NTL are rubbish

[tootles 43]

Almost 10 days ago NTL disconnected our phone, I had to borrow a mobile to contact them and was told that although it was a mistake by NTL they could not re-connect us for 10 working days. My husband has a condition which means that he can pass out at any time, and its a 10 minute walk to the nearest phone box, to call for help, by which time he could be dead, did this make any difference NO!!! Last Tuesday I phoned again, and got a very nice Chap called Charles who spoke to his supervisor and told me the phone would be re-connected within 48 hours, in fact the engineer from NTL turmed up the next day connected the phone and went away. Chalres phoned me on Wednesday night and I confirmed the phone was ok. Thursday morning, it was dead. AGAIN a further phone call, Monday at the earliest.... by this time I was incandescent with rage. I pay my bill by direct debit and have done ever since we signed with NTL, I also have broadband through them, I do not owe them a penny and they treat me like dirt, they have sdmitted that it was their fault we were cut off, but cannot do anything to help us, we just have to sit and wait, At the earliest opportunity I will be switching to BT!!!! thats after I have wrung some form of compensation from them.

There has been a discussion om another board which recives approx 3 million hits a week, the response from them has been that NTL are a shower, even their own engineers have trouble getting through to them.......

I am powerless to do anything about this until NTL condecend to re-connect me, but I will be reporting the matter to oftel and if neecessary the ombudsman as well.

I have written to NTL Customer Services, but as expected have not recieved the courtesy of a reply, why did I think I would get one......they obviously do not care about their customers, just the cash they rake in from their services.

[paulyoung666]

hi and to the site , a sorry state of affairs indeed , this maybe of some use to you

[ian@huth]

A bad state of affairs.

I would try to get hold of a cheap mobile with a PAYG sim for emergency calls. You can top it up with £10 of calls and if it is only for emergency use you only need to make one very short call every six months to keep the account active with most providers.

Is there a way to contact the emergency services via the internet other than VOIP I wonder?

[tootles 43]

Thank you for that info, I have just sent a copy of my message to the head of NTL telephones, will see if that does any good.

I do in fact have a PAYG phone but orange have cut it off because we have not used it in the last 6 months, think I had better get it sorted out once I get my phone back.

[hairy_mick]

Well good look with your letter hope you get sorted. This seams to be happening on a regular basis i have sean a downward trend with ntl i think it is a training issue you see many people have been made to leave the company as they have moved departments around the country this has affected the customer experiance and i cant see any light at the end of the tunnel. Heads will have too roll

[Jon_]

If you have a mobile phone with no sim card you can still dial 999 (or 112) on it (well you can on mine)

[fudge]

tootles43 , i have been with ntl for neally 2 weeks , i had so many problems even before they installed me things went wrong, in end i phoned up the head office who put me through to

CUSTOMER CONCERNS DEPARTMENT, i spoke to a lady there who also gave me her direct number and every thing was soon sorted.
I even had a couple of guys turn up and waited for me to get home from work who made sure everything was working as it should be.
One of the chaps full time job with ntl was going around to unsatisfied customers like myself was and trying to get ntl a much better name.
He quoted me ntl are not very good at doing things right but are very good at getting things wrong. Which he hopes to put right.
So if your still unhappy with how your being treated give the head office a call and ask to speak to customer concerns. Good luck
__________________

PS

I was also given £20 credit

[spike7451]

Tootles,
What area are you in?I'm a NTL tech & i think part of the problem is the use of outside agencies (not our contractors!!!) to do the disconnects.It SHOULD'NT happen!!but it does.
I regularly get faults where a sub has been 'cut' off by accident.When you phone faults (which,basically,your problem is from a tech point of view) the is a 'time out' placed on the fault.That means we have a window to fix that fault in,normally 12 hours.If it is not fixed by then,it times out which goes against us on the performance tables.
Go to www.ntlhwll.co.uk & look up Dexter,contacy him as he is very good at sorting out problems.He's in customer care.He should be able to help you.
Sorry i cant be more help.
M

Originally Posted by spike7451

Go to www.ntlhwll.co.uk

Would that be the Welsh version of www.ntlhell.co.uk?

[spike7451]

No,Irish version.....After a few whiskeys!!
M

[shredder]

Originally Posted by spike7451

Go to www.ntlhwll.co.uk & look up Dexter,contacy him as he is very good at sorting out problems.He's in customer care.He should be able to help you.
Sorry i cant be more help.
M

Yep Dexter is very good, and also a good friend of mine, he uses this site also, though he is not registered as staff on here, but he is on ntlhell.

[spike7451]

Thats why i recommended him,He's fixed a lot of stuff on ntlhell for a lot of folk as do the rest of us.He & others fix thing's in the office,i fix em in the street!lol
M