ntl complaints procedures.

[vijay007here]

Originally Posted by Mr Angry

It's a common misconception that once somebody at NTL or Moorcroft says "Oh that's ok, sorry about that" people think the whole affair is over with when in actual fact it isn't.

NTL will most probably have recorded a default against your name and address with one of the main credit reference agencies for non payment before they refer the debt to Moorcroft for collection. This default will stay on, and destroy, your credit file for up to six years.

If you have a genuine case of error on the part of NTL then you should ask them to write to the credit reference agencies (because they all share information) and instruct them to remove the default. You must insist on removal because them simply stating that a default has been "satisfied" or "settled" means that it remains on file.

You should write to them (recorded delivery to the Company Secretary at his home address) giving them 28 days to comply with your request and then you should request a copy of your credit file (you can bill NTL for this should you wish to do so) to ensure that it has been removed in its entirety.

If it hasn't been then you are within your rights to seek restitution from NTL for a contravention of the Data Protection Act in that they have willfully processed erroneous information.

Good luck.

hi,

which agency report do i need to check with to find out if i have been defaulted with bad report? Or else do i need to calll NTL to find out about that?

regards
vijay

[Mr Angry]

Originally Posted by vijay007here

hi,

which agency report do i need to check with to find out if i have been defaulted with bad report? Or else do i need to calll NTL to find out about that?

regards
vijay

Calling NTL on this matter is utterly pointless. Write to them as suggested above.

[TheDaddy]

Originally Posted by vijay007here

hi,

which agency report do i need to check with to find out if i have been defaulted with bad report? Or else do i need to calll NTL to find out about that?

regards
vijay

Try here, it's free providing you cancel in the first month and it's a good place to look first

http://www.experian.co.uk/creditreport/

[sgwestby]

I moved house yesterday afternoon and phoned ntl to advise them that morning before the removal vans arrived. I couldn't advise them earlier as, due to legal problems, the move was not certain until late in the afternoon the day before. I was currently a telephone and broadband customer and have moved to a house less than five minutes walk away that has ntl telephone, broadband and television. I decided to ditch Sky television and go completely ntl - which I realise, given their apalling customer servive reputation (in my view very much justified on past expereiences) was perhaps a bit naive.

I called the house moves department, which of course only works 9 till 5 Monday to Friday (even though I was a new customer for television - new customers get service Monday to Friday 8am-9pm, Sat 9am-6pm and Sun 10am-4pm - but I am not "new" so I can get stuffed!) and was told that I could have my services installed on 15th November - 19 days after I applied! I pointed out that they guarantee a 14 day turn round but they did not give a toss about that and said "hard luck that is when an engineer is available".

I tried complaining to a supervisor but got the standard "don't give a toss sunshine" responses, even though living without broadband so long (and a landline) will seriously mess up my life.

I queried why it need an engineer when the house already had the services and I owned my own modem. I also asked about the "within 14 days guarantee" but realised that I should have spoken to the wall instead as it would have been more helpful. I asked if I could escalate my complaint but was given an address in Manchester somewhere, but no phone number - the supervisor claimed she didn't have a phone number (and I am the Queen of Sheba!). Are ntl too scared to allow complainants to phone them - ask a silly question!

Well anyway we moved in to find the phone connected, not with our number of course but that of the previous occupants who (many days earlier) had asked for it to be moved to their new address. The modem and tv box were gone (so we have no television at all now as the previous occupant had disconnected the terrestial arial and ripped out the cabling from it).

Now I bought my own modem back in the days when doing so saved you five pounds a month (a promise that ntl conveniently forgot about a while back - I now pay the same as anyone else!) - so I connected the modem up and it works!!! No doubt when they read this they will disconnect it - but so much for "sorry mate, it can't be done".

What sort of public service is it that can leave customers without essential services for so long? Why is it that when a house already has a service that it can't be transferred to a new customer remotely? Why don't they get a proper complaints procedure that allows you to phone them when the complaint is urgent - we all know that asked for details in writing is a recipe for wasting many, many days in the hope that the problem will go away?

Without a doubt the worst public utility in the world - ever!!

[Stuart C]

Guys, I think perhaps it's time to repeat my previous warning.


While you are free to post in this thread, if you have a specific issue to discuss, or you want help with, please create a thread in the relevant forum.

This enables people to follow what is happening, and may make people more willing to help.

If you all post problems in the same thread, it becomes hard to follow who is answering who.

[Rik]

Originally Posted by vijay007here

BOTTOMLINE IS RECORD THESE PEOPLE AND IF POSSIBLE ASK FOR THEIR NAMES AND WRITTEN CONFIRMATION,,

Regards
Vijay

You are informing these people at the start of the call that you are recording them arent you?

If not im sure thats illegal, to record someone without their prior knowledge?

Perhaps someone can correct me?

[Russ B]

It's not illegal if you don't plan to play the recording to any third party.

[wes_the_archer]

Hello!

My girlfriend and I have been with NTL for over a year now, but recently cancelled our account in my girlfriend's name and took a new offer out (2MB BB and DigiTv for £20) in my name. Everything was running smoothly with the BB and TV until a few days after installation (approx 20 Oct 2006). Our STB (Pace) was sluggish and slow at changing channels. After reporting this to NTL and engineer was requested, but did not turn up. We rearranged but on the morning he was due out, NTL called me and told me he had rang in sick and no replacement could be sent, so we rearranged... again! I was offered a £10 goodwill gesture for the trouble. All the time I was on the phone to NTL, I was told the engineer would bring out the new Samsung STB, but when the engineer eventually arrived, he came empty handed! Anyway... The engineer said he would personally come back on the Monday night with the Samsung STB, but he never arrived!

I rang NTL and after being put through to the wrong department THREE TIMES, I began explaining the situation for the umpteenth time to a lady who had trouble speaking and understanding English. I then requested to speak to a supervisor and was told they would only say the same thing. I was then transferred to yet another department, when mid-way a male voice came on the line saying, "The customer is a tw*t - Press 1 if this was useful, press 2 if you need more assistance." I was then cut off after being on hold for over 45-minutes!!!

I rang back and was cut off twice before someone took the call and I (yet again) explained the situation and was quickly offered 6-months at half price (whoop-dee-doo ) They eventually told me the engineer had been booked for Tuesday in the afternoon, something that I hadn't requested, and a good job I checked otherwise I would have had to deal with the £10 missed appointment charge NTL think they have the right to charge!

Eventually, after showing my complete and utter disgust with representative, I was offered an additional £30 credit to my account taking the credit on my account to £40 plus 6-months at £9.99. An engineer came out on Friday and replaced our box (that he later informed me was a REFURBISHED box) with a brand new Samsung STB. The problems seemed to have disappeared... until today!

I don't know if there was a problem in our area (it would be nice if there was a DigiTV service status page on NTL's homepage (rather than just broadband)), but our STB froze (i.e. couldn't change channel or turn off) and had a buzzing noise coming out of the TV speakers. I did a quick reset, as mentioned on this site, and the problem seems to have disappeared, although I'm not holding my breath.

I have sent a letter of complaint to the director of customer services (like he'll actually read it ) and I'm awaiting a response, but judging by what most people seem to say on here, I'm not expecting miracles!

How the hell can a company this large treat their customers like a pile of dirt and even call them A TW*T?!?!?!?!? It's only because NTL monopolise the market that they haven't gone bankrupt through lack of custom (plus the fact they sign you up to a 12-month contract)! Surely I have rights to cancel if NTL do not provide the service they say they do?

Any kind of information anyone can offer would be greatly apprecited, I would like some big-wig in NTL to hear about this if possible...

Cheers!

[info4u]

See my post at
http://www.cableforum.co.uk/board/sh...&postcount=821

[Stuart C]

Originally Posted by wes_the_archer

Hello!

<snip>

to the forum. If you create a thread in the relevant forum, then hopefully someone will be able to help.

[info4u]

Originally Posted by Russ B

It's not illegal if you don't plan to play the recording to any third party.

It is illegal because your storing audio data on people without their prior permission, this is why call trees holding advises this and terms and conditions so they customers are made aware before the call its self commences.

6. Personal data shall be processed in accordance with the rights of data subjects under this Act.

The person has the right for you NOT to store any data on them if they wish.
Therefore unless the person agrees to having them selves recorded then they cannot be recorded.

With call centres the recording isnt for direct benefit of the customers other than for training purposes to randomly record members a month (each rep gets monitored once a month without their knowledge but forms part of their contract at work (so the rep is expecting it will happen as part of the terms of their employment) this is to find out if people are giving a good service and when it is feed back to them if they did bad they cannot argue it if its recorded.

The data is kept with DPA principles and is discardged off by taping over the call with the next reps calls once the rep has received his or her feedback. the customer its self agrees to this on taking on the services on terms and conditions and may hear a prompt message whilst on hold (depending on the hold time) most centres try to have calls answered within 30 seconds

To find out more visit the opsi
www.opsi.gov.uk/acts/acts1998/19980029.htm

[popper]

vijay007here [Vijay said]:hi admin,

I have just spoke to moorcroft debt recovery.
1) recorded the conversation , spoke to the person , they said they will contact ntl
2)contacted ntl, recorded the conversation , their name etc.They said the account is cleared and cancelled on 13th oct 2006.They said they will send a letter to moorcroft not to send letters.
3)again callled moorcroft , recroded the conversation.told them that ntl confirmed. they said i wont get any more letter
4)called ntl for written confirmation , they said , its not needed. recorded the conversation again , to make sure to avoid troubles in future.

BOTTOMLINE IS RECORD THESE PEOPLE AND IF POSSIBLE ASK FOR THEIR NAMES AND WRITTEN CONFIRMATION,,

ANYHOW WAT A HELL WITH NTL ,,,,i would never ever touch anything that starts with N,,,T...L.......(ntl stands for NEVER TOUCH them,,,LOOSER)

This forum was quite helpful in understanding NTL

Regards
Vijay

rik said:You are informing these people at the start of the call that you are recording them arent you?

If not im sure thats illegal, to record someone without their prior knowledge?

Perhaps someone can correct me?

rus b said:It's not illegal if you don't plan to play the recording to any third party

Originally Posted by cableinfo

It is illegal because your storing audio data on people without their prior permission, this is why call trees holding advises this and terms and conditions so they customers are made aware before the call its self commences.

Quote:
6. Personal data shall be processed in accordance with the rights of data subjects under this Act.

The person has the right for you NOT to store any data on them if they wish.
Therefore unless the person agrees to having them selves recorded then they cannot be recorded.

With call centres the recording isnt for direct benefit of the customers other than for training purposes to randomly record members a month (each rep gets monitored once a month without their knowledge but forms part of their contract at work (so the rep is expecting it will happen as part of the terms of their employment) this is to find out if people are giving a good service and when it is feed back to them if they did bad they cannot argue it if its recorded.

The data is kept with DPA principles and is discardged off by taping over the call with the next reps calls once the rep has received his or her feedback. the customer its self agrees to this on taking on the services on terms and conditions and may hear a prompt message whilst on hold (depending on the hold time) most centres try to have calls answered within 30 seconds

To find out more visit the opsi
www.opsi.gov.uk/acts/acts1998/19980029.htm

of course the KEY words here are 'Personal data' and the fact 'these people' refered to above, are acting as the agents of the company, NOT 'personal individuals' in the legal sense, neather is a customers personal recording being processed in relation to 'personal individuals' or DATA , but rather THE COMPANY sanctioned response as an agent of said company.

in otherwords, a rep in working hours is expecting to be recorded as per their company contract so is not going to say anything outside the company sanctioned line.

a person answering the company phoneline is an agent of the company not an individual in that legal sense and so falls under the data protection act as part of a data controller and their dutys, hence why we end users can send a data protection act request to said companys asking for any and ALL data as relates to our PERSONAL data and receave your referenced recordings as part of that legal request .

people need to realise the data protection act law is there to protect the individual consumer, NOT the individual when acting as an agent of a company or org.

consumers are not data controllers, companys and orgs are.

now, if said company were to take the consumers recording as proof of wrong doing by the said agent on behalf of the company, then thats a matter for them to persue and the agent will have other laws to protect them against the company if it should mean they need to go down that road, but nothing to do with the consumer or their actions.


---------------
1. - (1) In this Act, unless the context otherwise requires-

• "data" means information which-

• • (a) is being processed by means of equipment operating automatically in response to instructions given for that purpose,

• • (b) is recorded with the intention that it should be processed by means of such equipment,

• • (c) is recorded as part of a relevant filing system or with the intention that it should form part of a relevant filing system, or

• • (d) does not fall within paragraph (a), (b) or (c) but forms part of an accessible record as defined by section 68;

---------

• "personal data" means data which relate to a living individual who can be identified-

• • (a) from those data, or

• • (b) from those data and other information which is in the possession of, or is likely to come into the possession of, the data controller,

----------
http://www.opsi.gov.uk/acts/acts1998/80029--a.htm#4

[lostandconfused]

regardless of the law isnt it just a matter of courtesy if your going to record someone to let them know.

also if you have told someone that they are being recorded you are less likely to be fobbed off?

[popper]

Originally Posted by lostandconfused

regardless of the law isnt it just a matter of courtesy if your going to record someone to let them know.

also if you have told someone that they are being recorded you are less likely to be fobbed off?

indeed it is , well spotted lost

[popper]

hmm, is there a problem with the database as i know there are posts (today),after my #149 '13-11-2006, 14:50' but im not seeing them in the browser?.
http://www.cableforum.co.uk/board/sh...4&goto=newpost shows upto #149, nothing else #150 now!,so i can see my post,weres the others then.

2 posts by cableinfo made at 3.00 and 3.10 am for instance

and why doesnt =22954* match with the url above =34158566*, something wrong somewere....