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NiceShoes · 01-05-2006, 13:12

I have found my way to this site after my latest problem with NTL to see if people were having the same kind of problems (and it's not just me having unrealistic expectations, i.e. that my services work and I am billed correctly for them!)

I moved house in February and despite receiving 2 correct bills to my new address, I have mail from my old address with 6 films on that I did not purchase. Having spoken to 5 people at NTL, each as useless and unhelpful as the other, we finally deduced that my address had not been changed (though I had received my 2 previous bills to the new address?!) and NTL would credit me back for them. Yes, I'll believe that when I see it. I have no doubt whatsoever that this problem will take at least another 5 or 6 phonecalls, a couple of letters and maybe a light aircraft flying over their offices with a banner on its back end, to sort out.

One of my previous issues was that when they did my house move, the installer, rather than doing his job properly, spent 50 minutes sitting on my sofa watching an FA Cup match (uninvited) and when he'd eventually left, none of my non-terrestrial channels worked. I waited a few days to see another installer and this resulted in a very angry letter to NTL's complaints department which went unanswered. No less than 3 supervisors didn't bother to return my calls.

This time I decided to turn to the internet and see if they had an email procedure. I followed the link given by another user on this forum and this is what you see:

"We are very sorry that you have cause to complain and would appreciate the opportunity to speak with you to resolve your issues directly.
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.
In the unlikely event that our representative is unable to resolve your complaint, there will be a supervisor available to assist.
Once again, please accept our apologies, and trust we can resolve your issue quickly."

Absolute tosh! If I had any other option I would leave NTL and be extremely relieved to do so.

01-05-2006, 13:12	#42
NiceShoes cf.member Join Date: May 2006 Posts: 2	Re: ntl complaints procedures. I have found my way to this site after my latest problem with NTL to see if people were having the same kind of problems (and it's not just me having unrealistic expectations, i.e. that my services work and I am billed correctly for them!) I moved house in February and despite receiving 2 correct bills to my new address, I have mail from my old address with 6 films on that I did not purchase. Having spoken to 5 people at NTL, each as useless and unhelpful as the other, we finally deduced that my address had not been changed (though I had received my 2 previous bills to the new address?!) and NTL would credit me back for them. Yes, I'll believe that when I see it. I have no doubt whatsoever that this problem will take at least another 5 or 6 phonecalls, a couple of letters and maybe a light aircraft flying over their offices with a banner on its back end, to sort out. One of my previous issues was that when they did my house move, the installer, rather than doing his job properly, spent 50 minutes sitting on my sofa watching an FA Cup match (uninvited) and when he'd eventually left, none of my non-terrestrial channels worked. I waited a few days to see another installer and this resulted in a very angry letter to NTL's complaints department which went unanswered. No less than 3 supervisors didn't bother to return my calls. This time I decided to turn to the internet and see if they had an email procedure. I followed the link given by another user on this forum and this is what you see: "We are very sorry that you have cause to complain and would appreciate the opportunity to speak with you to resolve your issues directly. 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. In the unlikely event that our representative is unable to resolve your complaint, there will be a supervisor available to assist. Once again, please accept our apologies, and trust we can resolve your issue quickly." Absolute tosh! If I had any other option I would leave NTL and be extremely relieved to do so.