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Originally Posted by scrotnig
Upgrades do not start a 12 month contract and you won't get that in writing.
Customer services are there to answer calls not spend ages typing up letters to customers who can't accept what they have been told. They don't have the facility or the authority to write manual letters.
If you really want it in writing then write in the the customer concern team and they will reply in writing.
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Can't you at least get someone to include a line on the t&c's to say that an upgrade is not accompanied by a new 12-month contract? To simply refuse to offer a verbal promise in writing is hardly acceptable. I talk from a personal experience with NTL whereby one person's verbal promise would not be honoured by another person, and hence it is natural to expect promises in writing once you have seen with your own eyes that verbal promises are rarely honoured.
And to ask a customer to take the initiative by writing to NTL is hardly an incentive to get the customer to upgrade.
It's quite simple - make your verbal promises official, put it up on your web-site. If you want an incentive to do it, then do it to show that NTL aren't really leaving an open channel to con customers in the future. Try and clean up their reputation because they clearly need it.