NTL cutomer service

Dodge

Shockingly they answered my call today within 3 minutes of calling them. I wasn't even ready. I had planned on looking for account detail etc while I was on hold. Far better than the last time I phoned (roughly an hour)

Even helped fix the problem!! :eek:

elderlemon

well yesterday I called to see if they can fix my stb - keeps crapping out with subscriber card not found error and reboots. Happened at least every 5 minutes last night.

They said they will send out an engineer to replace the unit - on April 11th!!!

A whole month for them to fix their problem! Makes me want to dump the lot and go with sky.

Dodge wrote:

Shockingly they answered my call today within 3 minutes of calling them. I wasn't even ready. I had planned on looking for account detail etc while I was on hold. Far better than the last time I phoned (roughly an hour)

Even helped fix the problem!! :eek:

Dodge

Must be back to normal so

Rosser

elderlemon wrote:

well yesterday I called to see if they can fix my stb - keeps crapping out with subscriber card not found error and reboots. Happened at least every 5 minutes last night.

They said they will send out an engineer to replace the unit - on April 11th!!!

A whole month for them to fix their problem! Makes me want to dump the lot and go with sky.

I had the same problem and after some serious rows got no where so I did go to to Sky & Eircom....wish I hadn't! Eircom b/band is slower and the Sky EPG drives me nuts so hang in there!

datk

Rosser wrote:

I had the same problem and after some serious rows got no where so I did go to to Sky & Eircom....wish I hadn't! Eircom b/band is slower and the Sky EPG drives me nuts so hang in there!

I'm thinking about going with Sky and Eircom, the TV will be winner hands down - you can't set anything to record in advance on NTL digital channels, while I can get my DVD recorder set up you can only set reminders for the stb for the current day which is useless if you're away and want programmes off different channels.

But Eircom BB - how much slower are you finding their broadband? I'm going from NTL's basic BB to Eircom's one at roughly the same price. I've been having problems with NTL over the last few months - I have to reboot my modem at least once a day and have been without service for regular periods - and lenghty ones to.

D

D

bk

datk wrote:

But Eircom BB - how much slower are you finding their broadband? I'm going from NTL's basic BB to Eircom's one at roughly the same price. I've been having problems with NTL over the last few months - I have to reboot my modem at least once a day and have been without service for regular periods - and lenghty ones to.

You should look at BT rather then Eircom, BT packages are much better value then Eircom including line rental and free calls.

Also worth looking if Smart Telecom are available in your area.

BTW I've NTL for BB and I've never had any problems, far more stable and faster then the DSL I previously had.

Anti

I had a similar problem, We upgraded to broadband max, And found we were were only getting 3mb speed. Rang Ntl, they said 300kbs is a normal download speed for 6mb.

I ranted for a while, saying if i wanted to download at 300kb i would have got the 3mb package....

Lots more ranting and complaining to a cork woman who i could barely understand, Came to the conclusion that the modem i have ( old grey one ) was incompatible with 6mb. So they said it would be april 23rd before they could send a engineer round to swap it over. I then went ape **** and ranted for a while longer. Demanded a manager, was given a Team Leader. At this point i lost the head ( didnt swear ) and demanded a Manager or i shall have the Direct Debit cancelled.

Managed to get through to a Manager finally, And told him to just send a new modem out in the post, He agreed and offered to send it delivery ( courier ) Who promised to be out to me that night.

Low and behold the modem didnt turn up that night, but the next morning. Because.... Guess what.... The courier driver ( foreign ) was not reading the address but was reading the managers name.........


Still cant complain to much, got a new modem ( black motorola ) hooked it up.... Had to ring in to give them my mac address to activate the service ??


So all was grand, Had great speeds as i should. But then today tried to hook up the Belkin router and guess what.... The modem would not communicate with the router....

So i thought, no harm, i have a laptop here with wireless, ill set it up on that. And guess what this time.... The CD with these new modems are locked to one machine at a time.... So it works fine on this laptop but when i try to connect the modem up with the other laptop, i am not assigned a ip from the modem, just a 192.168 ip which is obviously not gonna get me hooked up to the net....

So now im waiting on a call from tech, who im told close at 6pm, Even though i know they are open untill 9pm, as i got a call that time the night before last... They are closed all weekend, Not open on monday although all other departments are open...

Now im ready to crack up...

</rant>

summer21

I have been without full service since jan 9th. Towards to end of january when they would send someone out to fix it in a timely manner and at I time that suited me, I have up and tried sky.

Unfortunalty I couldn't get sky installed as my balcony faces the wrong way for dish, so I had to go back to NTL in mid Feb.

Spent another two weeks waiting for them to send some one out to fix it and they eventually told me the account had been cancelled (despite the fact they where still sending me bills)

I next phoned sales who had somebody out within 4 days to reinstall. Unfortunalty there is still something wrong and I can't get all channels. A another hour on phone tonight and still no joy.
The next available slot for someone to come and fix existing installation is mid April.!!

So 3-4 days for new install but a month to fix an existing!

SteM

Dodge wrote:

Shockingly they answered my call today within 3 minutes of calling them. I wasn't even ready. I had planned on looking for account detail etc while I was on hold. Far better than the last time I phoned (roughly an hour)

Even helped fix the problem!! :eek:

I've been on to them a fair bit recently. Granted they've been answering the phones quickly enough but they really don't have a clue what to do once they've managed that.