NTL Tech Support(Reply 1)
I had cause to call NTL support over Christmas when my broadband connection disappeared on Boxing Day.
I put off calling for a day after previous experiences of holding on
the end of a line for ages before giving up, but this time it didn't
want to fix itself.
Amazingly the phone was answered fairly quickly. Not by someone
particularly helpful, but it was answered. I know a thing or two about
networks and computers, but of course I had to go through hoops to
'prove' that it wasn't wither a) my fault or b) my imagination. The guy
on the end of the phone insisted I either had "a virus" or it would be
the "Windows XP firewall" and that I reboot a windows machine in safe
mode which he assured me would fix the problem!!!!!! I explained that I
had a Linux box acting as a firewall and that could not get to the
internet either, but that argument was not accepted - "we do not
I had to go away and follow their tedious instructions and, surprise surpirse it still didn't work!
Having dismantled my home network - ending up with a single Windows XP
machine booted in safe mode connected directly to the cable modem I
duly phoned back.
This time I got through to someone completely different. He asked my IP
address - tried 'pinging' my computer and found he couldn't get to me,
quickly run some diagnostics via my cable modem and quickly realised
the signal on the line was too low and that this would cause Internet
access problems to about 100 people. He promised someone would fix it
in 3 days (which I thought a little excessive, but at least he admitted
it was their problem).
The line was fixed within 24 hours and no problems since. In my mind -
despite the initial unhelpful the customer is an idiot call, NTL
redeemed themselves admirably. I didn't get the second guys name - but
he did a great job!