[Barewolf]

Ive wrote this to NTL in the hope they sort my problems out...

Dear Sir/Madam,

I received a letter from you regarding the new 10mb Broadband in December of last year. I have taken the opportunity to upgrade but was not pleased it would cost me an additional £50.

Despite the upgrade fee I went ahead with the upgrade which was done on 4th January of this year but I was very disappointed with the engineers. All they did was plug one wire into the set top box to the cable modem and left the rest for me to do, which I didn’t think was very professional on behalf of NTL.

I followed the instructions given to me with the installation disk but the modem wasn’t able to be installed so I had to contact customer services, who intern passed me to technical support. After about forty minutes I had it installed without the use of the disk provided.

I thought this was the end of the problem, I could access the internet and the speed was around 8000 Kbps which to me was acceptable. However after about one week I noticed my speed was reduced, I ran several speed tests at different times of the day and on average my speed was that of a 3mb connection and less than that a majority of the time.

Because of this I called up the technical support who ran through several procedures with me to regain my speed, I was eventually told my speed would come back and it did, but it was only around a 5mb connection which is unacceptable.

I didn’t bother to phone up about the problem as my Grandmother died that week so dealing with NTL issues was the last thing on my mind.

My next surprise was that I couldn’t access my website; I noticed this on 20th January and I phoned up the technical department who told me the usual sorry story but they couldn’t restore my website.

Very annoyed I requested to speak to the supervisor who intern said sorry but I should have read the agreement before upgrading, which only fuelled my anger as he was very obnoxious and rude to me and insulted my intelligence. I requested that I wanted to speak to “His” supervisor about it but was told that he didn’t have to and wasn’t going to let me speak to his supervisor. I find this behaviour from a so called supervisor unacceptable and cheeky, not to mention rude.

The website I had created took me over two year’s hard work to complete and was very sentimental to me, I was told in letters and e mails about all the golden benefits of the 10mb service but you failed to mention the fact I would loose my web space as a result, now that’s over two years hard work down the drain.

If that wasn’t bad enough today, 21st January, I had to once again ring up technical support as I was unable to access any web pages, my speed was that of a 56k dial up connection, once again I had to go through endless tasks to get my Broadband working again, only to discover that on the 23rd of January my Internet was reduced to the speed of a dial up connection and once again I had to call up the technical support.

On the 23rd January I was on the phone to a technician that was telling me it was my Computer that was the problem when I know for a fact it was Broadband causing me to have slow speed, I ran through every test she told me and she was left to pass me onto her Senior technician. The senior technician downgraded my Broadband to the 2Mb service to see if there was a problem with the Modem which apparently there is, he arranged for an engineer to come and replace it the next day. I was on the phone to your technical department for 66 Minutes.

Now I understand this isn’t your fault in person but you must understand the hassle and phone calls I have had to make only to get no further ahead, I can’t deal with all the problems NTL seems to produce and just accept an apology all the time. I want to know what you plan on doing about these problems; I won’t pay for a service I don’t receive.

Like anything you buy you expect a guarantee or service in which case I am not getting, and at over £120 per month for phone, TV, And internet I expect to be treated with a little respect.

I await your response and hope this matter is resolved, if not I will have no option but to cancel my service with your company and go elsewhere.