Customer Services

mackers8923 · 06-08-2006, 15:15

How annoying is it now that we have to pay to contact customer services! I was only hold for almost 30 mins on friday and finally gave up. Tried again on saturday after work to find out they only open to 5pm!! Off work today to try yet again only to find out they don't even open on a sunday.

Come on NTL, where is your loyalty to your existing customers? Start charging us to contact you then close your customer services departments!!!! Play the game here.

otguk · 06-08-2006, 15:43

Is it right that if you have NTL Guard you can talk via the net with tech support!

If that is the case then can someone who is brave enough to use that program post the url for the support link, so that we can all get free support.

Things that need fixing with my service are...

Pin lock has changed since software upgrade locking me out off two channels.

Blocky/Freezing pictures.

Unable to get to some sites unless I use a proxy.

Up-stream slowly gettting worse... fixed other month and was a good 39/40 dBmV its now to 49.8 dBmV and yes i now that is good but its still getting worse than it was.

So somepost that url.

Irony = NTL charging (Ã‚Â£10) you for a missed call out appointment but if you take time off work and these a no show, well thats just to bad!

06-08-2006, 16:30

you will find that there is some legislation that says companies like ntl must reimburse for a no show. as per watchdog show a while ago

Bengie · 07-08-2006, 13:09

A quick search has come up with the following. I would think it is relevant to all repair engineer booked visits. This was in response to "can I claim for the engineer not turning up when I booked a visit to fix my washing machine".

My understanding is that yes you can, under certain circumstances. It's up to you to decide whether to accept a fair and reasonable explanation though, these things do happen and we can't be all suing each other for compensation each time. Most of the time it is the engineers who turn up as arranged, and it's the customer who is not in and they don't usually charge.
You should inform the company when booking the call that you are taking time off work. In written contracts there is a legal clause, which uses the phrase, "time is of the essence", when used, it's considered a breach of the contract if tasks aren't completed by the stated dates. Although booking a washing machine repair engineer is rarely done in writing, the law still considers such an arrangement by telephone as a verbal contract and if the engineer fails to turn up they have broken that contract. If, as a result, you have lost out financially or been substantially inconvenienced you may be able to claim compensation..

otguk · 07-08-2006, 13:15

Quote:

Originally Posted by Bengie

A quick search has come up with the following. I would think it is relevant to all repair engineer booked visits. This was in response to "can I claim for the engineer not turning up when I booked a visit to fix my washing machine".

My understanding is that yes you can, under certain circumstances. It's up to you to decide whether to accept a fair and reasonable explanation though, these things do happen and we can't be all suing each other for compensation each time. Most of the time it is the engineers who turn up as arranged, and it's the customer who is not in and they don't usually charge.
You should inform the company when booking the call that you are taking time off work. In written contracts there is a legal clause, which uses the phrase, "time is of the essence", when used, it's considered a breach of the contract if tasks aren't completed by the stated dates. Although booking a washing machine repair engineer is rarely done in writing, the law still considers such an arrangement by telephone as a verbal contract and if the engineer fails to turn up they have broken that contract. If, as a result, you have lost out financially or been substantially inconvenienced you may be able to claim compensation..

OK I concede that point, so lets get back on topic.

Someone post that url for customer services/tech support.

Please dont make me install a product I dont want on my PC.

Prentonian · 09-08-2006, 22:35

What gets me is that once you connect the recorded message, and even the website, says "calls cost no more than 5p per minute from a BT landline... Calls from non-BT lines may vary."

Nowhere does it say how much it costs for ntl's own customers!

mackers8923 · 12-08-2006, 21:34

I love the bit when you listen to the waffle from the recorded message then you get the "Thanks for calling NTL, were closed at the moment bla bla bla" I wonder how much they have made out of those phone calls.

Also is their Broadband Support not UK Based anymore? No matter what time you ring at these days it seems to be a distant call centre - India probably.

**Kevin T** · 12-08-2006, 21:45

Yes, it's in India now

mike24 · 12-08-2006, 23:36

Do NTL have a Customer Services?
Its like the Unicorn herd it exsists but never seen one!!!
As i got rid of STB, have only 10meg broadband, have no reason to phone India!!!!!
michael

Rillington · 13-08-2006, 13:47

www.saynoto0870.com is the place to go to find the landline numbers for the 0870 and 045 ntl number.

Plus BT has just reduced the costs of calling these numbers. 0845 at the weekend costs 0.5p/min with BT but nearly 1.5p/min with ntl. 0870 numbers cost 1.5p/min with BT and 2.5p/min with ntl at the weekend and 7p/min with BT and 8p/min with ntl during the day.

Just thought I'd mention that for future reference but do use www.saynoto0870.com as it will save you money many times,a s it has done with me.

**Kevin T** · 13-08-2006, 14:47

Quote:

Originally Posted by mike24

Do NTL have a Customer Services?
Its like the Unicorn herd it exsists but never seen one!!!
As i got rid of STB, have only 10meg broadband, have no reason to phone India!!!!!
michael

It's broadband TS that are in India.....