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ithepider · 02-05-2006, 14:22

There is definitely something very wrong within NTL and their complaints procedures as this thread seems to illustrate. My recent experiences are not unlike many others who have posted on this forum. We moved house in January and since we've been in the new place I've had a number of problems. For one of which I was offered a half price base pack for 6 months which I accepted and sat back assuming that I would be billed appropriately. Last month, the saga took on momentous proportions. We were on holiday and on our return, found that the cable tv wasn't working. A garbled message on the ansaphone said something about ringing a company called QNET and I assumed there was something wrong with our box and they wanted to come round to repair/replace the old box. I waited 2 hours for the guy to come round, but when he arrived, it was only to repossess the box! He left empty handed, and I rang 0800 052 2000 to find out what was going on. At least 2 hours later ( thats just 4 hours wasted) I had spoken to 9 different people and had managed to establish that I'd been disconnected in error, the tv would be up and running again within the next 24 hours and, pretty much, that was that. I was offered a half price base pack for six months and seeing as I thought I already had that, I assumed that meant a free base pack......but they can't do that. I was offered a free month of the family package, but I declined as I don't need more rubbish channels in addition to the rubbish I already have to trawl through! Not satisfied that I had had to waste 4 hours just to get reconnected I wanted to speak to somebody in authority and was promised a call back within 24 hours. Still waiting. A couple of days later, it occurred to me that I hadn't had it confirmed that I would not be billed for the period I was disconnected, so I dared ring again! Bad move! I was told I wouldn't be charged, but I still wanted to know why I was expected to waste hours of my life trying to get answers from NTL. Promised a call from a supervisor within 30 minutes. Still waiting! Then, I received a re-directed letter from NTL via my old address. Having seen various posts here about NTL charging for services supplied to old addresses, I find this quite worrying!
Checked my bill today and thought the price I was paying for my base pack was quite high. Rang, and the guy tells me that I'm paying full price, but he'll put me on the half price rate from today! He offered some sort of free telephone calls package, which I declined, as it wasn't worth the time and effort I've wasted on this.....and probably wouldn't have materialised anyway!!!!!Am I supposed to be grateful for this level of service!
To date, I've been disconnected, wasted 4 hours on the first day of my quest and many more subsequently, been lied to, been made false promises. I feel like I've been thoroughly chewed up and spat out by NTL's complaints procedure which is completely incapable of resolving issues other than offering (and not, in my experience, delivering) inappropriate and inadequate compensation. It feels like I am being consumed by this situation and the obvious aim of NTL is to thoroughly and totally destroy people who try to complain, to the point where they give up and crawl off to die somewhere. A CURSE ON YOU, NTL, I HATE YOU!!!!
It really grates that we live in an area where we are at the mercy of NTL if we wish to receive TV channels other than regular terrestrial.
My advice to other unfortunate customers is, get out while you can, because NTL cannot deal with complaints.....FULL STOP!!!

02-05-2006, 14:22	#43
ithepider cf.member Join Date: May 2006 Posts: 0	Re: ntl complaints procedures. There is definitely something very wrong within NTL and their complaints procedures as this thread seems to illustrate. My recent experiences are not unlike many others who have posted on this forum. We moved house in January and since we've been in the new place I've had a number of problems. For one of which I was offered a half price base pack for 6 months which I accepted and sat back assuming that I would be billed appropriately. Last month, the saga took on momentous proportions. We were on holiday and on our return, found that the cable tv wasn't working. A garbled message on the ansaphone said something about ringing a company called QNET and I assumed there was something wrong with our box and they wanted to come round to repair/replace the old box. I waited 2 hours for the guy to come round, but when he arrived, it was only to repossess the box! He left empty handed, and I rang 0800 052 2000 to find out what was going on. At least 2 hours later ( thats just 4 hours wasted) I had spoken to 9 different people and had managed to establish that I'd been disconnected in error, the tv would be up and running again within the next 24 hours and, pretty much, that was that. I was offered a half price base pack for six months and seeing as I thought I already had that, I assumed that meant a free base pack......but they can't do that. I was offered a free month of the family package, but I declined as I don't need more rubbish channels in addition to the rubbish I already have to trawl through! Not satisfied that I had had to waste 4 hours just to get reconnected I wanted to speak to somebody in authority and was promised a call back within 24 hours. Still waiting. A couple of days later, it occurred to me that I hadn't had it confirmed that I would not be billed for the period I was disconnected, so I dared ring again! Bad move! I was told I wouldn't be charged, but I still wanted to know why I was expected to waste hours of my life trying to get answers from NTL. Promised a call from a supervisor within 30 minutes. Still waiting! Then, I received a re-directed letter from NTL via my old address. Having seen various posts here about NTL charging for services supplied to old addresses, I find this quite worrying! Checked my bill today and thought the price I was paying for my base pack was quite high. Rang, and the guy tells me that I'm paying full price, but he'll put me on the half price rate from today! He offered some sort of free telephone calls package, which I declined, as it wasn't worth the time and effort I've wasted on this.....and probably wouldn't have materialised anyway!!!!!Am I supposed to be grateful for this level of service! To date, I've been disconnected, wasted 4 hours on the first day of my quest and many more subsequently, been lied to, been made false promises. I feel like I've been thoroughly chewed up and spat out by NTL's complaints procedure which is completely incapable of resolving issues other than offering (and not, in my experience, delivering) inappropriate and inadequate compensation. It feels like I am being consumed by this situation and the obvious aim of NTL is to thoroughly and totally destroy people who try to complain, to the point where they give up and crawl off to die somewhere. A CURSE ON YOU, NTL, I HATE YOU!!!! It really grates that we live in an area where we are at the mercy of NTL if we wish to receive TV channels other than regular terrestrial. My advice to other unfortunate customers is, get out while you can, because NTL cannot deal with complaints.....FULL STOP!!!