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henza · 04-04-2006, 10:09

Hi

Been reading some of the comments. Most of them seem quite familiar. The product is excellent but the service is utterly appalling.

I'm currently trying to get my broadband connection moved from one room to another. The installation team were meant to turn up yesterday afternoon between 12.00 and 6.00. They couldn't be more specific so I had to sit and wait all afternoon. I rang at 1.00 to confirm they were coming (as you can tell - I've been an Ntl customer a long time). Strangely, after he had confirmed it the guy suggested that if they hadn't arrived by 6.15 I should ring back.

So I rang back at 6.15 and was told the installation team were delayed but were coming. I rang again at 7.50 (just before the call centre closed) and was told that the installation dept was closed and I would need to ring in the morning.

So I rang this morning at 8.15 and their computer system is down. What is more they can't even do the old fashioned thing of talking to someone in the installation dept to find out why no one bothered to come out or to ring and tell me they weren't going to. The woman was going to ring me back within 1/2 an hour - 2 hours ago.

In 2 hours time I will have been waiting continuously for 24 hours. There really has to be a better way.

Can anyone suggest a way of at least finding out whether they intend to come out or not.

04-04-2006, 10:09	#29
henza Inactive Join Date: Apr 2006 Posts: 0	Re: ntl complaints procedures. Hi Been reading some of the comments. Most of them seem quite familiar. The product is excellent but the service is utterly appalling. I'm currently trying to get my broadband connection moved from one room to another. The installation team were meant to turn up yesterday afternoon between 12.00 and 6.00. They couldn't be more specific so I had to sit and wait all afternoon. I rang at 1.00 to confirm they were coming (as you can tell - I've been an Ntl customer a long time). Strangely, after he had confirmed it the guy suggested that if they hadn't arrived by 6.15 I should ring back. So I rang back at 6.15 and was told the installation team were delayed but were coming. I rang again at 7.50 (just before the call centre closed) and was told that the installation dept was closed and I would need to ring in the morning. So I rang this morning at 8.15 and their computer system is down. What is more they can't even do the old fashioned thing of talking to someone in the installation dept to find out why no one bothered to come out or to ring and tell me they weren't going to. The woman was going to ring me back within 1/2 an hour - 2 hours ago. In 2 hours time I will have been waiting continuously for 24 hours. There really has to be a better way. Can anyone suggest a way of at least finding out whether they intend to come out or not.