The marriage of Telewest and NTL has been a long time coming, but nobody's denying the sense behind the move.
With little overlap between their networks but much common history, the companies fit together well. In a market dominated by giant telcos and international media companies, economies of scale are essential: nothing smaller than a nationwide company can afford to compete with BT and Sky in the forthcoming adventures of IPTV.
But there is one significant difference between the two companies — the way they treat their customers. NTL has a dreadful record on customer support: in comparison, Telewest sparkles.
Over the years, we've reported on many problems with NTL's service, problems often made worse by NTL's seeming indifference. In 2002, Oftel said NTL was the most complained about telecoms company in the UK, and just this summer Which magazine reported that NTL came bottom of the pile for customer service out of all UK ISPs. Complainants even spilled into our own Talkback area.
Even that wasn't enough, with angry users creating their own Web site in nthellworld. It was one of the best around — until NTL bought it up and closed it down.
Telewest has never done this, because it never had to. The company isn't perfect and its users have had their share of problems, but there's been no groundswell of disaffection. The company listens and takes action before things get out of hand: a simple idea, but worthy of note in an industry which still has a genetic tendency to think of its customers as supplicants before the throne. .
By swallowing Telewest, NTL is turning itself into a company with nearly five million subscribers — and some invaluable expertise in how to manage them and their problems. If NTL's management pays attention and raises its game to match then everyone will benefit. The fear for Telewest users is that they could be on a one-way trip to NTL Hell.
Talkback
I completely agree! Telewest customer service is excellent and I hope the companies joining will make things even better, with Telewest showing NTL how it's meant to be done.
You are joking right? it is terrible and i haven't even been installed yet!
Telewest Customer service may be ok but the way they treat their staff is laughable.
Ive had fantastic service from Telewest for many years now. Their customer service has improved 100% .. it used to be very crappy and ive had my fair share of hair-pulling in the past but it seems they've learnt from their mistakes and you can really see the improvement in their service.
Im most worried about NTLs capping of bandwidth and you may see a very large exodus to unlimited ADSL if they decide to implement these limits (most likely through the back door!)
Sorry to hear Telewest have treated their staff so badly when I think a lot of them have worked hard to build the good reputation of the company .. bleh .. big business ! :/
I have been a Telewest customer for over 4 years. The hardest time was the first 6-12 months, the general performance of the broadband was poor and the television was suffered from too much compression. In the time that has passed since, the broadband service is exemplary in the UK. I only dropped the TV service because I wanted a PVR and theirs wasn't ready. The telephone service is just as reliable if not more so that BT's and they have their pricing placed about correct.
We are due massive increases in speed for our broadband connections anytime now and some people on Telewests Blueyonder service already have them. This is a company who has persistently increased customer download speed for the last 2 years free of charge, and this years increase is associated with a price decrease. How many companies are offering that, I ask?
One of the main concerns for Telewest broadband users is the possibility of NTL invoking caps on usage. Blueyonder have always refused to do this given that it reduces the reasons for having broadband in the first place. I hope that caps are not introduced.
Telewest have most certainly got their act together and it would be a shame if corporate wranglings ruin this. If the main reason is so that the combined cableco can take on Sky and BT then so much the better.
All I can say is that my business has had good service from NTL. In addition, I recently moved house and went with NTL - the customer service just kept me waiting the usual 10 mins before answering but the people were helpful, the technician arrived as promised and everything is working well. To date, I have not had any issues personally with them, although I did receive a bill from them addressed to the previous occupant for payment for the following month, but one phone call to them established they wanted it sent back and there hasn't been anything else.
I only wish they would become in the minority of ISPs and remove the bandwidth cap. I wouldn't be surprised if that was to happen in a year's time.
I have been with Telewest for 7 years in total from basic dialup to broadband. Yes they had there problems in the begining but for the past 5 years have given me a 100 % satisfactory service and support.If the standard of service drops then so will my account with them..
i've been on ntl's case now for 2 years with poor broadband service and they have yet to resolve the issue.
ntl hell once again prove that the just havent a clus about customer support ...
an ongoing problem with smart card registration for new or upgrading digital customers a (A008 code error) means that noone is getting any channels at present ....and customer services is unable to help other than eventually directing to a faults department that classes this as a second line fault ?? and gives a guestimate of a week to be resolved ....but when pushed they really dont know when it will be fixed .....and depiste promises of a phone call by management to explain the problems it never comes.....
I HATE NTL
I HATE NTL
I HATE NTL
SIMPLE ANSWER- BOYCOTT NTL
DON'T THREATEN- JUST DO IT
GO SKY/BT/ANYONE ELSE
WHEN I MOVE NEXT YEAR NTL WON'T GET A LOOK IN
THEY DON'T GIVE A DAMN
if you you are not happy about the way NTL have treated you then let them know; the Directors addresses are;
Robert MacKenzie, 19 Ranelagh avenue London SW6 3PJ 0207 7317638 and Robert Gale 42 Station road, Thames Ditton Surrey KT7 oNS 0208 2248470
You think they'd give a shit?
NTL are the worst communications company. they're slow, their customer support basicly doesn't exist, and they make you pay even if your service isn't working (which happens alot when you've been with them for a year). And because they're so crap, you attempt to cancel your subscription they (illegally) make you pay for at least an extra two months after.