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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!

22-01-2006, 21:18	#1
thermio cf.member Join Date: Jan 2006 Posts: 3	NTL to be commended! 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!