NTL does anyone know an effective way to get your complaints resolved

[Bengie]

Originally Posted by Russ D

It's up to you - if want it sorted out, get in touch. If you'd rather take a chance and use a method which as you've seen is flawed, go for that.

I can see where kat is going with this and she is doing it the correct way.
Lots have used this board to get disputes and complaints resolved and I laud the board for being able to do that, but this isn't the way it should 'have' to be done. What about those that have no access to the internet but just the other two services, or perhaps have never heard of this forum. They need a way to be able to make and get resolved a dispute or complaint.
Your statement above Russ is almost saying 'use us and get is solved or don't use us and don't get is solved'. There shouldn't be a need to use your services, good and succesfull though they are.
By getting a resolution via the 'correct' channels should ensure that no other customer has the same problem.
If it a case of please help me, all I want is my service up and running, then going through the assistance offered by the good guys of this forum is the way to go, but it could happen to someone else.

Always remember kat that a contract is two way, and if ntl are not abiding by their side by not providing the service they agreed to supply then the contract can be terminated without penalty.

[Russ B]

Originally Posted by Bengie

I can see where kat is going with this and she is doing it the correct way.
Lots have used this board to get disputes and complaints resolved and I laud the board for being able to do that, but this isn't the way it should 'have' to be done. What about those that have no access to the internet but just the other two services, or perhaps have never heard of this forum. They need a way to be able to make and get resolved a dispute or complaint.
Your statement above Russ is almost saying 'use us and get is solved or don't use us and don't get is solved'. There shouldn't be a need to use your services, good and succesfull though they are.

People are free to get matters solved any way they see fit but personally I cannot see the point of sticking with a principle if it doesn't appear it's going to work, even if it's the conventional way of doing things.

ntl (whether justified or not) seem to have a reputation for questionable CS. I doubt that one customer sticking by their principles will change that. ntl IMO have never been the sort of company to be ruled by 'people power' (certainly not when I worked for them) so even having lots of customers sticking by the 'rules' of complaining is unlikely to have an effect.

If I had a fault or complaint regarding ntl then I would much rather use a tried and tested method of resolution than one which has proven to be flawed.

[Rob]

Agreed, it shouldn't be necessary to use this board to get ntl to address complaints. It is however a tried and tested route, sanctioned at executive level within ntl.

We don't force anyone to register on this forum. When they do and assistance is sought and offered (we do try to look at the merits of each complaint before using our escalation path, simply to ensure it is not going to get abused with spurious stuff), we're surprised that people that volunatrily registered with us are reluctant to take us up. Bear in mind that simply by registering and posting we already have a large amount of information on a member.

Still we can understand if someone is uwilling to provide the details we need to be able to escalate. That is their choice.

Yes there shoiuld be reliable ways that all customers can use to get ntl to address matters. With persistence, as Kat2 found you might get a response from some in ntl, but her route to resolution was in fact equally as unorthadox and still relied on internet use, and detective work to find the contact emails she needed.

[Bengie]

I quite agree with all you say, but it shouldn't 'have' to be that way.
I am with Telewest myself and have never had any of the problems that are posted here, but if I were, and wanted my service back as quickly as possible, then I would come through here.

[Rob]

At the moment our escalation path is only for the ntl franchise areas, unfortunately ntl:telewest have yet to fully integrate. We're working on the being able to help TW area customers better.

[Russ B]

Yes, so it's "coming soon"....

[Mick]

We have always had an official TW contact even before the merger.

[lostandconfused]

completly off topic and any mods feel free to delete but i couldnt find a relevant thread..

what are those little green blobs under your name for?

Originally Posted by Russ D

Yes, so it's "coming soon"....

I have just had a flyer from Sky for there broadband that says coming soon

[Russ B]

Originally Posted by lostandconfused

completly off topic and any mods feel free to delete but i couldnt find a relevant thread..

what are those little green blobs under your name for?

Do a forum search for 'reputation'

Originally Posted by Russ D

Do a forum search for 'reputation'

And i hope you have a few days to read it all

[lauzjp]

Originally Posted by Russ D

Do a forum search for 'reputation'

*cries* I want another greenie! My one little greenie is all lonely!

[popper]

Originally Posted by Bengie

I can see where kat is going with this and she is doing it the correct way.

By getting a resolution via the 'correct' channels should ensure that no other customer has the same problem.

If it a case of please help me, all I want is my service up and running, then going through the assistance offered by the good guys of this forum is the way to go, but it could happen to someone else.

Always remember kat that a contract is two way, and if ntl are not abiding by their side by not providing the service they agreed to supply then the contract can be terminated without penalty.

indeed you make some very good points, the question is, how do you (the end user)define 'the correct way'.

as already pointed out, kat2's stated way ended up being a modifyed version of what the guys here do, in that the problem was forceably placed in to the hands of the top managment/SH/etc , hardly a thing your everage end user does currently ,but it might be effective and hence correct, even though it cant be said that this type of problem will not happen again, it most likely will happen to someone, infact the majority, so again theres no garantee.

the fact that you mention the 'contract' , and how you can leave without penalty , but again, that does not make matters any better (not least,as it seems ntl dont agree) for the remaining end users as NTL:TW have learned nothing, and you are no longer their concern as an ex-user.

however as Mr. A ,i'm sure, will tell you , the same contract can be a very effective tool once the people writing it come to realise that an end user can also use it to their advantage if NTL:tw want to make life hard and force the users to learn the law as the banks are now doing to vast amounts of their customer base.

for instance , it appears that the T&C's need to include the right for the vender to forward your personal data to the non uk call centers so they (india,etc)can process your ntl:tw computer files while your diverted to them, i wont say why (perhaps later) 8) but that could be a massive problem if almost everyone did it.

at the end of the day we the average user,just want fair and reasonable things sorted in as quick and effeciant as possible, if, now that the banks have opened our eyes to things, and forced us to act within the law , we may decide to make a fuss and tell all our friends so we can give NTL:tw something to think about?, think about it, theres enough complaints or ntlhell would never have been born.

[HughesJ]

Hi and help,

I have also posted on the 'NTL complaints' thread but not sure if its still running. But from reading through seems that plenty of NTL customers and ex customers have had problems with closing NTL accounts ie you close it and one year later you get a debt collection notice at your new address because the account hasn't been closed properly and NTL have still been billing you at the old address. This is what has happened to me this week.

It is comforting to know that I am not alone but after trying endlessly to try to get to the bottom of this with customer services I have no idea what else to do. I have been up early today to write a letter of complaint to NTL House in Hook. But I'm not sure if this is going to help me. I have a week to sort this out before I get the court order from the debt collection agency on behalf of NTL.

lesson learned: never trust NTL customer services when they say they have closed your account

[lostandconfused]

Originally Posted by HughesJ

lesson learned: never trust NTL customer services when they say they have closed your account

customer services dont close accounts, its retentions, id sugest calling them explaining that you wanted your account closed on X but it hasnt been, they should be able to backdate the charges and close the account for you

0800 052 9403