View Full Version : NTL - New Billing system Problems
I've created this thread as a place to discuss and record those that have been cut off or affected by the new NTL Billing system.
We already have several threads created about problems from individual customers/members, which we would like to have merged, but due to the differing time frames, this would be difficult.
So if there are any further problems with the New billing system, please post in here.
It also gives one place for people to refer to when disussing the problems with NTL, proof that you are not alone.
The other threads that relate to this are listed below.
TV service cut (http://www.cableforum.co.uk/board/showthread.php?t=11396)
NTL caught out well and truly and its costing them (http://www.cableforum.co.uk/board/showthread.php?t=11326)
Word To Ntl Billing And Debt Collection Dept. (http://www.cableforum.co.uk/board/showthread.php?t=11134)
ok heres a laugh (http://www.cableforum.co.uk/board/showthread.php?t=10898)
NitroNutter
23-04-2004, 10:29
/me hears something behind me, and glances backwards to see a small crowd developing. ;)
Having said that I did recieve a letter from NTL this morning, customer liason specialist, and Im sure iv dealt with her before, during the free dial up peroiod where they could not get enough cd's out to customers.
Very nice lady if it is.
Unfortunatly the damage is done and the price rise which I discovered after this mishap has re-inforced my impending 100% departure. I was going to ring her to tell her not to bother but at least if she does deal with it then NTL can possibly open the doors for me to return when and if they become competetive again.
Those who are having troubles such as mine and get no joy, I would not have got this letter if it had not been for ofcom contacting NTL on my behalf.
zoombini
23-04-2004, 10:37
I was cut off, due to the NTL/Post office/bill problem for March.
However, as I have just paid this months bill, I have now had my services restored.
This is the nail in the coffin for NTL, they are treating thier customers disgracefully & with such incompetence.
I take it that as I now have the price rise leaflet, I should now be giving them 1 month notice to quit, as I am going to BT for my phone & possible Pipex for net access for Xbox live...
hehe my connection has been so bad these past few months i didn't notice I was cut off a few weeks back...;)
gotta say they were pretty quick to put it back on once I coughed up and explained...(wife's fault..muhahahahaa)
However...the said amount of 38 quid keeps appearing in big RED letters from some credit debtor agency...3 weeks after it was paid :)
Sincerely hope this will not go onto some credit file...I need more bad credit reports like a hole in the head...:pp
cjmillsnun
09-05-2004, 11:36
OK heres one.
I downgraded my BB service months ago to 600K.
I haven't received a BB bill for several months then earlier this week I receive a bill for £49.98 for 2 months 600K service that states my last payment was £34.99. Interesting, so I can assume they have charged me £34.99 for the past 6 months. Meaning that they have overcharged me by £60. CS deny all knowledge and insist that I owe them £49.98 for the period 01 Apr-31 May, when my last payment on 19 APR was £34.99 for period 01 Apr - 30 Apr.
W*****s
EDIT just seen my post count. 200 posts.....
I lost my internet connection the other day thought it was my router but by- passed and still the same so rang tech support it was 9pm went through
re-new release still no joy then asked for my addy and said account susppended "why dont know you will have to ring cs tommorow" i was miffed as i am staff anyway rang next morning and told them no notes to say why i had been turned off but all back on now. I can only put it down to billing as my staff account changed from the 12th the day i lost service.
cjmillsnun
14-06-2004, 16:48
OK heres one.
I downgraded my BB service months ago to 600K.
I haven't received a BB bill for several months then earlier this week I receive a bill for £49.98 for 2 months 600K service that states my last payment was £34.99. Interesting, so I can assume they have charged me £34.99 for the past 6 months. Meaning that they have overcharged me by £60. CS deny all knowledge and insist that I owe them £49.98 for the period 01 Apr-31 May, when my last payment on 19 APR was £34.99 for period 01 Apr - 30 Apr.
W*****s
EDIT just seen my post count. 200 posts.....
Interesting development on this one.
NTL acknowledged their mistake, then collected my money (before I could cancel the DD) and then are charging me another £24.99 when they owe me over £100. I am getting fecked off with their incompetance now
MovedGoalPosts
14-06-2004, 17:09
Interesting development on this one.
NTL acknowledged their mistake, then collected my money (before I could cancel the DD) and then are charging me another £24.99 when they owe me over £100. I am getting fecked off with their incompetance now
Have ntl confirmed this error in writing? If they have, and they are still messing around, hot foot it to your bank, with the letter, invoke the DD guarantee, and get your bank to recredit your account immediately. Your bank will then sort out stuff with ntl.
Even if you don't have it in writing, contact your bank, tell them what you know and see if they can pursue the DD gurantee to get you a refund.
Florence
14-06-2004, 19:13
I am now wondering whats going to happen to me I havent had an ebill since I downgraded to 600K. This also had to be done correctly by Debsy as the original CS staff member I spoke to on the phone failed to do the reduction. Its getting to be a worrying time.
I am now wondering whats going to happen to me I havent had an ebill since I downgraded to 600K. This also had to be done correctly by Debsy as the original CS staff member I spoke to on the phone failed to do the reduction. Its getting to be a worrying time.
Kits, do you want me to order some copy bills for you??
ok, I knew ntl was dodgy when I signed on with them last year, but I didn't really care about customer services. All i wanted was broadband with a fairly static IP and a modem with an rj45 connection. I didn't care about usb, software, parental controls etc. And, ntl gave me this. For a year I was very happy with my service - very little downtime, never had a problem.
But, I moved out in July, so at the end of May I gave 30 days notice and at the end of June my box was collected from me. I followed their bizarre instructions about not paying the next bills and waiting for the final ones, which I did, and paid the outstanding money on the accounts with them. It was confirmed to me over the phone that they were both closed.
Next month, I get a bill from one of the accounts, giving me a monthly charge. I ring up, get left on hold for a while, finally get through to someone who after a long while admits it's an error on their behalf, they cancelled the bill and assured me the account was properly closed this time.
This month I get another bill, same old story. I ring up and chat to a very helpful chap, who tells me that either I'm lying or the person I spoke to last time was lying - I have to pay the bill for 24th august to 25th september!! He wouldn't let me speak to his supervisor and told me the system was down and he couldn't transfer me to the right department until tomorrow.
So, I ring up the day after, get transferred twice and finally speak to someone who admits it's an ntl error, i shouldn't have gotten the bill. But! The system is down, so I have to ring back in a few days time to make sure it is all cancelled properly.
Total and utter incompetance. NTL have the ordasity to charge 2 pounds a month extra for non direct debit billing, but quite frankly I'm glad I chose to see a bill before they took the money from me each month. Assuming it is all closed now and I don't get another bill next month, I'm going to write a letter of complaint. I don't like being told I'm lying by undertrained customer services people (i'm sure it wasn't the guy's fault, i doubt he recieved any training and was doing what he was told) and have to pay for services I cancelled months ago. Does anyone think I have grounds to claim my 2 pounds a month over the last year back on the basis that their billing system cannot be trusted? :idea:
NTL's billing system is very strange.
I had a problem with NTL earlier this year that they had been charging me for 2 telephone lines for a year when in fact I cancelled one of the telephone lines the year before.
My bills looked normal for a while until the last bill there.
I now have another second line, when I have not asked for one.
I also have additions for another digital base pack and 2 telephone lines for a partial month, and a removal for the same, whitch does not match in monetery terms, I am still paying about £10 more for the same as last month. This does not include telephone calls or packages such as sports, just the basic stuff.
Why has NTL includeed another telephone line, and why do they make the bill so damn hard to understand.
I tried today a couple of times to get through to someone in NTL, but I was on the phone for more than 15 minutes per time and I could not take the wait any longer, and i would have not been nice to the person I would ahve been chatting to so I hung up.
I think it is a time for a review from NTL, make their system easier and their billing more understandable.
ik
Globetrotter
11-10-2004, 14:30
I just got NTL Broadband hooked up in Peterborough a couple of weeks ago. When the tech came to set me up he said it would be easier to install a cable modem rather than run a line to my STB and it wouldn't cost any extra. I said fine.
What I didn't realise was the accounts stuff up this would lead to. First, if you have a cable modem you end up with two different accounts instead of the one if you use the STB. This meant that all the activation stuff I had been sent was useless. The tech had said it would take a couple of hours before I could activate the account so after three hours I gave it a go with the info I had. Of course it didn't work so called the helpdesk. After half an hour on hold I got through to a support guy who explained I needed a new account to be set up as my details had come through to a primary system but for some reason had not made it to the secondary system which is used to register my connection. So he set one up on the fly which got me connected.
NTL then sent me two letters, which arrived on the same day, with both the old and the new activation details. It also seems that they had got my name wrong on the new account. I phoned up again to get my name fixed and to check if which set of info was right should I need it. Sure enough the old info was rubbish.
Today I just got my TV bill. It had on it an additional £7 charge per month for an Analogue STB. Well I only have a digital STB so I phoned up. Another long wait. The nice girl I finally got through to was happy the remove the charge and told me this happens because I had a cable modem installed. It seemed quite normal to her - the fact that I had been over charged in the first place didn't seem to bother her to much.
Conclusion: If the cable tech asked to put in a Cable Modem say no. If you really want a cable modem make sure you ask for it in advance.
To top it all the NTL support guy who set up my new account told me that NTL was moving to a new accounts system in a couple of months that would allow one account regardless of the equipment you have. So the possibility for future stuff ups is endless. I'm learning to check my bills very carefully - suggest you all do the same.
samuelnw53
15-11-2004, 15:55
Have not had family pack for over 1 year now but on my latest bill they have charged me for it ,plus an extra set top box ,i don't even have any set top box as i bave a modem they were going to take £130 out on dd but being disabled and on benefits i can't afford this ,the result they disconnected me and say i must pay and it will be sorted out on next bill
Have not had family pack for over 1 year now but on my latest bill they have charged me for it ,plus an extra set top box ,i don't even have any set top box as i bave a modem they were going to take £130 out on dd but being disabled and on benefits i can't afford this ,the result they disconnected me and say i must pay and it will be sorted out on next bill
That is just scandalous......:erm:
Hi Samual,
If noone can come along to sort out this issue for you please do contact me via the private message facility click on my nick on this post and a drop down menu should appear click on send a private message and provide me with an account number and contact number and I will advocate on your behalf and take this complaint right to the people it will concern.
Mick, I should be able to pick this up tomorrow
gary_580
15-11-2004, 21:28
sorry to hijack this thread. But i have a ?
I have an NTL STB, Phone and SACM. I used to get my BB through my STB so everything was on one bill. Now i get one bill for the STB and Phone as expected and i get charged for the SACM seperately which i expected. However ive never had a bill for the SACM. Is this normal?
sorry to hijack this thread. But i have a ?
I have an NTL STB, Phone and SACM. I used to get my BB through my STB so everything was on one bill. Now i get one bill for the STB and Phone as expected and i get charged for the SACM seperately which i expected. However ive never had a bill for the SACM. Is this normal?
The bills are sent by email however if you prefer a bill in the post I can order that for you ??
looselipsuk
24-12-2004, 10:28
Not sure if this fits here but will give it a try.
Received my telephone bill this morning which of course covers my SACM.
I noticed I am billed for the period 25 Nov - 24 Dec as normal.
I am also billed for the period 25 Dec - 24 Jan.
Rang up billing, who have agreed to waiver the charge for Nov - Dec, and have been told that the SACM is billed in advance.
Gone back through various bills and always have paid after the service period.
Can anybody throw some light on this please?
ian@huth
24-12-2004, 10:32
Not sure if this fits here but will give it a try.
Received my telephone bill this morning which of course covers my SACM.
I noticed I am billed for the period 25 Nov - 24 Dec as normal.
I am also billed for the period 25 Dec - 24 Jan.
Rang up billing, who have agreed to waiver the charge for Nov - Dec, and have been told that the SACM is billed in advance.
Gone back through various bills and always have paid after the service period.
Can anybody throw some light on this please?
Hmmm, will have to check my bill when it arrives as it has always been charged in arrears.
I movd house in July and signed up for the 1mb service with 2 free months rental and free connection, August and September had past quickly and when the end of October came I was expecting a bill, I didnt get billed, end of November came and I didnt get billed.
I rang up customer services and informed them that I had not been billed and that can they please sort the issue out i.e. i would be very unhappy paying a lump sum. They said they would sort it out
December came and went still no bill, towards to the end of January no internet connection. Reset cable modem and realised the Ready Light was no flashing nor on at all. Rang NTL who informed me that I had been disconnected for not paying my bills.
Obviously very unhappy but paid the amount in full as they were not comprimising. Was told that direct debit was never set up but informed them that my card details are registered on the payments site so they must be, that the first thing i did when sign up was give my card details, three you have to have card details to sign up to the service. Oh and as for them not having my details this is an email they sent me in November
Dear Mr WAYNE TAYLOR
ntl:home Internet Account Number **********
Originators Identification Number 768304 for ntl Group Limited
Payers Account Name: mr w taylor
Payers Reference Number: ******
Notification of Direct Debit Amount Due
The Direct Debit payment with respect to your ntl:home internet account is now due for £30.00 and will be collected on or immediately after 23/11/2004. Please note that no action is required as payment will be taken automatically.
For any questions relating to this mail, please contact your ntl:home customer management centre or visit the ntlworld.com website. Please do not reply to this e-mail as the address is used only for outgoing mail.
Yours sincerely
ntl:home Internet Payments
--
I was also promised to receive an email within 5 days outline options for the day my direct debit will be taken out which has not arrived.
Where do I stand on cancelling this, I am very unhappy about this, I have had outage on my NTL Modem as well.
ChrisWarbs
02-03-2005, 19:27
What date do people get money taken out of their accounts via direct debit?
I received a letter from my bank telling me that i was being charged £35 because NTL had tried taking money out of my account when there was insufficiant funds. When i joined up with NTL i was told the money would come out on the 26th of each month but when i phoned them at the weekend they said it was the 20th ot 21st of the month, i asked my bank and they looked at the records and said the money comes out on the 24th, 25th and 26th. It ruddy changes every month plus i never get an email from NTL telling me when the money is coming out.
http://www.bacs.co.uk/BPSL/directdebit/generalpublic/yourrights/
humphreys barmy
12-05-2005, 10:43
Can someone advise me please? I won't bore you all with a whole years worth of goings on; they're in the most cleared up now with the help of a good set of customer services people, but last night htings started again !!
I think I could quite easily have misunderstood, or got the wrong end of the stick, however .............
What is a "surpressed bill", and why is a bill surpressed? I'm talking the telephone bill. According to the man in credit control (If you're on this forum, I apologise), the last three telephone bills were of a similar amount, so the 4th is surpressed, and a copy is then sent to the customer?????
That's how it was explained to me. The problem with that is that the bills have all been different, and I pay over the phone, not by direct debit, as he also seemed to suggest.
If you surpress a bill, why is it listed on my details as being sent along with the copy, both on the billing date?
I've read in the forum about people receiving identical invoices, in all manners apart from the reference number on the invoice. Despite pleading with all departments, I seem to remember one member being thrteatened with debt collection as CS continued to insist that he pay both bills !! I'm a bit worried this kind of thing could kick off with me.
Anyone got any advice please?
I started with the full ntl package. It now consists of the phone and broadband. At the moment, and the way that I feel about things, it's likely to very soon end up with just the broadband. The year ends with that in July, so I'm soon clear.............. or am I ????
Scarlett
12-05-2005, 11:10
What is a "surpressed bill", and why is a bill surpressed? I'm talking the telephone bill. According to the man in credit control (If you're on this forum, I apologise), the last three telephone bills were of a similar amount, so the 4th is surpressed, and a copy is then sent to the customer?????
That's how it was explained to me. The problem with that is that the bills have all been different, and I pay over the phone, not by direct debit, as he also seemed to suggest.
If you surpress a bill, why is it listed on my details as being sent along with the copy, both on the billing date?
Okay, my understanding of surpressed bill is one that is not sent to the customer for some reason. On the Billing systems that I work on, this is usually because the bill is lower than a set level i.e. the bill is £3 but you only bill for amounts over £5 so that bill is surpressed and then rolled into the next months bill.
I think what they are saying is that if you bill doesn't vary much then they stop producing it and send you a copy instead ???? okay, maybe it is produced as normal but they don't send it out via the post and maybe email it to you only, that would kind of make sense. I'm sure someone from NTL could shed some light on this.
bob_builder
12-05-2005, 11:34
Okay, my understanding of surpressed bill is one that is not sent to the customer for some reason. On the Billing systems that I work on, this is usually because the bill is lower than a set level i.e. the bill is £3 but you only bill for amounts over £5 so that bill is surpressed and then rolled into the next months bill.
I think what they are saying is that if you bill doesn't vary much then they stop producing it and send you a copy instead ???? okay, maybe it is produced as normal but they don't send it out via the post and maybe email it to you only, that would kind of make sense. I'm sure someone from NTL could shed some light on this.
I thought suppressed bills were where somebody who pays by direct debit pays the same amount each month gets 3 bills but then no more from the 4th one until the amount changes.
Certainly, I no longer receive a bill for my base pack subscription which is £19.50 every month. I expect to receive a bill in June when it goes up to £21.50, however.
Being fairly new to these forums and still finding my way around, I wonder if anyone has had a similar problem to me. Once a year I check with the various Credit Reference Agencies as to my standing. On one such check I noticed that NTL had put 1 on my report indicating that I had missed a payment, as I pay by Direct Debit and have never missed a payment I challenged it and was told that it was due to changing packages. I pointed out that this was their error and not mine as I pay whatever they take from my bank. After several letters and help from the Credit Ref Agency they altered it back to 0 and I received an apology. Irresponsible actions such as this can affect your credit rating.
that would be very interesting to see my credit history because of NTL since that didn't charge me from July - Jan even though I was informing them
morgancktan
22-05-2005, 02:56
Registered with promotion;) , free 1st month broadband subscription. But was charged for 2 months subscription fee. Called to clarify, claimed their system wasn't record any free 1st month subcription????:Yikes:
Promised will make necessary action.......!!!!????
Just wait and see what will happened:confused: :confused: :confused: :confused: :confused:
Registered with promotion;) , free 1st month broadband subscription. But was charged for 2 months subscription fee. Called to clarify, claimed their system wasn't record any free 1st month subcription????:Yikes:
Promised will make necessary action.......!!!!????
Just wait and see what will happened:confused: :confused: :confused: :confused: :confused:
When I subscriped in June 04 it was 2 months free broadband, I never received a bill until January 2005 after they disconnected me and I got in touch with abit more senior in NTL
tom_arush
22-06-2005, 11:37
Last weekend my TV was cut off. This was also due to a "Billing Error" - I pay by direct debit, and even when I pointed this out to them, it still took them 4 days to reinstate the service.
The billing error I can accept - but the 4 day turnaround to reactivate the service is rediculous. They've promised a refund for the 4 days but even so, why does it take so long?
Just to add a good note I got my bill this morning and they got it right, even the adjustment and refund for my BB :)
tom_arush
23-06-2005, 11:06
Last weekend my TV was cut off. This was also due to a "Billing Error" - I pay by direct debit, and even when I pointed this out to them, it still took them 4 days to reinstate the service.
The billing error I can accept - but the 4 day turnaround to reactivate the service is rediculous. They've promised a refund for the 4 days but even so, why does it take so long?
In fact, they didn't restore the correct package on Tuesday anyway - so it was another call to CS last night to get them to do it right this time...
I'm getting fed up with the service (or lack of) here - it's just mistake after mistake with NTL.
I'm now planning to have the TV service switched off and go to Sky anyway after all this - but I'm worried they won't be able to do that right either...
I had the same problem with Sky one minute my programs were on then they were off! I spent more time on the phone to Sky than I did watching the tele! I will keep my fingers crossed that you don't have the same problem Tom
tom_arush
30-06-2005, 09:10
The billing error from the 26th has just resurfaced, although they re-instated the "soft" disconnect, they didn't cancel the engineering disconnection and hardware collection. So yesterday, they pulled the plug again. They also left me a card threatening legal action for not returning the equipment.
They've resolved the problem now (engineer was out at aruond 7am!) so well done to him - but "shame on you" to the billing dept.
NTL clearly don't want my business - cutting me off twice in as many weeks is just unacceptable.
I agree Tom, lets hope it is now resolved
tom_arush
01-07-2005, 08:42
WhyMe38
It appears to be sorted. Once I've arranged alternative suppliers for TV, phone and broadband, NTL are losing my custom. The threats of legal action were the last straw.
(yes, they have given me some compensation for the inconvenience and stress this caused, but I still intend to take my business elsewhere - voting with my wallet and all that)
I can't help wondering how many other customers they have lost because of things like this :(
tom_arush
29-07-2005, 08:30
Another update - following yet more mistakes which I won't go into detail here (but it involves billing me for a second STB and repeatedly telling me that I'm mistaken and my broadband connection is actually dial-up...) - they've now put me on the £9.99 a month "new customer" broadband deal (I assume to get me to stay) on top of my original compensation... let's just hope my bill is right this month (although I'll actually be very surprised if it is)
silver_1701
09-08-2005, 22:14
one thing of note is NTL's "bill due on arrival" policy. NTL consider bills due on their bill date - NOT when u get the bill. u get the bill at best 4 days after. also, after 2-3 weeks of the bill date, should u have any bill outstanding (wether u recieved the bill or not, and agreement arent worth a........well, i wont swear) they'll put a late payment mark against your credit history. it can be 2p or 200 quid, they will do it. and if a company calls on their behalf, they will have already effected your credit history, the companies that call on NTL's behalf aren't contractors, they're debt collectors on orders from NTL to keep their nature quiet.
Got our bill yesterday (6 days after the bill date, thankfully we are on DD) with an extra £31.50 telephone charge, this was on top of the free phone line offer ending so we were somewhat alarmed at a bill being almost double that we are used to.
Hubby spoke to billing dept and the extra was a billing input error and has been removed (we shall see at the beginning of next month if this has been done).
Don't forget to check your bills if you are on DD. :tu:
I have 1 mb broadband, and this month got charged £21 instead of £10. I had moved house this month so is that it? Why is it? Do ppl get charged if they go overlimit cuz i certainly have over limit? i havn't got any letter or anything, just the bill for this month is double. :confused:
fatlip180
11-11-2005, 21:32
Ok heres my problem, ive been with ntl for years now, and because of a change in emplyment i stopped paying for my ntl via direct debit, and payed on a bill thing. Anyway, i rang ntl and they said they would send me a bill. Weeks went by and no bill. So i rang them after a month and the guy on the phone was amazed that i had called and that i am gettng my bb still and that he would get it sorted. Anyway, still no jpy and no bill. I rang again and was told i would recieve a bill, and i was assured that i wouldnt have to keep ringing customer services about this.
Its now been about 4 months now, ive had no bills nothing come out of my bank, and no one at ntl has been able to help me.
any suggestions?
happygolucky
13-01-2006, 15:11
well i have noticed no change since the new billing started as my bils are paid each month via dd i have no trouble, trouble is most people just pay their bills on time and even if there is something not right it can then be sorted afterwards hence not having the services cut of for non payment
and if there is something wrong with my bill i just ring and it gets sorted out [not that i have had any errors]
i am very happy with ntl
King Bear
21-02-2006, 17:32
Here is my tale of woe.
I had been a happy customer of NTL for many years, receiving phone, digital TV and BB via the STB. Eventually due to the constant hikes in TV base pack price, I decided to get freeview, and had the STB swapped out for a SACM. Everything was still ok.
The problems only started when I moved house. Initially I cancelled BB, but left the phone connected, as I still owned the property, and had an answering machine set-up to catch any calls while I notified everyone of my new contact details. After a few months there were no calls coming through so I gave NTL 30 days notice to cancel the phone service.
I received the "We are sorry to see you go" letter with a disconnection date of 28/7/05. I also then received a final bill dated 16/7/05 with a credit of £5.96 . I now waited for a cheque to arrive. Now for the "fun and games". A month later I receive another bill, this time with a credit of £3.96 . I have been charged £2 for an "Analogue NON DD charge". What !!! I am not being charged for any services (correct), but I am being charged for not having a DD set up, to not pay them.
Anyway, to try and cut an already long story short, I have spoken to CS 4 times since then (3/9/05, 19/10/05, 21/12/05 and 25/1/06) and each time they have acknowledged the mistake, and stated that it is now fixed. I am sure that the CS reps are acting in good faith, but I suspect a billing system issue. Some have even credited the incorrect charges back to my account, but it is still all to no avail. Those £2 "Analogue NON DD charges" just keep on appearing and hence the account cannot be closed, the latest bill arriving this morning. Loud scream !!!!!!!!!!!
Please can someone help me in my plight.
Cheers, Andy
King Bear
23-02-2006, 10:55
Sorry for the urgency, but please can someone from NTL try and fix this for me.
I am in the process of selling the property concerned. It has taken a year to finally receive an offer, and exchange of contracts should hopefully be a matter of weeks away. I do not want the sale process jeopardised by an unclosed NTL account.
I have had no NTL services at the property since July 2005, surely the account should be closed by now.
Cheers, Andy
King Bear- if you PM me your name, account number and a contact number I'll pass details to our contact in ntl to get this resolved.
King Bear
07-03-2006, 15:32
Many thanks to Chris at Cableforum, and Jill from NTL for their help.
I will not know for definite until the next bill arrives that the errant £2 "Analogue NON DD charge" has been killed off, but all looks very promising.
As I said previously, I am sure that everyone previously involved in the saga was acting in good faith, but whether due to poor training, overly complex computer systems, or just time pressures on CS staff, the fact is that what should have been a simple matter could not be accomplished. Shame.
Believe me NTL, surely it is better for someone to take ownership of a customer complaint from the outset and fix it in one go, rather than have repeated calls from a customer with the complaint never being resolved.
Once again, many thanks.
Cheers, Andy
Believe me NTL, surely it is better for someone to take ownership of a customer complaint from the outset and fix it in one go, rather than have repeated calls from a customer with the complaint never being resolved.
That is something that ntl have never managed to grasp I'm afraid.
Hopefully someone here is able to help me with my billing problem(s).
I had to phone up CS 2 or 3 times last year for completely random additions to my phone bill. Always the phone bill, but never BB or TV. I've always been told 'sorry sir, this happens from time to time'.... how? I'm just glad that I check the extras section of the phone bill.
I realised about 6 months ago that I was being charged for my phone line twice - once on a telephone bill, and once as part of the family pack. I phoned CS and a helpful guy said that it was due to the wrong postcode being on my phonebill and that he'd sort it all out. I was promised that I would be refunded all of the money that I'd overpaid and wouldn't be charged double in future. What happened?....... absolutely nothing. The next bill arrives, same problems as all the previous bills, so I call again. Another helpful sounding guy says all the same stuff as the first, but when the next bill comes - result! Credit on the TV bill and nothing on the phonebill. But, of course, nothing lasts forever.
I received my phone bill today. I've been charged £1.50 for not having a DD(I cancelled it because I shouldn't be paying this bill!), £1.50 for some talk-unsomethingorother, and £10.50 for rental. After having a bill of £0.00 for a few months how can this happen again!?
I there any way that I can sort this out permanently? I don't use the phone at all(which is why it's so annoying to pay for it twice and random extras) but I like the TV, so I'd rather not cancel the lot. Then again, if I cancel, I'd probably just have problems getting the credit (about £200) refunded to my bank account :(
That is something that ntl have never managed to grasp I'm afraid.
We'll not everyone, there are some people who work there that treat people how they would be liked to be treated in the same situation.
I work in a company similar to NTL, we got a standard salary then 5k bonus depending on performance, where not just talking nutrition here, we are also talking ownership of customers problems, delivering a first time resolution etc.
Why don't they adopt that approach. People moan about bonus as they seem them unrealistic to get, but I constantly get 90-100% of mine because I am focused to get it, its achieveable if you do your job correctly.
StuS if you PM me your name, account number and a contact number, I will pass details onto our high level contacts in ntl :)
StuS if you PM me your name, account number and a contact number, I will pass details onto our high level contacts in ntl :)
Thanks Chris. I 'think' that I finally managed to sort it out with CS today, but I'll have to wait until next month's bill to see if it's true or not :erm: They seem to have screwed up my account details again so I might have to get back to you and take you up on your offer :)
Thanks again.
I've created this thread as a place to discuss and record those that have been cut off or affected by the new NTL Billing system.
We already have several threads created about problems from individual customers/members, which we would like to have merged, but due to the differing time frames, this would be difficult.
So if there are any further problems with the New billing system, please post in here.
It also gives one place for people to refer to when disussing the problems with NTL, proof that you are not alone.
The other threads that relate to this are listed below.
TV service cut (http://www.cableforum.co.uk/board/showthread.php?t=11396)
NTL caught out well and truly and its costing them (http://www.cableforum.co.uk/board/showthread.php?t=11326)
Word To Ntl Billing And Debt Collection Dept. (http://www.cableforum.co.uk/board/showthread.php?t=11134)
ok heres a laugh (http://www.cableforum.co.uk/board/showthread.php?t=10898)hi i paid £94.00 on the 7th april which is all they said i owed.4 days later get cut off through non payment of bill!!have had services temporarily restored but rang back today to extend this till 28th april and was told no.so great i will probably have no phone or extra tv channels over easter!
greencreeper
13-04-2006, 18:52
Billing changes :erm: Is this the one system for all?
cl69gh: If you've paid your bill in full, then why are they refusing the permanently enable your service? I get the feeling you're not telling the whole story.
Florence
16-04-2006, 19:21
The mess NTL are in with their billing system can anyone be sure the amount they are taking each month is the correct amount!!!! They have shown total incompetance and its making it very hard to trust what they put on your bill!
I have just filled in a complaint with Ofcom about my mothers billing error as we have got nowhere with NTL except to be accused of lying.
Brief summary of your experience/query: When I recieved my bill it had 3 premiun rate calls for 25th Feb at around 10pm and on the 4th March it had another 8 calls all within mins of each other. I am 80 yrs old and in bed at those times my son who stays with me for part of the week was in Preston on one of the days and on his computer on the other. I know those calls were not made from inside my proberty but NTL have continued to say they was. Even saying they only have our word for the calls not being made in the house. I know for sure these calls didn't come from my home and would like to know something is in place to stop this happening again to me or any other unsuspecting person.
I will continue to campaign for a refund as I have been wrongly charged for these calls and if NTL are allowed to get away with charging people for calls they haven't made then its a licence to charge what ever they want with no regulation.
Regards
Florence
I have a problem which I never noticed.
This month the new charges have been issued. Yet looking at the old prices I am being over charged.
The problem is I have been charged £45 just for the tv/line rental & second box for months & months. Plus another 17.99 correctly charged for broadband. Then I have DD for whatever my phone calls are. Everything is Direct Debit.
Looking at the price structure thats £8 more than what I should be paying with my DD charge.
I worked out that my tv 19.50, 10.50 is being correctly charged but my second box is being charged a whopping £15. Yet according to the leaflet it should only be only £7.
I don't know what I should do.
Graham M
18-04-2006, 10:49
£7 is for an extra Analogue box I beleive? Are you Analogue or Digital? Also I think the Non-DD charge has gone up by £2.
been on the digital ntl for a few years now. I went digital as soon as the are of grimsby went digital. All my bills are done by direct debit so I should not be getting charged for non DD penalty.
According to the bill its my second box being charged at £15. The only thing I can come up with is I been on the contract since the old diamond days. I am getting charged the old diamond rate for a second box which was £10 then went up £12 seems to have moved to £15.
Although all other services are on NTL current rate pricing structure my second box has never been moved to the NTL rate.
£15 is the correct price for additional STBs, but I couldn't find it listed on their website except by attempting to order a TV service at which point it is one of the options. I think sky charge the same, for a second viewing card.
UncleBooBoo
22-04-2006, 15:54
Sky charge £10 per month for a second sub!
hi, i subscribed to 10mb internet package with ntl on 15/01/06. i had direct debit with ntl. they charged £69 on 13/02/06 (not sure what date, forgot it but it was arount 10 to 20th). then on 06/04/2006 they charged me £34.99.
i haven't contacted them yet. i would like to know what form of bill is this? is it monthly or 3 weeks bill. can someone please tell what form of payment is it? thanks
homealone
25-04-2006, 15:15
hi, i subscribed to 10mb internet package with ntl on 15/01/06. i had direct debit with ntl. they charged £69 on 13/02/06 (not sure what date, forgot it but it was arount 10 to 20th). then on 06/04/2006 they charged me £34.99.
i haven't contacted them yet. i would like to know what form of bill is this? is it monthly or 3 weeks bill. can someone please tell what form of payment is it? thanks
as far as I know they charge for the first months useage & a month in advance in the first bill. They used to charge it all in arrears, but the disadvantage of that is you would have to make a final payment, if you canceled. It should stay at £34.99 a month, now.
orangebird
25-04-2006, 15:23
Sky charge £10 per month for a second sub!
Technically, ntl don't charge anything for the the second subscription - just for the hire of the stb.
thanks homealone. would you prefer going to the 2mb package and cancelling a direct debit? or would you prefer to stay with the current subscription?
homealone
25-04-2006, 16:47
thanks homealone. would you prefer going to the 2mb package and cancelling a direct debit? or would you prefer to stay with the current subscription?
Assuming you have no problem paying for the higher speed, I would see how it works for you, a number of people are reporting they don't get the full 10Mb/s, for various reasons, but if it works for you ....
- the recent announcement of 2Mb being increased to 4Mb is potentially interesting, come June :)
eric.sutton
04-05-2006, 00:54
Does anyone know why i pay for a second STB for £15 when i dont have a second STB??
and why cant ntl make there bills simple ie 1 page for the tv service, 1 page for the phone, 1 page for the broadband???
I have Family Pack TV, TALK UNLIMTED PHONE and 10mb broadband (which i only recive 2.5mb max (ntl 250 modem)
thanks
Connect the cable modem to the PC with a network cable instead of USB.
I was using USB and only got about 3 meg - tried a network cable and now get the full 10 meg.
Worth giving it a try.
kibblerok
05-05-2006, 20:09
Does anyone know why i pay for a second STB for £15 when i dont have a second STB??
That would be for the standalone modem which in some areas is classed as an extra STB, the charge for this should be billed and credited with no resulting charge.
If credit is not there call CS and get this added and back dated.
parkylad
12-06-2006, 11:58
I hope someone in this thread might be able to help me with a problem I'm having with NTL billing as I am having no joy with Customer Services.
Recently I changed jobs and am in the fortunate position of my new company paying for my home broadband. I rang NTL back in March and informed them to send my bill to my company address and it will be paid by cheque or some other method. They told me that they are cancelling my direct debit and they were setting up my bill to come to the new address. A month later and no bill had arrived at work so I rang NTL and again was told that the new address was OK and I sould receive a bill soon. This has been repeated every couple of weeks up until now. I have tried getting through to the billing department with no success and none of CS representatives can understand why I am not getting my bill. I am very worried now as I will be cut off at any time due to non-payment of bill.
Could anyone offer me any advice?
I received my bill for broadband this morning and they have DOUBLE charged me , June 01st to June 30th £24.99 twice for the same period then £24.99 July 01 - July 31st £24.99.
I phoned CS and spoke to Kevin and he agreed the double charging and put through a credit for the double charging.
I will be watching my July direct debit very carefully.
hiya parkylad, all i can suggest is that you check with your local postie or sorting office. if more than one csa has confirmed the address change and that they are being sent out then there may be a breakdown between ntl printing it and sendin it and you recieving it
I received my bill for broadband this morning and they have DOUBLE charged me , June 01st to June 30th £24.99 twice for the same period then £24.99 July 01 - July 31st £24.99.
I phoned CS and spoke to Kevin and he agreed the double charging and put through a credit for the double charging.
I will be watching my July direct debit very carefully.
I received my phone bill and NTL had added Talk Unlimited £5.50 which I had not asked for especiasly as my normal monthly call costs are £2 to £3 per month!
Phoned NTL and spoke to Anthony said he would remove Talk Unlimited and refund £5.50 on my next bill, he said it was too late to do the refund for this month
So my two NTL bills phone and broad band for July I will have been over charged by £38.26
This is why NTL have such a bad name for customer services made even worse I have to pay for the phone call to get them to correct their mistakes
I suggest that every time NTL make error on billing they should refund the money immediately and give two months free services, but will that happen:Yikes:
famous-shamus
18-10-2006, 00:23
NTL are getting too big for thier boots. Our bills are dated for the 2nd of the month and every month its the same old story of the bill not arriving until sometimes as late as 15th of the month and you are then expected to have the damned thing paid by the 18th
pharrell
18-10-2006, 00:51
Everyone seems to be going on about this new billing system, when it is not even in place yet - yes, there has been major changes, but the Customer Care Department are still using the Old Billing System, and the training for the new Billing System starts this month, which will be in place for the customers in January - as for the bills, NTL.Telewest understands this is a problem, which is why we are brining in the new Billing System, so bills do not need to be paid, then credited back the next month, the new system will allow the Customer Care Advisor to modify the current bill, and if you paid by DD at the moment, they can go in, change the amount on the DD (you will not occur any extra charges for this) and when the next month comes around, everything will be sorted - so ride it out till the new billing system is actually in place people, and for the moment, pay the UK's most preffered, safest and fastest payment method, Direct Debit.
<snippy>
You realise that this thread was started over 2.5 years ago when NTL introduced the then new billing system, don't you?
I believe (but I might be wrong) the 'new' 'new billing system' you mention is actually Telewest's billing system?
Florence
18-10-2006, 03:17
Everyone seems to be going on about this new billing system, when it is not even in place yet - yes, there has been major changes, but the Customer Care Department are still using the Old Billing System, and the training for the new Billing System starts this month, which will be in place for the customers in January - as for the bills, NTL.Telewest understands this is a problem, which is why we are brining in the new Billing System, so bills do not need to be paid, then credited back the next month, the new system will allow the Customer Care Advisor to modify the current bill, and if you paid by DD at the moment, they can go in, change the amount on the DD (you will not occur any extra charges for this) and when the next month comes around, everything will be sorted - so ride it out till the new billing system is actually in place people, and for the moment, pay the UK's most preffered, safest and fastest payment method, Direct Debit.
1. It will be in place before January for ICMS
2. You cannot modify a current bill on ICOMS. You can modify the direct debit but next month it will show as balance brought forward and a credit to cancel out the brought forward balance
lostandconfused
18-10-2006, 21:07
surely thats exactly the same as ICMS then? a manual credit applied to the account on ICMS will appear on the bill the next day as long as its closed off properly and you can adjust the DD amount just as easily
Florence
18-10-2006, 21:42
I've never used ICMS but if thats how it works then yes, exactly the same.
kibblerok
18-10-2006, 22:34
ICMS / ICOMS is more or less the same.
The main difference is ICOMS can handle broadband too... but then again ICMS could have done this.
When it came to choosing a billing system a a few years ago it was going to be a new version of ICMS that could do it all for around £50-60m
ntl said that was a bit pricy so started up harmony... to date this has cost well over double that plus costs that cant be measured such as the need still for duplication and multiple depts for each system plus the amount harmony isn't billing customers through error.
Thats why ICMS/SMS customers have BB through harmony because the plan was they'd all be on harmony anyway so why upgrade the two other systems.
all the above = one big mess that could have been avoided
still someone made some cash out of it somewhere
injuneer
19-10-2006, 08:10
I believe (but I might be wrong) the 'new' 'new billing system' you mention is actually Telewest's billing system?
I was recently told that as well by a "reliable" source. ;)
larry100463
06-12-2006, 19:49
i paid my bill with my card today but my tv and phone on not back one say it be on with in one hour how it 48 hours may be next week it will be back on all for there had a new computers who thing this is right if you pay why have we got to went for 48 or next week before you back on
lostandconfused
07-12-2006, 10:31
thats correct, where previously when you made a card payment CS could restore the services there and then, with the new billing system you have to wait for the money to be showing on the account which can take 48 hours then the system will reconnect you
I cancelled my service with NTL on 12 October which is when they collected my set top box. I called to arrange a credit for the unused part of the month and settle my outstanding amount (cancelling the direct debit as I have had major NTL problems before!). They sorted the difference then quoted me the balance including November! I pointed out they'd just credited me to 12 October and therefore November was an error too. He agreeed, I paid an amount and that was it.
Well, I thought so until I checked my Bank this morning to find £88 debited to NTL. I called my Bank to explain how they could have taken from the Direct Debit I cancelled but was told it was a payment on my debit card!! I called the fantastic 0845 number to explain yet again that my account was cancelled on 12 October and I wanted a refund for the 2 months they had now charged me, they were even charging me from the date I cancelled as that was on their system!!
I am now told I will have a refund by cheque within 7 days and that the account has been disconnected? How it could be anything other than disconnected when I've had no box or service for 2 months, god only knows.
Do NTL do this to everyone? An excellent way to improve cashflow, fraudulently take cash from people's accounts then repay them by cheque a week later (if I actually get a cheque within 7 days, I'm not holding my breath). The whole NTL service is completely inefficient and I'd rather sell my TV and live without one than ever have to use NTL ever again!!
Oh, and this isn't the only problem I've had, it's just the most recent!
Hi all ,
Long time member ,who until now has had no reason to post..
Just a long shot, i guess.
we have been trying to contact NTL for 5 days now to pay off our bill,and this is going to sound really silly but i dont think they want our hard earned cash..lol
we have waited on hold from anywhere from 30 mins upto 2 1/2 hours since the holidays finished to try to pay our bill.
the auto paying system constantly kicks us out after selecting the billing option.
the other options 1503 and the o845 numbers all have us caught in this loop and were getting nowhere ..
Just being cheeky and thinking outside the box but can anyone from ntl or this site maybe give me/us some hope that we will be answered ,or maybe a reason why things are so bad at the moment?
waiting in hope ..
Darren Rimmer...
I have rung and e-mailed to tell them that I've not been charged for the new broadband service I got last month. Told that this will be a separate direct debit and that's why it's not on my main bill. Nothing taken yet. Like you, spent ages waiting for someone to pick up the phone after being cut off twice. The reply to my e-mail was 'call customer services'. I've saved this reply as proof that I've told them I owe them money, so if they get nasty I can retaliate. My experience on NTL afte a couple of months is:
TV, broadband and telephone = 9/10
Customer service = 10/10 for politeness and willingness to help
1/10 for outcome of queries.
I rang three times to have voicemail activated and I've given up now and bought an answering machine on e-bay!
christiang62
28-01-2007, 08:42
I received two bills for December 2006. When I complained (27th December) I received an acknowledgement but no explanation or apology. It caused me some anxiety as I knew that there were insufficient funds to cover two direct debits and I would incur bank charges. As it turned out only the second and larger bill was claimed on DD, but it's no way to run a business and confirmed the general impression that NTL's Customer Service is very poor.
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