Website Ordering Problems

Helix · 18-01-2005, 17:44

Hi

We wanted to upgrade our analogue mid pack to the digital base pack so we placed an order for it online for it on. It said that they would contact us with 48 hours but we heard nothing so after a few more days I made a phone call to the number it said on the confirmation e-mail. When I phoned this number they said that they couldn't check and that I need to e-mail them which I did.
When ntl eventually got back to us through e-mail on Monday they said they couldn't find my order. I mean how do they manage to lose an order. Anyway they said to phone the upgrades department which they gave a number for. So I called this number and was put on hold for ages so eventually I hung up.

Has anyone else had a problem with ntl losing online orders? Also what can I do now apart for wait on hold for hours trying to get through? I tried the website again and our original install date of the 26th Jan has now gone and I am not sure whether if i place an order for the following week it will go through.

Thanks
Steve

Chris W · 18-01-2005, 17:54

if you contact sales on 0800 183 1234 they should sort you out. Forget about the online order, just call and place the order over the phone.

The queue isn't usually too long on that number... open weekdays 8am-8pm and saturdays 9am - 5pm

bonzoe · 18-01-2005, 19:20

Think I'm in the same situation, got a confirmation e-mail last week (12th), still heard nothing from NTL. It quoted free installation of 2nd STB, just wonder if they will honour this.

I'll give it until next week & then call the sales team on the number Monkeybreath gave, (is there anything he doesn't know?) - thanks

Helix · 18-01-2005, 21:14

Thanks for your help. I shall ring them tommorow.

bonzoe · 20-01-2005, 18:30

Helix, I hope you had some success today. I contacted CS after being given the run around & they informed me that 2nd STB is due to be fitted on Tuesday, so it seems that the web site placed the order and there appears to be no installation charge

dvboy · 21-01-2005, 01:29

When I first ordered I did it through the website, when I called CS to chase it up they said never do stuff through the website because it doesn't always work, even if you get a comfirmation, all that does is comfirm what you told the website what you want - not necessarily that you're actually going to get it.

Helix · 22-01-2005, 13:27

I have tried calling that number and still can't get through was on the phone about an hour. Now I don't know if they will be coming on wednesday or not. How can one company have such bad service even when you want to purchase something.

I don't know what to do now.

dvboy · 24-01-2005, 09:53

It is Sales you need to speak to, and yes they probably will have you waiting a long time, sadly.

jackie105 · 25-01-2005, 17:11

I'm in the same boat as helix

I have ntl phone and BB.
Decided to upgrade from analogue to digital family pack.
After trying to book it by phone i gave up after 90 mins and ordered online.
It is booked for 26th (a.m i think).
I have had no e-mails or calls so i am presuming it is still going to happen.
All i have is an order number.
I tried to phone today and was on hold for over an hour so gave up.
I will wait in tomorrow and see what happens.
Does anyone know if i am supposed to cancel my analogue tv or will it be done automatically once digital is installed?

Great site BTW!

Jackie

dvboy · 26-01-2005, 09:46

Again. Don't bother with the website and speak to someone on the phone. This is the advice CS gave to me and it was the only way my order actually got placed.

jackie105 · 26-01-2005, 13:36

I finally got through to ntl after sitting here all morning and no one showing up

The guy i spoke to was very helpful but he could find no record of my order being processed.
He said i should have had a follow up e-mail or phone call once i had booked online.
I have now rebooked for the 4th Feb.
If there are anymore problems i will give up and go for Sky+.
Jackie

Neil · 26-01-2005, 14:33

Quote:

Originally Posted by jackie105

I finally got through to ntl after sitting here all morning and no one showing up

You would be far from the 1st ntl customer to have experienced that I'm afraid.

Quote:

Originally Posted by jackie105

The guy i spoke to was very helpful but he could find no record of my order being processed.

Or that....

Quote:

Originally Posted by jackie105

If there are anymore problems i will give up and go for Sky+.
Jackie

Welcome to ntl's world of making their customers wait for installs-even when they feck it up.......

dvboy · 26-01-2005, 16:04

Hate to say I told you so...

Helix · 26-01-2005, 17:00

Looks like I will have to phone them up. I haven't really had time to be waiting on hold for ages. Does anyone know the best time to call when the queues are shorter?

Thanks

jackie105 · 26-01-2005, 17:26

I phoned them about 12.30 and was only on hold for about 2 mins

(miracle)

My hubby is not amused and has now phoned them himself.
They are supposed to be ringing us back with an offer of compensation likely to be an extra free month or something

Have been given the number 08000524401 to ring if they do not contact us soon.
Jackie