Funky Bill after upgrade, anyone else?

[Jim galbally]

on the 10th i upgraded from 1mb (on STB) to 10mb (on cable modem)

did the equipment install etc. myself (boy did that cause agro with NTL on the phone!!!)

anyway ive got the bill and its showing up as i'm still paying for my 1mb broadband at 17.99 pm and also an aditional 15p/m charge for a 2nd STB (which i dont have) and theyre billing for the extra STB from the 10th

anybody else got similar? i'd expect to see a cancelation of the 1mb service and a new charge for the 10mb service!

[russell@home]

They did the same to me too.

Charged me for 1Mb BB on the normal TV+phone bill AND an additional STB.

Spoke to CS about it & apparently they sorted it & "it always happens when someone upgrades from STB to SACM BB"!!!

Watch your direct debits too, they charged me £24.99 seperately (not shown on the bill) on top of the TV, phone & 1Mb BB so in total about £75/month!

Several phone calls later & I think it's sorted. but I'll have to wait till the next bill for the £125 credit.

[swoop101]

oohh snap, But the very nice welsh lady 'thinks' she has got it sorted.

will wait and see what happens.

[IanUK]

A similar thing has happened to me as well, the bill bears almost no resemblance to what it should be with a 1 mb service showing (I was on 3 and am now on 10) about 4 different lots of STB charges both crediting and debiting and is basically a total mess, but for once its in my favour, and I've certainly had enough of ringing NTL this month and getting nowhere fast, so they can wait for me this time

[russell@home]

Originally Posted by IanUK

A similar thing has happened to me as well, the bill bears almost no resemblance to what it should be with a 1 mb service showing (I was on 3 and am now on 10) about 4 different lots of STB charges both crediting and debiting and is basically a total mess, but for once its in my favour, and I've certainly had enough of ringing NTL this month and getting nowhere fast, so they can wait for me this time

I thought it was in my favour too (getting charged for 1Mb & supplied 2Mb) until I noticed that they had set up another DD for the 2Mb BB service!

[Ramrod]

Originally Posted by russell@home

.... I noticed that they had set up another DD for the 2Mb BB service!

Are they allowed to do that in the law?

[Horace]

Just had a statement saying they're going to take out double in January. Upgraded from 3mb to 10mb over the phone a few weeks back. Any idea if CS are working half day/at all tommorow?

[russell@home]

they take double on your first bill as you pay a month in advance - unless of course they have done that already!

[DrK]

Lol ive just moved house and i have this so far..

family pack £37.74
add digi settop box rent £18.88
digital set top box rent £18.88
Telco line rental £10.50
talk unlimited £7.56
Stand alone cable modem £37.99
+7hours of phonecalls (ermm) £16.50

plus...

direct debit for my 10mb cable £37.99

I wanted the phoneline adding to my internet when i moved. and got given the Tv for free, ive even got a residential agreement stating everything free apart from the talk unlimited total charge for all of the above is £8.00 per month

talked to 3 different CS reps so far, getting nowhere, i had 9months of hell when i first joined ntl 4years ago, it aint happening again..

[Horace]

Just an update to mention how things went. I called NTL as soon as I could and spoke to a very understanding lady who seemed more angry than me about it since it has a apparently happened to a few customers. She said she'd sort the problem out and make sure double wasn't taken out via direct debit. As promised the correct amount was debited and I also received a very apologetic letter from NTL.
Mistakes happen in all companies of this size and I'm very grateful it was sorted out so efficiently.I know it goes against the grain to applaud NTL on here but if we're going to post the bad we should at least post the good too. Well done NTL .

[swoop101]

Well I just got a reminder letter about non payment
FFS I am on direct debit.
I rang them up and the nice scottish bloke says 2 things:

1 Your balance is zero
2 The account number on the letter is not your account

WTF are they playing at?????????????


oh and he says that a new DD has been set up for the SACM but bills are by e-mail. No probs with the DD but why didn't they tell me about the e-mails and why have I not had one?

It is time for them to get the whole billing system out of their backsides and into the open so that all CS can do the flipping job properly the first time and not after 2 or 3 attempts.

I am now expecting another cock-up like the time I got a £900 refund

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