I take back some of my nice comments about NTL

In the past, I’ve been pretty complimentary about the NTL customer service. However, after they stole about 30 minutes of my life last Friday afternoon, I’m not so sure any more.

Tried to get through 3 times to upgrade my broadband package (the previously mentioned Slingbox needs a faster upload than I had already). And I also wanted to cancel my Setanta Sports package – I had it for the Rugby World Cup but it’s not really doing much for me these days. I wouldn’t watch Liverpool playing in my back garden never mind paying €15 per month on the offchance they’ll be shown every couple of weeks.

First time I got through after a hold of about 5 minutes, I made the school-boy error of saying first up that I wanted to cancel a subscription – I was immediately put back on hold, and I’d still be there I reckon if I hadn’t hung up.

So, second time up I knew I’d have to go with the “hello, I’d like to give you more money” rather than saying I wanted to give them less. After waiting again for another 5 or 6 minutes, there were a couple of ominous clicks before I ended up speaking to a customer service person in India. I gave them my requirements, upgrade this, cancel that, and the said to hold on till they put me through to someone who could do that for me – back onto the hold queue. After a couple of minutes, nothing happened, so hung up again.

Third time lucky? Well, yes. Again after 4-5 minutes waiting, I got through to a lady in their Irish centre who (relatively) efficiently processed by broadband upgrade first, and then my Setanta Sports cancellation.

Still – 30 minutes to get a 3 minute job completed. That works out at €2 per minute for the money I won’t be paying NTL in the next 12 months. Just as well I had the alternative to their 1890 number so at least the phone call didn’t cost me anything and just came off my 02 monthly minutes.

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One Response to I take back some of my nice comments about NTL

  1. feedmefast March 13, 2008 at 11:32 #

    You got on better than me anyway! I held on the phone for a full hour without it being answered at all! I won’t continue my story or I’ll get carried away and never stop!

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