NTL - compensation

[edwardp]

I now only get 6kps downloads from NTL and they dont seem to be able to give help as to what the problem is or when it might be sorted. Has anyone had any joy getting compensation out of them, all i get is bounced from one department to another b4 being cut off........ not bad for a telecoms company!

Does it look like this prob is a temp glitch or a long term problem? help :-(

[Reality]

You shouldn't be getting bounced round departments.

For getting it fixed you need to ring the CM tech support line, they can then contact your local franchise if needed to get an enginer out to you. They should contact you to arrange a sutiable time.

As for refunds, i'm fairly certain that you need to contact your local franchise. If you do find that they want to pass you around before they sort it, take the call to a higher level first (i.e. a supervisor). They generally take a personal interest in the situation then...

If you have been having problems though, take the call to a higher level immediately - it may require a few minutes on hold but is normally worth it...

[Jestur.]

I take you are on CM and not dial up ntlworld, so heres my take, disregard is necessary :)

Have you tried doing any diagnostic type stuff, eg, see if there is huge packet loss at a particular server (try neotrace as you get to send shed loads of packets and gives you a nice map :)

If you seem to have a stable connection with reasonable pings, i can't think why your d/l would be that limited

Again, try off peak times and UK servers, just to make sure.

As for your case against ntl

well i would say (insert personal oppinion here)
you would stand a better chance if you documented times, sites and d/l speeds for a while just to prove that it is not an external factor, if you do this and send it to them it might also help to diagnose said problem.

But documenting, would certainly strengthen your case, and if they are indeed failing to provide the service they may well give you free online time in compensation (i wouldn't hold out for anything less)

Friend recently lost service for 3 days, when he rang to ask what was up the guy on the phone was not helpful and very abrupt, so friend politely asked to speak to a manager and got hung up on. Rang back and explained the situation and got 2 months free cm out of em.

But i would say that keep calm and don't be rude and you stand a better chance.

Hope this helps

Jestur

[edwardp]

thanks all, i tried to reply last night but kept getting timed out (yes, on a CM!!)

I will try the softly, softly approach and see what happens.

thanks, Ed