ntl complaints procedures.

The best way of making a complaint is putting it in writing to the Manchester based address, send it via registered post and have a copy of the letter, add a piece at the bottom of the letter outlining what "responsible actions are required", seriously i mean responsible otherwise you end up with a deadlock letter and passing on the complaint to ofcom.

i.e. if your bb hasnt worked for a month outline that you require cost of service as NTL did not meet their SLA (service level agreement).

Business costs are not taken into consideration, had many a complaint with customers, its a residential service and therefore cover provided is for residential costs only i.e. service charge, maybe phone call costs.

If anyone wants any help send me a private message and i can give you some advice what to do.

[Russ B]

Originally Posted by xathras

The best way of making a complaint is putting it in writing to the Manchester based address, send it via registered post and have a copy of the letter, add a piece at the bottom of the letter outlining what "responsible actions are required", seriously i mean responsible otherwise you end up with a deadlock letter and passing on the complaint to ofcom.

Whilst I'm sure that will work, a quicker way would be to go through this site. We have a 100% success rate in assisting customers with their ntl-related issues/complaints.

[RGAHewitt]

I've been owed almost £500 pounds by NTL for 3 months from a closed account they continued to charge for 3 years. They are giving me the run-around with their abysmal customer service - including having the phone cut off by a woman in their moves and transfers when I asked for her name. NTL are by far the worst company I've ever had to deal with. As a CRM consultant I'm appalled that they behave like this to customers. Luckily it is a well-known fact that poor customer service will seriously impact thier profitability and market share. I'm still waiting for another call back from their customer service team and I really doubt that anything will come of it. Luckily I can afford a good solicitor to take them through the courts for the money - I'm actually looking forward to suing them for all the trouble they've caused me as well as the money they have taken from my account. Anyone who has posted that they have had great customer service from NTL is either working for NTL or dillusional. Every person I've spoken to in RL says the same thing - they are useless and border on the criminal with their practices.

[Chris W]

RGAHewitt-

If you don't hear anything back from customer services, PM a member of the cable forum team with details (name, account number and contact details) and we will pass these onto one of our contacts high up in ntl.

[mike24]

I went over to 10Mbps service in Dec, and forgot to cancell my old DD, they have continued to charge me.My old service was TV base pack + 1Mbps, so I'm being charged for a TV service, i don't have, plus two Broadband services that you cannot have!!
I shall be cancelling my old DD today and am having to phone the idiots up.
What makes it worse is that the BBplus service, which was free, has taken two months to be fully available, i should have known better!!!

[teeko]

iv just found this website while iv been looking for yet *another* way to get back the money iv been owed for almost a yearby ntl...its not a lot of money they owe me but im a student so £50 is a lot - is there any way of getting round it? they take money nice and promptly but clearly have serious issues when it comes to returning what they owe

Originally Posted by teeko

iv just found this website while iv been looking for yet *another* way to get back the money iv been owed for almost a yearby ntl...its not a lot of money they owe me but im a student so £50 is a lot - is there any way of getting round it? they take money nice and promptly but clearly have serious issues when it comes to returning what they owe

If they are not taking it seriously why don't you do one of the following:-

1) Direct Debit Imdemnity Claim - The DD guarantee is there to protect customers if payments taken are incorrect amount, dates, taken without consent etc.

2) Small Claims - court

3) One of the boards regulars will pass on your details and it will happen, trust me they sorted out my beef.

Wayne

[Russ B]

Originally Posted by teeko

iv just found this website while iv been looking for yet *another* way to get back the money iv been owed for almost a yearby ntl...its not a lot of money they owe me but im a student so £50 is a lot - is there any way of getting round it? they take money nice and promptly but clearly have serious issues when it comes to returning what they owe

Send me a PM with your name, address and account number and I'll get my ntl contact to look at this in the next day or so.

Welcome to the site btw

Originally Posted by Russ D

Send me a PM with your name, address and account number and I'll get my ntl contact to look at this in the next day or so.

Welcome to the site btw

There ya go told ya it would be to long

[Doofy]

Originally Posted by RGAHewitt

I've been owed almost £500 pounds by NTL for 3 months from a closed account they continued to charge for 3 years. They are giving me the run-around with their abysmal customer service - including having the phone cut off by a woman in their moves and transfers when I asked for her name. NTL are by far the worst company I've ever had to deal with. As a CRM consultant I'm appalled that they behave like this to customers. Luckily it is a well-known fact that poor customer service will seriously impact thier profitability and market share. I'm still waiting for another call back from their customer service team and I really doubt that anything will come of it. Luckily I can afford a good solicitor to take them through the courts for the money - I'm actually looking forward to suing them for all the trouble they've caused me as well as the money they have taken from my account. Anyone who has posted that they have had great customer service from NTL is either working for NTL or dillusional. Every person I've spoken to in RL says the same thing - they are useless and border on the criminal with their practices.

I neither work for NTL and i certainly am not delusional, I always say that when NTL works it works well but when it goes wrong it's a sodding nightmare to sort out. I have had a few problems with NTL but they are few and far between compared to the excellent service i have received from NTL. There are genuinely helpful people at NTL who do go out of there way to resolve problems. But there are also people who really should try and do better i suppose there is good and bad wherever you go and whatever company you are dealing with, Just try and sort out NPOWER when it goes wrong and you will know the meaning of appaling CS i received an electric bill for £2000.00 for a quarter and they insisted it was correct and almost cut me off at one point. Compared to these NTL are a dream.

Originally Posted by Doofy

I neither work for NTL and i certainly am not delusional, I always say that when NTL works it works well but when it goes wrong it's a sodding nightmare to sort out. I have had a few problems with NTL but they are few and far between compared to the excellent service i have received from NTL. There are genuinely helpful people at NTL who do go out of there way to resolve problems. But there are also people who really should try and do better i suppose there is good and bad wherever you go and whatever company you are dealing with, Just try and sort out NPOWER when it goes wrong and you will know the meaning of appaling CS i received an electric bill for £2000.00 for a quarter and they insisted it was correct and almost cut me off at one point. Compared to these NTL are a dream.

lets not talk about npowers customer services who i transfered to and sent wrong readings to my previous supplier. hence a 800 gas bill arriving for 3 weeks erm hello scottish power remember my quarterly bills for 30.00 erm what you on

[herrbohnen]

""The NTL chap that phoned me gave his full name, telephone number and extension number and told me to contact him direct with any future issues. He explained exactly what he was doing and said that it would all be effective within 30 minutes. The things that I could check were done well before the 30 minutes were up.""

He was probally being made redundant later that day !!

[Theodoric]

Originally Posted by samidevils

NTL have a complaints procedure. They have a complaints address. Which is on the back of the Bill normally.

They do indeed and having tried it a few weeks ago I might add that speed of response is not amongst its aims in life. Allow at at least a week for a reply. If your problem is urgent, use the phone.

[henza]

Hi

Been reading some of the comments. Most of them seem quite familiar. The product is excellent but the service is utterly appalling.

I'm currently trying to get my broadband connection moved from one room to another. The installation team were meant to turn up yesterday afternoon between 12.00 and 6.00. They couldn't be more specific so I had to sit and wait all afternoon. I rang at 1.00 to confirm they were coming (as you can tell - I've been an Ntl customer a long time). Strangely, after he had confirmed it the guy suggested that if they hadn't arrived by 6.15 I should ring back.

So I rang back at 6.15 and was told the installation team were delayed but were coming. I rang again at 7.50 (just before the call centre closed) and was told that the installation dept was closed and I would need to ring in the morning.

So I rang this morning at 8.15 and their computer system is down. What is more they can't even do the old fashioned thing of talking to someone in the installation dept to find out why no one bothered to come out or to ring and tell me they weren't going to. The woman was going to ring me back within 1/2 an hour - 2 hours ago.

In 2 hours time I will have been waiting continuously for 24 hours. There really has to be a better way.

Can anyone suggest a way of at least finding out whether they intend to come out or not.

[Chris W]

Henza

If you PM me your name, account number and a contact number i'll pass details to our contact at ntl to get this sorted out for you