ntl complaints procedures.

hi helen, its the best way forward to follow Chris advice, the company have a certain amount of time to resolve an issue, if this isn't then speak to otelo.

It actually may even be worth giving a call and mentioning to speak to the relations team, if they refuse mention that you are considering appealing to otelo and you will get hold of someone who will listen to you.

When a case gets referred to otelo it costs around 400.00

[sambadtaste]

I have also been trying to get my account closed since december 05. NTL have told me since then that i owe them no money yet they send me letters saying i have outstanding bills to pay they also sent several demand letters from cash collections agencys. when i wrote to complain after speaking to over 23 customer service staff since december they gave me the wrong address and a lot of wrong information. after then spending time to go through my complaint with each person i spoke to i started to go insane the complaints procedure is diffrent on the ntl site to the one staff tell you.
and by the way the staff are really good at putting you back through the system if they cant help you they dont tell you they are going to and you end up speaking to 5 diffrent people taking over an hour for one tiny problem.
Today i have been told that i need to resend my complaint letter to the correct address which i have if anyone needs.
I was also given a very usefull number to call after calling 3 diffrent ones its the customer concern department in manchester they are the people who recieve the complaints letters and are also the people who decide on the compensation they give you and can do it all while you hold on the line the number is [ADMIN EDIT] - (Russ) incorrect number removed its a main department and the number is available on ntl website once you shift through all the other rubbish.
They can tell you if your complaint is being delt with and sort out your problem with just one person woohoo they will also send you a letter which i advise you get to confirm what they have done and by whom.
It only took me a whole year to find that department the one light in ntlhell.

[Tsunami60]

I presume it's better to put your complaint in writing rather than phone?

I've just been without a phone for almost 2 weeks while waiting for a cable repull that i've been told wasn't needed
It seems the wires in the green box and outside the house were connected wrongly.

[tonecold]

I wish I hadn't had to bother with a letter of complaint. I got a letter saying that £45 (out of £192!!!) had been credited to my account and that I should settle the rest of the money that I owe (which is ZERO, except these jackasses don't seem to realise this) with them.
This is a bloody joke and I am no longer going to be patient or tolerant with them as I have tried this approach and it obviously has NOT worked.

I am going to phone this guy and let him know what a cretin he is and the same for the callcentre monkeys, and how I'll see the company in small claims.

"When a case gets referred to otelo it costs around 400.00" costs who? I hope it's NTL it costs, because if not it's cheaper to take them to court anyways.

I sincerely hope for NTL's sake that when I cancel the account my landlord set up and transferred to me last september, that I do not have to go through all this bulls**t again. After that it will be a permanent bye NTLsh*t. I was walking through town on saturday and one of those NTL sales people literally chased me down the street. I stopped and told him, very loudly, what crap service I'd had but he was STILL trying to sell me this crap. Is harrassment a common sales practice for NThell?

Originally Posted by tonecold

I wish I hadn't had to bother with a letter of complaint. I got a letter saying that £45 (out of £192!!!) had been credited to my account and that I should settle the rest of the money that I owe (which is ZERO, except these jackasses don't seem to realise this) with them.
This is a bloody joke and I am no longer going to be patient or tolerant with them as I have tried this approach and it obviously has NOT worked.

I am going to phone this guy and let him know what a cretin he is and the same for the callcentre monkeys, and how I'll see the company in small claims.

"When a case gets referred to otelo it costs around 400.00" costs who? I hope it's NTL it costs, because if not it's cheaper to take them to court anyways.

I sincerely hope for NTL's sake that when I cancel the account my landlord set up and transferred to me last september, that I do not have to go through all this bulls**t again. After that it will be a permanent bye NTLsh*t. I was walking through town on saturday and one of those NTL sales people literally chased me down the street. I stopped and told him, very loudly, what crap service I'd had but he was STILL trying to sell me this crap. Is harrassment a common sales practice for NThell?

it costs NTL that amount. Please refer to someone on here first you must follow the official company policy on complaints, if your getting no where then you need evidence maybe a letter, emails sent, a copy of your bill calling them or a recording.

They will not just file a complaint against them without this

[tonecold]

Originally Posted by xathras

it costs NTL that amount. Please refer to someone on here first you must follow the official company policy on complaints, if your getting no where then you need evidence maybe a letter, emails sent, a copy of your bill calling them or a recording.

They will not just file a complaint against them without this

Fine i've got the bills. I have followed the jackass' procedure even though it has resulted in little actually being done... big surprise.

[Russ B]

If you'd PM me your full name, address and account number I'll get my ntl contact on to this.

[tonecold]

Current address or the address the account was at?

[Russ B]

The address ntl billed you for.

Originally Posted by tonecold

Current address or the address the account was at?

I would strongly advice you to follow the advice given by Ross. My complaint was resolved via this way last year.

[Russ B]

Ross??

Originally Posted by Russ D

Ross??

Sorry Russ!!!

[tex]

Hi Out There,can Anyone Tell Me That Now Ntl & Telwest Are One, Why Telwest Has Movis 10 & Ntl Has Not.allso Why Telwast Update There Channles Before Ntl.tex

[orangebird]

Originally Posted by tex

Hi Out There,can Anyone Tell Me That Now Ntl & Telwest Are One, Why Telwest Has Movis 10 & Ntl Has Not.allso Why Telwast Update There Channles Before Ntl.tex

Tex

Although ntl and Telewest are owned by the same people now, they still operate as seperate companies. It will be a whil yet before the services are merged and offered under one company I'm afraid.

[tex]

hi mate,
thanks for the info.
tex

Originally Posted by orangebird

Tex

Although ntl and Telewest are owned by the same people now, they still operate as seperate companies. It will be a whil yet before the services are merged and offered under one company I'm afraid.