Ridiculousness of telephone support

Gambit37 · 29-09-2006, 12:24

Hi all, this is my first post here, after reading for a week or so.

I've used NTL in the past and recently moved into a new flat and took the service again. This time, I didn't want a landline as there's no point with my mobile phone package -- I didn't think I'd be able to get a TV/Broadband only package, but the sales girl I spoke to said they had a new offer of 2MB broadband and Base pack TV for only Â£20 per month -- perfect for my needs. So I signed up and had it installed on Sat 23rd.

I realised pretty soon that I hadn't been given all the channels. All I get is BBC1,2,3,4, ITV1, C4 and a bunch of other BBC and radio. Not good, and sadly not a good week for this to happen. With the channel reshuffle, telephone support has been shockingly bad. I phoned up six times this week (from work, cos remember I don't have a landline) and after waiting 30 mins EACH TIME and not getting through, I gave up.

This morning I tried again and waited 45 MINUTES and finally spoke to a fault person, who said he'd resent some data to the box and I'd need to restart. Now, I called from work, so I can't test this until I get home tonight. And then if it hasn't worked, I'll need to call again and probably wait another 45 minutes until it's answered. I asked if I could get a callback to my mobile in future and was told that a) Faults dept has no outbound lines and b) even if they did, they wouldn't ring a mobile, it would have to be a land line.

So, my complaint is that in this day and age, I find that unbelievable and really rubbish service. More and more people are ditching land lines and for NTL to lock you in to support services that REQUIRE A LANDLINE yet promote a LAND LINE FREE PACKAGE is absurd. For me to call NTL faults and wait for 45 minutes on my mobile would cost around Â£15 and I'm not going to do that -- who would?

Has anyone else experienced this or have any suggestions on how I can get better support without a landline? In an effort to save some cash but not taking a landline, it looks like I shot myself in the foot in terms of support...

JontyG · 29-09-2006, 12:47

Hi,
I think everyone will be experiencing longer than average wait times at present due to a problem with the bromley platform.
It sounds as if the problem you have with the DTV is due to the box not receiving it's activation hit.
This could be due to a number of factors, the data could have been captured incorrectly, the box may be faulty, the account may be set up incorrectly or it could be that the hit has simply failed.
I would suggest writing down the box and smartcard serial numbers and calling back. (If you have a friend who has an NTL telephone, this can be done FOC by dialling 151 in most areas).
When you speak to faults, give them the box and card numbers, explain that the refresh hit they sent has not worked and ask them to verify the details on the system. If that is correct, ask for a DBX to be sent.
This is a dummy box swap, which effectivley swaps the STB out then back onto your account.
This simple procedure can resolve a lot of issues similar to yours, and I dont know why its not standard practice.
If youre lucky, someone from ntl MAY be able to respond to this thread and get the details from you to process the DBX. Of course if the box is at fault you will need an engineer to call.
Good luck, and welcome to NTL: Telewest

Toto · 29-09-2006, 12:50

Quote:

Originally Posted by Gambit37

Hi all, this is my first post here, after reading for a week or so.

I've used NTL in the past and recently moved into a new flat and took the service again. This time, I didn't want a landline as there's no point with my mobile phone package -- I didn't think I'd be able to get a TV/Broadband only package, but the sales girl I spoke to said they had a new offer of 2MB broadband and Base pack TV for only Â£20 per month -- perfect for my needs. So I signed up and had it installed on Sat 23rd.

I realised pretty soon that I hadn't been given all the channels. All I get is BBC1,2,3,4, ITV1, C4 and a bunch of other BBC and radio. Not good, and sadly not a good week for this to happen. With the channel reshuffle, telephone support has been shockingly bad. I phoned up six times this week (from work, cos remember I don't have a landline) and after waiting 30 mins EACH TIME and not getting through, I gave up.

This morning I tried again and waited 45 MINUTES and finally spoke to a fault person, who said he'd resent some data to the box and I'd need to restart. Now, I called from work, so I can't test this until I get home tonight. And then if it hasn't worked, I'll need to call again and probably wait another 45 minutes until it's answered. I asked if I could get a callback to my mobile in future and was told that a) Faults dept has no outbound lines and b) even if they did, they wouldn't ring a mobile, it would have to be a land line.

So, my complaint is that in this day and age, I find that unbelievable and really rubbish service. More and more people are ditching land lines and for NTL to lock you in to support services that REQUIRE A LANDLINE yet promote a LAND LINE FREE PACKAGE is absurd. For me to call NTL faults and wait for 45 minutes on my mobile would cost around Â£15 and I'm not going to do that -- who would?

Has anyone else experienced this or have any suggestions on how I can get better support without a landline? In an effort to save some cash but not taking a landline, it looks like I shot myself in the foot in terms of support...

Not good, but you have decided not to take a landline, and that will always put you at a dissadvantage.

ntl are going back to free phone support if you are on their network, but you will not be able to take advantage of this using a mobile phone.

Also, and this will be a problem is that a hit to your box may not be instant, so even if you were at home you may not see the result straight away, so a call back after a period of time if the hit has not worked may be inevitable.

Mobiles are great, the deals are there to be had, but there are certain problems when it comes to free phone support. For example, I can contact my mobile service provider free by using my mobile, but I would have to pay a premium if I called them from my ntl line, so it works both ways I'm afraid.

Keep in mind too that they are prmoting a package that will enable folks to keep their BT or other service provider telephone line, it is not aimed at people who use mobiles.

Hope your box is working as normal now, and welcome to the forum.

Gambit37 · 30-09-2006, 00:04

The irony is that I've had NTL in two different flats in th past and never had any problems, so on balance felt that I wouldn't need a phone line for support this time. Sod's law eh?

Anyhow, when I got home, I checked to see if the new hit had worked. Oddly when I rebooted, things seemed OK, but then I recived a blue box error stating my smartcard had come loose. It definitely hadn't. I tried again, cleaned the card, replaced it and same thing. The even stranger thing is that in my favourites list, I now have a bunch of channels showing that were previously greyed out -- but I can't view any of them, they just result in a black screen, so it looks like the hit didn't work. I still get the original channels 1-4 and a few BBC things but that's it. How can that be if the unit says the card is loose?

On top of this, I got my first bill today which is the first communication I've had that actually confirms my package -- and I see they've actually sold me something I didn't ask for. I was told I was getting the Base TV Pack and 2MB broadband -- but my statement says I have the Select pack. Now this is rubbish as I clearly checked the packs online while I was on the phone making the order, to make sure I got a pack with FilmFour in it. Now I discover I don't even have that (not that it matters since none of these channels work on my box anyway!)

I'm really angry -- I've been sold something I didn't order, the box doesn't work and I can't easily get telephone support. Think I'll have ditch this little lot and try another option from another provider. I'm utterly unimpressed.

---------- Post added at 00:04 ---------- Previous post was yesterday at 23:45 ----------

Now I'm really confused! I've just checked the channels in the base pack and FilmFour is no longer listed! In fact, if you click 'additional channels' to find out where it went, you're now told you ned to subscribe to FilmFour on a premium channel -- yet it's been free for the last two months!

Either i've been misinformed, details have been changed, or I was always mad. I hope it's not the latter!

handyman · 30-09-2006, 00:12

Quote:

Originally Posted by Gambit37

snipity

Hi,

When I worked for Ntl Faults 3 years ago we called people back when they called on a mobile out of shear politeness. Mind you when I started working at ntl 5 years ago we had a 30 minute between calls for each agent. Since the ntl have proceeded to to igonore the proactve route to fixing problems and have lowered the quality of customer service through out sourcing.

If they would like to add a service culture to their service management then they are free to pm me and I'd be only too happy to assist, shame that they where paying my Â£13,000 per year when they did employ me and it would cost Â£800 per day now. Odd thing is add consultant to a job titile and they are happy to pay it.

popper · 30-09-2006, 05:26

HandyMan Said:
"ntl have proceeded to to ignore the proactve route to fixing problems and have lowered the quality of customer service through out sourcing."

its werth once again reminding people about the dangers of outsourcing to other countrys.

keeping in mind NTLs current policy as set out in the t&c's
"8.4 By having ntl services installed in your home and/or by using them you consent to our transferring your information to countries which do not provide the same level of data protection as the UK if necessary for providing the services you require. If we do make such a transfer, we will put a contract in place to ensure your information is protected."

after all NTL:tw, do seem to like ignoring their own t&c contract, so how exactly do they expect to protect your personal data (and that includes anything that links you or your name to ntl, even old dead accounts)
from being processed without your permission.

from 2005 storys about the banks, they can afford a hit, can NTL.....

http://www.thisismoney.co.uk/saving-...7&in_page_id=7
Banks at risk of ID theft charges
Sam Greenhill and Richard Shears, Daily Mail
24 June 2005
HIGH Street banks have been warned that they risk being prosecuted for allowing customers' identities to be stolen by call centre workers in India. "

"As authorities in the UK and India began inquiries, banks came under fire for moving thousands of call centre jobs abroad to save money. "

"
Fraud experts warned that the security breach was likely to be the 'thin end of the wedge' as more financial institutions switch jobs abroad."

"

Bahree, who has gone on the run, worked for Daksh eServices, a subsidiary of IBM, in Delhi's Gurgaon district, where nearly 40 call centres are based. He said he could get up to 200,000 account details a month. He handed over account holders' secret passwords, addresses, phone numbers and details of their credit cards, passports and driving licences.

He even had the issue and expiry dates, and the three-digit security number from the back of the credit cards. The details could allow a fraudster to drain someone's bank account, buy goods over the internet or telephone using their credit card or apply for credit in their name. Bahree claimed he got the information from corrupt call centre workers.

Banks such as Barclays, HSBC and Lloyds TSB have all recently moved call centre jobs to India. Yesterday, the data protection watchdog said the suspected breach could lead to banks being prosecuted under the Data Protection Act 1998.

The Information Commissioner's Office said: 'There are clearly questions for them to answer regarding the steps they are taking to ensure the security of customer data that call centre staff have access to.' "
http://www.thisismoney.co.uk/saving-...8&in_page_id=7
"

Research from the National Consumer Council has revealed 80% of people believe they have lost control of their personal information as companies use more sophisticated technology to track our spending and behavioural habits.
The NCC claims the mass of information being produced is not being used correctly by the firms that obtain it, leading to identification 'neglect and pollution'."

"NCC chief executive Ed Mayo said: 'We are living in a surveillance society but our data protection laws aren't up to the job. Research consistently shows that many companies fail to comply with data protection legislation – often unaware of their responsibilities.

'Giving the UK's personal information regulator auditing and inspection powers would help enforce new, tougher laws better.' "

opelfruitcase · 30-09-2006, 08:04

Quote:

Originally Posted by popper

HandyMan Said:
"ntl have proceeded to to ignore the proactve route to fixing problems and have lowered the quality of customer service through out sourcing."

its werth once again reminding people about the dangers of outsourcing to other countrys.

I don't think handyman was referring specifically to outsourcing abroad but outsourcing in general, possibly thinking of (but not explicitly referring to) Swansea and Liverpool sites, outsourced fault/install techs in addition to outsourcing abroad.

Toto · 30-09-2006, 11:26

Quote:

Originally Posted by popper

HandyMan Said:
"ntl have proceeded to to ignore the proactve route to fixing problems and have lowered the quality of customer service through out sourcing."

its werth once again reminding people about the dangers of outsourcing to other countrys.

keeping in mind NTLs current policy as set out in the t&c's
"8.4 By having ntl services installed in your home and/or by using them you consent to our transferring your information to countries which do not provide the same level of data protection as the UK if necessary for providing the services you require. If we do make such a transfer, we will put a contract in place to ensure your information is protected."

after all NTL:tw, do seem to like ignoring their own t&c contract, so how exactly do they expect to protect your personal data (and that includes anything that links you or your name to ntl, even old dead accounts)
from being processed without your permission.

from 2005 storys about the banks, they can afford a hit, can NTL.....

http://www.thisismoney.co.uk/saving-...7&in_page_id=7
Banks at risk of ID theft charges
Sam Greenhill and Richard Shears, Daily Mail
24 June 2005
HIGH Street banks have been warned that they risk being prosecuted for allowing customers' identities to be stolen by call centre workers in India. "

"As authorities in the UK and India began inquiries, banks came under fire for moving thousands of call centre jobs abroad to save money. "

"
Fraud experts warned that the security breach was likely to be the 'thin end of the wedge' as more financial institutions switch jobs abroad."

"

Bahree, who has gone on the run, worked for Daksh eServices, a subsidiary of IBM, in Delhi's Gurgaon district, where nearly 40 call centres are based. He said he could get up to 200,000 account details a month. He handed over account holders' secret passwords, addresses, phone numbers and details of their credit cards, passports and driving licences.

He even had the issue and expiry dates, and the three-digit security number from the back of the credit cards. The details could allow a fraudster to drain someone's bank account, buy goods over the internet or telephone using their credit card or apply for credit in their name. Bahree claimed he got the information from corrupt call centre workers.

Banks such as Barclays, HSBC and Lloyds TSB have all recently moved call centre jobs to India. Yesterday, the data protection watchdog said the suspected breach could lead to banks being prosecuted under the Data Protection Act 1998.

The Information Commissioner's Office said: 'There are clearly questions for them to answer regarding the steps they are taking to ensure the security of customer data that call centre staff have access to.' "
http://www.thisismoney.co.uk/saving-...8&in_page_id=7
"

Research from the National Consumer Council has revealed 80% of people believe they have lost control of their personal information as companies use more sophisticated technology to track our spending and behavioural habits.
The NCC claims the mass of information being produced is not being used correctly by the firms that obtain it, leading to identification 'neglect and pollution'."

"NCC chief executive Ed Mayo said: 'We are living in a surveillance society but our data protection laws aren't up to the job. Research consistently shows that many companies fail to comply with data protection legislation â€“ often unaware of their responsibilities.

'Giving the UK's personal information regulator auditing and inspection powers would help enforce new, tougher laws better.' "

Well, kind of off topic, but thanks for pointing that out.

Gambit37 · 01-10-2006, 01:04

Uhuh, ok, thanks for that guys. Doesn't really help my problems though...

Druchii · 01-10-2006, 01:16

Quote:

Originally Posted by Gambit37

Uhuh, ok, thanks for that guys. Doesn't really help my problems though...

Still not been fixed?

opelfruitcase · 01-10-2006, 01:31

Quote:

Originally Posted by Gambit37

Uhuh, ok, thanks for that guys. Doesn't really help my problems though...

Would offer to help but unfortunately as soon as you mentioned channel line up in relation to dates this week I realised I was unable to help myself. Now if only I had access to ICMS (the billing system for your area) things would be so different!

Gambit37 · 06-10-2006, 14:25

Nope, still not fixed. I've tried phoning 12 times in the last week and have been on hold for so long every time that I give up after half an hour. That's six hours wasted just waiting on hold. Utterly awful service. Can anyone recommend a good time to ring to have some chance of getting through?

If not, I'm going to write a letter and get the whole thing removed and go with a different provider. This is the worst telephone support i have ever witnessed, anywhere. Ever.

scrotnig · 06-10-2006, 15:11

I have to say there's a raft of people lately deciding to rely on mobiles rather than having landline to save themselves Â£11 a month.

What these people are not considering, is that phoning them then costs the Earth. I can phone people on landlines for about 5p for over an hour. To ring a mobile will cost more than that per minute.

I wonder, do these people ever start to wonder why nobody phones them any more?

Gambit37 · 06-10-2006, 16:19

You obviously aren't aware of the great packages you can get on mobiles and the fact that I phone my friends back if they want a long chat as it costs virtually nothing.

Why should I take a landline when I don't need it? Just to make hundreds of support calls to NTL? Not really. Of course, that's only a good idea assuming the damn products they give you actually work. With hindsight, yes, it would have been cheaper and easier to have taken a landline, but I hadn't banked on the service sucking big fat ass.

On another note, I'd be far less angry if the fault support line actually gave you some indication of where you were in the queue.

Anyway, I got through earlier! Yay! To Delhi! After explaining my woes, the nice lady said it sounded like the box was knackered and I'd need an engineer visit. No kidding huh? Anyway, she couldn't book it and told me to ring back cos their system were down!

You gotta laugh or you'd slit your own throat.

opelfruitcase · 06-10-2006, 18:55

Just a quick snipped of info that may help - best time to try faults is either between 8 and 9 in the morning or between 7.30 and 8 in the evening.