NTL to be commended!

thermio · 22-01-2006, 21:18

This is a new one for me.
I'm usually happy reading comments, feedback and ideas without feeling the need for particicpation myself. As of last week, I need to let you know what kind of a service I received. I have cable tv, phone & broadband which ticks over without any problems (aside from some annoying software faults). I was watching the snooker and noticed the picture freezing intermittently - just a nanosecond, but enough to make Ronnie O'sullivan look like he's in a Prodigy video. It happened on BBC2 and I put it down to a broadcast fault. When I started flicking around, it was not isolated to Beeb2 so must be a problem my end.

I called NTL about 09:30 the following morning, explained the problem and the helpdesk engineer remotely checked the box. He said an engineer would be at my house in the afternoon - the very same one which was happening after dinner. Todays dinner.
Come 12:30, engineer arrived, I showed him what was happening, he checked these errors in installers menu and agreed something strange was happening. He changed boxes - same prob. He went to several other houses in the area (including an NTL engineer) and confirmed the fault. In fact, he came back to my house prior to leaving the area to confirm that a network engineer will be here to sort it.
At 15:00 n/work engineer called me to tell me he was starting work. Called me again to ask me if it had improved and to update me. Finally, when it had been fixed he called me to thank me. Thank me for finding the problem - FFS!
Anyway, problem solved and I feel like a valued customer. Nice one. Makes a change dunnit!

Chris W · 22-01-2006, 21:21

It is good to hear positive feedback! Glad you have had a good experience, and fingers crossed you don't need to find any more faults for ntl!!

thermio · 22-01-2006, 21:22

Only good can come out of being treated like a human. Hell, its motivated me to start a thread!

**Stuart C** · 22-01-2006, 21:23

to Cableforum!

It's nice to hear someone has had good service.

**Mick** · 22-01-2006, 21:26

Hi Thermio,

to CF.

If you haven't already let ntl know how you feel too by giving your feedback Here.

thermio · 22-01-2006, 21:29

Thanks Michael,

I did want to give feedback but couldn't find out how to. Hence the public thread. I'll head there now.

Thermio

kazaddress · 23-01-2006, 16:41

thats nice to hear

joggerspark · 23-01-2006, 19:58

Lucky you... I hope I get the same good service from the engineer visiting me on Wednesday..

Ramrod · 23-01-2006, 20:06

I have had 2 recent engineer visits, next day service and very helpful.

Mick The Gwailo · 24-01-2006, 12:33

I just wish you could get 'em to stop telling me to

"Press Red" on Channels every

ten mins ....

Yes, I KNOW that "Pop-up" is here to stay

Neil · 24-01-2006, 16:24

Why should ntl (or any company for that matter) be commended for A) Doing what you have asked them to, & B) what you are paying them to do?

HourOfTheWolf · 24-01-2006, 16:49

In an ideal world you'd be right, but let's be honest if you got service like this from every company then it wouldn't be such a big deal when one firm does the right thing.

In line with, I suspect, a lot of people I have always found ntl to be great right up until the point where a minor technicality means you have to phone the customer service number.

Traditionally this is the point where I would cheerfully exchange various internal organs not to be on hold for 40 minutes before speaking to someone who has the appearance of having undergone brain death!

I did read the handout that came with the bill that said ntl were investing millions in upgrading customer service and I did give a shallow and cynical laugh out loud on reading it.

Well it appears I have to eat my words as the last four times I have had to call customer service (to deal with one technical problem and two individual package changes and a swap to the value pack deal) I have had the phone answered within a minute and spoken to someone who could actually deal with the problem then and there. On the one occasion when they promised to phone back, they actually did!

There are people out there who would say this was pure luck, or "that's what you get when you call at midnight", but the calls were at different times and for different things. Once might be lucky; twice might be coincidence, but four times seems to me to be getting it right.

Everyone bitches about ntl, but for those of us who have had cable since the NYNEX days and who remember just how "rat droppingly" awful Cable & Wireless were at running domestic communications (look at Bulldog Broadband today for the same levels of love, care and attention from C&W), ntl do seem to be turning it around successfully.

Well done!

Stu038 · 24-01-2006, 18:21

Quote:

Originally Posted by Neil

Why should ntl (or any company for that matter) be commended for A) Doing what you have asked them to, & B) what you are paying them to do?

Cos we all like to feel loved?

**Mick** · 24-01-2006, 18:35

Quote:

Originally Posted by Neil

Why should ntl (or any company for that matter) be commended for A) Doing what you have asked them to, & B) what you are paying them to do?

It's about appreciation Neil. People feel a good job is done, thus its appreciated it doesn't or should not come down to just doing something just because for the sake of getting payed for it. I know we all work to earn a living but praise is free and it helps to know when people do the right thing instead of or as well as the wrong thing.

Chrysalis · 24-01-2006, 19:56

I always say thank you as a coertusy (bad spelling sorry) if someone just does their job and especially if they go out the way to help. But lets not forget that problems do exist and without sites such as this it would be left unheard.