Page 1 of Appalling ntl customer service

I have just sent ntl this message via the complaints form on their website:
Quote:
I phoned to report a non-functioning digital set-top box on the morning of Friday September 17th.
After a 90 minute wait, I actually was able to talk to an operator who assured me that an engineer would definitely call today, Saturday, between 12:00 and 18:00 after confirming that someone would be in.
I waited for this engineer to call but no-one has called.
I phoned you again and, after a 45 minute wait, spoke to another operator who promised that he would investigate and phone me back. I have had no such phone call.
I therefore phoned back but found all lines to be closed for today!
Your level of service is appalling, your promises are worthless and it leaves me with a very negative impression of your company.
I am particularly upset as I had intended to watch a pay per view boxing event tonight but, at present, do not have a functioning digital box to enable me to do so.
The time is now 18:35 on September 18th and I am still waiting for your response and engineer.
I would appreciate a full investigation and explanation as to the length of time I have been kept on hold and why I waited in for an engineer who failed to appear.

I am still waiting >:( >:(

EDIT - Engineer came at 6.50, removed the `equaliser` and the box is now working. Apparently I was lucky to get through at all; he said normally they hang up on you after you press 2 to report a fault!

This item was edited on Saturday, 18th September 2004, 23:22

Well said. Annie`s nevber liked NTL. That said, I always try to do as little work as possible on a saturday..

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I ate what?


My Collection

2 points

1) no point emailing them several times I have I`ve been sent an auto thing saying "phoen teh number" great, when like you, that`s what I wanted to moan about, especially when I had 45 min on the 0845 number cos they messed up my broadband :(

2) I`ve nenever heard of them sending out a techninca, on a weekend, I was told Mon _fri Mon or afternoon, no evening, no weekends :(

So consider yourslef err lucky ?!?!?!

Al

The auto response email I received said:

Quote:
Thank you for taking the time to submit your complaint to ntl:home.

ntl: aims to provide and maintain a high level of service at all times, in
doing so treats every customer concern seriously.

Your complaint has been registered under ref.

Once we have investigated your issue, we will contact you in order to gain
a resolution and bring the matter to a close.

I`m not holding my breath.

This item was edited on Saturday, 18th September 2004, 21:21

NTHELL?? TELL ME ABOUT IT! >:( _PK

The clock turns to 12.00, I press red to buy the event and the f***ing box crashes! >:(
I reboot it and have to buy it again - it crashes AGAIN! >:(
After rebooting for a 3rd time the event is bought and the 1st fight starts; after 2 mins of round one, the f***ing thing crashes again! Not happy! >:(

I`m just hoping it doesn`t crash during De La Hoya vs. Hopkins.

My problem with my box was that it would disconnect my broadband connection every now and again :(

Eventually an engineer came to fix it, and he told me there were 3 known problems the boxes had

1) Mine, i.e. random internet disconnection
2) yours, i.e. menus crashing box
3) random loss of tv signal again requiring reboot of box.

Some boxes have non of the above problems

He said that if my symptons persisted I shoudl insist on another box.

Now since my girlfriends sister has the 3rd problem, I know how annoying that is, I mean who wants to switch of box in middle of program cos it`s gone wrong!

So I decided I was better off not demanding a new box, in case I got worse problems :( Instead I got a separate cable modem.

Now if I was you, I would demand one of the new silver Samsung boxes. From what I read on NTL newsgroups, they are much much better than the black Pace one.

I tried that before asking for a separate modem, and they wouldn`t swap my box, but may work for you!

Alan

This item was edited on Sunday, 19th September 2004, 14:14

The engineer told me to request a new box if mine crashed again so I will give them a ring tomorrow and demand a new one. I did not know there was an alternative to the Pace boxes so I`ll keep my fingers crossed that if I do get a Samsung one:
a) it works and
b) it fits in the gap in my unit where the Pace box is!

The only slight problem with the Samsung box is that it has no audio outs, so you`d need to get some sort of adapted Scart cable if you wanted to run it through an amp.

Cheers

Si



Our Collection (including the ones that belong to the kids!)

`I have something to say. It`s better to burn out than to fade away.`

I had a nice little card through the door inviting me to finally sign up to Broadband with NTL - So I phoned and guess what?

Sorry sir Broadband is not available in your area!! - should have known!!