Cable Investing Additional GBP5m in Customer Service

Cable Investing Additional GBP5m in Customer Service

LONDON, September 6/PRNewswire/ -- ntl Telewest has today announced details of an ongoing drive to improve
customer service, backed by an additional GBP5 million investment in customer
care this year.

The cable provider has already implemented significant changes which have
improved contact centre performance and the overall customer experience.

Ernie Cormier, chief commercial officer of ntl Telewest, said: "We know
we need to keep improving customer service and we are 100% committed to doing
so. We have already made a number of changes since starting to bring ntl and
Telewest together.

"These improvements involve all elements of the customer experience, from
service reliability and product quality to order processing, installation and
ongoing care."

Investment this year has already seen:

- 300 additional customer care staff in the past three months, improving
accessibility - a key component of customer satisfaction

- Over 30 new trainers and a fresh, more intensive induction programme
for new starters

- An improved recruitment programme to ensure the highest calibre of
staff

- Ongoing performance monitoring and feedback to ensure continued
improvement

Cormier continued: "Our ongoing work is already paying off. For example,
we're now answering nearly three quarters of calls in under 30 seconds and
staff attrition rates have fallen dramatically, both strong improvements over
performance just a few months ago. Monthly complaints are also dropping to
around 0.5% of our customer base.

"This is just the beginning. Although we still have a lot to do, we're
soon going to be meeting and then exceeding our customers' expectations. Stay
tuned for further updates on our progress."

Notes to Editors

On 3 March 2006 ntl Incorporated completed a merger with Telewest Global,
Inc. creating the UK's largest provider of residential broadband and the UK's
leading provider of triple play services. The company recently completed its
acquisition of Virgin Mobile. ntl offers a wide range of communications and
entertainment services to more than 5 million residential customers. ntl's
networks can service more than 12 million homes - 50% of UK households.

Source: ntl Telewest

Media enquiries: John Moorwood, ntl Telewest - +44-1483-582802 or john.moorwood@ntl.com; Rebecca Walsh, ntl Telewest - +44-115-912-2385 or rebecca.walsh@ntl.com

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