ntl complaints procedures.

[masterfu]

It is true. However I was sold service with knowledge that it is impossible to deliver it on specified date. One lady said I had only TV and internet installation for your account planned on the day when technician came.

This is bizzarde guys. Its like selling a car without one vital part, like no steering wheel. But You are being assured that you will get full car.

What the hell is that ? Funny thing is there is no option without telephone in their offer, even though they decided to install Triple plan for me. Just another funds for our Organization ...

Sic.

[mustangsally]

I also have had nothing but problems with ntl recently,this after being with them for more than 3 years and has only happened since we moved and requested that all our services move with us.Up untill we moved i had nothing but good to say about ntl but now i think there service is terrible and there attitude when dealing with customers is appalling things have now got so bad and very little has been resolved we have gone to trading standards to see if our problems can be resolved.Ntl have cost us a great deal of money recently in phone calls from a mobile phone as they have not bothered to install our phone line we have had to have our mail redirected purely due to ntl as all our other mail is already being delivered to our new address,we initially had problems with our broadband service which has now thankfully been resolved this after nearly a month,the engineers fitted the ntl box on our nextdoor neighbours house that was removed last week and finally put on the front of our home (how they can come to make a mistake as stupid as this is quite beyond me)and we have had to pay for the damage done to our neighbours property.We are still without a phone and they are now saying that only a two point box was installed despite us wanting our phone moved over to and we now have to wait for this to be changed before we can have our phone installed,they are also saying that this can't be done untill we settle up our account for our previous property but we haven't received a bill but we have received a letter announcing we have an overdue balance which went to our old property that we have only now received due to us redirecting our mail last week.We have contacted ntl about this and they said last week that they would get a statment out to us and we still haven't received one,and i contacted them again today telling them all that has happened and once again they have promised to send a bill out and have our phone connected as soon as possible i am not currently holding out much hope.Myself and my husband have now decided that if the problems are not resolved shortly then we will terminate our contract and look for other service providers.
Kell

[pinkswirlzz]

I have recently moved to the bexleyheath borough of kent and have been told NTL canvassers are in the broadway, but WHEN
All i want is to find a NTL canvasser, somebody that i can talk to one on one, not go via the phone .
Could anyone tell me when or where in this area will i be able to track one down, in the next few days
a.s.a.p
pinkswirlzz@hotmail.com

[Chris W]

you are looking for an ntl sales person?

No idea when they have their stands in the broadway.
Why not call sales though? or as you clearly have internet access, sign up online? www.ntlhome.com

[tonecold]

Although I wouldn't bother, Just an update for you guys I have now phoned 3 MORE times, as it seems NTL have been ringing my OLD address, despite the fact that I have given them my Mobile number, and my folks have told them EIGHT times now that I no longer live there. I am going to sue for the distress caused by their inaction, in addition to taking them to the Ombudsman. I have also left some negative feedback with details in the TELL US WHAT YOU THINK section of the website, though I am under no illusion that anything will actually get done.
Also in my last contact (i really can't be bothered with the hassle of dealing with them anymore), I asked after being told that my account WOULD definately be shut down, if I could have that in writing and was told no. I can't think of ANY good reason why this could not be provided, so with this and all the other hassles in mind, see you in the courts NTL.

PS I now work in Technical Support for a large software company, and if I ever gave the kind of service I have received from NTL, I would have been fired by now, and rightfully so.

[flyboy2]

I do not understand how anyone can describe NTHELL with the words HELPFUL and GENUINE without being mentally unstable.Maybe everyone else is talking about another company pretending to be NTHELL.Or could it be that you enjoy being abused by these cretins.....FB2

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.

[spiderplant]

What's the problem FB2? We may be able to help

[flyboy2]

There isn't any single problem,but untold trouble and strife with these morons.I am almost believing their lies and to be quite honest I don't think any amount of complaining will have an effect on these people.I will however attempt to give an insight of the problems.Having been told by an NTHELL rep that the subscription I was signing for was for one thing it turned out he put us down for something completely different.He also did not hand in the £25 deposit I paid for app 6 weeks.Despite numerous phone calls they threatened to restrict my services and refused to believe that this rep took the money even though I went to the trouble of faxing a copy of the contract to them.After repeated complaints to just about every NTHELL customer service agent and supervisor they eventually agreed that mistakes had in fact been made and everything would now be sorted.As recompense for the problems created by them they offered to give me the services originally quoted for at the same price as I was currently paying ,for 3 months, which I decided to accept.How stupid I was to even think this could happen.Within a short time the threatening letters and trumped up bills started arriving.Another 5 hours wasted on the phone waiting to speak with these imbeciles.Ignore the letters I was told as they are computer generated and can't be stopped and everything will sort itself out.I might add at this point that my broadband and tv service was constantly unusable due to various problems (so the continuous parade of so called engineers said) which lasted for 6 weeks.Eventually a very clever engineer called around and found the very difficult to find fault all the previous idiots had been unable to fix was because they had omitted to install a simple attenuator to the cable box.Problem solved.Next the threatening phone calls including a demand for £10 for a missed engineer visit. (which never happened) In fact they had not turned up on the Friday afternoon as arranged and wasted over 6 hours of my time.Stop talking rubbish I said.No you owe us the money for a previous bill and the missed call.No I don't,I have already paid the bill and you owe me £10 for wasting my time.Sorry sir you were right all the time.Please accept our apologies (no mention about the £10 for wasting my time) Another week and more threats to cut my telephone service and they now decide that I have not paid the £25 deposit after all and this is why the bills are wrong.By this time I am now of the opinion that I am undergoing some kind of mental torture.Another 5 hours wasted and they decide I was in fact right and the discrepancy was due to an unpaid part month.No it wasn't I said.Yes it was they said.I then went out for a few hours and when I came home the phone is cut off.Another 2 hours on the phone and they admit they were wrong and put the phone back on,only to be followed up by another NTHELL idiot telling me unless I pay the £25 balance they will cut my services off.At this I tell them I am going to dispose of their crap equipment in the nearest rubbish tip and not to bother asking for any money.This is a drastically edited account of what has actually happened,as it would take me a week to recount the entire story.

Originally Posted by spiderplant

What's the problem FB2? We may be able to help

[uk1trev]

Having problems myself, I was told to use the C.A.B. they may help you was well
Good luck.

[LaupSavea]

Sorry to drag us back to the original topic but can anyone just point me to the NTL complaints procedure anywhere.

I joined NTL in March and I cannot believe how bad a company can be. They have screwed up every step of the process for what started off as video, broadband and phone but is now just broadband and phone with me looking forward to contract cancellation day.

I wont bore you with the details but I would be only happy to talk to someone in authority in NTL about my cusotmer journeys and how this is costing NTL a fortune, never mind the cost to me.

I am head of a CRM function within a organisation of 100,000 people and I am professionally offended at the way that NTL runs its customer facing operation. If NTL really wants to tackle its financial problems I would suggest they address some of their customer facing processes and culture rather than tactical patches that damage the long term relationship like charging customers 0845 or 0870 rates for calling when often its not the customers fault.

[flyboy2]

Originally Posted by LaupSavea

Sorry to drag us back to the original topic but can anyone just point me to the NTL complaints procedure anywhere.

I joined NTL in March and I cannot believe how bad a company can be. They have screwed up every step of the process for what started off as video, broadband and phone but is now just broadband and phone with me looking forward to contract cancellation day.

I wont bore you with the details but I would be only happy to talk to someone in authority in NTL about my cusotmer journeys and how this is costing NTL a fortune, never mind the cost to me.

I am head of a CRM function within a organisation of 100,000 people and I am professionally offended at the way that NTL runs its customer facing operation. If NTL really wants to tackle its financial problems I would suggest they address some of their customer facing processes and culture rather than tactical patches that damage the long term relationship like charging customers 0845 or 0870 rates for calling when often its not the customers fault.

Try contacting Ken in the Executives office.I managed to contact Steve who in turn passed it to Ken to sort out and I must say he sorted everything very quickly.......Keith

<mod edit: Chris W>please do not post full names of ntl employees or their direct contact numbers on the forum. Cable Forum have a good process for escalating complaints to ntl. If you want to know about the process, or have a complaint that you want us to escalate, please contact a member of the Team.

[LaupSavea]

Thanks for that contact it may be useful in dealing with my problems at a tactical level, its really appreciated.

I am not sure that is a strategic solution though. Its an odd strategy to have lots of broken customer facing processes which upset lots of customers who wont complain, but will ultimately move away, leaving a few who will complain for a while and then give up and, finally, very few who will, for whatever reason, persist and get their problem sorted by forcing NTL away from its normal processes to deal with them in an ad-hoc way which costs them a lot.

The big lose for all is that NTL dont seem to have any mechanism for capturing the learnings about where things are failing and so never fix the process and so it keeps happening over and over.

I have asked all the staff I have dealt with from NTL over the last couple of months what NTL will do differently now that we identified a problem at NTLs end - none of them could answer, whatever their level, all they would do is a combination of (1) apologise (2) put it right tactically (3) offer me some form of compensation. What a waste.

[flyboy2]

Originally Posted by henza

Cheers

The contractors rang me in the end and it seemed to go more smoothly. They were a bit late but the job got done at 6.00pm yesterday.

I'll have to wait and see if they refund the second fee that they took by mistake.

I have to say that the call centre has improved. Judging by the accents the people I spoke to were in Scotland and they seemed genuinely concerned by my problem, even when I was ranting.

Do not be fooled for a moment

[helen1982]

Just a quick question-hope you might be able to help, I had a NTL student package at university for internet and tv that I cancelled in May 05-just before i graduated. I had to ring them up twice to make sure they had cancelled because i kept receiving bills, on the second call they assured me that it had all been cancelled and NTL came and picked up the tv and internet box.

Anyway in march I find out that they have still be charging me over the last 10 months for internet and now owe me £250-I called them in march and I am still trying now to get the money back, I have been on the phone to them about 7 times-they have promised to call me back but never do, I have spoken to several line managers that have all offered different things but never deliver so at the moment it seems like ringing up and asking for my money back isn’t working!!

I have written emails as well to the complaints department but they have just replied saying they can't see a record of my complaint so I need to ring customer services for the 8th time!!! I have now got the number for Head office to call to see if they can do anything but not sure who to ask for can anyone advise? I dont have an account number anymore because obviously i have cancelled it but everytime i ring up i give them the postcode of my old university house and they tell me that they do owe me £250, but that a line manager has to authorise it to be sent to me and then they assure me that this will be done or they arrange for the manager to call me back but obiovusly i never hear anything back and i end up calling them again and spending more money on the phone.

[Chris W]

Helen

If you send me your full name, address of your old address, a contact number and as much detail as you can then i'll pass this to our contact at ntl to get this resolved.