foxprorawks
22-11-2006, 19:33
Last week I telephoned NTL technical support because we have all problems all this month with a really slow connection (we are paying for 10Mb, but the speedtest on this site shows 0.04 Mb/s).
After a few tests, we agreed that an engineer would come out on Tuesday morning this week.
When my wife came back from work, we realised that she wouldn't be here on Tuesday, so we telephoned and rearranged for the engineer to come on Wednesday morning. Both of these telephone calls were made on the same day.
My wife took the morning off work, but the engineer didn't arrive. She telephoned and was told that the appointment had been cancelled by the customer. My wife was obviously pretty angry at being told this and telephoned me.
I 'phoned NTL and told them that we definitely didn't cancel the appointment. I was then told that the appointment may have been cancelled by accident by NTL, but that I could make another appointment for tomorrow afternoon.
This was no good to me, although my wife could again be home tomorrow morning. There was a lot of to-ing and fro-ing which culminated in me threatening to cancel if an engineer didn't arrive in the morning.
The person on the 'phone then told me that he could transfer me to customer services as they could unlock additional engineering resource.
When I was transferred to customer services, they weren't told what my call was about so I had to go through my story again. I was offered 3 months of broadband at half price (which, in retrospect, isn't that big an offer). The woman on the 'phone also said that it's possible NTL's system may be deleting appointments on its own :erm: and that customer services cannot do anything about engineering resource.
She had to transfer me back to engineering to arrange another appointment. I spoke to a third person and we have arranged for an engineer to come out on Sunday morning.
Is this really the standard of service at NTL, or have I just been unlucky?
Also, a quick question. We have an Ambit NTL 100 modem. I've noticed the following in the downstream status:
Downstream Modulation : 256 QAM
Is my modem fully compatible with 256 QAM?
Regardless of the answer to that, I'm hoping that the engineer will bring a new NTL 250 modem with him. If the modem needs replaced and he doesn't have a replacement with him, I won't be best pleased :mad:
After a few tests, we agreed that an engineer would come out on Tuesday morning this week.
When my wife came back from work, we realised that she wouldn't be here on Tuesday, so we telephoned and rearranged for the engineer to come on Wednesday morning. Both of these telephone calls were made on the same day.
My wife took the morning off work, but the engineer didn't arrive. She telephoned and was told that the appointment had been cancelled by the customer. My wife was obviously pretty angry at being told this and telephoned me.
I 'phoned NTL and told them that we definitely didn't cancel the appointment. I was then told that the appointment may have been cancelled by accident by NTL, but that I could make another appointment for tomorrow afternoon.
This was no good to me, although my wife could again be home tomorrow morning. There was a lot of to-ing and fro-ing which culminated in me threatening to cancel if an engineer didn't arrive in the morning.
The person on the 'phone then told me that he could transfer me to customer services as they could unlock additional engineering resource.
When I was transferred to customer services, they weren't told what my call was about so I had to go through my story again. I was offered 3 months of broadband at half price (which, in retrospect, isn't that big an offer). The woman on the 'phone also said that it's possible NTL's system may be deleting appointments on its own :erm: and that customer services cannot do anything about engineering resource.
She had to transfer me back to engineering to arrange another appointment. I spoke to a third person and we have arranged for an engineer to come out on Sunday morning.
Is this really the standard of service at NTL, or have I just been unlucky?
Also, a quick question. We have an Ambit NTL 100 modem. I've noticed the following in the downstream status:
Downstream Modulation : 256 QAM
Is my modem fully compatible with 256 QAM?
Regardless of the answer to that, I'm hoping that the engineer will bring a new NTL 250 modem with him. If the modem needs replaced and he doesn't have a replacement with him, I won't be best pleased :mad: