SB3100
17-04-2004, 23:41
I want to send this complaint to someone at NTL (who will read and deal with the problem) anyone had any success with a person in NTL?
Dear Sir or Madam,
I am writing to complain about the poor standard of service received from your products and personnel at NTL Coventry.
Since I was experiencing some major issues with my cable modem service from the 5th March 2004, and after numerous telephone calls to your support desk, your support engineer finally admitted to me that the services in and around the Coventry area have been over subscribed, and there is nothing they can do until a planned re-balance of the service takes place in April, I asked if I am supposed to just accept a poor service until then especially since I am paying for a 1Mb service when at most times it is operating at no better than a 56k connection? He suggested that he would put me through to customer services where I would be able to reduce my service and make a claim for the poor service.
This he did, but the CS member was not interested in any problems I had with my poor service, and suggested that maybe I should reduce my subscription to the lowest service available if I am that unhappy about it, then I would not need to make any claims for poor service in the future, his attitude to my problem really annoyed me, and I asked to speak to a supervisor, he said no-one was available to talk to (which seems to be the standard reply that any of your CS staff use when asked) I said I would hold, I was on hold for around 15 min, then I got the announcement that the caller had disconnected, this infuriated me even more so decided to see if BT could provide a 1Mb ADSL connection.
I contacted BT and they said that they could supply up to a 2Mb connection in my area, but would be subject to a line survey, so I proceeded to order a BT line (to be installed 27th March) and cancel my NTL accounts, (no-one showed any interest in why you were going to loose a customer) BT provided the line on the 27th then they discovered that the line was too far from the exchange to be able to use the 1Mb service, and that there were no plans for any upgrades in my area, as having a high speed connection is important to me I had to cancel my service from BT and reluctantly return to NTL. My BT line would be seized on 5th April I contacted NTL to cancel my cancellations and arrange for my number to be re-ported back to NTL I was informed by your CS staff that this could not be done until BT release the number on the 5th April.
On Tuesday 6th April I rang again to make sure the porting of the number was going ahead, I was told it would be completed within 6 hours, this turned out to be a lie!
On Wednesday 7th of April I was told it would be completed before 1pm they said a supervisor would ring me back I was lied to again!
On Thursday 8th of April I was told the number was active but there is a fault and would need to speak to the faults desk, the faults desk said the number had not been ported but would be within the hour again a supervisor would ring me backâ₠¬Ã‚¦..I was lied to again!
I sent an email (copy enclosed) to chris.slattery@ntl.com (chris.slattery@ntl.com), aizad.hussain@ntl.com (aizad.hussain@ntl.com), barclay@ntl.com (barclay@ntl.com) explaining the problems I have been having, I have never received a reply so is it any wonder that their staff have this attitude of not dealing with customers, when senior management figures within the NTL command structure display that very same attitude.
On Friday the 9th of April I spoke to a representative named Karen who did seem concerned and wanted to help and rectify the problem, she found that there was a problem and would have to ring me back again I asked for a supervisor or someone from management to ring me back she said she would arrange this, Karen then rang me back about 2 hours later to say that there has been an administration error and as the porting people were now on holiday there is nothing she could do until Wednesday, I said to her †œI bet the order for the porting of the number has not even been done has it?ââ‚ ¬Ãƒâ€šÃ‚ she said that she could not comment on that but I could be right, I asked that someone from management ring me back as I have now been without a means for people to contact me for 5 days and if they cant do anything until Wednesday that will be 10 days of no service, she said that they have to complete a log before anyone from management could call me back, I said that is what the others said, and still no-one from management has had the decency to call me back, she said that she would make a note of my request, no call backââ‚ ¬Ã‚¦Ã¢â ‚¬Â¦lied to again!
On Wednesday 14th April I contacted NTL to make sure that the number was getting ported, I was told it would beâ₠¬Ãƒâ€šÃ‚¦ÃƒÂ¢Ã¢à ¢â‚¬Å¡Ã‚Â¬Ãƒâ€šÃ‚Â¦ÃƒÆ Ã‚Â¢ÃƒÂ¢Ã¢â‚¬Å¡Ã‚Â¬Ãƒâ šÃ‚Â¦.I was lied to again!
On Thursday 15th April I contacted NTL and the CS said that there was no order to re-port my number back to NTL and he could take the order now, I explained in a calm and dignified manor about what has been happening since the 5th, he apologised for the problems and would make sure that someone called me back, later that day I received a call from someone from the porting dept to say that they line is now active, I asked about someone from management calling me back, she said that she doubtÃƒÂ¢Ã¢â€šà ¬Ã¢â€žÂ¢s it because the problem has now been rectified
It appears to me that not only do NTL have a policy of continually lying to their customers, but also think that if they ignore a customers complaint it will go away, I can assure you now this complaint will not just disappear like many others may have done because of lack of response from NTL management.
When I cancelled my services with NTL I also cancelled my Direct Debits, but when I then cancelled my cancellations I gave new DD instructions over the telephone to not only your accounts dept but also your CS dept, I received notice from NTL that you have been informed by my bank that the DDâ₠¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s had been cancelled, I contacted NTL and was told to ignore those notices as they are automatically generated when a DD is cancelled. Today I received another notice that the bank refused to pay two DDâ₠¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s because the details had been cancelled, yet your accounts dept say that they have the two accounts with active DDâ₠¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s I have now got tired of doing all the chasing to get things sorted because your staff seem incapable of doing it, so if you want these details double checked or corrected then it is in your interest to contact me on either 02476 XXXX after 18:00 or 07971 XXXX anytime, but I am sure you already have those details on your records, because I have gave them to your Customers Services so many times.
I expect a reply to address my complaints and the offer of a satisfactory refund/compensation for poor service from your product and services within 28 days if you choose to continually ignore my requests to address my complaints I will be left with no alternative but to contact all of the following Ofcom, Otelo, and the OFT and ask these bodies to take an active part in getting NTL to acknowledge and address a complaint from a dissatisfied customer.
Regards
They have realy ****ed me off and if i could go to another service provider I would be off like a whippet
Dear Sir or Madam,
I am writing to complain about the poor standard of service received from your products and personnel at NTL Coventry.
Since I was experiencing some major issues with my cable modem service from the 5th March 2004, and after numerous telephone calls to your support desk, your support engineer finally admitted to me that the services in and around the Coventry area have been over subscribed, and there is nothing they can do until a planned re-balance of the service takes place in April, I asked if I am supposed to just accept a poor service until then especially since I am paying for a 1Mb service when at most times it is operating at no better than a 56k connection? He suggested that he would put me through to customer services where I would be able to reduce my service and make a claim for the poor service.
This he did, but the CS member was not interested in any problems I had with my poor service, and suggested that maybe I should reduce my subscription to the lowest service available if I am that unhappy about it, then I would not need to make any claims for poor service in the future, his attitude to my problem really annoyed me, and I asked to speak to a supervisor, he said no-one was available to talk to (which seems to be the standard reply that any of your CS staff use when asked) I said I would hold, I was on hold for around 15 min, then I got the announcement that the caller had disconnected, this infuriated me even more so decided to see if BT could provide a 1Mb ADSL connection.
I contacted BT and they said that they could supply up to a 2Mb connection in my area, but would be subject to a line survey, so I proceeded to order a BT line (to be installed 27th March) and cancel my NTL accounts, (no-one showed any interest in why you were going to loose a customer) BT provided the line on the 27th then they discovered that the line was too far from the exchange to be able to use the 1Mb service, and that there were no plans for any upgrades in my area, as having a high speed connection is important to me I had to cancel my service from BT and reluctantly return to NTL. My BT line would be seized on 5th April I contacted NTL to cancel my cancellations and arrange for my number to be re-ported back to NTL I was informed by your CS staff that this could not be done until BT release the number on the 5th April.
On Tuesday 6th April I rang again to make sure the porting of the number was going ahead, I was told it would be completed within 6 hours, this turned out to be a lie!
On Wednesday 7th of April I was told it would be completed before 1pm they said a supervisor would ring me back I was lied to again!
On Thursday 8th of April I was told the number was active but there is a fault and would need to speak to the faults desk, the faults desk said the number had not been ported but would be within the hour again a supervisor would ring me backâ₠¬Ã‚¦..I was lied to again!
I sent an email (copy enclosed) to chris.slattery@ntl.com (chris.slattery@ntl.com), aizad.hussain@ntl.com (aizad.hussain@ntl.com), barclay@ntl.com (barclay@ntl.com) explaining the problems I have been having, I have never received a reply so is it any wonder that their staff have this attitude of not dealing with customers, when senior management figures within the NTL command structure display that very same attitude.
On Friday the 9th of April I spoke to a representative named Karen who did seem concerned and wanted to help and rectify the problem, she found that there was a problem and would have to ring me back again I asked for a supervisor or someone from management to ring me back she said she would arrange this, Karen then rang me back about 2 hours later to say that there has been an administration error and as the porting people were now on holiday there is nothing she could do until Wednesday, I said to her †œI bet the order for the porting of the number has not even been done has it?ââ‚ ¬Ãƒâ€šÃ‚ she said that she could not comment on that but I could be right, I asked that someone from management ring me back as I have now been without a means for people to contact me for 5 days and if they cant do anything until Wednesday that will be 10 days of no service, she said that they have to complete a log before anyone from management could call me back, I said that is what the others said, and still no-one from management has had the decency to call me back, she said that she would make a note of my request, no call backââ‚ ¬Ã‚¦Ã¢â ‚¬Â¦lied to again!
On Wednesday 14th April I contacted NTL to make sure that the number was getting ported, I was told it would beâ₠¬Ãƒâ€šÃ‚¦ÃƒÂ¢Ã¢à ¢â‚¬Å¡Ã‚Â¬Ãƒâ€šÃ‚Â¦ÃƒÆ Ã‚Â¢ÃƒÂ¢Ã¢â‚¬Å¡Ã‚Â¬Ãƒâ šÃ‚Â¦.I was lied to again!
On Thursday 15th April I contacted NTL and the CS said that there was no order to re-port my number back to NTL and he could take the order now, I explained in a calm and dignified manor about what has been happening since the 5th, he apologised for the problems and would make sure that someone called me back, later that day I received a call from someone from the porting dept to say that they line is now active, I asked about someone from management calling me back, she said that she doubtÃƒÂ¢Ã¢â€šà ¬Ã¢â€žÂ¢s it because the problem has now been rectified
It appears to me that not only do NTL have a policy of continually lying to their customers, but also think that if they ignore a customers complaint it will go away, I can assure you now this complaint will not just disappear like many others may have done because of lack of response from NTL management.
When I cancelled my services with NTL I also cancelled my Direct Debits, but when I then cancelled my cancellations I gave new DD instructions over the telephone to not only your accounts dept but also your CS dept, I received notice from NTL that you have been informed by my bank that the DDâ₠¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s had been cancelled, I contacted NTL and was told to ignore those notices as they are automatically generated when a DD is cancelled. Today I received another notice that the bank refused to pay two DDâ₠¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s because the details had been cancelled, yet your accounts dept say that they have the two accounts with active DDâ₠¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s I have now got tired of doing all the chasing to get things sorted because your staff seem incapable of doing it, so if you want these details double checked or corrected then it is in your interest to contact me on either 02476 XXXX after 18:00 or 07971 XXXX anytime, but I am sure you already have those details on your records, because I have gave them to your Customers Services so many times.
I expect a reply to address my complaints and the offer of a satisfactory refund/compensation for poor service from your product and services within 28 days if you choose to continually ignore my requests to address my complaints I will be left with no alternative but to contact all of the following Ofcom, Otelo, and the OFT and ask these bodies to take an active part in getting NTL to acknowledge and address a complaint from a dissatisfied customer.
Regards
They have realy ****ed me off and if i could go to another service provider I would be off like a whippet