No more freephone for customer services and broadband technical helpline from May - Virgin Media Broadband

TV DUNIYA · 10-03-2006, 20:57

Just got the latest NTL insider.
Check out this link:
http://www.alchemyworx.com/ntl/insid.../mysupport.htm

Can you imagine what the call costs are going to be,based on the amount of time,you're kept on hold,not to mention the 6p/10p connection charges as well

Oh,but we are getting a free support tool....Broadband Medic anyone

and a freephone number to check for faults to Broadband services

stud u like · 10-03-2006, 21:22

I think thats disgusting. I pay over 50 pounds a month to NTL as it is. I dont see why I should pay more if something goes wrong.

OffTheLine! · 10-03-2006, 21:59

Don't see the big deal. Not many big companies offer freephone numbers anyway.

M@ Morelli · 10-03-2006, 22:03

It is a big deal where ntl is concerned. They are completely incompetant at eveything they do and even a simple request ends up with you spending hours on the phone (and that's with absolutely no exageration). One call to ntl a few years ago lasted 1hr 45mins and it was they who cocked up in the first place.

pillsburyb · 10-03-2006, 22:40

NTL are going to be making more money from customers phoning up customer services than they are from customers subscriptions.

TK421 · 10-03-2006, 22:41

Quote:

Originally Posted by TV DUNIYA

J
Oh,but we are getting a free support tool....Broadband Medic anyone

and a freephone number to check for faults to Broadband services

At TW we have had the support tool, freephone number to check problems and 0845 to talk to BB support a while now. Tech support for TV + phone and general customer services are still free though (150 from a TW line or a 0800 number). I wonder when we will see the change.

hoppywan · 10-03-2006, 22:42

does that mean the 150 service has been removed or is chargable ?

cookie_boy2000 · 10-03-2006, 22:51

This is the final nail in the coffin for NTL. I've had reason to be on the phone to them for ages due to their stupidity over one thing or another, but this is it. I've put up with their f*ckwit incompetence for long enough.

If they think i'm prepared to be charged for having to bring to their attention something that they've screwed up on (usually the bill charges), that can go f*ck themselves.

I'm outta here.

johnboy726 · 10-03-2006, 23:00

I have just logged on and noticed that NTL is axing their FREEPHONE number, what a disgusting and disgraceful thing to do to us paying customers, as if we don't have to pay enough for the subscription charges.

what on earth do they think they are doing, so if we need help of any kind, or upgrade our subscription we have to pay to talk to customer services, how can they do this bearing in mind we are paying their wages for god sake .

PS: I,m a new Customer

solle · 10-03-2006, 23:01

Quote:

Originally Posted by cookie_boy2000

This is the final nail in the coffin for NTL. I've had reason to be on the phone to them for ages due to their stupidity over one thing or another, but this is it. I've put up with their f*ckwit incompetence for long enough.

If they think i'm prepared to be charged for having to bring to their attention something that they've screwed up on (usually the bill charges), that can go f*ck themselves.

I'm outta here.

Please when you find a Telco, Satellite,Cable,Bank,insurance,garage in fact most services in life ect that provide a feephone, now your going please let us know

Lunar · 10-03-2006, 23:01

Telewests used to be 0500 470 0000... That was scrapped ages ago... If I remember correctly, their "This number has changed" recording stayed on the line for a massive 2 or 3 days... that was it; now if you call it, it's just unobtainable. VERY few comapnies have freephone helplines anyway... Sky and Telewest don't. Lots of ISPs have premium rate numbers!

That article basically says that NTL have decided that the way Telewest have opted to provide support is better..... financially... for them.

cookie_boy2000 · 10-03-2006, 23:13

So Solle, because other companies don't it's okay with you if NTL don't?

I'll add you to the list of "those who don't get it".

I'll explain what I mean..........................the consumer is getting screwed over by everyone corporate at the moment, but there's only so much anyone with any sense will put up with it. People like you who just bury their heads in the sand and give in to the apathy will always be the loser. If you let them do it then more fool you.

If enough people decide to cancel NTL (or any company that decides to just start charging for something that YOU WOULD ONLY PROBABLY USE TO EITHER INCREASE YOUR CABLE CHANNELS OR POINT OUT AN ERROR THEY'VE MADE) then they have to take notice.

I wouldn't have a problem with them charging if I knew it would lead to a better, quicker service, but we know that will not be the case.

SO, i'll protest in my own way, by denying them my custom - no big deal you might say, but if enough people do the same they will have to take notice.

koantemplation · 10-03-2006, 23:26

Quote:

Originally Posted by cookie_boy2000

SO, i'll protest in my own way, by denying them my custom - no big deal you might say, but if enough people do the same they will have to take notice.

Yep they've gone too far this time. A telephone company charging to use their telephone service to call them about customer service or tech help is rediculous.
Hold time should not be charged and especially not a connection fee.

FOXPRESIDENT · 10-03-2006, 23:57

Discusting! Can't wait to i get to cancel my NTL account... im going to tell them a few things they don't want to hear!

Dancc · 11-03-2006, 00:47

That really is shocking. I've only been with NTL for a month and already had to waste an hour of my time on the phone to someone excruciatingly incompetent at their customer services, the prospect of having to pay for such an ordeal doesn't sound very appealing.

mjh1701 · 11-03-2006, 01:43

In my opinion its not so bad. According to the info we got at work the call charges for 0845 are variable and is upto 6 pence per minute. It would be cheaper to call in evenings or weekends. I wil check this out when I get back to work though.

In fairness call queues have decreased significantly statistcally over the past few months ( I can only speak on behalf of the Faults department). There are a few spikes in the queue here and there but thats to be expected due to area issues. Recruitment is a continuing process, having more people at the busiest times of day is important (this is obvious) but its also having the quality of the advisors. This is something which we are having a big drive on, and the bad apples in the cart have been let go recently because of this.

As previously stated not many companies have a freephone telephone number anymore. Although this doesn't make it right it doesn't make it the worst thing to happen in the world either judging by peoples comments. I think it would be good to have a system where people could e-mail us regarding common minor issues. For example, voicemail problems, TVOD PIN issues. (in fact I will mention this at the next forum meeting). Eventually most billing could be done online, but there is a massive project behind the scene's to do this as all customers need to be migrated to one billing system.

All in all the company is moving in the right direction, and the majority of the time we are getting this right first time, due to extra training and resources the associates have, although im sure there are still instances which NTL are trying to address. But its a bit like turning a big oil tanker around... its a long process!

wizard_uk · 11-03-2006, 07:09

Quote:

Originally Posted by OffTheLine!

Don't see the big deal. Not many big companies offer freephone numbers anyway.

When it comes down to spending on average £3.60 whilst you are on hold then yes it is a big deal.

They should investigate putting some system in place that you aren't charged for the call until an operator actually speaks to you, I'm sure it could be done.

Or NTL compensate you for keeping you on hold so long.

OffTheLine! · 11-03-2006, 07:55

Quote:

Originally Posted by wizard_uk

When it comes down to spending on average £3.60 whilst you are on hold then yes it is a big deal.

They should investigate putting some system in place that you aren't charged for the call until an operator actually speaks to you, I'm sure it could be done.

Or NTL compensate you for keeping you on hold so long.

You're going a bit OTT there. Call queues are loads better than they were a year or so ago, and with the merger I'm sure they'll look to further improve things.

You've Sky Digital according to your profile. Out of interest, is it a free call when you call Sky's 08702 404040 number?

kinseyjaf · 11-03-2006, 07:58

NTL have got something in common with the treasury-they love to rob you at every oppertunity and dont give you value for money-am i not right ?

mtazov · 11-03-2006, 08:06

at the end of the day the call volumes will cut down as time waster calls won't bother calling in as they will get charged rather than a free for all for every query.
I had someone phone up and ask could they get BT openworld services through an NTL line. Its things like that, that make the call queues longer also we are not going to get calls from Mr Smith who wants to talk about his cat to you for 20 mins and because he is polite etc you can't just release the call.

orangeballoon · 11-03-2006, 08:26

daft. really daft. pay to inform them their own service doesnt work!

Cstar2229 · 11-03-2006, 09:22

More ways to extract money out of us.

Ring the sales desk and ask to be transferred internally or threaten to cancel.

skrjones · 11-03-2006, 09:36

I wouldn't mind if it was a geo number as then I could a mobile or a second service provider to get a reduced call rate, but as it is they do screw you over by making these non-geo rates so they reclaim parts of the costs that you have to pay them. Its the same as PAYG ISP's but you are getting little in return.

Hopefully the telewest service won't go the same way(I doubt it won't) or they keep the 150 free service from NTL/TW customers so if you are paying them already on their network you shouldn't have to pay twice.

simonlewis · 11-03-2006, 09:46

Why not dump NTL. Over 50 quid a month.

44 gets you all Sky and then u can get a decent phone package from BT.

johnthackeray · 11-03-2006, 10:33

silly people for charging, it makes my blood boil that we already pay for the services (tv, phone, bb) and now they want to charge us for their support lines

10-03-2006, 20:57	#1
TV DUNIYA Forum Member Join Date: May 2003 Services: FreesatfromSky, Freeview,Fta,Freesat,VM(Ex-Ntl) Posts: 5,301	No more freephone for customer services and broadband technical helpline from May Just got the latest NTL insider. Check out this link: http://www.alchemyworx.com/ntl/insid.../mysupport.htm Can you imagine what the call costs are going to be,based on the amount of time,you're kept on hold,not to mention the 6p/10p connection charges as well Oh,but we are getting a free support tool....Broadband Medic anyone and a freephone number to check for faults to Broadband services

10-03-2006, 22:51	#8
cookie_boy2000 Forum Member Join Date: Aug 2004 Posts: 63	NTl don't just get it This is the final nail in the coffin for NTL. I've had reason to be on the phone to them for ages due to their stupidity over one thing or another, but this is it. I've put up with their fckwit incompetence for long enough. If they think i'm prepared to be charged for having to bring to their attention something that they've screwed up on (usually the bill charges), that can go fck themselves. I'm outta here.

10-03-2006, 21:22	#2
stud u like Forum Member Join Date: Aug 2005 Location: The Sunny Side Of The Street Services: masculine men with passion! Posts: 17,617 Blog Entries: 14	I think thats disgusting. I pay over 50 pounds a month to NTL as it is. I dont see why I should pay more if something goes wrong.

10-03-2006, 21:59	#3
OffTheLine! Forum Member Join Date: Sep 2004 Location: North of England Services: Sky+ HD, Sky+, VM XL BB Posts: 919	Don't see the big deal. Not many big companies offer freephone numbers anyway.

10-03-2006, 22:03	#4
M@ Morelli Forum Member Join Date: Sep 2001 Location: Bedfordshire Services: Freeview, NTL:home, NTL:World Posts: 456	It is a big deal where ntl is concerned. They are completely incompetant at eveything they do and even a simple request ends up with you spending hours on the phone (and that's with absolutely no exageration). One call to ntl a few years ago lasted 1hr 45mins and it was they who cocked up in the first place.

10-03-2006, 22:40	#5
pillsburyb Forum Member Join Date: Jan 2005 Location: Nottingham Services: SKY, SKY MAX Broadband, Sky Talk Posts: 576	NTL are going to be making more money from customers phoning up customer services than they are from customers subscriptions.

10-03-2006, 22:42	#7
hoppywan Forum Member Join Date: Apr 2004 Location: Nottingham Services: Ex NTL Phone/TV and 4mb Internet. Freeview (old Nokia box) Virgin Mob Phone Posts: 20	does that mean the 150 service has been removed or is chargable ?

10-03-2006, 23:00	#9
johnboy726 Forum Member Join Date: Nov 2005 Posts: 381	I have just logged on and noticed that NTL is axing their FREEPHONE number, what a disgusting and disgraceful thing to do to us paying customers, as if we don't have to pay enough for the subscription charges. what on earth do they think they are doing, so if we need help of any kind, or upgrade our subscription we have to pay to talk to customer services, how can they do this bearing in mind we are paying their wages for god sake . PS: I,m a new Customer

10-03-2006, 23:01	#11
Lunar Forum Member Join Date: Nov 2003 Location: Nr Crystal Palace Services: Sky, Freeview, BT Broadband Posts: 402	Telewests used to be 0500 470 0000... That was scrapped ages ago... If I remember correctly, their "This number has changed" recording stayed on the line for a massive 2 or 3 days... that was it; now if you call it, it's just unobtainable. VERY few comapnies have freephone helplines anyway... Sky and Telewest don't. Lots of ISPs have premium rate numbers! That article basically says that NTL have decided that the way Telewest have opted to provide support is better..... financially... for them.

10-03-2006, 23:13	#12
cookie_boy2000 Forum Member Join Date: Aug 2004 Posts: 63	So Solle, because other companies don't it's okay with you if NTL don't? I'll add you to the list of "those who don't get it". I'll explain what I mean..........................the consumer is getting screwed over by everyone corporate at the moment, but there's only so much anyone with any sense will put up with it. People like you who just bury their heads in the sand and give in to the apathy will always be the loser. If you let them do it then more fool you. If enough people decide to cancel NTL (or any company that decides to just start charging for something that YOU WOULD ONLY PROBABLY USE TO EITHER INCREASE YOUR CABLE CHANNELS OR POINT OUT AN ERROR THEY'VE MADE) then they have to take notice. I wouldn't have a problem with them charging if I knew it would lead to a better, quicker service, but we know that will not be the case. SO, i'll protest in my own way, by denying them my custom - no big deal you might say, but if enough people do the same they will have to take notice.

10-03-2006, 23:57	#14
FOXPRESIDENT Forum Member Join Date: Jul 2002 Location: UK Services: All Terestial Channels & Sky Digital channels, AOL Broadband, Posts: 3,075	Discusting! Can't wait to i get to cancel my NTL account... im going to tell them a few things they don't want to hear!

11-03-2006, 00:47	#15
Dancc Forum Member Join Date: Dec 2004 Location: Northamptonshire Services: Freeview, Virgin Broadband, Xbox Live Posts: 18,755	That really is shocking. I've only been with NTL for a month and already had to waste an hour of my time on the phone to someone excruciatingly incompetent at their customer services, the prospect of having to pay for such an ordeal doesn't sound very appealing.

11-03-2006, 01:43	#16
mjh1701 Forum Member Join Date: Nov 2005 Services: NTL TV, PHONE and 1MB BB Posts: 13	In my opinion its not so bad. According to the info we got at work the call charges for 0845 are variable and is upto 6 pence per minute. It would be cheaper to call in evenings or weekends. I wil check this out when I get back to work though. In fairness call queues have decreased significantly statistcally over the past few months ( I can only speak on behalf of the Faults department). There are a few spikes in the queue here and there but thats to be expected due to area issues. Recruitment is a continuing process, having more people at the busiest times of day is important (this is obvious) but its also having the quality of the advisors. This is something which we are having a big drive on, and the bad apples in the cart have been let go recently because of this. As previously stated not many companies have a freephone telephone number anymore. Although this doesn't make it right it doesn't make it the worst thing to happen in the world either judging by peoples comments. I think it would be good to have a system where people could e-mail us regarding common minor issues. For example, voicemail problems, TVOD PIN issues. (in fact I will mention this at the next forum meeting). Eventually most billing could be done online, but there is a massive project behind the scene's to do this as all customers need to be migrated to one billing system. All in all the company is moving in the right direction, and the majority of the time we are getting this right first time, due to extra training and resources the associates have, although im sure there are still instances which NTL are trying to address. But its a bit like turning a big oil tanker around... its a long process!

11-03-2006, 07:58	#19
kinseyjaf Forum Member Join Date: Jul 2005 Location: Hainault-Essex Services: VIRGIN vip package,V+ Box,10mg Broadband Posts: 1,180	NTL have got something in common with the treasury-they love to rob you at every oppertunity and dont give you value for money-am i not right ?

11-03-2006, 08:06	#20
mtazov Forum Member Join Date: Mar 2002 Location: Swansea, Wales Services: VM digital cable, VM 20meg BB & Phone Posts: 1,021	at the end of the day the call volumes will cut down as time waster calls won't bother calling in as they will get charged rather than a free for all for every query. I had someone phone up and ask could they get BT openworld services through an NTL line. Its things like that, that make the call queues longer also we are not going to get calls from Mr Smith who wants to talk about his cat to you for 20 mins and because he is polite etc you can't just release the call.

11-03-2006, 08:26	#21
orangeballoon Forum Member Join Date: Aug 2001 Location: london-essex ex cwc Services: XL 10meg talk unltd V+ box Posts: 5,348	daft. really daft. pay to inform them their own service doesnt work!

11-03-2006, 09:22	#22
Cstar2229 Forum Member Join Date: Mar 2005 Location: Southern England Services: VM Cable TV & Broadband Posts: 21,895	More ways to extract money out of us. Ring the sales desk and ask to be transferred internally or threaten to cancel.

11-03-2006, 09:36	#23
skrjones Forum Member Join Date: Jan 2003 Location: Keighley, West Yorkshire Services: Freeview + Freesat, ADSL24 Max, Primus CPS Posts: 2,179	I wouldn't mind if it was a geo number as then I could a mobile or a second service provider to get a reduced call rate, but as it is they do screw you over by making these non-geo rates so they reclaim parts of the costs that you have to pay them. Its the same as PAYG ISP's but you are getting little in return. Hopefully the telewest service won't go the same way(I doubt it won't) or they keep the 150 free service from NTL/TW customers so if you are paying them already on their network you shouldn't have to pay twice.

11-03-2006, 09:46	#24
simonlewis Forum Member Join Date: Sep 2002 Location: Glemsford, Suffolk Services: Sky HD, Zen 6 meg broadband, Humax 9200 Freeview, Posts: 251	Why not dump NTL. Over 50 quid a month. 44 gets you all Sky and then u can get a decent phone package from BT.

11-03-2006, 10:33	#25
johnthackeray Forum Member Join Date: Apr 2004 Location: N Yorks Services: Virgin Media, SkyHD, Thomson DTI 550, iMac, Xbox360, iPod Classic, iPhone Posts: 1,889	silly people for charging, it makes my blood boil that we already pay for the services (tv, phone, bb) and now they want to charge us for their support lines