Do NTL set out to lose customers?

Anthony Al-Naqib · 25-02-2006, 01:50

This is a bit late now I suppose, as I have already signed up to BT Broadband after reaching the end of my patience with NTL, but starting with a final question: Why is it so hard to disconnect? When customer service is open extended hours- why (unless its all part of the scam) cant they take disconnection notice? The can take package changes etc.... Its only a small point, but illustrative of the poor service provided by this company. I've had a week from ntHELL with them and the broadband service- feeling quite pleased I had finally bit the bullet and moved to BT, but then I am wound up further about the disconnection. To hell with it- special delivery letter on monday and the direct debit is already stopped! but WHY? Why are they so obtuse? Why try so damn hard to LOSE customers?

Thank you, I feel better now!

driver_problems · 25-02-2006, 02:19

Quote:

Originally Posted by Anthony Al-Naqib

This is a bit late now I suppose, as I have already signed up to BT Broadband after reaching the end of my patience with NTL, but starting with a final question: Why is it so hard to disconnect? When customer service is open extended hours- why (unless its all part of the scam) cant they take disconnection notice? The can take package changes etc.... Its only a small point, but illustrative of the poor service provided by this company. I've had a week from ntHELL with them and the broadband service- feeling quite pleased I had finally bit the bullet and moved to BT, but then I am wound up further about the disconnection. To hell with it- special delivery letter on monday and the direct debit is already stopped! but WHY? Why are they so obtuse? Why try so damn hard to LOSE customers?

Thank you, I feel better now!

you won't get away that easily. someone will be on the blower with an offer you can't refuse.

Anthony Al-Naqib · 25-02-2006, 02:22

no- seriously....its way beyond money now- its principle!

they WONT tempt me back- damn glad I moved my phone line back to BT a couple of years ago too.

driver_problems · 25-02-2006, 02:24

Quote:

Originally Posted by Anthony Al-Naqib

no- seriously....its way beyond money now- its principle!

they WONT tempt me back- damn glad I moved my phone line back to BT a couple of years ago too.

so you are no longer an ntl customer?

you have disconnected your services and now use BT?

but ....you never said what issues you were having problems with. Normally the members of the forum do genuinely try to sort stuff out. So if you are saying get stuffed - what help can the forum be?

Anthony Al-Naqib · 25-02-2006, 02:29

move phone years ago....tried desperately to keep the broadband going ....it was fine until sunday (apart from usual glitches) and it worked great with linux (sssh- dont tell anyone) but its just too difficult dealing with them. So today- after too many BS conversations, and a very tempting deal (NHS discounts & BT broadband- free modem and Ã‚Â£50 cash back!) I have signed up to BT and now am screaming and tearing hair out trying to disconnect.....its that degree of difficulty made me want to quit in the first place- they seem to learn nothing.

driver_problems · 25-02-2006, 02:33

Quote:

it was fine until sunday

so what happened on sunday then?

and what's a "usual glitch"

most places (ISPs) don't support Linux you will find - I think

Anthony Al-Naqib · 25-02-2006, 02:46

Linux: I know! dont expect them to. Just provide me with an ethernet port and i'll sort it out myself.

Sunday...service had been flakey for a while... would just suddenly stop forwarding packets...couldnt even ping ntl's nameservers etc. then sunday - spent hours rebooting box and pc's-nothing- couldnt even get an address from dhcp server... then came back for a while-then stopped again. called tech support on monday- and really helpful (english speaking) guy tried to help- needed to reset the box - but couldnt becuase of billing cycle- fair enough...came back on for an hour and went off...tried tuesday- nothing- called again, someone helpful again, tried to reset-nothing-(he could see the box but wasnt getting an address) so he requested engineer replace box. tues night came back on again for a couple of hours.

weds-rude engineer-talking to me like a n00b reluctantly changes box becuase its back on....then buggers off before new box working....THEN the fun began- five calls to india, five unhelpful BS'ers still no service.... answers ranging from "firewall on pc" "a file blocking" "do a system restore" and "get an engineer in" - and not a single mention from me about linux- this was all with an XP pc. Called after 6pm and finally got this really nice welsh guy- which i had his name because i would praise him, as he actually understood what was happening...even if he couldnt fix. decided problem with cabling outside to cabinet somewhere... ordered engineer. now fri night- no word, still intermittant broadbandd (working now...but for how long) - jsut no way to run a business...not an isolated experience either- its pretty much what I experience anytime I have to deal with them.

I know i'm going to be banging my head against the wall for a while with my new BT adsl modem and service- i expect that- but then when its setup i expect it to continue working, and if it breaks, i expect to get through to a native english speaker. (and no, I'm not trying to be racist- with a name like mine???!)

driver_problems · 25-02-2006, 02:53

Quote:

Originally Posted by Anthony Al-Naqib

Linux: I know! dont expect them to. Just provide me with an ethernet port and i'll sort it out myself.

Sunday...service had been flakey for a while... would just suddenly stop forwarding packets...couldnt even ping ntl's nameservers etc. then sunday - spent hours rebooting box and pc's-nothing- couldnt even get an address from dhcp server... then came back for a while-then stopped again. called tech support on monday- and really helpful (english speaking) guy tried to help- needed to reset the box - but couldnt becuase of billing cycle- fair enough...came back on for an hour and went off...tried tuesday- nothing- called again, someone helpful again, tried to reset-nothing-(he could see the box but wasnt getting an address) so he requested engineer replace box. tues night came back on again for a couple of hours.

weds-rude engineer-talking to me like a n00b reluctantly changes box becuase its back on....then buggers off before new box working....THEN the fun began- five calls to india, five unhelpful BS'ers still no service.... answers ranging from "firewall on pc" "a file blocking" "do a system restore" and "get an engineer in" - and not a single mention from me about linux- this was all with an XP pc. Called after 6pm and finally got this really nice welsh guy- which i had his name because i would praise him, as he actually understood what was happening...even if he couldnt fix. decided problem with cabling outside to cabinet somewhere... ordered engineer. now fri night- no word, still intermittant broadbandd (working now...but for how long) - jsut no way to run a business...not an isolated experience either- its pretty much what I experience anytime I have to deal with them.

I know i'm going to be banging my head against the wall for a while with my new BT adsl modem and service- i expect that- but then when its setup i expect it to continue working, and if it breaks, i expect to get through to a native english speaker. (and no, I'm not trying to be racist- with a name like mine???!)

you will find that most people in Wales are "really nice and know what's going on" but these things you mention are better left to some of the other guys on here? .........I am sure they will help you soon. Nos Da

Paul · 25-02-2006, 08:51

On the note of is NTL trying to lose customers I would say..... A N Other telecom company has just increased it's line installation fee by Ã‚Â£25 and has raised it's fees for things like line moves, line box installs etc. Ã‚Â£100 for a new line installation for a property..... nice way to get people to take your services when other companies are offering free installs

andygrif · 25-02-2006, 10:18

I don't know if you're referring to BT or not, but if you are then of course you know that the vast majority of all residiential properties already have a BT line to them (and new-builds are built with the line already there) so there is no need for a new line installation for most people. Even so, if it is BT you're taling about it just under Ã‚Â£75 for new installs, not Ã‚Â£100.

Still excessive, I'd agree...but still not as much as you are saying - but then given that virtually no-one will need a new line (unless you want a second line) then it's not really an issue for most is it?

Anthony Al-Naqib · 25-02-2006, 11:50

Quote:

Originally Posted by Paul

On the note of is NTL trying to lose customers I would say..... A N Other telecom company has just increased it's line installation fee by Ã‚Â£25 and has raised it's fees for things like line moves, line box installs etc. Ã‚Â£100 for a new line installation for a property..... nice way to get people to take your services when other companies are offering free installs

I take your point- but in the end Free does not mean Better.
I pay for services- i expect to get them- if you cant or dont want to provide- I'll take my money elsewhere- It might cost more, but if thats what it takes for better service, quality has its price.

Its like the choice between sainsbury's and aldi: i could get cheaper- but i prefer quality.

Escapee · 25-02-2006, 19:15

A few years ago when I worked for ntl, there was a big problem with customer disconnections and direct debits. The real problem was down to the company keeping bad debt customers and disconnected customers on the books to masage the figures to fool the shareholders.

That was the reason so many customers were being charged via direct debit for services after they had left as a customer, I had the problem myself after leaving as an employee with a service I had terminated about 12 months previously. The issue of charging customers in this manner was well known in some circles of ntl, and at least one employee in a management position on the company owned forum was fully aware of the situation.

The act of being ripped off and the problems associated with getting it sorted, along with a debt collection agency after me for Ã‚Â£15 was my prompt to get off my backside and find an alternative supplier. I thought it rather a cheek when they in fact owed me over Ã‚Â£100

Anthony Al-Naqib · 25-02-2006, 22:13

thats interesting to read your experience- as it shows even ex ntl staff have bad experiences with the company they should know their way around.
the comment about massaging figures actually sounds quite believable.

hehe- i'm now so glad i am finally switching to bt!

driver_problems · 25-02-2006, 23:19

Quote:

Originally Posted by Anthony Al-Naqib

thats interesting to read your experience- as it shows even ex ntl staff have bad experiences with the company they should know their way around.
the comment about massaging figures actually sounds quite believable.

hehe- i'm now so glad i am finally switching to bt!

hmmm. somethings not right here

handyman · 25-02-2006, 23:51

I dont for one second think its got anything to do with massaging the figures. It's 100% down to running the call centres with poorly trained staff. By moving the call centres to 3 from 13 all they have done is staffed the 3 centres with people who have not got a clue what they are doing, this is why accounts are not getting closed correctly, there is absolutly no mandate for fudging figures.

The only way for ntl to get out of the mess they are in is to set up special teams that can be trained to do the job well. Teesside ran on 10 faults bods when I started there, there was also a mini rush around 8.30 and tea-time but other than that it was a 20 min wait between calls. Because they where not busy they had time to become proficient with their jobs.

It was a wonderfull time to be working there and its a shame that ntl have taken the wrong road and now the service is very poor.