NTL may find this useful

[Richard M]

http://www.theinquirer.net/?article=14681

[Rob]

Are you sure they don't use it already?

[Shaun]

Originally Posted by Richard M

http://www.theinquirer.net/?article=14681

You can bet your bottom dollar that some call centre executive somewhere is trying to order that system right now

[jsatan]

If I didnt know better I'd say NTL are the ones who made the software, king of the excuse them lot.

[Racingdick]

This Forum is used by people in NTL, and as one Im not impressed by the above comment. The tech's are not full of excuses and the majority of us enjoy our work and try to help YOU people when

1) A virus has scr***ed with your settings
2) YOur P2p software has left you with a seemingly dial up connection
3) You may have a degree in IT, be microsoft certificate but do u know the NTL network and all its Ip's
4) YOUR LITTLE JOHNNY HAS PULLED THE BL**DY USB CABLE OUT

Next time think before you type!! PLEASE

[maverick]

Originally Posted by Racingdick

This Forum is used by people in NTL, and as one Im not impressed by the above comment. The tech's are not full of excuses and the majority of us enjoy our work and try to help YOU people when

1) A virus has scr***ed with your settings
2) YOur P2p software has left you with a seemingly dial up connection
3) You may have a degree in IT, be microsoft certificate but do u know the NTL network and all its Ip's
4) YOUR LITTLE JOHNNY HAS PULLED THE BL**DY USB CABLE OUT

Next time think before you type!! PLEASE

LOL

[Racingdick]

Oh and add to that having to repeat how to reboot a cable modem and the pc to numerous people when the instruction on how to do that simple process is outlined in the IVR...

Rant Over....

[Jefferson T]

Originally Posted by Racingdick

Oh and add to that having to repeat how to reboot a cable modem and the pc to numerous people when the instruction on how to do that simple process is outlined in the IVR...

Rant Over....

I thought you were just getting going

[Racingdick]

Sorry to disapoint, just sat in a large building with around 15 other tech's waiting for calls...

[jsatan]

It wasn’t meant to be personal, but from my experience with ntl CS they do give out a ton of excuses.
Yes I do understand there is a lot of help needed for people who don’t know a great deal about computers but even the tech support isn’t that great, they told me there was not a problem with my connection and that was nearly 6 months ago now look at Coventry its grinding to a standstill slowly but surly, I told them there was a problem and not a thing was done. Why? Because you all know better.

And I did think about the last statement and I stick by it, ntl in my option are a bunch of cowboys, if you want to try it out for your self ring up faults and ask about the network in Coventry then ring up 'sales' tell them you’re having a connection in that area and is there any problem at this moment as you have been informed there is, they will swear blind there is no problem in any area just to get you to join. As for them even sticking to a contract as they still insist I’ve signed, but I’ve got the whole form next to me with only the reps signature on. I've even got a friend that isn’t even on NTL billing list but has cable TV and internet, so you go tell me NTL know what the hell they are doing. I’m not in anyway saying the all ntl staff are cowboys but the ones that I’ve talked to with the exception to one have been rude and know nothing about what the hell they are talking about.

Answer to Question 3, I doubt you know all the IP’s as well.

Also you stated “enjoy our work and try to help YOU people when� from this comment I can see you place a divide on this matter, us (the customer) and you (ntl staff) this is no way to be if you want to really help people, u need to see it from the customers view.

I do feel for you having to repeat you self about the same thing, in my job at about 8 at night there is just me covering the servers and try telling over a thousand students that there work from the last 5 hrs has been lost and that they will have to start there 16k word course work all over again which has to be handed in tomorrow, I totally understand. It isn’t your fault the network is like it is, its people above you taking fat pay check and laying off more and more staff.

You’re just doing your job at the end of the day but the rules that are in place change the way that it is done. But I must say if I wasn’t passed over to other reps in other department so many times then my problem would have been fixed more efficient as I wouldn’t have to explain my self again.

Sadly there will allways be crap TS peeps that BS themselves into the job or have certs and dont know pcmcia from isa... Thts life....

This does however affect peoples view of TS as a whole... Users will form there opinion of the compnany from the quality of the service they get - every tech and cs agent is the face of the company...

IMHO its vital that the tech guys and girls that do know what they are doing and do care about the customers should report these crap TS staff to there managers. Sadly if NTL are like some of the companys I have worked for all the managers will care about is the stats, lost calls and fcf's.....

[jsatan]

Yeah that seemed to be the case.
AS I said I've rang TS and asked to be put thought to their team leader, I was told the old line of 'can I take your number we will ring you back' ha this happened 4 times, still no phone call. But this happened with different TS so this in my option isn’t just an isolated situation.
The case could be that it was just the team leader not ringing me back, I doubt a team leader is the same all day long as my first phone call was 9:30 in the morning and the last was 7 ish at night so it may just be a mix of both which either way I haven’t still been rang back and why should I bother to try and think why?

[DieDieMyDarling]

In my experience the 'proper' TS at ntl are really good, they take the time and effort to explain things throroughly, and they know what they are talking about, and how to actually sort problems out. The problem is, most of the time you get fobbed off with someone from the cleaning staff, who've been handed a 'PC's and the Internet for Dummies' book, and thrown in at the deep end. They have a list of problems, and a list of fixes, if your problem isn't on that list, or the fix they have listed for said problem doesn't work, they don't have a clue.

I spent 3 days on and off the phone with ntl, because i couldn't connect to my broadband internet connection. Each time i'd be told the same answers, check connections, cables, etc, then they'd be stumped, finally on the 3rd day they put me through to proper Technical Services, and after about 20 mins of him going through the settings on my connection, pinging my modem, etc, he actually told me to hang up, that HE would phone me back, as it might take a while. He spent about an hour on the phone with me, going through everything he could think of, then finally we both came to the conclusion that the problem was on my machine, and it must be adware or something similar. He told me what adware-removal tool to get, and where to get it, and even offered that if i had any problems using it i could phone back and ask for him by name.

I was very impressed. :-) Just a pity it took ntl so long to put me through to him at the beginning! :-|