Disappearing Discount

[Bazooka_Boy]

:confused:

Iâ₠¬ÃƒÆ’¢â€žÂ¢m wondering if anyone can help me with my situation. About a year ago I was thinking of upgrading from the 600k to 1MB CM package. I was disgusted to find that if I upgraded NTL wanted to stop the £5 per month discount I received as an owner of my CM. I was an early subscriber to the CM service when it was new and was told that I would received a £5 per month discount if I brought the modem and NIC myself.



Having battled through what seemed to be never ending excuses of †œwe donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t do that discount anymoreââ‚à ‚¬Ã‚ÂÂÂ�, †œI canââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t do anything about itââ‚ ¬Ãƒâ€šÃ‚ÂÂ� etc I finally snapped and contacted one of the MDs using the e-mail addresses provided by one of this sites predecessors.



My point was that NTL had said, †œif you by the modem you get the discount as you wont be paying for the rental of the modem. So I told the MD I thought it was fraud to try and charge me for something I own irrespective of whether the offer was available to new subscribers or not. I know new customer do not get the choice by I was asking them to honour a previous promise to me as an existing customer (who has a monthly spend of over £100 per month). Low and behold within a day I was contacted by the MD via e-mail and informed that someone would call and sort this out.



This month however I find that my bill no longer shows the discount. So I call the CS line and spoke to a chap (I have his name but wont post it) in Luton who after initially resisting and saying †œwe donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t do that discount anymoreââ‚à ‚¬Ã‚ÂÂÂ�, †œI canââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t do anything about itââ‚ ¬Ãƒâ€šÃ‚ÂÂ� etc (sound familiar) promised to get a CS Specialist to call me to sort out the discount again. This was Friday 14th May and I asked if it was reasonable to expect the call by the end of day Monday 17th May.



Well I waited, Monday past (I had the day off and didnâ₠¬Ã¢â€žÂ¢t go out so I know nobody attempted to call). Tuesday passed and I checked 1471 but again no calls.



I know people are busy but I would have thought a quick phone call is not to much to ask. I really donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t want to have to call CS and explain the issue again and I also donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t want to go e-mailing the MD again. But I do want to get this sorted ASAP otherwise I will begin to make a noise to the MD watchdog etc basically whoever will listen.



Is there any kind sole at NTL reading this that could help? I live in Farnborough Hants.



Bryan

[legend]

AFAIK when the £5 disc was available for 512k modems, the 1mb service wasnt available, so when custs chose to upgrade they have to pay the full £34.99 price. I guess its at the discretion of the CSR as to apply a credit if you upgrade. Failing that, you could always cancel your broadband and sign up again, and get the 1mb half price for the first 3 months @ £17.49.

legend :angel:

[GazzaB]

Also at least if you get any problems with the modem when on the rental contract it will be replaced by ntl free of charge.
Other customers have had to move to rental contacts when changing speed why should ntl make a special case here!

[andygrif]

Because the package was sold as one of two options:

1. 19.99 is you spend (and it was a lot) the money on buying your own modem.

2. 24.99 If you rent the modem.

If ntl want to buy my modem back off me (for 75 quid..LOL) then I will go and pay 24.99 a month for my broadband - it's that simple.

[GazzaB]

Because the package was sold as one of two options:

1. 19.99 is you spend (and it was a lot) the money on buying your own modem.

2. 24.99 If you rent the modem.

If ntl want to buy my modem back off me (for 75 quid..LOL) then I will go and pay 24.99 a month for my broadband - it's that simple.

That is absolutely right, this is what you have signed up for, if you then want to change onto 150k or 1mb then that discount is lost, the choice is there, stay as you are and pay the same or change and loose the discount.

[Chris]

Also at least if you get any problems with the modem when on the rental contract it will be replaced by ntl free of charge.
Other customers have had to move to rental contacts when changing speed why should ntl make a special case here!
I think you're missing the point a little here. NTL has promised to continue the discount for Bazooka Boy - well done him for pushing for it - and now they are not following through with their promise. So, is there anyone here that can help re-apply the descount that has apparently been promised him by the MD?

Personally, BB, I think your only recourse is to write to the MD again. He was helpful once, I see no reason why he shouldn't be so again.

[Bazooka_Boy]

Well I thought I should update the thread. I called CS again last night and spoke to one of the seniors. She was apologetic that I had not been contacted as promised but had checked the call record and seen that the original CS guy I spoke to had e-mailed the CS specialist, so it was not his fault they didn't call me and I apologise for implying it was.


Anyway the senior had read and knew the details of my request and said she would credit me for last months missing discount and that it would be reinstated as soon as the specialist could get onto it.

I will obviously need to wait for my next bill but apart from the fact it would have been good to sort it out in one call, I happy that the matter is now being sorted and I can't really ask for more than that.

Many thanks to those in CS for helping to sort this out.

Baz

[Shaun]

Nice that is finally sorted, but most other companies would have sorted this out in one or two calls, why cant NTL seem to do this? Even a call back to update the customer that they still don;t have a resolution is better than leaving them hanging and breaking ANOTHER promise.

I remember the days I was with NTL and your story sounds so reminiscent, why hasn't anything still changed?