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Originally Posted by darwin101
Have been reading this forum with interest after having moved house in late December with the move of NTL services being handled very smoothly and efficiently.
Would not have had a bad word to say against them until a few days ago when the phone went dead with the digital TV and broadband still operational.
After 4 phone calls on my mobile, have eventually traced the problem down to my billing information got updated correctly, but the other NTL databases didn't and somebody/something has thrown the switch. Told me that it wil take 3 days to get everything sorted out and when that happens, the phone system will be resoted automatically (oh yeah!)
I have been working in IT customer services for the last 20 years and NTL have no customer e-mail systems, no online chat, and no other numbers other than 0800 052 2000 to call. These are current day standards for any organization that has a large customer service orientated base. Give me a break!
When browsing their website, the whole thrust is on selling products with nothing of any substance linked to existing customer servivce and support. Do these people want us to believe their systems never go wrong ??
NTL should learn lessons from ISPs, mine has on online chat service for handling problems, yeh, it may be slow as you know the support guy is handling several sessions at the same time, but at least I am not paying for it.
Seems to me, they have a lot to learn
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I've just joined this forum as I'm having a very similar experience at the moment. I had filled in the "moving house with ntl couldn't be easier" online form to notify ntl that I would be moving out on 5th May. I didn't receive a reply giving me an installation but three days ago I discovered that my phone wasn't working. I initially used my mobile to report a fault, and after waiting for some while was told that it was clear that the phone at the property I was leaving had been disconnected 'prematurely', and I would therefore need to be transferred to customer services. When I eventually got through to them I was, again eventually, told that I would be reconnected within three days. It also appeared that ntl had a date down for my reconnection (not the one I had requested) - I'm not sure why they hadn't told me about this.
Since Wednesday I have (using my mobile and through managing to get access to another computer) been trying to find out when I am going to be reconnected, and being shunted between the 'moving house', faults and 'customer services' departments, with various different people saying someone else is responsible. Then today I was told that it takes 10 days to reconnect the phone - in other words that it wouldn't be reconnected until after I move. Oh, and if I had any more questions about this I would need to contact the house moving number, but they won't be available again till after the bank holiday (though on previously ringing the house moves number I was told that I needed to be transferred to customer services).
The situation has been made slightly more complicated by the fact that having been on dial-up till now I was also intending to go on broadband through ntl after I moved. Given the level of service I am currently getting (none as far as the phone line goes) is this mad? Another option would simply be to cancel all ntl subscriptions and find other suppliers, though I'm wondering whether this would just involve more hastle. I did at least want to register a complaint about the level of service I had received, but this itself seemed to be a frustrating process. Thus the web page which announces "if you are an existing ntl customer and require further assistance please call customer support on 0800 052 2000, or send an
email via our contact us form". Clicking "I have a complaint" eventually takes you to a page which says "Please call us on 0800 052 2000 (Monday - Friday 8am to 8pm and on Saturday 9am to 5pm) and choose option 5 to speak to an advisor". I was given an address to write to but even the person at ntl said that they take "some time" to reply.
Any advice would be much appreciated.