in our living room that say ntl on it?
NTL: are you sure it is not Sky Digital
My reply: I am 100% sure it has grey letters "NTL on a blue box"
NTL: oh ok you do have NTL I dont know why its not on our computer.
2) You dont have a phone service with us either.
My reply: if we have no phone service why am i talking to you on the ntl phone. WE only have NTL in the Area No BT or telewest.
NTL: i dont know what i am doing wrong i will go and get my supervisor to sort it out.
all i can say is that its a good job they invented speaker phones otherwise my arm would of dropped off.
anyone else had a nightmare experience with ntl???/
Also has anyone taken out any of NTL's business services??? if so what are they like
cheers
Steve
I think most people have that sort of user experience with NTL, a friend of mine has an NTL phone line which they can find no record of unless it's of course to bill him.
I'm pretty happy with the service, but their support is rubbish, I spent over 45 mins on the phone on more than one occasion only to be cut off. However if you ask them they will give you credit, or some extra TV or something (remember to cancel the extra services as they won't then you'll get billed for them).
I've met one of their senior business people who did assure me that they look after their business customers, I mailed him today with some requirements we'll see how long it takes him to get back to me.
D.
I'm pretty happy with the service, but their support is rubbish, I spent over 45 mins on the phone on more than one occasion only to be cut off. However if you ask them they will give you credit, or some extra TV or something (remember to cancel the extra services as they won't then you'll get billed for them).
I've met one of their senior business people who did assure me that they look after their business customers, I mailed him today with some requirements we'll see how long it takes him to get back to me.
D.
They are pathetic, they take hours to answer the phone, offer no credible explanation when your cable service goes awol for days on end, and are very quick to send out demand letters when you miss a bill - but try paying it over the phone!
I had so much hassle trying to pay my bills I gave in and asked for a direct debit form. They sent out a form with two sections, telephone and television, but crossed out one of the sections. Why would they think I'd only want to pay half the bill by direct debit?
Customer service? Disservice more like.
I had so much hassle trying to pay my bills I gave in and asked for a direct debit form. They sent out a form with two sections, telephone and television, but crossed out one of the sections. Why would they think I'd only want to pay half the bill by direct debit?
Customer service? Disservice more like.
Err have to disagree in my limited expirence...
I had a loss of service 3rd day after the install of broadband.
Got through to customer services within 3 minutes, very helpful - bloke checked no recorded faults and arranged for a techy chap to come out next morning.
After the call I wished I had been nicer to the customer serive bloke 'cos I rang up all defensive...
cheers, Phil
I had a loss of service 3rd day after the install of broadband.
Got through to customer services within 3 minutes, very helpful - bloke checked no recorded faults and arranged for a techy chap to come out next morning.
After the call I wished I had been nicer to the customer serive bloke 'cos I rang up all defensive...
cheers, Phil
I joined NTL last year using my BT line. I only expected one NTL magic box, but got a second, and a third !
I rang NTL hoping to prevent a fourth box from appearing. NTL said I had been sent and billed for two boxes, but weren't sure why I had been sent two instead of the one I was expecting. NTL didn't believe I had a third box
I rang NTL hoping to prevent a fourth box from appearing. NTL said I had been sent and billed for two boxes, but weren't sure why I had been sent two instead of the one I was expecting. NTL didn't believe I had a third box
And then there was the time NTL cut me off because the bank had replaced my credit card. Nothing sinister, the bank simply had upgraded my card to one with a chip in it.
The extra digits specific to the card were being used by NTL, these had changed and so their debits were rejected by the bank. Didn't have any trouble with any of my other 'services'. What so soddin special about NTL ?
The extra digits specific to the card were being used by NTL, these had changed and so their debits were rejected by the bank. Didn't have any trouble with any of my other 'services'. What so soddin special about NTL ?
Philshort where abouts do you live. I've only ever had one broadband outage in the 12+ months I've had it, and when I rang their customer service line part of the answer machine was "we do appologise for the outage and it wil be back on as soon as possible" next day back up. Thats better than BT were when I told them to stuff it, they got my bill wrong twice, and put me on a scheme that cost me £10 per month more (that when I devided to change).
NTL has improved its customer service a great deal (it was terrible) but in fairness to them they have worked on this.
NTL has improved its customer service a great deal (it was terrible) but in fairness to them they have worked on this.
I run a broadband connection here at home and for 9 months they had me as a "non-customer". No records of me and according to their customer offensive people I couldnt get broadband in my area - which was rather impressive as it had been working perfectly for 9 months....
Now managed to get registered and no problems still. However, this did manage to bill me correctly every month - strange that one.
However, the service is fast, efficient (other than some caching problems with PH) and never had a problem. Famous last words of course, but seeing as I live in a small place of 15,000 people BT deem us too small for ADSL so I have no choice...
Cheers,
Paul
Now managed to get registered and no problems still. However, this did manage to bill me correctly every month - strange that one.
However, the service is fast, efficient (other than some caching problems with PH) and never had a problem. Famous last words of course, but seeing as I live in a small place of 15,000 people BT deem us too small for ADSL so I have no choice...
Cheers,
Paul
Let's see, NTL. Two years of grief in a few seconds :-
1) turned up to install cable TV at 17:30 for a 9-12 appointment
2) didn't have the right equipment when they got here
3) missed the next appointment altogether
4) Interactive digital services not available when they finally managed to install it
5) Interactive services come online 4 months later but so slow as to unusable (get sick of seeing company motto "NTL Please wait..." on screen
6) Large numbers of TV channels keep blacking out, two new set-top boxes and numerous visits from network specialists fail to make any difference.
7) Clear that s/n ratio on the cable is fluctuating over 1-6 hour time scale. Fortnightly visits from engineer to adjust signal level therefore not working.
8)Set-top box begins to hang on a daily basis. Customer service respond "yeah, they do that, just unplug it and plug it back in"
9) Finally get fed up and cancel contract. Customer service person tries to argue with me about relative merits of cable and satellite - BAD MOVE
10)Hang up
11) Second attempt to cancel contract. This is successful
12) Recive bill for a further month's service. Customer service say that this is normal, they'll send another refund later.
13) Cancel direct debit
14) Settle back and watch Sky+
There was a letter to the chairman and a few other things in there as well but you get the gist...
1) turned up to install cable TV at 17:30 for a 9-12 appointment
2) didn't have the right equipment when they got here
3) missed the next appointment altogether
4) Interactive digital services not available when they finally managed to install it
5) Interactive services come online 4 months later but so slow as to unusable (get sick of seeing company motto "NTL Please wait..." on screen
6) Large numbers of TV channels keep blacking out, two new set-top boxes and numerous visits from network specialists fail to make any difference.
7) Clear that s/n ratio on the cable is fluctuating over 1-6 hour time scale. Fortnightly visits from engineer to adjust signal level therefore not working.
8)Set-top box begins to hang on a daily basis. Customer service respond "yeah, they do that, just unplug it and plug it back in"
9) Finally get fed up and cancel contract. Customer service person tries to argue with me about relative merits of cable and satellite - BAD MOVE
10)Hang up
11) Second attempt to cancel contract. This is successful
12) Recive bill for a further month's service. Customer service say that this is normal, they'll send another refund later.
13) Cancel direct debit
14) Settle back and watch Sky+
There was a letter to the chairman and a few other things in there as well but you get the gist...
This is the professional level of service I enjoyed by Sky:
Appointment 1.The installer turns up without a bracket
Appointment 2. The installer turns up without an extension
Appointment 3.The installer doesn't turn up
Appointment 4.The installer forgets the dish
Some jobs seem to attract absolute fu*king retards.
Appointment 1.The installer turns up without a bracket
Appointment 2. The installer turns up without an extension
Appointment 3.The installer doesn't turn up
Appointment 4.The installer forgets the dish
Some jobs seem to attract absolute fu*king retards.
quote:
This is the professional level of service I enjoyed by Sky:
Appointment 1.The installer turns up without a bracket
Appointment 2. The installer turns up without an extension
Appointment 3.The installer doesn't turn up
Appointment 4.The installer forgets the dish
Some jobs seem to attract absolute fu*king retards.
I guess it's down to the individual 'cos the Sky bloke turned up on time, with all the right bits, did a pretty decent job and was a nice chap as well. He even looked just like the cartoon bloke in the adverts.
Here's a tip - use the Sky+ box to record Grand Prixs and watch them at x6 speed. Reduces a lap to an average 15 seconds and at that speed they just look like they're going VERY fast, you don't miss things and can drop back to normal speed for any intersting bits
Smeagol, I'm in Rugby.
My broadband is OK at the moment, but it has been flaky in the past. I had a spate of problems with the service going offline, and it did depend on who (eventually) picked up the call as to how much sense I got.
Mostly I got someone who assumed the IQ of a moron on my part, but occassionally they would actually accept that there was a fault and run a line test. The strange thing is the faults seemed to be temperature related - if it was a cold frosty morning I got no connection. They eventually sent some engineers out to boost the signal strength, when I got fed up with the old
).
That seemed to do the trick for a while, but I had several outages again last month. I took to recording when I couldn't connect and the cable modem connection light was out - last month this happened on
8/4 at 6:15, still out at 8:20
15/4 at 23:00 (actually went off while I was using it)
16/4 at 6:30
18/4 at 8:00
I check my mail first thing, and often connect to clients via VPN to check their systems over, so outages in the morning are a pain.
On the good side, there aren't many on my "loop" with cable modems (I may be the only one) and when the service is working I can get line speeds well in excess of the 512Mb I pay for.
DNS also seems to be a bit hit and miss. I can be connected and able to browse to some sites, but get "page not found" on others that I know are up. To check this I have connected through VPN to clients systems then browsed to the pages using remote PC connections - I can get the pages in a browser window on a remote pc connected through VPN over NTL broadband, but my local browser won't find the same page
. These are not obsure pages either - www.google.com is one that often goes awol.
Try explaining all this to someone who thinks you are an idiot before you start, after having 45 minutes of drivel to numb your brain while waiting for a human to answer the phone. Then you'll get some idea why I don't rate their customer service.
I guess if you're lucky enough not to have had service problems then you won't have had the opportunity to get pissed off with their service.
My broadband is OK at the moment, but it has been flaky in the past. I had a spate of problems with the service going offline, and it did depend on who (eventually) picked up the call as to how much sense I got.
Mostly I got someone who assumed the IQ of a moron on my part, but occassionally they would actually accept that there was a fault and run a line test. The strange thing is the faults seemed to be temperature related - if it was a cold frosty morning I got no connection. They eventually sent some engineers out to boost the signal strength, when I got fed up with the old
quote:routine. My cable modem was returning a negative voltage apparently (not sure what that meant - was I supplying power for the NTL network? should I get a rebate for that
"oh, just power down your modem, wait 30 seconds and power up .. oh really, are you sure, how many lights do you see ..", doh, one, two, I see two! Yes I can count to two!
). That seemed to do the trick for a while, but I had several outages again last month. I took to recording when I couldn't connect and the cable modem connection light was out - last month this happened on
8/4 at 6:15, still out at 8:20
15/4 at 23:00 (actually went off while I was using it)
16/4 at 6:30
18/4 at 8:00
I check my mail first thing, and often connect to clients via VPN to check their systems over, so outages in the morning are a pain.
On the good side, there aren't many on my "loop" with cable modems (I may be the only one) and when the service is working I can get line speeds well in excess of the 512Mb I pay for.
DNS also seems to be a bit hit and miss. I can be connected and able to browse to some sites, but get "page not found" on others that I know are up. To check this I have connected through VPN to clients systems then browsed to the pages using remote PC connections - I can get the pages in a browser window on a remote pc connected through VPN over NTL broadband, but my local browser won't find the same page
. These are not obsure pages either - www.google.com is one that often goes awol. Try explaining all this to someone who thinks you are an idiot before you start, after having 45 minutes of drivel to numb your brain while waiting for a human to answer the phone. Then you'll get some idea why I don't rate their customer service.
I guess if you're lucky enough not to have had service problems then you won't have had the opportunity to get pissed off with their service.
Hopefully Sky will not replace the Indy 500 with the football play offs as they did last year.
www.indy500.com
James
>> Edited by jamesc on Friday 17th May 19:30
www.indy500.com
James
>> Edited by jamesc on Friday 17th May 19:30
We ahve just had as much grief from sky. the bloke who installed it done it ok up and working with in the hour.
went away everything fine.
a week later channels start to go all blocky, phone customer service, the reply was it is because of the weather. bearing in mind it was a nice sunny day.
Techincial came out and said to me that the field of vision of the satalite did not cover this area.
next door have a satalite dish 3 feet from mine there signal is fine.....
he went on to say its a satalite thing, by this point i can honestly say he was taking the pi55, he did not know what he was on about. i argued with him about nest doors satalite dish he just said your house it just out side the range of the satalite..
I was infuriated by this point. I told him to stop speaking bollox and move the dish so that i could recieve a decent signal or take it down. couldnt do that.
I then started to do some complex explaining to him regarding satalites and there orbital characteristic (by the way i have a Master Degree in Astro Dynamics) this shut him up and he went a good shade of red with the heat radiating off him like anything he swiftly left the house.
this was 9 months ago and i still can not recieve a decent signal and to this day i have not payed for my service and all channels are still connected...
All these companys are as bad as each other
Also NTL broadband is exellent i have had 1 day of downtime but that was due to cowboy builders cutting through NTL cable
Cheers
Steve
went away everything fine.
a week later channels start to go all blocky, phone customer service, the reply was it is because of the weather. bearing in mind it was a nice sunny day.
Techincial came out and said to me that the field of vision of the satalite did not cover this area.
next door have a satalite dish 3 feet from mine there signal is fine.....
he went on to say its a satalite thing, by this point i can honestly say he was taking the pi55, he did not know what he was on about. i argued with him about nest doors satalite dish he just said your house it just out side the range of the satalite..
I was infuriated by this point. I told him to stop speaking bollox and move the dish so that i could recieve a decent signal or take it down. couldnt do that.
I then started to do some complex explaining to him regarding satalites and there orbital characteristic (by the way i have a Master Degree in Astro Dynamics) this shut him up and he went a good shade of red with the heat radiating off him like anything he swiftly left the house.
this was 9 months ago and i still can not recieve a decent signal and to this day i have not payed for my service and all channels are still connected...
All these companys are as bad as each other
Also NTL broadband is exellent i have had 1 day of downtime but that was due to cowboy builders cutting through NTL cable
Cheers
Steve
Gassing Station | General Gassing [Archive] | Top of Page | What's New | My Stuff