Re: ntl complaints procedures.
 

hi,

which agency report do i need to check with to find out if i have been defaulted with bad report? Or else do i need to calll NTL to find out about that?

regards
vijay

Re: ntl complaints procedures.
 

Calling NTL on this matter is utterly pointless. Write to them as suggested above.

Re: ntl complaints procedures.
 

Try here, it's free providing you cancel in the first month and it's a good place to look first ;)

http://www.experian.co.uk/creditreport/

Re: ntl complaints procedures.
 

I moved house yesterday afternoon and phoned ntl to advise them that morning before the removal vans arrived. I couldn't advise them earlier as, due to legal problems, the move was not certain until late in the afternoon the day before. I was currently a telephone and broadband customer and have moved to a house less than five minutes walk away that has ntl telephone, broadband and television. I decided to ditch Sky television and go completely ntl - which I realise, given their apalling customer servive reputation (in my view very much justified on past expereiences) was perhaps a bit naive.

I called the house moves department, which of course only works 9 till 5 Monday to Friday (even though I was a new customer for television - new customers get service Monday to Friday 8am-9pm, Sat 9am-6pm and Sun 10am-4pm - but I am not "new" so I can get stuffed!) and was told that I could have my services installed on 15th November - 19 days after I applied! I pointed out that they guarantee a 14 day turn round but they did not give a toss about that and said "hard luck that is when an engineer is available".

I tried complaining to a supervisor but got the standard "don't give a toss sunshine" responses, even though living without broadband so long (and a landline) will seriously mess up my life.

I queried why it need an engineer when the house already had the services and I owned my own modem. I also asked about the "within 14 days guarantee" but realised that I should have spoken to the wall instead as it would have been more helpful. I asked if I could escalate my complaint but was given an address in Manchester somewhere, but no phone number - the supervisor claimed she didn't have a phone number (and I am the Queen of Sheba!). Are ntl too scared to allow complainants to phone them - ask a silly question!

Well anyway we moved in to find the phone connected, not with our number of course but that of the previous occupants who (many days earlier) had asked for it to be moved to their new address. The modem and tv box were gone (so we have no television at all now as the previous occupant had disconnected the terrestial arial and ripped out the cabling from it).

Now I bought my own modem back in the days when doing so saved you five pounds a month (a promise that ntl conveniently forgot about a while back - I now pay the same as anyone else!) - so I connected the modem up and it works!!! No doubt when they read this they will disconnect it - but so much for "sorry mate, it can't be done".

What sort of public service is it that can leave customers without essential services for so long? Why is it that when a house already has a service that it can't be transferred to a new customer remotely? Why don't they get a proper complaints procedure that allows you to phone them when the complaint is urgent - we all know that asked for details in writing is a recipe for wasting many, many days in the hope that the problem will go away?

Without a doubt the worst public utility in the world - ever!!

:mad:

Re: ntl complaints procedures.
 

Guys, I think perhaps it's time to repeat my previous warning.


While you are free to post in this thread, if you have a specific issue to discuss, or you want help with, please create a thread in the relevant forum.

This enables people to follow what is happening, and may make people more willing to help.

If you all post problems in the same thread, it becomes hard to follow who is answering who.

Re: ntl complaints procedures.
 

You are informing these people at the start of the call that you are recording them arent you?

If not im sure thats illegal, to record someone without their prior knowledge?

Perhaps someone can correct me?

Re: ntl complaints procedures.
 

It's not illegal if you don't plan to play the recording to any third party.

Re: ntl complaints procedures.
 

Hello!

My girlfriend and I have been with NTL for over a year now, but recently cancelled our account in my girlfriend's name and took a new offer out (2MB BB and DigiTv for £20) in my name. Everything was running smoothly with the BB and TV until a few days after installation (approx 20 Oct 2006). Our STB (Pace) was sluggish and slow at changing channels. After reporting this to NTL and engineer was requested, but did not turn up. We rearranged but on the morning he was due out, NTL called me and told me he had rang in sick and no replacement could be sent, so we rearranged... again! :dozey: I was offered a £10 goodwill gesture for the trouble. All the time I was on the phone to NTL, I was told the engineer would bring out the new Samsung STB, but when the engineer eventually arrived, he came empty handed! :mad: Anyway... The engineer said he would personally come back on the Monday night with the Samsung STB, but he never arrived!

I rang NTL and after being put through to the wrong department THREE TIMES, I began explaining the situation for the umpteenth time to a lady who had trouble speaking and understanding English. I then requested to speak to a supervisor and was told they would only say the same thing. I was then transferred to yet another department, when mid-way a male voice came on the line saying, "The customer is a tw*t - Press 1 if this was useful, press 2 if you need more assistance." I was then cut off after being on hold for over 45-minutes!!! :Yikes: :Yikes: :Yikes:

I rang back and was cut off twice before someone took the call and I (yet again) explained the situation and was quickly offered 6-months at half price (whoop-dee-doo :dozey: ) They eventually told me the engineer had been booked for Tuesday in the afternoon, :confused: something that I hadn't requested, and a good job I checked otherwise I would have had to deal with the £10 missed appointment charge NTL think they have the right to charge!

Eventually, after showing my complete and utter disgust with representative, I was offered an additional £30 credit to my account taking the credit on my account to £40 plus 6-months at £9.99. An engineer came out on Friday and replaced our box (that he later informed me was a REFURBISHED box) with a brand new Samsung STB. The problems seemed to have disappeared... until today!

I don't know if there was a problem in our area (it would be nice if there was a DigiTV service status page on NTL's homepage (rather than just broadband)), but our STB froze (i.e. couldn't change channel or turn off) and had a buzzing noise coming out of the TV speakers. I did a quick reset, as mentioned on this site, and the problem seems to have disappeared, although I'm not holding my breath.

I have sent a letter of complaint to the director of customer services (like he'll actually read it :rolleyes: ) and I'm awaiting a response, but judging by what most people seem to say on here, I'm not expecting miracles! :D

How the hell can a company this large treat their customers like a pile of dirt and even call them A TW*T?!?!?!?!? It's only because NTL monopolise the market that they haven't gone bankrupt through lack of custom (plus the fact they sign you up to a 12-month contract)! Surely I have rights to cancel if NTL do not provide the service they say they do?

Any kind of information anyone can offer would be greatly apprecited, I would like some big-wig in NTL to hear about this if possible...

Cheers!

Re: ntl complaints procedures.
 

See my post at
http://www.cableforum.co.uk/board/sh...&postcount=821

Re: ntl complaints procedures.
 

:welcome: to the forum. If you create a thread in the relevant forum, then hopefully someone will be able to help.

Re: ntl complaints procedures.
 

It is illegal because your storing audio data on people without their prior permission, this is why call trees holding advises this and terms and conditions so they customers are made aware before the call its self commences.

The person has the right for you NOT to store any data on them if they wish.
Therefore unless the person agrees to having them selves recorded then they cannot be recorded.

With call centres the recording isnt for direct benefit of the customers other than for training purposes to randomly record members a month (each rep gets monitored once a month without their knowledge but forms part of their contract at work (so the rep is expecting it will happen as part of the terms of their employment) this is to find out if people are giving a good service and when it is feed back to them if they did bad they cannot argue it if its recorded.

The data is kept with DPA principles and is discardged off by taping over the call with the next reps calls once the rep has received his or her feedback. the customer its self agrees to this on taking on the services on terms and conditions and may hear a prompt message whilst on hold (depending on the hold time) most centres try to have calls answered within 30 seconds

To find out more visit the opsi
www.opsi.gov.uk/acts/acts1998/19980029.htm

Re: ntl complaints procedures.
 

of course the KEY words here are 'Personal data' and the fact 'these people' refered to above, are acting as the agents of the company, NOT 'personal individuals' in the legal sense, neather is a customers personal recording being processed in relation to 'personal individuals' or DATA , but rather THE COMPANY sanctioned response as an agent of said company.

in otherwords, a rep in working hours is expecting to be recorded as per their company contract so is not going to say anything outside the company sanctioned line.

a person answering the company phoneline is an agent of the company not an individual in that legal sense and so falls under the data protection act as part of a data controller and their dutys, hence why we end users can send a data protection act request to said companys asking for any and ALL data as relates to our PERSONAL data and receave your referenced recordings as part of that legal request .

people need to realise the data protection act law is there to protect the individual consumer, NOT the individual when acting as an agent of a company or org.

consumers are not data controllers, companys and orgs are.

now, if said company were to take the consumers recording as proof of wrong doing by the said agent on behalf of the company, then thats a matter for them to persue and the agent will have other laws to protect them against the company if it should mean they need to go down that road, but nothing to do with the consumer or their actions.


---------------
1. - (1) In this Act, unless the context otherwise requires-

• "data" means information which-

• • (a) is being processed by means of equipment operating automatically in response to instructions given for that purpose,

• • (b) is recorded with the intention that it should be processed by means of such equipment,

• • (c) is recorded as part of a relevant filing system or with the intention that it should form part of a relevant filing system, or

• • (d) does not fall within paragraph (a), (b) or (c) but forms part of an accessible record as defined by section 68;

---------

• "personal data" means data which relate to a living individual who can be identified-

• • (a) from those data, or

• • (b) from those data and other information which is in the possession of, or is likely to come into the possession of, the data controller,

----------
http://www.opsi.gov.uk/acts/acts1998/80029--a.htm#4

Re: ntl complaints procedures.
 

regardless of the law isnt it just a matter of courtesy if your going to record someone to let them know.

also if you have told someone that they are being recorded you are less likely to be fobbed off?

Re: ntl complaints procedures.
 

indeed it is , well spotted lost ;)

Re: ntl complaints procedures.
 

hmm, is there a problem with the database as i know there are posts (today),after my #149 '13-11-2006, 14:50' but im not seeing them in the browser?.
http://www.cableforum.co.uk/board/sh...4&goto=newpost shows upto #149, nothing else #150 now!,so i can see my post,weres the others then.

2 posts by cableinfo made at 3.00 and 3.10 am for instance

and why doesnt =22954* match with the url above =34158566*, something wrong somewere....