Re: ntl complaints procedures.
 

Hi there,
Aint got a clue how to use this forum so please excuse my inroad methed, I just want to have my say. I'm an angry NTL customer who has written 5 letters of complaint to NTL including I fax. I am now in discusstion with ofcom regarding the matter. Let me tell ya, I've been lied to many of time by NTL staff. I've had late night phone call for NTL staff saying that they don't want to lose me as a customer and made promises to me if I continue using the service. However, the promises never came. I think this is some kind of ploy to ties me into another month of service. I'm currently on medication because of the matter, can you believe that. I don't want compo, I just want out so I can go back to BT.

Re: ntl complaints procedures.
 

I have now run out of patients with ntl, I’ve attempted to get service over the phone but all I’m met with is lies. I started out with broadband 512k and talk unlimited telephone, I was doing fine with this package; my bb was about £13 and my phone around the same, furthermore I never had to call customer services because I had no problems; the service met my needs exactly. I saw their ad for 3 in 1 for £30 per month so I added TV to my then current package everything was fine until my first statement came in.

I notice some strange entries on my statement namely the Family Pack; I did not request this item which had a charge of £35.00 on my statement. I called CS and after 10 minutes finally got through and explained that I didn’t request the Family Pack, to my shock I was told to pay anyway and the cost would appear as a credit on my next statement. I hung up out of frustration (after requesting to speak to a manager but was refused) and felt totally deflated at what was happening.

This led me to downgrade my package and cancel my TV and go back to where I started 512K bb and talk unlimited telephone. I called cancellation to cancel my TV as I was still within the 30 days cancellation right. After waiting literally 30 minutes for CS to answer the phone; I was told that I have to give 30 days notice to cancel the service. Can you believe that?.

My attempts to put in a simple complaint have now snowballed into me now requesting to cancel all services with ntl. My first attempt was via the phone but hung up due to the long wait you see I’ve got a life to enjoy. My second attempt was via their Web site, but I ended up at a web page which asked me to call customer support on a 0845 number which I did. I got through and I asked to be put through to cancellations but had to wait about 20 minutes. I canceled all service and was told an engineer would attend my premises to collect the equipment, I took a deep breath and thought that was an end of the matter - it wasn’t. The date came around and the engineer didn’t show. I then went through the above procedure again and asked why the engineer didn’t show and was told there was no record of my cancellation, so I canceled the service for the second time. To cut a long story short it happened again but this time I was unable to call ntl because my phone had been cut off due to a shadow credit limit had been placed on my account, at the time I only had £40 call charges on my talk unlimited account. I explained from a friend’s phone that the call charges where due to calling cancellations numerous times at a cost of £22. I went through to cancellations again to cancel the service for the third time and paid my friend £10 for the use of his phone. I was told by ntl CS that they didn’t want to loose me as a customer and promised to write off my current bill and give me 6 month free line rental and they would turn my phone back on in two hours, this didn’t come to pass.



I'm still waiting for another call back from CS (after spending £15 on my mobile phone) I don’t think I will get that call. I bit the bullet and decided to start writing letters, I’ve now written five letters and even sent a fax after following instructions on the ofcom Web site. I’ve even taken advice from this forum and written at the bottom of the letter the following statement.


The following actions are now required to be taken by a responsible ntl cs agent.

1. Cancel ntl telephone
2. Cancel ntl broadband
3. Cancel ntl TV
4. Explain: item: £22.54 bf on July 10 statement
5. Explain: item: I Base £22.50 on July 10 statement
6. Explain: 1 Add Digi Set top box rent £15 on July 10 statement

I don’t know where to turn next and believe it or not I’m now on medication due to this matter, I don’t want compo or anything like that, I just want out from NTL. I’m disgusted with NTL service. I live in Manchester and I believe NTL has offices here I really do feel like standing outside with a banner telling others to avoid this company at all cost but I not that strong

Re: ntl complaints procedures.
 

Well you'd have thought I learned my lesson years ago with NTL grief last time I moved home. But nope, once again i'm on the move, this time I wish to cancel permanently my phone and broadband services. i have so far today wasted approximately 5 hours on the phone in queues, eventaully connected (record is 34 mins!) then transferred, line dropped. redialled, waited. told to call another number. Apologised to for problems and then hung up on!!
No way to cancel via website and being billed for several hours sat listening to platitudes on an 0845 no. when all i want is to cancel is NOT amusing anymore.
Please, please, please can anyone advise, whom or where to call to cancel my contracts without wasting more of my time or money?!? :mad:

Re: ntl complaints procedures.
 

Beleive me when I say there is no way of contacting NTL for service by phone, only by letter. However it could take months for them to reply, meanwhile their charging you and just making you more angry.

I've got one idea I'm persuing (based on one free consultaion with a solicitor), it's going to be expensive but when you count the cost of calling NTL CS for another month it's cheap - here's my idea.
I have signed back up with BT and due to have my line installed on the 29/07/06 at a cost of £139 because I don't have a BT line in my home, the installation will also include BB (8mb) at £9.99 for the first 3 month and £17.99 thereafter. Once this is done I will very carefully disconnect all NTL service BB, TV and Phone.

What effect this will hopefully have is that NTL will not have any record of usage comming into my home for TV and BB. I now believe that NTL are lieing to me about my cancelation requests so they can continue to supply my home with services of which they will have a record of usage. They have cut my phone off so I have no method of contacting them and I don't want to keep paying friends and family to use their phone to call NTL I have already disconnect NTL TV and reinstalled my own freeview box as well pulling the phone out the socket allthough NTL can still charge for line rental.

I have now spent a total of £32 calling NTL CS on their 0845 number, at least BT have an 0800 number to CS. I think this is the best way to, beat NTL at their own game. BTW, if you've got a BT box in your home, go back to BT and disconnect NTL srvices, make sure you don't damage their equipment.

---------- Post added at 16:09 ---------- Previous post was at 15:51 ----------

BTW, I've sent my account details to the forum team to see if they can help but they haven't replied, I'm starting to get paranoid about this forum and who's behind it. If they have contact with higher echelons at NTL why don't they just help everybody instaed of a choosen few. What does it take before the forum team will help???????.

Re: ntl complaints procedures.
 

OK I've really had it with the ****ing NTL idiots... just yesterday I received a letter forwarded from my old address from ****ing Debt Collectors... this is on behalf of NThell to whom I owe NOTHING!!!

Also they do have my new address as

I had to phone up those debt collectors to dispute the debt, and now I got to put it in writing. I also let them know that I am taking NTL to court for this sh**... it is amazing how they get away with this.

Thanks NTL for wasting even more of my time.. and nobody even suggest I try through the 'contacts' here, I've already wasted time trying that and have simply had enough.

Admin edit (Stuart): Offensive comments removed.

Re: ntl complaints procedures.
 

Guys, while you are welcome to post in this thread, if you have a specific problem, it would be easier if you can create your own thread to deal with it.

To create your own thread is quite easy. Go to http://www.cableforum.co.uk/board/index.php (or click Cable Forum between the two menu lines at the top of each page). This brings up a list of the forums that make up this site. Double click on the title of the appropriate forum. Now, you'll see a list of the most recent threads on that forum. At the top of this list, there is a large "New Thread" button. Click this.

I am asking that you create your own threads, as with multiple people posting problems in the same thread, it can get difficult to follow. If a thread is difficult to follow, people won't read it. It also makes it difficult to see if someone has come up with a solution.



---------- Post added at 14:42 ---------- Previous post was at 14:37 ----------

See http://www.cableforum.co.uk/board/sh...ad.php?t=50419

Re: ntl complaints procedures.
 

correct me if im wrong but isnt this thread all about NTL complaints?
well screw this, your contacts have managed to solve a big fat nothing, dont think ill bother coming back here.

Re: ntl complaints procedures.
 

Yes this thread is about complaints, but as you can see it's become long and rambling with many issues lost amongst it. By all means post in this thread, but, if your issue might benefit from detailed asistance, from forum members, or the team, a separate thread might well achieve a better response.

You indicate your issue was not dealt with yet was referred to our contacts. Did they get in touch?

Re: ntl complaints procedures.
 

hi im new to this forum and would just like my say.

firstly i work in ntl customer services, i have read most of the posts on this thread and i agree in many cases there are cause to be very angry.
ive worked there for a few years and ill be honest ive seen some right royal cock ups in my time, and a lot of that is due to incompetence from some staff. i have indeed reported a lot of them to their team leaders as in my opinion some actions should be concidered as gross misconduct.

however i would also like to set the record straight. i read a post, not sure who it was by and cant really be bothered to go and check saying you should always ask for a supervisor when you call in, frankly thats just unhelpfull. if every customer demands to speak to a supervisor, their just going to make everyone a supervisor as you cant expect 1 team leader to take the same amount of calls as a team of 15 agents!

secondly, a lot of the problems i encounter are due to customer education, for example i had a call not so long ago where a customer had been charged the part month charges when he changed one of his services, now this should have been explained to him when it was changed, however if your going to start screaming at me as soon as i answer the call i cant really do much to explain or help with the matter.

its just human nature, if i were to get a call where the customer is pleasant (i understand you would be frustrated, god knows i have when moving house but you should understand that the person answering the call hasnt spoken to you before and you shouldnt judge them on past experience) i will bend over backwards even if it means having to finish later (unpaid) to help. but to be honest and i wouldnt admit this in work, if a customer calls in and starts hurling abuse at me (ive been called words i didnt know existed before, and some which really offended me) i'm not going to be as willing to help.

an example of this, recently a customer had a problem with a housemove, this customer although frustrated at having to speak to many different departments was nice enough. unfortunatly i couldnt help that day as the dept was closed, i explained i would sort it out and call the customer back as soon as possible. although dubious that this would happen the customer accepted this.
i then came in on my day off the next day to speak to the correct department to get the problem sorted. i called the customer back with the news and they were delighted.

ive also read in some posts how you have never had call backs when promised, now i do understand that in some cases this is the case and the people that promise this shouldnt be working for ntl, however in some cases this is genuine, there can be system problems or the agent that promised the call back may have been ill on that day and when they get in the next day they can see from the notes on the account that the customer called in 8 times the day before and the problem is now solved. therfor it is reasonable to say that they shouldnt call the customer back and possibly inconvienience them more when they could be trying to get the call queues down by helping customers that have a current problem.

i would like to round off by saying, that whilst most of the people on this forum have serious and ongoing problems with ntl, and in many cases their experience has been poor to say the least, you should also bear in mind that when a customer services agent picks up the call it is probably the first time you have spoken to them, and most of you wouldnt shout at someone in the street so why do it over the phone??

i welcome and comments on this post.

Re: ntl complaints procedures.
 

lostandconfused

Mate, I have given up calling customer services. Its pointless. No one ever solve anything. The system is always down. You have to understand that the "customer serivices" department represents the company. People at NTL dont keep their promises. Unfortunately, there is no email method to complain, else it would be overwhlemed. I have wasted a good part of 2 weeks on hold, and talking to members of your team. I am none the wiser in resolving the issues. Furthermore I had the "pleasure" of talking to broadand tehcnical support, wasting my money on the calls. Again no resolution to the problem.

I'm sure people like yourself are the exception rather than the rule. By the number of threads in this forum, the general opinion is that NTL customer services is poor.

People shout due to poor manners, yes, but more likely at the frustration at being put on hold for hours, and sent from department to department. Its suprising in a company such as NTL, communication between departments, and then to the customers is so poor.

Its not much fun getting up in the morning, try and get through to customer serivices, and then go over the same problem again and again!!!!!

Re: ntl complaints procedures.
 

i completly agree customer services is the face of the company and there are many people working that shouldnt (btw dont get me started on tech support!)

maybe a better way to deal with it if your not happy is to take their name, hang up and call back to report it, the call queues have gone down massivly in the past weeks, so if your calling after 4 id be surprised if you have to wait more than 3 mins.

i think the only way to get it sorted is to sort the wheat from the chaff as such and get the people that are just passing customer about the boot

p.s if you do have a complaint, make sure the person your speaking to does make a log of the complaint on the account as any form of disatisfaction should be logged (but best to make sure it is) as these do go to ofcom

Re: ntl complaints procedures.
 

"I'm sorry sir but there's no record of that call" - something which it seems a lot of people on here have been told by ntl agents.

Re: ntl complaints procedures.
 

prior to my recent promotion in a unnamed telecommunications company this is what i did to pay the bills. customer services is very frustrating, 9 times out of 10 its procedures and other staff that fault what will happen on that call. For example in my previous call you where expected to deal with a call in 240 AHT [average handling time - seconds], which is 4 minutes, you would be continually pestered going over that, you couldnt use after calll, they wanted a first time resolution and expect you to get a sale out of the customer to.

so please remember when calling customer services these guys sometimes, get paid less than the cleaners, and deal with everyones fcuk ups, per department.

Re: ntl complaints procedures.
 

I would like to add the same as every other poster really very poor service and now they operate an 0871 number which my understanding is they can collect on this number (in other words the more they keep you online the more revenue they collect. My own complaint reads like a monty python sketch begs beleif really. "0871 is a revenue generating number often used by service/content and information line providers." I have had a temporary internet connection for a while now I was told by customer services that ntl do not have a written complaints procedure and to date have never had any complaint resolved needless to say ofcom put me wise and gave me an address so, I wait with baited breath! *lol* seriously its one sad cable company customer services in india, you cant understand what they say and the connetions so bad. The usual no returned calls no one turns up to do the repairs they promised to come out and do. I have a 30 metre cable thrown across to my neighbors connetion point because the engineers couldnt be bothered to connect to my connection point out side my gatepost so, my cable goes across my neighbors land and across his building to reach his connection point. I will not be re newing my subscription after my year is up.
huggs kat2 *sighs*

Re: ntl complaints procedures.
 

whilst i undestand you are annoyed with the situation i think you need to be a bit objective

customer services is an 0845 number not 0871, its charged at 5p pm in the day 2p pm evenings and about 1.5p weekends.

ntl do have a written complaints procedure, the address is on the back of the bill, but customer services will always try to discourage written complaints as it takes a lot longer to resolve. your better off calling them to get is sorted and if you still feel it hasnt been sorted or you want proof that you have logged a complaint then write in.

customer services isnt in india, there is a call center over there but they will only deal with taking payments, setting up direct debits and any simple billing problems. everything else is in the uk.

"because the engineers couldnt be bothered to connect to my connection point out side my gatepost ". i very much doubt it was because they couldnt be bothered, there could have been a genuine reason, normally if there is a problem they will link it to a neighbours as a temporary fix so at least you have a service.

Re: ntl complaints procedures.
 

lostandconfused wrote: customer services isnt in india, well its funny because every time I contact ntl it sounds long distance and the poor guy whom often speaks in broken english always spells things out phonetically with me. I have had lots of names given to me that are not english too, so, because I have contacted customer services on more than one occcasion (several actually) I always end up speaking to somebody who can only speak very limited english. with regards to the cable being thrown across to my neighbors that was how it was installed because at the time the engineers arrived late its actually fixed in place in some parts its permanent though all 30 metres of it. several engineers have called and one guy even phones me in the evening to say sorry but he couldnt come today as his boss instructed him to concentrate on new connections (after all they have me on a fixed term contract for twelve months) so, there in no hurry to sort my problems out. With regards to the cable access point outside my front gate, the second engineers agreed with me they cannot understand why it wasnt used. the run to my gate is far shorter than the 30 metres across to my next door neighbors!! I have never seen such poor quality work in places the cable has joints in it (due to its length) and just hangs in the wind!
anyway my complaints un resolved and that is why I posted and I accept that the call charge to the customer service is an 0845, but technical supprt is 0871 which they do make money on, lucky for me after my four months it will not be my money anymore.
huggies kat2

Re: ntl complaints procedures.
 

well if your going through to india every time you call, all that means is your pressing the wrong button on the IVR.

although you did say it was a prblem with broadband so are you sure your not going through to tech support?

did he actually say this or is this the impression that you get? as it would be very unprofessional if he did. secondly it would be totally wrong, as installations and faults are completly seperate departments, use completly separeate techs.

Re: ntl complaints procedures.
 

Hi, lostandconfused,
actually yes he telephoned me on his mobile I suppose he felt guilty about ringing me in the afternoon telling me that he would be arriving shortly (but never did) to be fair to the lad he was only young and was with someone else when he came to my home first time around. I admire and respect honesty and he was being honest. Not sure what goes on in your part of the world but certainly the two engineers who called out said that they had both installations and repairs to do. Maybe this region is trying to cut back. after all on the first install it was just two people I was left to connect the block and modem and set the whole thing up too, sadly I suppose they are under so much pressure to get to the next job another reason perhaps why my install was so poor.
huggies kat2
I feel that looking on here and across the net complaints about customer service dont seem very good and, I dont blame the individuals rather the structure and the way it works. I dont think taking millions of voice calls is necessarly the best resolution. You have to go through the whole process of taking a call logging the call dealing with the matter, and providing a solution all in a very limited amount of time, before your forced to deal with the next customer.I have sent an email to simon duffy in this regard to say that more options should be made available such as online email, sms text, so, it should be interesting to see if any good comes of it.

Re: ntl complaints procedures.
 

Hi and help.
Have found this site after experiencing such huge frustration with ntl this week. I keep getting told different things. Where to begin?

1. Broadband.

Our bill says we pay for a 1MB connection, for which we are charged £24.99. I recalled a letter where we were told (or so I thought) an upgrade to 4MB. I may have phoned and checked this before, I may not. I can't recall.

I called customer services on 22 August and spoke to 3 different people. The first two each spoke with certainty.

So, I then knew that I had 4 MB connection and a 1MB connection.
I spoke to a third person (who gave me her full name, some do some don't) and said that, according to her screen (which she said could be wrong) I had a 750 connection. She suggested I call Tech Services).
I did.
On 22 August I spoke to Amit in the ntl Technical Support Bureau. He advised me i had a 4MB connection and that there were many reasons why it would run slow, he sent me an e mail (generic) with information.
I didn't believe him

I called again and spoke to another gentleman, also in tech services, whose name I wrote down but have misplaced for now, he said there was no question. I had a 750 connection and shouldn't be paying £24.99, BUT £17.99. He gave me his name and extension number and said he was happy for me to request that customer services contact him.

Today - 25 August - I called ntl again (because my phone has been cut off, 3 and a half weeks early) and had a very long wait and then an interminable phone call with someone in customer services. I was asking about the phone disconnection, but became so frustrated at the nonsense i was being given (more later) I said I had recent experience of being told contradictory things by ntl staff and didn't know what to believe. I explained about the broadband issue. She checked and said I had a 750 connection. I explained I had been told 3 different speeds and, my point, that this illustrated my difficulty in knowing who or what to believe. I said I was told that I should be paying £17.99 not £24.99. She said that was wrong and that the prices were
1MB = £17.99
750 = £24.99

I pointed out the obvious. She said I could only have 1MB if I requested it. I said that it said 1MB on my bill so I assumed I already HAD it. ALSO that others in her team had said I had 4MB. I asked how I would know to ask for a 1MB for a price reduction, she couldn't answer that.

But, the reason I called her was re the.........

2. PHONE DISCONNECTION
I have two phone lines. Today one of them was disconnected. On 22 August I called to give a month's notice to cancel one. The date I was given for disconnection was 25 September. I asked whether this would be confirmed in writing and was told it wouldn't as ntl 'don't do that'.

I asked why we had been cut off a month early. There was no answer. I asked who had done it 'Alan' - who is he? He is in Wales 'I don't know if they have a phone number'

I was refused his second name, a contact number or even what team he worked for. The person I spoke to said she didn't know, she said she could e mail him and get me reconnected, but that it would take 10 days. I asked if i could be copied in to the e mail. I couldn't.

There appeared to be no concern, nor any acceptance that this was ntl's error. I asked what the procedure was for compensation, she referred me to the address on the back of my bill.

Where do I best go to get my phone back on.

I am appalled by the whole process, its shambolic and the worst customer service I have ever come across.

Thank you

fritter

Re: ntl complaints procedures.
 

with regards your modem speed, you can check that yourself if you have the stand alone modem , in my case the blue NTL250, open a browser and click this url to your modems mini webserver
http://192.168.100.1/
log into the modem using the Factory default
username/password root click the •[img]Download Failed (1)[/img]Operation Config.

in my case on 4mbit i get
Cable Modem Operation Configuration

Network Access : Allowed

Maximum Downstream Data Rate : 4096000

Maximum Upstream Data Rate : 400000

Maximum Upstream 1600
Channel Burst :

for a far less accurate estimate you could also just click the speedtest at the top of this
very page and report back to the thread your reported speeds.

as for the phone, if you were going to have it turned off in 4 weeks anyway, and you still have one working
your better off just pushing for written confirmation of the date it was turned off so you have proof
that they cant overbill you for the extra month.

kit2, can you format your untidy posts by pressing the enter key twice at your full stops please, you make them very hard to read as they stand.

Re: ntl complaints procedures.
 

Hi and help me too,

I have been reading through this blog and it seems that plenty of NTL customers and ex customers have had problems with closing NTL accounts ie you close it and one year later you get a debt collection notice at your new address because the account hasn't been closed properly and NTL have still been billing you at the old address. This is what has happened to me this week.

It is comforting to know that I am not alone but after trying endlessly to try to get to the bottom of this with customer services I have no idea what else to do. I have been up early today to write a letter of complaint to NTL House in Hook. I have a week to sort this out before I get the court order.

lesson learned: never trust NTL customer services and get everything from them in writing

Re: ntl complaints procedures.
 

Re: ntl complaints procedures.
 

Hi guys

Like a lot of you, we get a huge amount of unwanted junk mail.
Our attitude to this is to simply block the IPs of senders.
We do not wish however, to block UK IPs, unless they have a static address.

We complained to NTL about one of their clients, who is throwing out junk and got this reply:

"Your report has been assigned the following reference number:xxxxxx

Please quote this reference in any further correspondence when referring to this complaint.

Please note that ntl will not discuss the outcome of our investigation into this matter, nor divulge details of the account concerned. Unless we require further information from you, you will not receive any further communication from us in regards to the above reference number."


This seems to us to be an undertaking to do nothing......
Is this what your experience is?

Does anyone have the e-mail address of the head of customer services at NTL, so we can get through to them?

Re: ntl complaints procedures.
 

I would have thought it would be due to DPA, why they cant discuss someone elses account with you.

Re: ntl complaints procedures.
 

It's not a matter of them "discussing" anything with the complainant.

As Broadcaster has pointed out it's an undertaking to do nothing, no follow up, no outcome report and no further correspondence in relation to the complaint unless they "require further information". They (NTL) have access to the servers and the mail history of customers so what possible "further information" could NTL hope, or need, to acquire from the complainant that, once alerted, they can't determine for themselves?

The best way to get complaints resolved is to write by recorded delivery directly to the Company Secretary at his home address.

Re: ntl complaints procedures.
 

Hi everybody!

I am also having a dreadful time with NTL.

I phoned them up to cancel my broadband 2MB service back in November as I switched over to BT Yahoo. The girl I spoke to said that instead of cancelling I could have 12mths free on 1MB, so I stupidly agreed. Payments were not being taken so I thought no more of it. I was getting weird bills through the post but didn't pay them much attention as they were all credits.

That was until April - I recieved a bill for £6.27. I called them up saying I was suppose to be having 1MB broadband free for a year - they told me it was only six months :confused:

Everytime I try get in touch with them they circle my call around their poxy call centre, "try" to put me through to retentions which is always engaged. Once i was successful in being put through but the girl there cut me off after putting me on hold for 30mins. The next month a bill came through for £17.99. I phoned up to complain citing I had been mislead & no longer wanted their service - demanding my £70 they have stolen from me - I cannot have this back apparently as I was on the 4MB broadband not 2MB which my bill up until my initial call in November states.

I called again so somebody could explain my bills since last December - but she said I had been paying £9.99 a month since December even though her computer would not let her look back to December on my account :confused: :confused:

I mean are they pumping some sort of stupidity toxin through their air conditioning at NTL. This is nearly as good as the time when I wanted to cancel my TV package with them. The girl then said I should reconsider because I wasn't thinking about "all the paperwork"she would have to fill in!!!


Should have seen all this coming really.

Unbelievable.

Anyhoo I have now cancelled my Direct Debit (I will deal with NTL's wrath when the time comes ) & I am trying to compose a serious letter hehe :angel:

Any ideas where I should send it as I get the feeling I really shouldn't be wasing my time.

Re: ntl complaints procedures.
 

Don't do that, firstly, it puts you on a bad par when you call in, and lengthens the time to get your complaint resolved. Call centre staff are also paid to deal with complaints.

Best practise, take full names of who you speak to, and dates, if it doesn't get fixed first time, make sure you give name of person who said it would be.


As for broadcaster's comment, the reason you wont hear about how its fixed is Due to DPA, same reason if you complain about someone in NTL, you wont hear what happened to them.

---------- Post added at 20:45 ---------- Previous post was at 20:43 ----------

Firstly, you shouldn't be writing to anyone at their home address.

and secondly, you dont hear anything because of dpa and privacy laws.

Re: ntl complaints procedures.
 

hehe, your telling Mr.A how to suck eggs....

as for writing to a Company Secretary , thats public domain information so cant apply to privacy laws.

so do tell the readers how the Data Protection Act is infact the biggest hammer any of the NTL:tw end users have and how it could be used to cripple the NTL data manager department and the current incarnation of NTL:tw if they so wished?, MrA, myself and many others now know but doesnt feel the need to broadcast that fact as yet as i at least have hopes that the (/some) NTL employees can become/are good , effective and helpful people and make NTL:tw a good company for all concerned, i do like the tech people, its a shame some let the side down and become a jobswerth .

[edit]
does it make sense for some employees to enrage the users once they understand the dpa? and its seriousness to their jobs!, your choice but heres a clue as it were if your interested.

from the official HMG site
http://www.opsi.gov.uk/acts/acts1998/80029--l.htm#sch1
"S C H E D U L E S




SCHEDULE 1
THE DATA PROTECTION PRINCIPLES PART I THE PRINCIPLES 1. Personal data shall be processed fairly and lawfully and, in particular, shall not be processed unless-

• (a) at least one of the conditions in Schedule 2 is met, and

• (b) in the case of sensitive personal data, at least one of the conditions in Schedule 3 is also met.

2. Personal data shall be obtained only for one or more specified and lawful purposes, and shall not be further processed in any manner incompatible with that purpose or those purposes.
3. Personal data shall be adequate, relevant and not excessive in relation to the purpose or purposes for which they are processed.
4. Personal data shall be accurate and, where necessary, kept up to date.
5. Personal data processed for any purpose or purposes shall not be kept for longer than is necessary for that purpose or those purposes.
6. Personal data shall be processed in accordance with the rights of data subjects under this Act.
7. Appropriate technical and organisational measures shall be taken against unauthorised or unlawful processing of personal data and against accidental loss or destruction of, or damage to, personal data.
8. Personal data shall not be transferred to a country or territory outside the European Economic Area unless that country or territory ensures an adequate level of protection for the rights and freedoms of data subjects in relation to the processing of personal data"

Re: ntl complaints procedures.
 

hi everybody i had no problems with telewest untill ntl joined up with them now the service is absolutely rubbish i keep getting promise's and the lamest of excuse's,today the men who should be pulling a new cable to my house phoned to say one of them had a medical emergency so he could not do it on his own, does that mean i'm back on the bottom of the list,another 3 mounths to wait,will it be done by Christmas i would like to see Queens speech,do they do repairs in the rain or shall i have to wait till next summer 2007,what can you do, letters phone calls emails does not seem to work,WHATS HAPPENING TO THE COUNTRY IS IT GOING TO THE DOGS LIKE THIS CABLE COMPANY

Re: ntl complaints procedures.
 

hi guys,

Hope somebody can help me. One year back i wanted to have nTL, but as I live in flat , they cud not connect the NTL and returned back.So, i called the NTL and they said its cancelled. But still i was charged with 35 pounds for nothing .
After 3 months i got letters saying I owe the money to them.Again i called NTL customer services to cancel it and the guy promised its all done for me and nothing for me .
Now after one year I got a letter from Debt recovery saying that I owe 200£ pounds to NTL. I AM UTTERLY SHOCKED , becozz i never had a single NTL service in my premises and I have to pay them .

PLz can somebody suggest me,its really bothering me and I am thinking to sue NTL for my sleeplessness and troubles.
Its really putting me in depression to tackle with NTL so many times.
advice me or suggest me the best way ,,

regards
vijay

ADMIN EDIT (Russ) - EMAIL ADDRESS REMOVED

Re: ntl complaints procedures.
 

Sorry to hear about your problems with ntl, if you PM me your full name, address and postcode I will pass this on to my contact within ntl.

Re: ntl complaints procedures.
 

hi admin,

I have just spoke to moorcroft debt recovery.
1) recorded the conversation , spoke to the person , they said they will contact ntl
2)contacted ntl, recorded the conversation , their name etc.They said the account is cleared and cancelled on 13th oct 2006.They said they will send a letter to moorcroft not to send letters.
3)again callled moorcroft , recroded the conversation.told them that ntl confirmed. they said i wont get any more letter
4)called ntl for written confirmation , they said , its not needed. recorded the conversation again , to make sure to avoid troubles in future.

BOTTOMLINE IS RECORD THESE PEOPLE AND IF POSSIBLE ASK FOR THEIR NAMES AND WRITTEN CONFIRMATION,,

ANYHOW WAT A HELL WITH NTL ,,,,i would never ever touch anything that starts with N,,,T...L.......(ntl stands for NEVER TOUCH them,,,LOOSER)

This forum was quite helpful in understanding NTL

Regards
Vijay

Re: ntl complaints procedures.
 

I hate to tell you this but your troubles are, most probably, far from over. NTL may have "defaulted" you and this will stay on (see: destroy) your credit file for the next six years.

Re: ntl complaints procedures.
 

hi ,

wat do u mean by "defaulted"..i have no idea about it ?

Can you please tell me what i need take care of , to avoid bad credit rating?

regards
vijay

Re: ntl complaints procedures.
 

It's a common misconception that once somebody at NTL or Moorcroft says "Oh that's ok, sorry about that" people think the whole affair is over with when in actual fact it isn't.

NTL will most probably have recorded a default against your name and address with one of the main credit reference agencies for non payment before they refer the debt to Moorcroft for collection. This default will stay on, and destroy, your credit file for up to six years.

If you have a genuine case of error on the part of NTL then you should ask them to write to the credit reference agencies (because they all share information) and instruct them to remove the default. You must insist on removal because them simply stating that a default has been "satisfied" or "settled" means that it remains on file.

You should write to them (recorded delivery to the Company Secretary at his home address) giving them 28 days to comply with your request and then you should request a copy of your credit file (you can bill NTL for this should you wish to do so) to ensure that it has been removed in its entirety.

If it hasn't been then you are within your rights to seek restitution from NTL for a contravention of the Data Protection Act in that they have willfully processed erroneous information.

Good luck.

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....

Re: ntl complaints procedures.
 

Just an update on my recent post. After sending a letter of complaint to the director of customer services at NTL, I got a phone call apologising profusely regarding my complaint (mainly being call a tw*t). I have been credited with £60 to my bill as well as 6-months half price broadband. The team leader for the calls department is personally going to visit the call centre responsible and issue a b*ll*cking to the customer services representative as well as personally investigating my complaint.

I call that somewhat of a result, even though it should never have come to this in the first place! The lady who called me (I won't divulge her name) was very helpful and if only all the NTL call centre staff could be like her, then half of their problems would go away! TAKE HEED ALL CUSTOMER SERVICES REPRESENTATIVES!!!

Re: ntl complaints procedures.
 

Nothing wrong at all, cableinfo has deleted his posts. BTW, 22954 is the thread number, 34158566 is the post number.

Re: ntl complaints procedures.
 

thanks paul.

good to hear wes.

Re: ntl complaints procedures.
 

I was wondering if anyone could give me some advice on the best form of action to take. Here is my story...
I signed up for NTL BB & talk weekend service at the beginning of October - The field sales man took my 1st monthly installment up front. I was told they would ring me the next day to arrange an installation date - which would for certain be before the end of October. I also mentioned at the time that I wanted the BB in my back bedroom - to which the field sales man said 'that's fine we can put it anywhere you want' - fine. The promised phone call never came.:( I waited 3 days and then rang the salesmans mobile number he didn't answer - I left a msg - he never replied:( . 3 more days passed - I rang again - this time someone else answered and told me 'he's away from his desk, he'll be back in five mins I will get him to call you staight back' he never did:o: . A week later I phoned again - no answer so I left another msg:( . 2 days later I received a text from him saying he'd got me an installation date of Nov.25.:( I texted straight back saying this wasn't acceptable. Within minutes he replied with a new date of Nov.9 -:) fine.

The men came and said on arrival 'So its TV & BB' - no phone & BB:mad:
They then said 'we can't put the phone line or the BB where I wanted them and should never have been told that I could:mad: , meaning I was going to have to buy a wireless router for my BB £40!:mad:

A day later after my BB password and username didn't work and a 40 minute phonecall on my mobile I finally got BB working:) . My phone line was still dead. I decided to ring my number and see what happened. A random woman answered. I rang NTL and asked what was happening (mobile again) they said they could see the fault and would send someone out the next day. To be fair he came bright and early and said 'so you've got a problem with your BB!' no my phone:( He cant fix the phone and the people that could don't work on Sundays! A full 6 days later my phone line finally got fixed and I was up and running (the 16th Nov) I then get a bank statement and NTL took their first payment on the 2nd Nov.:mad:

Please advise me if its worth complaing to them cos I am fuming and think that they, as a company, are absolutely horrendous and will certainly be getting anything other than recomendations from me!

Re: ntl complaints procedures.
 

Hi there namesake! I'm sorry to hear of this experience but it seems so common. I was one of these Sales Advisors until they made all of the SouthEast redundant! I always left my mobile number and even now I'm getting calls from customers who have not had their equipment installed correctly. Unfortunately, they told us how the installation procedure should work but I never got that much joy out of them, even when I got engineers names plus their bosses. I even had to cancel my parents installation due to incompetence all round. NTL are going to have to undergo major change now that Richard Branson has got the major share, that is why he has made door-knockers redundant. I do hope that you follow up the complaints procedure and put pen to paper. Without that they think that everything is rosy, which it isn't. Good luck to you all. I'm sticking with Sky (whom I hate, but there is no alternative yet), BT (they are a pain but you can get a deal out of them) and Tiscali (Broadband, no problems for 3 years).

Colin Ballard
Ex-NTL & British Gas Employee

Re: ntl complaints procedures.
 

Been a customer for years (Diamond Cable days) and mostly OK service with only a few gripes that were generally sorted out with a bit of patience.

However, in the last few weeks since the Digital TV channel revamp, I've had nothing but trouble with the service. Images blocking out & freezing, audio/video out of synch, every day at exactly 2pm the screen goes blank and can only be cured by changing channels and then changing back again, if I'm at home. (any preset recordings after this time result in a silent black screen), TV guide takes an age to update, VOD not updating, constant reboot of STB in order to try to rectify my problems, box updates just hanging the whole system.

I initially reported the problems some weeks ago and was told that an engineer would be out between 9 - 12 on a Saturday, waited in - no engineer, went to work Saturday PM only to find a card saying that I would be charged £10 because I wasn't in when he called, rescheduled eng visit having been told that the problems were probably due to my old PACE box & that a Samsung would cure these problems. Engineer duly arrived for the rescheduled visit (very polite gentleman) but swapped my original PACE box for another PACE box saying that he had no Samsung boxes with him. He checked all signals - OK, and over the next half hour or so all my channels arrived and were viewable - Hurrah! all my problems solved.

UNTIL

Next day at 2PM the screen went blank, audio/video out of synch etc. etc.

Again contacted CS, told that the earliest appointment that was suitable for me would be in ten days time (this Friday 24/11), booked the engineer, booked the time off work (loss of earnings) and was told that I would be compensated for the loss of service (I'd rather have a working telly though).

Yesterday (20/11) I had a message on my answermachine saying that my problems had been solved, and that I needed to take no further action (??) As I was listening to this message, I switched on the TV only to find a blank screen, and same again tonight. My system told me that there was an update for my STB which I applied, and as before the system hung. During this hang I once again contacted CS who advised me that this update should only take a few seconds to complete, so another STB reboot was required. During this reboot I confirmed with the CS that I would still be having an engineer visit this Friday, but was told that the appointment had been cancelled by NTL as my problems had been fixed.

As I am still exeriencing all of the problems I originally reported, I was told that I would have to wait another week before an appointment could be arranged that is suitable to me.

As this whole debacle has so far cost me three lots of time off work (all unpaid) I asked for a contact name so I could complain directly to someone in person rather than just to the Complaints Department in Manchester (previous correspondance to this general department has not even resulted in the courtesy of a reply) but was told that it was not possible to provide me with a specific name. I've tried using the complaints procedure on the website but eventually that just sends me back to the page with the CS 0845 number.

How do I get to speak directly to someone within NTL who will not only listen to my complaints, but also has the authority to initiate remedial action that will result in my receiving the service that I pay for ? (approx £80 pm for TV, BB & phone)

Sorry to bang on for so long about my problems, but short of kicking the cat up the a**e, I'm at a loss to know what to do next.

UPDATE 22/11

I again contacted NTL faults dept this morning (08:40), the advisor told me that he couldn't help me but , at my request, a manager would contact me within the hour - guarenteed. It is now 15:52........(fill in the blanks for yourselves!!)

Re: ntl complaints procedures.
 

I have ntl broadband and phone line. Phone has not worked since Dec 4th - incoming calls ring once then disappear: outgoing is just static/no dial tone. Called customer "service" number every day last week but never got through to person. Sent emails to the online customer "service", with only unhelpful automated responses to date. Have written cancelling phone account, but fully expect either no rerply or protracted nonsense. Has anyone had similar phone prob recently but got a result? Am in south east london area.

Re: ntl complaints procedures.
 

unfortunatly if you want it fixed you would have to report it to the faults department.

Re: ntl complaints procedures.
 

If you mean by phone then I['ve tried that. I have reported it by email and by letter, but no proper response. 10 days now and still no phone. Ntl have my mobile number and my email - they could and should contact me by now. Unless of course they really couldn't give a monkeys...!

Hope ntl shareholders are satisfied by their profits - its coming out of me having no phone.

Re: ntl complaints procedures.
 

Dose any one know the address of Richard Smith (Chairman) of NTL TELEWEST. If so please PM me.
Having just switched from BT to NTL what a mess, Sales giving misleading information.Customer Service (what's that!!) all hiding behind silly rules. Manages failing to return calls (That's no surprise) I could go on by I guess if you want to draw the bosses attention then Start at the Top and let it work down.

Someone said money had been taken from there account and not refunded.
Take out a County Court Action on line www.courtservice.gov.uk/mcol. Its simple its fast and gets results. I know I had the same problem with Talk Talk
(carphone warehouse) I issued the summons against the chairman and his chief accountant, the case didn't go to court, didn't want the publicity)
Paid in full with interest and court cost's

---------- Post added at 09:22 ---------- Previous post was at 09:15 ----------

Issue county court proceedings on line www.courtservice.gov.uk/mcol
for the return of any money taken from your account and breach of contract
(failing to provide a service that you have paid for) don't forget to add your cost's (time & money spent in contacting NTL) Keep records dates & times of your complaints and attach to the summons. Good luck it dose get results.

Re: ntl complaints procedures.
 

:mad: its sunday morning and after having the 1st ntl box put in i had 2 more since that nasty day i have had nothing but trouble 1 out of 3 boxes works the man came after several calls and told me the engerneer was at fault for not registering the cards so he spoke to his manager who told us it will be donr by 5pm well that was thursday i came to bed at 11pm to find i have no services in either bedroom and there is not anyway to contact any help as its out of hours and the email says not available and the online help is worse so
wheres the help for people who dont sleep who dont want to sit on hold all day to be cut of or given the run around..?
so far its been natioal problem (with all boxes that could make sense)
its a custmer servies fault (says faults) its faults (says custmer service) what happened to people who do what they say and phone you back as so far three have ment to..
im sure if i didnt pay my bill they would phone me up quick enough so how much should i pay for lack of services???

---------- Post added at 02:03 ---------- Previous post was at 01:58 ----------

:dunce:

Re: ntl complaints procedures.
 

Arrgh.

I wanted a direct debit date changing to the beginning of the month when I had the money in the relevent account to pay the bill (I'm not exactly well paid here)

A simple change that they were only too happy to make.

Except this is the 14th month running they have been unable to make that change. Every time I've asked, I been given a response something like:

"No sir, I don't know why that didn't work last month, but I've definitely made the change and it is effective now."

And nothing changed. NTL have made many, many agreements to take my money at the start of the month, (y'know when the cash is actually in that account) and have broken their word and tried bouncing my account many more times.

I've spent many hours on the phone and since the account goes overdrawn, and they are quick off the mark to actually disconnect despite the history, many days of no service. (Five full days to reconnect is the record so far) And have made many complaints.

In November, I found a customer service fellow who actually seemed to know the system and cancelled my exisiting Direct Debit agreement and set up a new one. He went a long way towards making up the goodwill lost.

Then last month, inconcievably, NTL ignored the active Direct Debit mandate and apparently tried to draw against the old one which *they* cancelled.

"Terribly sorry sir, but we've fixed it now."

This month, I was not surprised to find that they hadn't. I tried to sort this out again on Friday (Having just come back to the area after the holidays to find the bill) to find that 'the computers were down.' The next working day, the computers were apparently up for long enough to suspend me, (I was busy 'till late) and today, when I try to sort this out. Again, the computers are down.

This is the fourteen month and I'm fed up of having verbal complaints ignored and agreements dishonoured. I have no idea how something so simple can be dropped by the system repeatedly, and cause such horrendous problems. I'm stuck with NTL and only want this to work. I am absolutely at my wits end and have no recourse other than going the formal complaints route.

(Shrugs) I don't have much hope of them listening to a written complaint either. Wish me luck, folks. :mis:

-------(Update)-------------------------------

After phone call to attempt to get reconnection - No the systems aren't up yet.

And apparently it is my fault for not making payment. I tried to explain that with a direct diebit it is up to them to initiate the collection (and they aren't, as they seem to be using the DD agreement they cancelled.) but apparently that wasn't helpful and I could either listen to the customer service person tell me it's my fault or be hung up on.

Help.

Re: ntl complaints procedures.
 

Update:

After finding the Customer Retention number via a link from here, I found a (hopefully) switchced-on member of the Retention Team who could actually see that this was about to force me to leave NTL. It took her half an hour to find someone to help, but she did actually phone back as promised, and I was passed over to a clued-up sounding member of the credit control department.

Apparently, after last time there wern't any direct debit agreements on my account, cancelleted or otherwise. Say what?

Regardless, a Direct Debit mandate was set up (again) and the payment date is now roughtly when it was required. I'm promised written confirmation also.

The proof of this pudding will be on the 6th of February (To break the metaphor) and I have been promised all of this before, but I'm hoping the higher level of staff are able to make their changes stick.

Wish me luck, folks! ;)

Re: ntl complaints procedures.
 

Hi!

We have been overcharged over the past few months by NTL. My boyfriend holds a Broadband only subscription for which the monthly fee is set at £24.99.

Over the past 9 months, he has been overcharged on various occasions for various amonts, and he's now owed £131.40.

When this came to our attention, we called NTL Customer Service and asked for a refund. The Customer Service representative, responded that he would credit my BF's NTL account with the amount wrongly charged. We said we did not want him to credit Jay's NTL account but his Bank account. After all why should the money remain on NTL's account, when we're up to date with the payments? It's not exactly like the dollars are rolling in the household and we can afford to pay 5 months in advance...

The following day, we called again and found out (after 20 minutes waiting on hold) that Jay's NTL account had been credited with £105. Jay asked a manager to refund the money to his bank account but was told me that he'd need to go to his bank to get an authorisation form. He's got a very demanding 6 days a week job, and he cannot take time to 'pop' to the bank. And after all, shouldn't NTL be the ones running around to rectify their mistake?!

Additionally, I am not sure how the refund of £105 has been calculated, as the correct refund should have been £131.40, go figure!

We have been given no reason as to why these various amounts of money were debited from Jay's bank account in the first place and the only compensation Jay has been offered is a £20 credit note... to his NTL account!! The NTL customer representatives did not try to offer any alternative to refund the money, not even via a simple cheque. To top it all, I have just learnt that TV subscribers can get refunds from NTL directly on their bank accounts, but not internet subscribers, how absurd is this?!

In addition to this problem, when Jay signed up with NTL, he specifically asked if he could cancel at any time (knowing that he may not reside in the same place for a long time). The customer representative assured him that he could indeed cancel his contract whenever he wanted, without penalty. When a few months later, he asked to cancel his subscription, he was then told that he was tied up to a year contract. Sure enough, the conversation recordings are only used for training pruposes and never available when you really need them to prove your point. We didn't expect such methods from a company considered reputable.

And to top it all, we've had no internet connection for the past two days. I believe this is only fluke, but under the circumstances, it really is the cherry on the cake!!

It is so unfair to have to spend so much time and effort to get something back which was always yours in the first place and not being able to speak to someone who can understand our frustration and do something about it...

Re: ntl complaints procedures.
 

Latest news... Jay managed to speak to his bank, they've assured him that NTL needs no form to transfer some money back directly in his bank account. Who to believe?

Re: ntl complaints procedures.
 

And the saga continues. Although the Bank spoke to NTL direct, thru Jay's phone, assured them that they would not issue an indemnity form unless the error came from the bank, NTL still isn't prepared to transfer the money directly into the bank account. But they will send a cheque, which should take about 2 weeks to reach us. NTL assured Jason that January was not overcharged so they would send a cheque for £115, and refused to provide any compensation. This evening, back at the house, still no internet connection. A phone call to the technical staff finally let us know that Jay's account has been cancelled! Over the past two days, when we inquired about the lack of connection, we were told that the network was down in our area! Back on the phone with Customer services, apparently someone deleted some vital information about the modem, hence the lack of connection. The issue is now resolved, we're back online. We have now checked Jay's bank account and he was overcharged for January! NTL customer services, here we come again...:disturbd:

Re: ISP complaints procedures.
 

I agree with you, they do not have proper complaint procedures in place, I have been overcharged and told it will come off my next bill,and was informed by a manager last Friday they cannot credit my bank account back because I pay by d/d. When I asked for address for customer complaints I was given the customer services address to write to on the back of the bill. Hve been with Cable for 11years, but as their service is so awful I am thinkg of changing. Anyone think Virgin will be better?

Re: ISP complaints procedures.
 

surely the customer service adress is a complaints procedure? just because there isnt a specific department that is called, "complaints" doesnt mean there isnt a procedure in place when a customer has a grievance

Re: ntl complaints procedures.
 

if they answer the phone????

Re: ntl complaints procedures.
 

Ok What About Poeple Who Can Not Get A Dish This Unfair To Them In The Last Few Months We Had Three Name Change Ntl,ntl Telewest,now Virgin Media What It Go Be Next I Have My Phone Internet And Tv With Cable And I Pay For It . Now We Going To Pay Less Money A Month If There Do Not Let Us See The Channels I Think Not We Have The Same Money Alot This Like Kids In The Play Grond Grow Up And Think Of The People That Pay You Money The People Like Me And Other People Have Your Cable. So If Me To Get Sky I Have More As A Dish Is Not Aloud On The Place I Am So Would Give Up Cable And Have Sky Yes I Would But I Am Not Able To So I Keep All The Sky Channels
http://www.cableforum.co.uk/board/10...ser_online.gif http://www.cableforum.co.uk/board/10...reputation.gif vbrep_register("34230604") http://www.cableforum.co.uk/board/10...ons/report.gif

Re: ntl complaints procedures.
 

Does anyone have any methods that have proved at all useful for getting through to Virgin media, and making something happen?

I have phoned them an average of once a day for the last 2 1/2 weeks (including weekends). I have been promised call backs on at least 10 occasions, and have received only three of them.

I have sent two emails (which I suspect go to an account that no one reads-maybe they provide their own broadband services, so can't access their emails), and written one letter. I still do not have the services that i have been trying to get, and in fact have had my phone line cut off into the bargain.

Any advice about how to get something out of them would be hugely appreciated.

Thanks

Re: ntl complaints procedures.
 

Phone 01256 752000 and ask to speak to top level complaints

Re: ntl complaints procedures.
 

SimonB, you're a genius.

Re: ISP complaints procedures.
 

VM do have a complaints option on the "Contact Us" email part of their website. Unfortunately, they simply ignore any complaints using this route. I tried using it last week to complain about them not replying to a previous email. All I got was another useless acknowledgement promising that they would get in touch soon; this has been followed by a deafening silence.

You can also make a formal complaint to CS over the phone. I did this last night about the refusal to reply to emails and was faithfully promised that action would be taken. It's now over 24 hours later and not a dicky bird so far. I am not holding my breath.

However, I put the following questions to anyone out there.

1) Is there a formal VM complaints procedure?

2) If so, where can anyone readily obtain a copy of it?

3) If it exists does it lay out a definite sequence of steps, including estimated times of each step, that the complainant should follow. Also, does it say what further action can be taken by the complainant if deadlock between them and VM is reached.

If the answer is "no" to the above questions then, as far as I can see, VM do not have a complaints procedure in any normally accepted sense of the phrase.

Re: ntl complaints procedures.
 

[SIZE="7"]now virgin media have taken over its Customer Concern on 0845 650 3131 thay dont give this number out to every one!! ;)

---------- Post added at 22:01 ---------- Previous post was at 21:59 ----------



give that number a call mate

Re: ISP complaints procedures.
 

1) From what I`ve been told about the complaints procedure I believe it to be something like this...

E-mails are quickly read and then all non funny ones are deleted. These funny ones then compete for the 'funniest e-mail' competition which is held at the christmas party.

All letters sent to Richard Branson, the Managing Directors office, the Complaints Department, are all redirected to one building somewhere in the country. Where after being checked for bombs and other little nasties, about 1 in 10 is thrown straight in the bin so they can claim they never got it.

The letters are then all sent to India, where they are then scanned into a computer and attached to the relivant account. Then after the 10 days in which they promised to get back to you, someone finally reads the letter and responds in the manor they see fit.

2) These procedure can readily be found at Challenger Deep in the Marianas Trench, located in the Pacific.

3) Their is a time scale in place but it does not use days, it is measured in ice ages. Or 3 months which ever comes sooner. In the case of a deadlock it`s probably best to see an independant adjudicator and mabye get the lawers in.

Re: ntl complaints procedures.
 

Found this site by accident. Don’t waste your time trying to complain, get treated courteously, or get any kind of professional behaviour out of Telewest/NTL/Richard bloody Branson.

My broadband was next to unusable for 2 months, and my TV service for many months. When I complained politely to them, they put the phone down. Someone who identified himself as a manager tried VERY hard to persuade me to format my hard disk! All complaints were ignored.

I started writing to the CEO who, WEEKS later, would get one of his junior oiks to phone back. They were very polite but knew NOTHING whatever, and again tried to blame my PC. I am a computer engineer, and have at any one time several different PCs, with different operating systems and browsers at my disposal – but still, it HAD to be a problem with my PC.

After several weeks of being treated either with contempt or like a child, I got my MP involved. HE was treated with contempt too, and gave up. I wrote to Ofcom – they snootily told me they “didn't consider individual complaints”. I found various other regulatory bodes, and complained to them (ISP Association etc). All were arrogant and dismissive.

My MP wrote to the Minister for Communications – UTTERLY complacent, and made his response sound like he’d got something dirty in his hand by touching an e-mail from me.

The fact is, you have NO redress against this utter shower; they don’t give a toss about you, and neither do any of the other Fat Cat regulators etc.

Abandon them in droves, as I am about to do. The only thing Branson and his like understand is money – or the threat of losing it.

However, if you want to waste some of your time:

Mr Steve Birch
CEO
NTL/Telewest
National Customer Liaison Centre
Evolution House
1 Chippingham Street
Attercliffe
SHEFFIELD
S9 3SE

Re: ntl complaints procedures.
 

Here is the name and address of a contact i am dealing with at VM.

Ryan Pursey
Customer Loyalty & Resolution Manager
Virgin Media
PO Box 333
Matrix Court
SWANSEA
SA7 9BB

You never know he may be able to sort out your problems. I doubt it though if he is as much use as everyone else in VM's customer services.

Re: ntl complaints procedures.
 

The very same person who helped sort my own bill when i was overcharged by quite a large amount. He was polite,informative in his letters to me and above all understanding and managed to sort my overcharge simply and quickly. They still get my bill wrong every month and will no doubt have to go through it again but from my experience the man is a star.

Re: ntl complaints procedures.
 

I actually feel sorry for Customer Service staff because they are the Virgin Media cannon fodder sacrificed to the customer when things go wrong.

Many of the things that happen are not their fault and often the responses they give to you are from company policy scripts dictated from on high.

They are in a high pressure situation from justifiably irate customers on the one hand and policy-enforcing company managers on the other.The proverbial rock and a hard place.

Invariably when the company has to make cuts it is Customer Service staff who are among the first to go which adds additional stress.

The best route to go is to complain directly and regularly to those who make policy as it's very easy for them to be unaffected when others are in the firing line, but not quite the same when they are in your sights.

Re: ntl complaints procedures.
 

I agree with you NTL User that customer service staff do have a difficult and demanding job dealing with irate customers.

What annoys me is that in the 7 phone conversations I have had with customer service staff since January this year each person has told me that they have sorted out the error on the VM billing system and that I would be credited with the amount I have been over charged on my next statement. But guess what nothing has been done.

I have even had a letter from the Customer Loyalty & Resolution Manager saying that a member of his team will contact me within 15 days to sort out the problem. Here I am 21 days later and not a call from VM.

I am now well down the line of VM’s complaints procedure and if I don’t receive a call from VM within 14 days my Solicitor will be taking up my complaint.

Re: ntl complaints procedures.
 

I feel the biggest problem is, that customer care service has gone out the window as far as l am concerned, Vm/ Ntl/ Telwest whoever your with, they don't give a damn about customers, as they know that customers won't leave them, l can honestly say that with Sky, they can normally clear a problem within minutes, and they know what they are talking about.
If you contact VM, nine times out of ten, they will put the phone down on you, then they will pass you to someone else, then an engineer will come on the and tell you, what you already know,you switch off etc, l have a cable box at the end of my road, it has been OPEN for the past MONTH, an yet there has been cable vans down out road. I think it is about time VM put the customer first:)

Re: ntl complaints procedures.
 

Nine time out of ten is exsessive for any company. Doubt its that bad for customers. No major sized company puts customers first. They're running a business, not a personal service. They put shareholders and profits first.

Virgins policy is to put the staff first, keep them happy and the customers are which in turn makes profits and the shareholders running to the bank happy. Shame this hasn't filtered into the Virgin Media part of the Virgin Group :td:

Re: ntl complaints procedures.
 

Virgins policy is to put the staff first, keep them happy and the customers are which in turn makes profits and the shareholders running to the bank happy. Shame this hasn't filtered into the Virgin Media part of the Virgin Group.

I think the problem is that the staff at Virgin Media are probably the staff that were at NTL and still have the NTL mentality and not Virgin's.

Re: ntl complaints procedures.
 

I run a small little business, and l if ran VM and if l heard that customers were being treated in a poor manner, l would sack them, and l wouldn't hesitate, it is the customers, repeat CUSTOMERS, that pays the wages, without the customer, you would not have a business, and am totally gobsmacked that Sir Richard is allowing his famous logo ' VIRGIN ' being treated in such a manner, That is why he is prepared to sell his share, probabely he has had enough.:)

Re: ntl complaints procedures.
 

It's not a case of mentality, it's a case of same old same old. Informed that things will get better everytime there is a shake up. And it never gets any better at all. You are still treat in the same manner as before. Virgin Mobile staff would be shell shocked to see the way that ex ntl staff are still treated.

Re: ntl complaints procedures.
 

nfs

Sounds to me like you are one of the NTL empolyees who are now employed by VM. Surely if the conditions are that bad there is someone you can complain to.

I work for a national company and if we have issues that our line managers don't deal with we have an email address that goes directly to the chairman.

Re: ntl complaints procedures.
 

Hi
Well am I glad I found this forum. Since November 2006 I have been having a telephone/letter battle to get £30 paid back to us by NTL Freedom. We moved to Tiscali in Nov 06 as in our area NTl were not offering broadband. We have constantly telephoned them each time costing in the region of £2 as they kept us on hold (God am I sick of that stupid music they play when they have you on hold!). This is a long sage and finally I wrote a letter of complaint telling the whole story and each phone call and the name of the person I spoke to at that time...sending it by Recorded Delivery (more damned expense). I have still had no reply....I sent it in July giving them 21 days to respond...nothing...now we are in september. Come November 2007 we will have hit one year of trying to get this money back. I have been promised a cheque in the post in the next four days....then was told sorry this was a mistake a cheque will be in the post in 28 days.....
Im sick to death of it now....When I wrote I asked them to send me the £30 plus a goodwill gesture of at least £10 to reimburse me for all the telephone calls even though this amount is paltry it should really be in the region of £20.
What does it take to get our money back? Thanks Misty

Re: ntl complaints procedures.
 

Maybe an option to circumnavigate the numpty's and write a letter to:

Sir Richard Branson,
Virgin Management Limited,
120 Campden Hill Road,
London
W8 7AR

One would assume that Sir Richard would be somewhat concerned with any customer issues after all its his name that Group ntl are using.



…its just a thought

Re: ntl complaints procedures.
 

Virgin management ltd, manage virgin group's financial assets. They have nothing directly to do with virgin media.

Any letter that is adressed to RB, wont be opened by him, some PA etc would open it, if your lucky they may forward it to someone in virgin media, but i would suggest that the chances are it is likely to get lost somewhere

Re: ntl complaints procedures.
 

Apart from writing to Sir Richard Branson, How the hell do you actually get the message through to some of the retards in customer service that you had cancelled your contract for services in June of this year and would they please send me a sensible bill for the end of account closure.?
I`ve been involved in 15 `phone calls now and i`m still getting bills and letters threatening me with my services being removed,!!!!!!! Hello Virgin media!!!!!!!!!! My services were cancelled on the 20th of June 2007 at my request due to your incompetance.........................Please can we get this sorted before i come to your office.:sleep::confused::D Enough is enough.:rolleyes: Is there somebody in c/s with an IQ higher than a sock that can help me out please.?

Re: ntl complaints procedures.
 

today was my second installation date in week guess what noone turned up so phoned CS and they say that there system shows someone came at 2pm and no one was at home what a load of crap going to wait for couple of days and if not sorted going to move to BT i just had enough of VM

Re: ntl complaints procedures.
 

They do not respond to telephoone calls nor even to faxes.:angel::angel:

They have stolen my money, admit they owe it to me, but willl not send

it to me. I have been able to get to someone in the Chief Execs office but still

no results....:D:o::dozey:

Re: ntl complaints procedures.
 

bad customer services, i been with vm for over 3 years and in the last 4 months i seen in go into decline, mainly the bb, had big issues over my bill, customer services say they rectified the problem till the bill pops through the door, nothing changed.
i today gave them my 30days notice and will be glad to see the back of them,

Re: ntl complaints procedures.
 

NTL / Virgin Media are your worst nightmare when it comes to Customer Service, Installation, Billing etc. If you are thinking about signing on and you have heard some bad comments ... well heed them!!!!!!

Seriously, you will shorten your life by signing up to Virgin Media. The government should put a health warning on them, as I feel that smoking 20 a day can't be any worse than being a Virgin Media customer.

Don't be surprised when they continuously make mistakes ([insert own words here to express frustration and anger]), then turn round and start adding charges to your account due to their mistakes. When you argue with them about it, they will tell you how lucky you are that they have refunded the charges and how happy you should now be. No apologies that you have had to talk to the Philipines, India and then England for hours on end to get to this stage.... and the initial problem still exists.

You will be ready to commit suicide by the time your first 3 months is up, and then you realise that you still have another 9 months to go before you can escape their clutches... or pay £100+ to escape early.

Re: ntl complaints procedures.
 

Welcome, so whats actually happened, I never had a issue I pay by direct debit and have never missed a payment, would you be so kind to explain whats happen and not just have a rant.

Re: ntl complaints procedures.
 

yes of course I can give some details.

I signed up to Virgin and as part of the sign up I opted for Direct Debit and gave my details. There security questions always verified that I had signed up to pay by DD, but they had no DD details on the system. I received a late payment letter to which I called about and gave them my DD details again. Once agin they failed to collect, and so I gave them the DD details again. This happened again. I asked why they failed to set it up each time and no one could answer this. I asked if they wished me to re-check the details and the person said this would not be neccessary. My wife then started getting harrassing phone calls to say that I was not paying the Bill. They were charging me Late payment fees plus additional charges for NOT paying by DD etc. I wish to add that I am a Premier banking customer with more than sufficient funds to pay for my services.

Also, my installation went as follows:
- They did not bring a card during the install so no TV. They could not get the braodband working so no broadband. They did have the telephone working. It took a few days to get a card. It took about 5 hours of support calls over the next few days before I finally told them what was wrong with the broadband, and it was due to them not delivering all of the equipment. After a couple of weeks the telephone stopped working (but probably not their fault and engineer was very good). They tried to charge me £10 to send me out the equipment that they did not bring out the first time. I was later told how lucky I was that they refuned the fees for not having service and delivery charges (see above) etc.

I only want an easy life, and Virgin is far from this ideal. They are definitley OUT as soon as the contract is up.

If one person reads this and decides to go elsewhere, I feel that I have saved them a LOT of agro.

The strange thing is ... their equipment works quite well, they just have exceptionally lousy people / service. Perhaps during this economic down turn they will be able to off load these people and restock with some quality staff.

Re: ntl complaints procedures.
 

Hard to believe?? Customer Services from the dark ages!!

When I Requested how to make a complaint I was told to go on line.Its almost impossible and not exactly user friendly.

Presently awaiting two management callbacks- One promised within the hour!!!! Last night
was without internet for nearly 12 weeks until I employed an IT engineer who immediately diagnoised a an cable link problem!!!

I have been told that unless you continue to contact NTL will assume its been fixed.

Equally with my TV freezing. Although in this case I was deducted 50% of the cost after telling them I had got through half of the film. Almost laughable

Does anyone know a number I can call where it is possible to speak with a manager who has some authority to make a co-ordinated and rational response to problems!!!!

Many thanks

Re: ntl complaints procedures.
 

:welcome: to Cable Forum :tu:

You've bumped a fairly old thread. It's not clear from your post what the current issue of concern is - a broadband fault which occured way back when, or a TV freexing issue, or is this something new that you were trying to get a call back on.

Often you get more sense from Virgin Media if you contact during the day rather than evenings. Daytimes there are some UK based call centres instead of Indian support, the latter of which are often found wanting.

Re: ntl complaints procedures.
 

Thanks for the advice.Will give it a bash

Head and brick wall are words that spring to mind.

Cheers