ntl complaints procedures.

ian@huth · 21-01-2005, 13:37

Just read an article on El Reg http://www.theregister.co.uk/2005/01...com_gio_probe/ regarding Gio complaints. In it mentions "Under the Communications Act 2003, ISPs and other comms suppliers must have complaints procedures in place".

It would be a good idea to have the official compaints procedures applicable to NTL and Telewest listed in the "Articles" section if anyone can find out what they are.

Neil · 21-01-2005, 13:43

It seems you're not alone on trying to find out what ntl's complaints procedure is Ian....

http://ian.goldby.net/ntl_sorbs/

[Edit]-Look what I found.....

http://www.home.ntl.com/content/ebiz.../b3365_cop.pdf

JohnHorb · 21-01-2005, 19:19

Quote:

Originally Posted by Neil

It seems you're not alone on trying to find out what ntl's complaints procedure is Ian....

http://ian.goldby.net/ntl_sorbs/

[Edit]-Look what I found.....

http://www.home.ntl.com/content/ebiz.../b3365_cop.pdf

Could this be posted as an 'article; or whatever?

samidevils · 12-01-2006, 22:39

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

exporter · 25-01-2006, 21:04

NTL complaints procedure? A myth just like the word "communications" they used to have in their name, and the word "service" when used in any of their messages. There is certainly no reference to a complaints procedure on the bill I have in front of me. They do mention "Customer Service". As I said before, that is a possible complaint under misrepreswentation.

They do not respond to telephoone calls nor even to faxes.

They have stolen my money, admit they owe it to me, but willl not send it to me. I have been able to get to someone in the Chief Execs office but still no results.

I have told them verbally and by fax of a new address. They stilll writ to me at the old one.

Next stop - Ombudsman. Hey Ho, more time wasted!

Exporter

**Rob** · 25-01-2006, 21:07

Exporter, we do have a route into ntl that has worked in the past where other attempts have failed.

If you want to PM some details (Account no, address of property where you had services, current address contact phone, contact email, details of the issue) we will forward it and see what they can come up with. Details will be retained by us only as long as is needed to gain resolution of your issue.

ian@huth · 26-01-2006, 15:55

I recently had cause to complain about an aspect of NTL's service. I have received a very speedy, very helpful and fully acceptable solution today. Good work NTL.

Theodoric · 26-01-2006, 19:11

I'm afraid that my very recent experience of ntl Customer Services and complaints procedure is the direct opposite of Ian&Huth. To put it bluntly it is appalling and a disgrace. However, I think that I may have discovered some of the ntl rules for dealing with customers.

1) Never mind not giving out your name, which I could understand; refuse point blank to give any sort of job number that the customer could use for future phone calls. That way you can ensure that he has to start from the beginning every time.

2) There is one exception to rule one; occasionally give out the name of a manager and say that he will phone you - of course he has no intention of doing any such thing, but it sounds good.

3) Promise the earth to get the customer off your back. However, you must have your fingers crossed while you do this, otherwise you might, heaven forfend, be required to honour your promise.

4) And now, an extremely important rule. Never, ever, under any circumstances phone the customer back to explain why your promise, or the engineer's visit, never took place. I strongly suspect that to do so may be a sacking offence in ntl.

5) Never mind if you don't have any qualified engineers available; send out a couple of the nearest trainees. What, they might trash the customer's system? No problem, we'll just ignore it.

6) If on occasion you are actually forced to arrange an engineer's visit (you won't earn any bonus if you do that too often), always give the poor engineer incorrect information (just ignore what the customer has gone to great lengths to explain to you) so that he cannot do anything useful when he reaches the customer.

I could go on and on; really, I could.

ian@huth · 26-01-2006, 22:35

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.

bigcat · 01-02-2006, 09:59

Rob C:

You will be getting a PM from me shortly about a bodged install/runaround from CS.

This is on behalf of my son & his fiance, who would have no service if I didn't work for NTL & managed to get them up & running by shouting at the right people!

darwin101 · 04-02-2006, 14:43

Have been reading this forum with interest after having moved house in late December with the move of NTL services being handled very smoothly and efficiently.

Would not have had a bad word to say against them until a few days ago when the phone went dead with the digital TV and broadband still operational.

After 4 phone calls on my mobile, have eventually traced the problem down to my billing information got updated correctly, but the other NTL databases didn't and somebody/something has thrown the switch. Told me that it wil take 3 days to get everything sorted out and when that happens, the phone system will be resoted automatically (oh yeah!)

I have been working in IT customer services for the last 20 years and NTL have no customer e-mail systems, no online chat, and no other numbers other than 0800 052 2000 to call. These are current day standards for any organization that has a large customer service orientated base. Give me a break!

When browsing their website, the whole thrust is on selling products with nothing of any substance linked to existing customer servivce and support. Do these people want us to believe their systems never go wrong ??

NTL should learn lessons from ISPs, mine has on online chat service for handling problems, yeh, it may be slow as you know the support guy is handling several sessions at the same time, but at least I am not paying for it.

Seems to me, they have a lot to learn

Chris W · 06-02-2006, 09:34

Quote:

Originally Posted by darwin101

I have been working in IT customer services for the last 20 years and NTL have no customer e-mail systems, no online chat, and no other numbers other than 0800 052 2000 to call. These are current day standards for any organization that has a large customer service orientated base. Give me a break!

hmm... 4 websites, 5 different phone numbers, 4 email contact forms...

http://www.ntlworld.com/helpsupport/...us/bromley.php

oh plus broadband medic for online chat...

http://www.ntlworld.com/helpsupport/...edic/index.php

Quote:

When browsing their website, the whole thrust is on selling products with nothing of any substance linked to existing customer servivce and support. Do these people want us to believe their systems never go wrong ??

NTL should learn lessons from ISPs, mine has on online chat service for handling problems, yeh, it may be slow as you know the support guy is handling several sessions at the same time, but at least I am not paying for it.

Seems to me, they have a lot to learn

I headed straight from the big "help and support" tab at the top of the website and found everything that i needed.

And yep that online chat.... they have that already, and have had for over a year....

darwin101 · 06-02-2006, 09:46

Thanks for the update Chris, but these at a glance, are for dial-up and broadband etc.
What I was refering to was telephone problems and if you go thru their website panels, it only leaves you with the option to call the 0800 number.

tonecold · 13-02-2006, 22:47

I can't say my experience with NTL Customer Support has ever been positive. I am still getting bills and statements saying that I owe them over £100 for a service that I phoned to disconnect 6 months ago (at my old address). When I was direct debited for that account at christmas, I was told they "forgot" to disconnect me (seriously how does that happen? Is this a ploy to get more money?). I am currently paying under a new account set up for my new address when that became long term.

Who can I complain to outside of NTL about this?
I ask because I feel that having wasted my time phoning them at least three times now, each time being told that I "will actually be disconnected this time" and then having nothing happen, and due to all this I have given them a more than fair chance to get it right.

**Russ B** · 13-02-2006, 22:48

If you want me to get the site's contact within ntl to look at you issue tomorrow, PM me your full name and address, plus the phone number you had with ntl and your account number if you know it.