ntl complaints procedures.

[tonecold]

Originally Posted by xathras

Thanks CableForums another success in dealing with my complaint. For those who are concerned that read this post, I may of had problems with NTL but I still honoured my contractual obligation, I am so pleased that NTL sat down and broke down the complaint and give me the satisifactory response that I required.

Thanks guys

Glad someone's had good from them, but I don't expect it regularly.

[Pod2]

After one no-show and several weeks wait, an engineer finally turned up yesterday to replace my analog tv box. That went ok and he said the tv will start working automatically within 24 hours. Fair enough.

Well, it's still not working. Only the three shopping/advert channels are on and the remote doesn't work.

Phoned ntl who said there was no box registered to my account which was why it's not working. I was then asked for the serial number on the box.
The only number on it is nothing like the number format they were expecting.
I was then told that this would need to go to the 2nd level(?) and it would automatically work in 2 days time.

So, to try and help speed this up, I'd like to email photo's of the box to ntl to prove I'm not missing anything obvious.

Can anyone give me an email address that will work please?

[nfs6600]

Originally Posted by Pod2

So, to try and help speed this up, I'd like to email photo's of the box to ntl to prove I'm not missing anything obvious.

Can anyone give me an email address that will work please?

You can post images to the forum itself, not sure how though, Im sure someone will be able to tell you how soon enough. and sending it to 2nd level if the box is not even on the account will be of no help at all. More than likely a case of the agent you spoke to didn't have a clue to be honest

[julie1961]

is there an email addy were i can send an email regarding a conplaint against ntl straight to them thanks julie

[AndrewJ]

[Stuart C]

Pod2 and julie1961, to Cableforum.

If you both start new threads describing your problems, we may be able to help, or even raise the problem with NTL ourselves.

[Nothanks]

Wow what a string of complaints. Mostly familiar except that I don't have an account wth them.

NTL Bless em have taken money from my account, and I havent even signed a direct debit authorisation for them to do so !! In fact I made a point of not doing so when the local rep demanded I sign the forms before he could send me any pricing and package info. Oops i thought, Ive just signed a contract, best I cancel right away and wait for the info I requested.

My amusement with their subsequent months of incompetence (which would have been a credit to their over efficiency had their different departments talked to each other) has now been tempered by this final (I hope) straw. I believe that is Illegal. How did they manage to do that ? I haven't finished with the elongated complaints procedure so I'd best not get too carried away but If I stole 20 quid off them and didn't pay it back for 21 days (i hope) I am sure I would be in very serious trouble.

[tonecold]

Originally Posted by Nothanks

I haven't finished with the elongated complaints procedure so I'd best not get too carried away but If I stole 20 quid off them and didn't pay it back for 21 days (i hope) I am sure I would be in very serious trouble.

Don't expect anything from them in your favour. After giving the guys on here more than 2 weeks to look into it, and having heard NOTHING, I shall be taking the legal action route too... NTL could have made things so much easier if they'd just bloody cancelled my account when I asked last september, and also taken note when I cancelled my direct debit and kept phoning them to find out what the f**king hell they were playing at. ..and now even their tech support is fobbing me off. A different person answering each email theyve sent me, each obviously paying NO attention to any previous emails... how they get away with this s**t I'll never know.
I have quite simply had enough of them.

[joblej]

Help Moved house recently. Move my telephone line and broadband, and then added cable TV. I have spent the last 4 weeks with "customer services". Broad bandspeed are very poor for a 10Mb line. I cant dial mobile numbers from my phone line. I have wasted a good week with customer services, and broad band technical help. My problem has been "escalated" numerous times with the promise of a callback frrom "supervisors." When this does occur they seem to be clueless as to what is going on. There is memo after memo on my account, but still no can help resolve matters. To top it all off, I get the bill, and its in the 100s???? I am starting to pull my hair out at this stage many thanks

[jamesthomson123]

Had great problems with Pace box, tried to get replacement with Samsung. Told had to upgrade service to get box, but retentions offered me a credit of £15pm for 12 months. Got it for 2 Bills but not next, phoned retentions again after 40 min wait. Person had left NTL but she could not understand credit but said she would put it back but would only work from next month. Do you think the credit will continue or will i be contacting them in 2 months with no credit again.No expination of why credit stopped?

[john01]

Hi there,
Aint got a clue how to use this forum so please excuse my inroad methed, I just want to have my say. I'm an angry NTL customer who has written 5 letters of complaint to NTL including I fax. I am now in discusstion with ofcom regarding the matter. Let me tell ya, I've been lied to many of time by NTL staff. I've had late night phone call for NTL staff saying that they don't want to lose me as a customer and made promises to me if I continue using the service. However, the promises never came. I think this is some kind of ploy to ties me into another month of service. I'm currently on medication because of the matter, can you believe that. I don't want compo, I just want out so I can go back to BT.

[john01]

I have now run out of patients with ntl, I’ve attempted to get service over the phone but all I’m met with is lies. I started out with broadband 512k and talk unlimited telephone, I was doing fine with this package; my bb was about £13 and my phone around the same, furthermore I never had to call customer services because I had no problems; the service met my needs exactly. I saw their ad for 3 in 1 for £30 per month so I added TV to my then current package everything was fine until my first statement came in.

I notice some strange entries on my statement namely the Family Pack; I did not request this item which had a charge of £35.00 on my statement. I called CS and after 10 minutes finally got through and explained that I didn’t request the Family Pack, to my shock I was told to pay anyway and the cost would appear as a credit on my next statement. I hung up out of frustration (after requesting to speak to a manager but was refused) and felt totally deflated at what was happening.

This led me to downgrade my package and cancel my TV and go back to where I started 512K bb and talk unlimited telephone. I called cancellation to cancel my TV as I was still within the 30 days cancellation right. After waiting literally 30 minutes for CS to answer the phone; I was told that I have to give 30 days notice to cancel the service. Can you believe that?.

My attempts to put in a simple complaint have now snowballed into me now requesting to cancel all services with ntl. My first attempt was via the phone but hung up due to the long wait you see I’ve got a life to enjoy. My second attempt was via their Web site, but I ended up at a web page which asked me to call customer support on a 0845 number which I did. I got through and I asked to be put through to cancellations but had to wait about 20 minutes. I canceled all service and was told an engineer would attend my premises to collect the equipment, I took a deep breath and thought that was an end of the matter - it wasn’t. The date came around and the engineer didn’t show. I then went through the above procedure again and asked why the engineer didn’t show and was told there was no record of my cancellation, so I canceled the service for the second time. To cut a long story short it happened again but this time I was unable to call ntl because my phone had been cut off due to a shadow credit limit had been placed on my account, at the time I only had £40 call charges on my talk unlimited account. I explained from a friend’s phone that the call charges where due to calling cancellations numerous times at a cost of £22. I went through to cancellations again to cancel the service for the third time and paid my friend £10 for the use of his phone. I was told by ntl CS that they didn’t want to loose me as a customer and promised to write off my current bill and give me 6 month free line rental and they would turn my phone back on in two hours, this didn’t come to pass.



I'm still waiting for another call back from CS (after spending £15 on my mobile phone) I don’t think I will get that call. I bit the bullet and decided to start writing letters, I’ve now written five letters and even sent a fax after following instructions on the ofcom Web site. I’ve even taken advice from this forum and written at the bottom of the letter the following statement.


The following actions are now required to be taken by a responsible ntl cs agent.

1. Cancel ntl telephone
2. Cancel ntl broadband
3. Cancel ntl TV
4. Explain: item: £22.54 bf on July 10 statement
5. Explain: item: I Base £22.50 on July 10 statement
6. Explain: 1 Add Digi Set top box rent £15 on July 10 statement

I don’t know where to turn next and believe it or not I’m now on medication due to this matter, I don’t want compo or anything like that, I just want out from NTL. I’m disgusted with NTL service. I live in Manchester and I believe NTL has offices here I really do feel like standing outside with a banner telling others to avoid this company at all cost but I not that strong

[Anubis99]

Well you'd have thought I learned my lesson years ago with NTL grief last time I moved home. But nope, once again i'm on the move, this time I wish to cancel permanently my phone and broadband services. i have so far today wasted approximately 5 hours on the phone in queues, eventaully connected (record is 34 mins!) then transferred, line dropped. redialled, waited. told to call another number. Apologised to for problems and then hung up on!!
No way to cancel via website and being billed for several hours sat listening to platitudes on an 0845 no. when all i want is to cancel is NOT amusing anymore.
Please, please, please can anyone advise, whom or where to call to cancel my contracts without wasting more of my time or money?!?

[john01]

Beleive me when I say there is no way of contacting NTL for service by phone, only by letter. However it could take months for them to reply, meanwhile their charging you and just making you more angry.

I've got one idea I'm persuing (based on one free consultaion with a solicitor), it's going to be expensive but when you count the cost of calling NTL CS for another month it's cheap - here's my idea.
I have signed back up with BT and due to have my line installed on the 29/07/06 at a cost of £139 because I don't have a BT line in my home, the installation will also include BB (8mb) at £9.99 for the first 3 month and £17.99 thereafter. Once this is done I will very carefully disconnect all NTL service BB, TV and Phone.

What effect this will hopefully have is that NTL will not have any record of usage comming into my home for TV and BB. I now believe that NTL are lieing to me about my cancelation requests so they can continue to supply my home with services of which they will have a record of usage. They have cut my phone off so I have no method of contacting them and I don't want to keep paying friends and family to use their phone to call NTL I have already disconnect NTL TV and reinstalled my own freeview box as well pulling the phone out the socket allthough NTL can still charge for line rental.

I have now spent a total of £32 calling NTL CS on their 0845 number, at least BT have an 0800 number to CS. I think this is the best way to, beat NTL at their own game. BTW, if you've got a BT box in your home, go back to BT and disconnect NTL srvices, make sure you don't damage their equipment.

---------- Post added at 16:09 ---------- Previous post was at 15:51 ----------

BTW, I've sent my account details to the forum team to see if they can help but they haven't replied, I'm starting to get paranoid about this forum and who's behind it. If they have contact with higher echelons at NTL why don't they just help everybody instaed of a choosen few. What does it take before the forum team will help???????.

[tonecold]

OK I've really had it with the ****ing NTL idiots... just yesterday I received a letter forwarded from my old address from ****ing Debt Collectors... this is on behalf of NThell to whom I owe NOTHING!!!

Also they do have my new address as

I had to phone up those debt collectors to dispute the debt, and now I got to put it in writing. I also let them know that I am taking NTL to court for this sh**... it is amazing how they get away with this.

Thanks NTL for wasting even more of my time.. and nobody even suggest I try through the 'contacts' here, I've already wasted time trying that and have simply had enough.

Admin edit (Stuart): Offensive comments removed.