Poor customer service - Irish ISP Test - Broadband Forum

Polar Ice · #1 (**permalink**) 12th March 2006, 04:19 PM

I recently tried to get in contact with NTL via their webiste. They say that they will contact you back within 24 hours (1 work day). One week later they still havn't gotten back to me. Now I know its not exactly customer service, but If they can't contact potential customers within 1 a week then I'm wondering how bad their actual customer service is.

Can anyone who is with NTL voice thir experience with regard to customer service?

Esb16 · #2 (**permalink**) 12th March 2006, 08:45 PM

Why not ring them?

The number is a freephone [1 800 234 234 I think] andcan be found on their website as are the hours of service.

AT least you'll be able to talk to a person.

I was on to them regarding the supply of broadband to parts of Dublin 15 and got instant answers by phoning.

I can only comment about their service to the TV aspect of their business and they have always come when arranged.

ESB 16

rathbornefxh · #3 (**permalink**) 13th March 2006, 10:59 AM

Quote:

Originally Posted by Esb16

I was on to them regarding the supply of broadband to parts of Dublin 15 and got instant answers by phoning.

Hi there esb,... so was NTL able to offer broadband to you in Dublin 15... we may be "inviting" NTL to replace the service provider in our new development at Ashtown. More tempting and likely if you have Broadband with NTL.

DonkeyStyle \o/ · #4 (**permalink**) 13th March 2006, 04:03 PM

Mmm, I've also been looking at NTLs offerings, but in hearing about how bad their customer serivice is; I'm having second thoughts.
Whatever about ringing them, they shouldn't offer contact promises they can't keep.

Esb16 · #5 (**permalink**) 14th March 2006, 12:46 AM

Hi Rathbornefxh,

No joy with NTL.

They told me that it would be about 6 months before the relevant supply to the Clonsilla area would be upgraded and Magnet's website say it would be about 2/3 months for them.

You know, I am beginning to feel that there is a serious need for a consumer lobby group to be formed to take on the current crop if ISPs and what they call service.

If we banded together and actually did what we might threaten to do, say withdraw payments until the ISP lived up to what they contracted for WITH US, not us with them or whatever action, they might actually take the consumer seriously.

This is one of the problems with irish people - we moan and groan but do little else about it.

Let's see what this post brings by way of suggestions, if anything.

ottamanviper · #6 (**permalink**) 16th March 2006, 03:58 PM

Ntl have alsways had a good service when ever i rang them hardly ever had a problem with them

lunatec · #7 (**permalink**) 20th March 2006, 06:48 PM

Can't vouch for NTL's customer service (because I've never had any problems with the service!) You get what you pay for and no downtime. Very happy with product. Seems to be best solution here in Galway (don't know about rest of the country). One gripe, no means to check your account (i.e. how much has been downloaded etc.) via the web.

ottamanviper · #8 (**permalink**) 22nd March 2006, 02:42 PM

Quote:

Originally Posted by lunatec

Can't vouch for NTL's customer service (because I've never had any problems with the service!) You get what you pay for and no downtime. Very happy with product. Seems to be best solution here in Galway (don't know about rest of the country). One gripe, no means to check your account (i.e. how much has been downloaded etc.) via the web.

If you do a lot of downloading just keep track of how big the files are

rodoman · #9 (**permalink**) 23rd March 2006, 08:55 PM

Quote:

Originally Posted by ottamanviper

If you do a lot of downloading just keep track of how big the files are

I have ntl broadband in Waterford, and have had no problem with it since the day it was installed.

I use DU Meter to monitor my usage around €/$ 20 if I remember correctly

Their Customer Service No is 1800 321 321

philo123 · #10 (**permalink**) 28th March 2006, 07:35 PM

My cable and broadband went today, and I rang them 4 times
7 minutes on hold
12 minutes on hold
8 minutes on hold
15 minutes on hold

Disgraceful.
Seriously unhappy.

ottamanviper · #11 (**permalink**) 24th April 2006, 08:29 PM

Those iddiots in ntl cant seem to do anything right anymore the guys in customer service were to upgrade my line to 6meg for the last week first they said last tuesday then it was ment to be friday then saterday its now monday and still ive seen no changes anyone have same problem?

CLIVE37 · #12 (**permalink**) 24th April 2006, 10:00 PM

I've been waiting the last three weeks to be upgraded
everytime i ring i'm told a it will be in a day or two

ottamanviper · #13 (**permalink**) 25th April 2006, 10:56 PM

Quote:

Originally Posted by CLIVE37

I've been waiting the last three weeks to be upgraded
everytime i ring i'm told a it will be in a day or two

Hey clive37 you using the old or new modem that they provide?

I have a hunch that the old modems are crap and cant handle the speed.

CLIVE37 · #14 (**permalink**) 26th April 2006, 12:55 AM

I rang ntl today this time i got upgraded
test shows speeds of 8.5mb down and 490kb up

i have the new modem I only got ntl in january

ottamanviper · #15 (**permalink**) 27th April 2006, 10:37 AM

Quote:

Originally Posted by CLIVE37

I rang ntl today this time i got upgraded
test shows speeds of 8.5mb down and 490kb up

i have the new modem I only got ntl in january

I rang ntl aswell but they gave me a story of yea the upgrade is requested but there is loads of customers requesting it plus they had to do each one manually and mine has not yet been processed they are extreamly slow.

CLIVE37 · #16 (**permalink**) 27th April 2006, 05:11 PM

Same story when i rang them , so every second day i would ring them
and after three weeks i got it , so hopefully you will get it soon
what speed are you getting now when you test it ?
I use to get 2.95mb down and 287kb up
last night i got 9.27mb down and 486kb up

ottamanviper · #17 (**permalink**) 27th April 2006, 08:23 PM

Im really not in the mood to be waiting another 2 weeks for the damn upgrade. Anyone have any idea how many customers ntl have?