I wouldn't hold your breath as far as NTL are concerned.
I had horrific packetloss / latency spikes during peak times on NTL for months and months. After spending ages going through all the usual crap I'd tried 10 times already (plugging directly into the modem, powering off modem and machine bla bla) they sent out an engineer who was like "this is fine, could have been fixed by some work going on this week". But of course they only come during working hours when the local network isn't saturated, so it's not so bad then.
Next time I tried sending a web note including a series of ping stats in a text file and got a crappy generic reply telling me all this nonsense about how to boost download speeds, reboot pc, check for viruses blah blah blah. Basically completely ignoring my (very specific) complaint.
Final straw was when I got another engineer visit arranged and he never showed.
I came to the conclusion that unless you are getting very bad download speeds or connection problems (can't login etc) then NTL don't give a damn. Ping/PL issues which are almost certainly caused by the local UBR or whatever being overloaded do not concern them which is why I changed to ADSL instead.
It's a shame because when cable works, it's very very good (sub 10ms ping and constant 1200k/sec). Just if you happen to live in the wrong area, you're ****ed.
