Re: NTL Customer Services: Your personal experience
 

Yes, I waited for over an hour on the Powergen customer 'help' line last week, onlt to be told that the department I needed had closed 10 mins ago.....:afire:
Never had to wait anything like as long as that for ntl - but then, perhaps I've been lucky. ;)

Re: NTL Customer Services: Your personal experience
 

I tend to terminate the calls to NTL after waiting for over an hour. Life is too short to find out what is the longest call waiting time to contact NTL.

Re: NTL Customer Services: Your personal experience
 

yes i have had to contact powergen before, and they were awful

singlepoint 4u...worse

nhs direct....worse

when i was in leeds, we got awfully frustrated because our BB kept dropping, we called up cs/ts whatever and they sent someone straight round, and the guy who came round was lovely....even made him a cuppa.....unfortunately the BB still wasn't working, and cs were great they apologised and sent someone round again.......but the point is, they sorted out the problem, fast and effectively and we didnt have a problem again for the next year and a half (until we moved out)

Re: NTL Customer Services: Your personal experience
 

Well thank goodness for cordless phones so I can get on with other stuff while waiting for the various CS to answer! :D

Re: NTL Customer Services: Your personal experience
 

I used to work off the other side of Borough High St - where it becomes SE1 - a tea factory, in fact, a holiday job while attending "South Bank University" - or South Bank Polytechnic, as it was.

Supermarkets are taking over the world? - well they are close to ruling the UK? - another thread?

Re: NTL Customer Services: Your personal experience
 

Funny enough, I used to work in Borough High Street.

Re: NTL Customer Services: Your personal experience
 

I think the next cordless phone I buy will have a speaker phone. At least it will save the neck ache. :D :D :D

Re: NTL Customer Services: Your personal experience
 

hey I may have seen you at London Bridge station - you can be a nice person UDT - even if we are massively off topic - I have to say that. - Your reply to Chimaera re the phone was ok, also.

can we "build some bridges, here" - why not apply to ntl.info for an editor account - an article by you on your problems - and any solutions, might benefit other users?

Re: NTL Customer Services: Your personal experience
 

I am nice person, but this does not extend to NTL.

[Admin edit - offensive remarks removed]

Re: NTL Customer Services: Your personal experience
 

UDT - if I see one more remark like that we will take further action.

Re: NTL Customer Services: Your personal experience
 

You do sound it in PMs...

D'ya know, the scary thing is, we could all have seen each other at London Bridge. Having said that, I worked in Bermondsey about 11 years ago, so probably not.

Re: NTL Customer Services: Your personal experience
 

Well, rang CS last night to reduce TV package ... straight through ... guy was really helpful ... sorted it in less than 10 mins ..

:tu:

Re: NTL Customer Services: Your personal experience
 

My cordless phone has a speaker, but the handset's battery life is only about 60mins when used this way. More than once I have completely flattened the battery waiting for NTL to answer the phone ... :rofl:

Actually in recent months my need to phone CS has dropped as their service to me has improved, and when I have called for any reason their response times appear to have improved.

Re: NTL Customer Services: Your personal experience
 

Double standards. It is OK for other people to remark about hating me and I can't. I can't see how that remark could ever be considered as offensive.

Re: NTL Customer Services: Your personal experience
 

I've re-opened the poll for another week just incase anyone who hasn't had a chance to vote yet. ;)

Re: NTL Customer Services: Your personal experience
 

Unfortunately, when NTL too over CWC, I've gave NTL a honeymoon period of 12 months until my patience wore thin. I tend to get on well with organisations which are customer focused. I'm afraid, NTL are definitely not in that category. They're probably the worst organisation I ever known.

Censorship is so bad that I can't even use the word hate with NTL.

London Bridge is a very busy station, so there is a very small chance we would see each other.

Re: NTL Customer Services: Your personal experience
 

Thanks doc. I think I set it up for 2 weeks initially ... I can't believe the thread's still going strong! I guess it's a topic dear to our hearts. :)

Re: NTL Customer Services: Your personal experience
 

Absolutely, if the customer services weren't so bad we wouldn't be talking about them.

Re: NTL Customer Services: Your personal experience
 

the topic is 'personal experience' of those services - and you are right - without the bad experience, we wouldn't have a "value system", at all.:shrug:

Re: NTL Customer Services: Your personal experience
 

Well to get back to the facts of the vote, the majority seem to think they are generally ok or better, the majoriy of the rest seem neutral as they voted 50/50 - in fact UDT you voted 50/50.

As for hating NTL, that is not what you actually said. Attacking a company is not the same as attacking all it's employees.

If you said you hated experian (and many do !) I would be saddened by your narrow view of life but not offended. If you said you hated all experian employees because you happened to have had bad service from a few then I would be very offended.

Re: NTL Customer Services: Your personal experience
 

I knew some person would tell me I voted hit n miss. I took the view that if they can get their names right then it is a hit. It would be most unfair if I asked them to give me the sort of services BT gives to me.

As to the voting, I shall keep my opinions to myself up until the polls closes.

And to your reply 'for hating NTL and their employees' , I can't of any reasons why I should like NTL or their employees. Can you think of any reasons why I should?

Re: NTL Customer Services: Your personal experience
 

Don't lets go down this road again.... Can't we stop personal NTL employee stuff.

UDT - you don't know the NTL employess individually, and cannot comment on whether you can like them or not.

From a professional point of view, you can comment - on how they handle your comment/grievance at any particular time. But even that, with you, is very biased.

Re: NTL Customer Services: Your personal experience
 

Here we go again... :rolleyes:

Re: NTL Customer Services: Your personal experience
 

UDT, I have no problem with you whinging and moaning about the Customer Service that you receive from NTL, you have issues with them and you are obviously unhappy with the level of knowledge.

This I can understand ... but generalisations are unfair, this is your experience, and your experience only. As has been shown by the poll (ignoring you vote) most (appox 60%) are happy with the level of sevice recieved.

I cannot see anyone else expecting the kind of level of satisfaction that you seem to strive for.

Please can you explain precisely what problems you have, so that people here can try to understand why you demand such high expectations.

In reality, you appear to be the only one to pursue NTL with such a passion.

Re: NTL Customer Services: Your personal experience
 

Actually I don't see why UDT and Erol don't combine forces - seriously.

Re: NTL Customer Services: Your personal experience
 

Thats the one of the things about you i do like you come up with good ideas
Heres a new name idea

eroludtz

Re: NTL Customer Services: Your personal experience
 

I can think of a better name ..... no, on second thoughts, I'd better not go there ........ :erm:

Re: NTL Customer Services: Your personal experience
 

I have a lot of respect for Erol and his organisation, CUT. They have achieved far more than what nthw.com or nthw.co.uk combined have for the benefit of consumers. Nthw.com had made their name by being a place to rant against ntl, but that's it really. They can only deal with simple enquiries like billings or failed engineer appointments or the usual short comings of ntl CS, put anything complex like broadband in London, the Cap or the dodgie email system - you can be sure there have been no measurable impression by nthw.com or nthw.co.uk at all. If I'm wrong, though unlikely, perhaps the mods on this site would care to point out their influence over NTL. If the sacking of Frank, of nthw.com fame, is anything to go by then I would deduce, nthw.com or nthw.co.uk, have no influence whatsoever. In the case of nthw.com, not even on their own website.

nthw.com or nthw.co.uk have failed to become a site with real consumer power to lobby NTL to make major changes for the benefit of consumers. The sites have weaken themselves by bending over backwards to accommodate NTL employees. I have heard unrest from genuine NTL customers dismayed by the public rebuking from the mods, double standards moderation. Some have been put off from posting. While there are 20,000 or so NTL employees, there are over 1.8m NTL customers. It does not take much thinking to target the 1.8m customers in order for these sites to become a major force. There is little point in bending over backwards to accommodate ntl employees. At least Erol have the necessary tools to influence telecom companies, it is a sad fact that nthw.com or nthw.co.uk cannot do likewise.

Re: NTL Customer Services: Your personal experience
 

Wish I hadn't opened my mouth now :cry: :D

Re: NTL Customer Services: Your personal experience
 

that has not stopped you before :p

Re: NTL Customer Services: Your personal experience
 

My Broadband internet went down yesterday at about 2pm, so I contacted NTL and was told that they were conducting essential maintenance and it would be working by 4pm. Lo and behold at 4pm the internet was not working still infact it was not working until 2pm today when I rang up customer service again.
I went through the menu system, selected the correct options, set-top box etc. and then sat in queue for 20 mins before being answered. I told the guy on the other end what was happening and told him the error out of the event log on the box. At this point he admitted to having no knowledge of set-top boxes but said he would try to send a signal to the box. On the first attempt he told me he could not reach it.
THEN on the second attempt he got a connection and suddenly the connection was working again.
He told me he didn't not know what had been wrong and in an amused voice told me that if I had waitied two more minutes instead of waiting in a queue for 20 mins the set-top box would have fixed itself. It was so obvious that he had fixed it somehow but he insisted that all he had done is sent a test signal. I know he fixed it but I hate being treated like an idiot by these people and patronised.

I Apologise for the long story but I had to get the anger off my chest somehow.

NTL customer service sucks! (No offence to anyone who works there that is good at their job but I always seem to end up with the ones who knows nothing and are smart asses)

There, Rant over!!

Re: NTL Customer Services: Your personal experience
 

Well, I'm too late to vote on the poll, but I would have said 50/50 - I've only been with NTL for a couple of months, and have got digital TV, phone and BB.

On the whole, the service has been pretty reliable ...just a couple of occaisions when the BB has gone a bit haywire, but in all fairness, these have not always been NTL's fault (ie, the French undersea transatlantic cable that got damaged last month, etc...)

The only gripe is that it took them an extremely long time to install everything - I mean the delay between ordering (and paying!) and the engineer visiting to hook everything up. What made it even worse is that they told me they would arrive on one day, but turned up a week later. When I phoned their CS, they swore that they had always said they would come on the following week. However, the day before they finally came, I received a letter welcoming me to NTL, which said my Go-Live date was the previous week!

...they also 'forgot' to switch over my phone from BT, which required me having to phone and moan at 'em.

...plus I always have to wait at least 20 mins to get through to anybody. Bit annoying.

Oh, and I'm in Wiltshire, and don't work for NTL ;)

Re: NTL Customer Services: Your personal experience
 

We have had an influx of new registrations I'll open up the poll for another two weeks, see if we can get some more votes in. Feel free to cast your vote now GDW1975. :)

BTW... Welcome to nthellworld.co.uk :welcome:

Re: NTL Customer Services: Your personal experience
 

Well I had trouble with my STB a few days ago. The network part stopped working. First of all it suddenly rebooted itself and then stopped working. Tv alright but no interactive content and no broadband 600K.
Rang up CS about 10 mins on phone. They said an engineer would be round the next morning. The same evening I received a call from an engineer saying they could fix it from outside. Something broke in one of their cabinets down the road. About 2 hrs after I rang, the STB middle light came on steady. Been steady ever since. The engineer rang again a few mins after the light came on. He said is everything all working now. I said yes. Working perfectly. Thanks I said. He said no problem. We won't need to come round tomorrow. I said thanks again. And that was it.
So NTL to me were very efficient. Not always the case to some people. LOL

Re: NTL Customer Services: Your personal experience
 

Ntl London have drove me crazy after been a customer from 3 years subscribed with two set top boxes 2 phone lines and 1mb inet connection I have had nothing but hell :afire: in 2003 76 Faults enginners came to my house to repair a series of faults that require a cable re pull been done yet i think not My faults are as follow Pre and post RS Errors every day no SNR Signal Cm broadcast rainging fail, cm unicast rainging fails, cant get upstream lock, cant get downstream lock, My broadband connection only works for about four hours as the 2nd green light always flashes. I also believe Ntl dont have a set top box in the whole of the UK that works i ve had 13 this year alone. Onto the digital tv not worth a w*nk cant even watch 2 minutes of it without the picture freezing and then the screen going black. Every time i call cutomer services they refuse to send a install team and want to send out another faults technican to say you need a re pull. My telephone line often get disconnected as well when a new customer joins ntl they have a habit of cutting my phone line off and giving next door my line and number!!! Why i asked and was told the enginner could not be bothered to pull a new line so gave next door yours ALL IN ALL NEVER GO WITH NTL FOR ANYTHING

Re: NTL Customer Services: Your personal experience
 

Rang ntl Tech in Wales today,was only on the phone 10mins in total :Yikes: That is a great time :wavey: was told I need a new Armpit(modem) :cry: will have to wait till ntl rings with time and date,so was bored :scratch: throught go on hthell to post this,as I am waiting :Yikes:

Re: NTL Customer Services: Your personal experience
 

1 x Telco 1 X BB 1 X DTV

Had various problems when getting rid of the phone line. called cs waited 10 - 20 mins then asked to cnacel they said fine it will be 30 days from this date etc..

39 days later still connected so ended up disc'ing it from the switch my self and then moaning at cs..

b4 i worked for them when it was cabletel had various problems with billing etc

apart from that cs are improving, they dont have any easy job. ill give them 50/50

ps i know i am an employee but we even still have problems

Re: NTL Customer Services: Your personal experience
 

Suppose I'm lucky cos if I need anything sorting I can ask one of my colleagues to help. However when I first had NTL installed I had a repeat interactive fault that I kept ringing about but nothing was done. In the end I lost my rag a bit and said it was poor they couldn't even sort out a member of staff, had an engineer round the next morning and no problems since.

Re: NTL Customer Services: Your personal experience
 

I'll give NTL's CS a 0 out of 10000000000 on account of them (in my experience) totally manking up every single thing I've ever asked of them.

Re: NTL Customer Services: Your personal experience
 

Well I've just been very unimpressed with CS.

Yesterday evening my BB and TV service died. The BB came back after a little while, but not TV (It's still not working as of 12:30 2/1/04)

So I tried to phone up to report the fault, only to be told that "We're closed on New Year's Day!"

Ye gods, what are they playing at? That's about as sensible as a restaurant closing for lunch! :(

At least today I got a recorded message saying "we're having problems with TV in the PO1 area" (except I'm in PO5!) but after 10 minutes of being told "our staff *really* want to deal with your problem" I got fed up and hung up.

Re: NTL Customer Services: Your personal experience
 

I have just spoken to someone who deals with that area for you and the wait for faults is between 5 - 10 mins. I have pm'd you!!

Re: NTL Customer Services: Your personal experience
 

Thanks for that.

I finally got in touch with them just before 6:30 after holding for five minutes only to be told "to save you holding any longer, we'll take your number and call you back!"

So eventually they did, an hour and a half later!

Unfortunately they say they have to send an engineer out, but they can't send one until *Monday*!

Oh well, at least the broadband is still working.

Re: NTL Customer Services: Your personal experience
 

CS called me back 4 mins later :waving: that was a first,thanks lads

Re: NTL Customer Services: Your personal experience
 

A follow up to my previous message.

The engineer turned up this morning. First of all I was rather worried when he said "our computers are down", but fortunately he was able to phone up and get someone to send a "hit" to the box that reset it so it worked again.

I mentioned that someone had tried that before, to which he replied "oh, our system is better for this".

So the next question is, if he could do it whilst phoning up from my place, why the *HELL* couldn't they have done that on *FRIDAY* when I phoned up so I wouldn't have been without my cable channels for almost four days?? :mad:

Re: NTL Customer Services: Your personal experience
 

I would just like to thank you all for the best thread I have ever read. It kept me amused for hours :) :) :) :) :) :) :) :) :) :) :) :)

I only had a few long waits on the phone but my BB service has been naf for over 7 months. NTL have naver managed to fix this. I have to change proxy constantly to get any kind of web browsing.

I will have to vote 20/80

Re: NTL Customer Services: Your personal experience
 

Can any of the MODs explain why there is a blank page 24 on this topic, it has been for the last few posts now!

Re: NTL Customer Services: Your personal experience
 

Oh - by posting that I've now put a post in that blank page.

I'm wondering whether a new blank page will be created when we get close to the next page threshhold?

Re: NTL Customer Services: Your personal experience
 

Seeing as it doesn't look like .com's coming back :( I've decided to register here.

Not quite sure what to vote for, but probably 50/50. Most of the time I find you get through to helpful staff, I've only had to hold maybe 3 times but not for too long, but when you get through to the staff, even the helpful ones, a lot of them can't be bothered to make a note of things on their computer, even though you hear the faint clackety-clack of the keyboards...

I've tried reporting a brown CATV cabinet outside that's been open for a while, even left messages about it on .com, and nothing has been done about it...

Then what happened today was a big shambles. We had an engineer booked for a morning appointment - he turned up at 1PM! Asked him to divert 2 of the 4 extensions we have to an existing extension, he diverts one of them and then leaves without really explaining why he'd only done 1...

So on to "helpful" chap at CS, 3 engineers come round this time, unfortunately just as it gets dark... We explain what we want done and are told that this was not what was passed on to the engineers, so we sit and go through it again... engineer says OK and admits it was not what had been passed on to them, unfortunately though as there are "too many lines" that need work done to them it's too dark to work, so they all go off - hopefully to return tomorrow with the correct information!

We even said we were thinking of getting on to Aizad as he is a very good friend and ex-neighbour of ours...

The sooner we move out of London and down to our humble abode in Devon the better, hopefully a much better service from BT & Sky!

Re: NTL Customer Services: Your personal experience
 

Hi James, & welcome to the site. :)

Re: NTL Customer Services: Your personal experience
 

Hi James, Welcome to the site :wavey:

I have re-opened up the poll so new members to the site can register their vote.

Re: NTL Customer Services: Your personal experience
 

well you can have a look at my dealing with the customer services in the billing section I do really feel that NTL need to get the acted to gether and start training and making sure that there customer service people are doing the job corrected from the start it should never take more than 1 phone call to them to resovle a problem and I do not like this only one person can deal with this problem sir I will have to put you across why can't it be a generic call centre so it dose not matter who you speak to they can deal with it there and then after 4years NTL customer and 2years CWC and I'm disapointed that I have had to leave NTL from the messing around that I have got from them in the last 6months so much for them improving the serivces for exsisting customers don't it ??? but hey do these people take notice or even care like **** do they as long as they suck that money from your account they don't give a flying **** at all what service they pump out these days, well like I have said this before NTL need to pull there fingers out the bum holes and start taking care of your customers abit better

Re: NTL Customer Services: Your personal experience
 

Hi Neil & Dr Plummer (Dr P, thanks for sorting out my registration prob, BTW)

chris2003, I agree with you... with NTL, and maybe a few other companies its always "Oh, sorry sir, can't do that"... Why can't they tell us something they CAN do, and even better would be something they WILL do!

Re: NTL Customer Services: Your personal experience
 

What you need to remember about NTL is that they will always do what they want to do. Yeah sure, they'll bring in customers to ask for opinions, but unless these views mirror their own, nothing will change. While I was on the admin team at .com (and I'm sure after I left) we threw numerous ideas at them, not just from ourselves but from people on the site. OK, it's possible all the ideas we presented them with were pants but look at it this way - show me one idea NTL took from listening to someone who proved them wrong.

Re: NTL Customer Services: Your personal experience
 

Just wondering what NTL will have to say when we call with the obligatory months notice to cancel before we move in July... They'll probably try and give us some special offer even when we explain we are moving to an area of the UK that doesn't have cable facilities (Can't even get broadband from BT in the area at the moment!)

Just as long as someone comes to pick up the STB and disconnect the phone lines before we move, otherwise I will ask the removal men to run over the STB with their van (can't do much about the phones!)

Maybe NTL should've stuck to something they're good at - looking after the UK's transmitters!

Re: NTL Customer Services: Your personal experience
 

:confused: they still do!! ?

edit - ps, did you know that in the t&c's, you're supposed to take the stb back to your nearest off! :eek:

http://www.ntlhome.com/terms/

Re: NTL Customer Services: Your personal experience
 

Well that's great... as my nearest NTL office would be the one in The Vale... but it always looks very closed to me... not as busy as it was back in the old Videotron days!

And the other problem is, the last time I looked there were NTL notices on the door saying "Please do not bring your old equipment here"... so here's hoping that someone turns up to disconnect us when we move in a few months... otherwise its back to the idea of the STB and other bits ending up underneath the removals van!

Re: NTL Customer Services: Your personal experience
 

I wouldn't. You may find they send you the bill for the STB!

Re: NTL Customer Services: Your personal experience
 

Well I see UDT is still spouting the same crap, so nothing new there then! Just like the old times!

Re: NTL Customer Services: Your personal experience
 

l'm moving house in a few days and ntl had to send a wayleave form(removes liability for phone bills from landlord) to my new landlord.

My landlord posted the form back to ntl on Monday and ntl rang me Wednesday morning and had an installation date at my new address for the day after l moved in(1 week later). All l had to do was take my old modem with me, so that's fine as far l'm concerned.

The only time l had any hassle was when l had the broadband modem installed at my present address, l never received any info pack and l had to go through tech support to setup my account(problem of ntl misspelling my name and pin numbers required) they talked me through it and it was sorted in a few minutes.

All the installation of phones and broadband has been free, if it wasn't l would struggle to pay for installation, BT originally wanted £116 to put a phone line in so stuff them.
No doubt ntl have problems but most companies large or small do in my experience, the main point for me is if the problems are resolved and reasonably quickly.

Re: NTL Customer Services: Your personal experience
 

Long thread But good reading, In all the time i have been with NTL (was Diamond Cable) I must be among the fortunate ones, Whenever i have had problems with my Modem i have rung up and it has been sorted quickly, politely and professionally. The only time it wasn't sorted was when the router i was on was oversubscribed and my connection was diabolical. and a very polite lady from cs arranged for my bill to be ammended because of the problems i was having, she managed to arrange it so i did not pay a penny untill my problem was sorted out to and wait for it MY SATISFACTION,
first class service, unfortunately cannot for the life of me remeber the ladys name but she is a credit to NTL.

Re: NTL Customer Services: Your personal experience
 

Re: NTL Customer Services: Your personal experience
 

well, just to remind you guys i work for ntl tech support - so if you have any issues with your bb (esp via STB) give us a shout and ill see what i can do for ya if you aint fussed about talking to CS about it ok? :)

Re: NTL Customer Services: Your personal experience
 

I must say I called Customer Sevices at Luton last week both calls answered within 30 seconds of navigating the VRU. First CSR a little accusatory but helpful, the second also good.

Reminds me to bump that post, I think it got lost in the noise last week.

Re: NTL Customer Services: Your personal experience
 

Hi!

I'm a new member with a massive problem with NTL that's been going on since 7th January that hasn't been resolved yet. Their customer service is nothing short of pathetic IMO. I'll post the details as soon as I get the obscenities out ...

Cheers,
Steve

Re: NTL Customer Services: Your personal experience
 

:welcome: Welcome to nthw steve

Re: NTL Customer Services: Your personal experience
 

:welcome: to the site m8 - tell us about it and you will feel better :D

Re: NTL Customer Services: Your personal experience
 

Welcome Steve :D we all have probs with NTL from time to time,but most are not as bad as you think,so share with us,someone might be able to help

Re: NTL Customer Services: Your personal experience
 

Hi Everyone,
I am not new as i was a member of the previous ntlhell:world and i just found this new up and running forum.I have been with ntl for 4 years now and in the early days the customer service was outstanding,but now its gone down hill big time and to be honest i dont think the staff are trained very well.I have been always happy with the full package i have received from ntl..I have full family pack..telephone..Broadband 600k..No problems what so ever until now..THe very 1st set top box we had went dead,after 4 years,its understanding and you cant complain.

Then last December we had a 2nd one installed and had massive problems with the signal like half the time it was fuzzy..I phoned customer service up just before xmas to ask if someone could come out and sort the signal out or if it was a fault to replace the box..The guy on the phone told me it would be £50 to get someone out?

I was really ****ed off as i said this was wrong and that a call out should be free with no expence..But he kept saying that it may not be the box but the fact that i have not tuned the television?.In other words,he was trying to make me look thick..He then said if it is the box he would cancal the £50 charge. £50 is a lot of money for me,so i left it and for about 5 weeks we had no television to watch apart from the bedroom

I then rang customer service telling them i wanted to cancal the service and why..The guy i had spoken to then was excellent and was shocked to hear what was said to me and that this was not right and that he was going to look into this for me and at the same time i had a discount..He then got someone else out with a 3rd box without charge..A day after having the 3rd box,problems again

The channels had taking ages to come up and when they did the picture froze..The only way i could deal with this is channel hopping and turning for from the wall if that did not work even if it meant only 15 minutes of viewing

I phoned customer service tech this time and even though i knew it was a fault with the box asked me to go thru the whole process of checking the wires just in case any where lose.The guy went thru stages to find out what else it could have been.

Then he was becoming upset and saying it was taking long time for me to understand what he was talking about so in the end i put the phone down after telling me that it does take time for channels to come up..Today i phone customer service up again and beyond belive i had someone with common sence who knew what the problem was and someone is coming out Tuesday to replace this 3rd box as it was a fault.

I have now cancelled ntl from March 20th as i have had enough of ntl and wish i never came across them because i have even been having problems with my broadband service when i keep being asked if i want to work on line or off line..My wife phone up customer service..Got it put right and again its still going on..and no we not on dail up

I told ntl that at the end of march my wife and myself are having a trail seperation..I told nlt who seamed desperate to keep me on as a customer and asked me if i would have their services again when i moved,their even asked if my wife will take the service up again.

Sounds like their want money from the both of us.When i move and if my new landlord say its ok to have sky i will go for sky as i never here of any complaints..And i think ntl is expensive for what it offers..If i cant have sky.t be preview or sadly ntl..But this time it be the base pack..

Admin Edit: P..P..P..Paragraphs...:Yikes:

Re: NTL Customer Services: Your personal experience
 

I must say that I've had nothing but praise for customer services for me. The broadband was not working very well over the last week. Finally came down to the STB. Called CS and got through pretty quickly. They sent a engineer the next morning. Fixed the STB and checked my computer for the broadband connection. It's been working great now. On 600K. I've been with NTL since Nynex days. About 10 years. And have had not much trouble with the service since those days. :)

Re: NTL Customer Services: Your personal experience
 

I have to say that my experience is clouded by having to write to the MD to get problems resolved soon after joining. Since then I have had occasions where I had to call and waited for 10 minutes for a reply. The last time they answered within a few minutes and were helpful.

Re: NTL Customer Services: Your personal experience
 

Well I thought all was going well with NTL customer services (after lots of problems when initially installed 18months ago), had extra services added to my phone lines 3 days ok, no problems, call to CS was answered immediately after I had negotiated the options, everything was live and working within 2hours.

I thought, Wow, NTL have sorted themselves out. I expected weeks of phoning back to sort things out. (but then I haven't got the bills yet!)

I should have known better.

Today my phone lines are all dead.
The "little green box" which is outside my neighbours house has been vandalised (luckily my BB and TV still work). Had a look for my phone cables in the remains of the box, and found some cables not connected to anything, but near to what I assume is the telephone lines connection block. (I work in IT, and do my own cabling so I've got a fairly good idea what I'm looking for)

Rang NTL - they are adamant that the fault is in my premises.
They said "If the box has been vandalised then everyone's connections would be dead, and my BB and TV wouldn't work". They wouldn't accept that the BB and TV come in on a different cable to the phones.

It will be a 2 week wait for them to repair the "little green box", or I can have an engineer come and "check the cabling in my premises for faults" on Monday. Having asked the CSR why I should loose a days wages because their box has been vandalised I was told that this was the only way to get an engineer and I had agreed to this in the terms in conditions contract. (What contract? - but I won't go there!)

If I'm not here when the engineer calls - they will apparently bill my account for £50. If they find a fault in my cabling they will bill me £50. If they find a fault in the "little green box", they will pass the call on to the relevant dept to fix. So that'll be the 2 weeks wait for the box to be fixed (which will no doubt turn into 2-3months).

So I spoke to the CSR's supervisor and asked if they don't find a fault in my premises can I charge them for lost earnings for something that wasn't my fault - but theirs. Of course I got the answer I expected!

So can I get a refund was telephone services that were not available for 2 weeks while I wait for the box to be fixed. NO! Not unless I report it as a fault and allow NTL access to my premises to check my cabling!

I ended up having to agree for an engineer to come on Monday morning, and i'll be spending my morning trying to get in touch with the relevant director for my area (which I have just found thanks to NtHell).

Re: NTL Customer Services: Your personal experience
 

Another case of bad service from NTL..Phone up and tell them you what to cancal your service,their soon give you good service and even a discount like i had,because when you phone up and say why you want to cancal,this is taking all into account..NTL do try and make out that the customers are dumb and dont have a clue what their talking about..I think their forget its our money that keeps them in a full time Job:mad:

Re: NTL Customer Services: Your personal experience
 

well, i've been an NTL / CWC customer for about 5 years or so, and although CWC used to be a pain to get through to (and also in the early days of ntl), sometimes waiting 45 mins plus. For the last 3 years or so, I've never waited more than a few minutes to get through, and the last two times i've called them, i've got through within seconds of going through the push button bit.

Any problems I've had with STB's, after calling up, i've been offered an engineer visit the next day, and when he's turned up (on time), have spotted the problem and sorted it there and then.

I did have to have a STB replaced twice, as the one they put in was showing just a blank screen on some channels, but to be fair, you can't really expect the engineer to go through every channel and make sure its working - when he was here, the freebie channels were on, but my channel packs hadn't been switched on yet.

As for BB, I was the first install in Sunderland for the trial, and when they came to install it, well, lets just say they turned up en mass - 3 ntl vans, 2 ntl cars, and a manager in his car - god knows what the neighbours thought !! I've only had a couple of problems with the BB, one was down to a faulty STB, and the other was problems with the proxies.

On the whole, they get the :tu: from me

And no, i don't work for them !

Re: NTL Customer Services: Your personal experience
 

Okay, here we go!

I have already written to ntl:home's managing director to make serious complaints about NTL's appalling customer service.
Several phone calls have been made over the period of 22nd January to 2nd February and I still have not had any satisfaction whatsoever. I believe I have spoken to just about everyone on their staff now and had to explain the problem every time. I eventually got the name of someone I could stay with so I could ask for him by name every time I rang the Customer Service department. I was told that he would ring me back. I tried that three times. He never rang back on the number I gave him.

Okay, the problem itself.

The facts are:

In November 2003 I recently moved my direct debit from my own bank (HSBC) to our housekeeping account, with another bank (Lloyds TSB).

Lloyds TSB say that NTL haven't asked for any money for the last three months. NTL say that the bank have rejected the setting up of the DD. I know who to believe here. Lloyds TSB are willing to provide written proof that there is no problem their end.

So, NTL disconnected my dialup on 7th January (my birthday, ironically) without any warnings whatsoever.

A letter was sent to me dated 9th January saying that my service had been temporarily disconnected. On 10th January (Saturday) I attempted to ring the Customer Service number and after a long time of waiting (my line being dropped three times in the process) I described the problem and was told that they wouldn't reconnect until £30 was paid up front. They gave me an address to send a cheque as I was unable to pay by card over the phone.

I believe by doing this I have made it quite clear of my intention to pay the arrears and have the service restored as soon as possible.

On Monday 19th January I was in a position to make a payment and so was done using a VISA card. I was also told that a Direct Debit mandate would be sent to me by post, and that my service would be reconnected within 24 hours.

On Thursday 22nd I asked why my service had not been reconnected and was informed that a direct debit mandate had not been set up and would have to be done online or by phone. Obviously I couldnââ‚Ã⠀šÃ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t set up online so I set up my HSBC account again. The person I spoke to kept me holding for several minutes (with total silence) but came back to tell me sheââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢d reconnected and all would be well.

Several phone calls were made on Thursday to enquire why my service wasnâ₠¬Ã¢â€žÂ¢t available and they said that it was, but under a different user name which was now "boffo.thebore" instead of the original. I was told that the username "steve.yensen" was no longer available as it had been taken by someone else. I find that very hard to believe as there is no-one else in the country with that name!

I am extremely concerned that a mere call-centre operator can have access to all my email address names in order to use "boffo.thebore" which was one of the 14 extra addresses permitted for each customer. Whatever happened to privacy?

So, the results of this disastrous performance are:

1. My user name has gone.

2. Six email addresses including my main one (detailed below).

3. My 22 MByte Website. All of it. This means that I will have to restore it myself, and transferring that amount of data over a 56k dialup will take a long, long time.

4. I don't actually have any webspace anyway now, under either username.

Several times I have phoned different departments who have suggested I contact one of the others. No-one seems to care less about my plight. I do have to work so ringing up is becoming almost impossible without wasting several hours each day.

Before the crash, my account had the following status:

User name: steve.yensen (my main email address would be steve.yensen@ntlworld.com)

My web site: http://homepage.ntlworld.com/steve.yensen

14 extra email addresses (all @ntlworld.com) ...

Now, if I list my email addresses, I see that 6 of them have disappeared.

4 of them have vanished completely and any emails to them have bounced. Any attempts to re-create the original names have failed.

The remaining 2, (steve.yensen and penny.yensen) have gone but they are still accessible from Outlook using the same passwords as before, and that all the mails from 7th January to the present have downloaded successfully.

All I want is my services restoring to what they were :( :(

Re: NTL Customer Services: Your personal experience
 

When i had NTL BB installed (24hrs), the eingeers turned up on the Thursday and wasn't supposed to be here till the Friday, they made a complete mess of the cableing, they also left brick dust after they had gone and didn't bother to clean up. When they came to put the modem on my PC the chap i spoke to was very helpful and explained it all. The registeration of the account was a total b******s up. When i came down the next morning to go on the internet the modem was just flashing lights at me, so my dad phoned NTL CS and told them to cancel the account.

When they installed the software on the pc, they said that we couldn't have our AOL browser software on there as it would conflict with BB. so :upyours: you NTL.

I am now pleaseed to say that i have Demon BB and we haven't had a single problem with them since day 1.

Re: NTL Customer Services: Your personal experience
 

I was staying at a pal's hosue during the summer and he allowed me to have the offpeak unmetered calls. Therefore, I caleld up the call centre and was told I was in the wrong call centre. I was then out through to the 'correct' call centre and was told it was in th wrong area. Third time lucky, 20 mins later, I got through to the only call centre which could deal with the query. NOT a good start, being told that I had to be talking to a specific call centre to do one simple task. Anyway, they out this on and was told that it would appear immediately. Hoiwever, it did not and they tried to charge me for a wekend of metered calls, which came to quite a lot of money. We did get the money abck next month but that wasn't the point.

Also, after I left, the guy whose house I was in wanted the offpeak thingy removed and he was told that he ahd to give 30 days written notice to remove the offpeak freecall thing. We all know that is rubbish and that you only have to give notice if you are leaving ntl altogether. Theyw ere basically just trying it on.

Therefore, 1 out of 5.

Re: NTL Customer Services: Your personal experience
 

Hi guys, I must reiterate again that I have never had a problem with CS - simply because I can never get to speak to one! The lines are constantly engaged and on the days when I do get into a queue, the line just goes dead after a few mins! With my ongoing saga, a guy rang me from CS the other day and *demanded* I pay the arrears asap - he asked me how much I owe and when I was going to pay it? The dept he was ringing from wasnt even aware that my complaint was being processed by the ombudsman! In my experience, although CS reps arent to blame (although some of them can be patronising), the whole system needs a review. I had no responses to emails, no responses to correspondence (after gawd knows how many letters sent to them) and a recorded delivery letter to the Celtic region MD, who completely ignored my letter!! and when I took it the ombudsman, NTL decided to get real cocky about it all - no apologies, nothing, just a twist on the truth, trying to make *ME* out to be the bad guy! Had a letter last Friday, it was a lovely one, *with* an apology and I think "why couldnt you have been more forthcoming, *before* I closed my account with you??" I liked my NTL ISP, I liked the competitive 24/7 internet accesss package. There is lots I liked about NTL, the only problem was, a problem developed that caused nothing but stress and frustration. I am still gobsmacked by the way NTL dealt with the whole matter. :rolleyes:

Tracy

Re: NTL Customer Services: Your personal experience
 

Well today i had someone come round to sort my set top box out because of so many problems we have had with it..The picture always freezing..Then when you change channels,ages for the channels to come up,all you get is a blank screen..He told me that this was fixed due to signal problem..We have a cable box on the main Street..And i saw him messing around with some wires and thought he was going to get it fixed..He left and said to see how things go.Its worst than ever and no,i dont want to phone customer service up again.I am really stressed out with the problem and i now want to cancel the whole service..But i cant because the boardband is ran from the box itself..Once i cancel my service i will never go back to ntl because at the end of the day their dont give a toss about the customer..I pay about £75 a month and feel its a complete waste of money..In the early days ntl where great..But not anymore:mad:

Re: NTL Customer Services: Your personal experience
 

and by the way my friend has SKy and said the service is excellent:rolleyes:

Re: NTL Customer Services: Your personal experience
 

You can cancel your tv and have sacm for bb instead :)

Re: NTL Customer Services: Your personal experience
 

And yes still having problems with the set top box after 6 weeks now..One guy came round and gave a load of bull..Must have been in a hurry..Phoned up NTL to ask for someone else to come and check it..And the guy who came was very helpful and tryed everything to find out what the problem was with the set box..He stayed for over 30 minutes...CHecked all the leads which where ok..Did a reboot on the setbox to see if the picture was still freezing about 5 times with no luck,even though he tryed to sort it out..He said it was somthing that need some work and felt it might be the cable undeground which would need working on..He called for someone to come out on the 20th as he felt the service i had recieved and the fact the problem was on going could have better..Lets say we not be able to watch the TV for 6 weeks now and its lucky we had one in the bedroom..We had problems with boardband non stop..Have 600k and feels like 56k dail up..The Telephone line is so bad i cant say anymore..I am moving out end of the month and is it really worth it to have this sorted out now or shall i just leave it..If when i move i will not be having NTL again.I just cant wait to get sky with sky+1 keeping my fingures cross the next landlord will agree to this..NTL used to be excellent when i first had it..But sorry to say even if you disagree that it has gone down hill really bad.Julian PS 4 more weeks to go NTL:wavey:

Re: NTL Customer Services: Your personal experience
 

Julian which STB have you got. The pace 1000 is too slow to carry both TV and BB old and not enough memory is what I diagnoised... The pace 2000 is teh best for service and BB but they are in short supply.. The 4000 are not worth having... I should ask for a change if you are using both services through a STB I had a 1000 for over 12 months but never used teh TV so didn't have any problems. I did find the 2000 was better when it replaced the dead 1000. My friend who ended with a 4000 had it changed within weeks.. Keep trying to get it changed.

Re: NTL Customer Services: Your personal experience
 

Julian which STB have you got. The pace 1000 is to slow to carry both TV and BB old and not enough memory is what I diagnoised... The pace 2000 is teh best for service and BB but they are in short supply.. The 4000 are not worth having... I should ask for a change if you are using both services through a STB I had a 1000 for over 12 months but never used teh TV so didn't have any problems. I did find the 2000 was better when it replaced the dead 1000. My friend who ended with a 4000 had it changed within weeks.. Keep trying to get it changed.

Re: NTL Customer Services: Your personal experience
 

Thank you ntl after 3 years of hell they have finally agreed to refund all i have paid for my faulty 600k broadband and family sports and movie pack since 9 oct 2001 and cancel the service without a 30 day notice peroid thank you and goodbye now going back to a customer focused company sky & bt good ridens shame on you

Re: NTL Customer Services: Your personal experience
 

I have been an NTL customer for about 9 years. I have stayed with them through two moves. WHen I ring customer services normally I am sorted out straight away, especially if it is a problem, woith the STB. I have had 5 STB's in the last 3 years becasue they have been faulty. I have to admit NTL were extremely good then.

However, since being diagnosed with MS in the last year, I realised that NTL did not have a good base for disabled customers. Ok I could set up a password and i became priority for call outs but I need a liitle bit more from NTL; like a bit of time to get a carer to the post office or pay point to pay my bills. NTL changed my billing cycle 8 times in the last 9 years without notifying me first so now I am always in arrears and risk having vital services (yes ok broadband is vital to me ;)) cut off without warning.

Also when I told NTL that my computer woul dhave to be moved upstairs becasue there was no room downstairs they refused to give me extra cabel so i had to have it downstairs and end up paying £20 for a bit of cable to make an RJ45 thingy out of.

Generally they are polite and efficient in dealing with queries its when things go wrong or when someone is not aware of policies. I think the accounts department has to be the worst one for customer service and celtic collections, well lets not talk about them.

Seti^

Re: NTL Customer Services: Your personal experience
 

Regarding caller id

It depends on the area you live in and if the area is old or new ntl - For example it is not avavilable in ex cwc nynex areas re the infrastructure of the telephone side - It seems to be the case in Peterborough

Re: NTL Customer Services: Your personal experience
 

Is 1471 a different system to caller display? Even if it is, how come we can get the callers number using 1471 but not using caller display?
Does 1471 identify the phone no at the exchange end and caller display identify it at the user end?
Why do birds suddenly appear, the moment you are near? LOL

Re: NTL Customer Services: Your personal experience
 

My experience with them has been a bit hit and miss I guess. Here's what happened

For a couple of years I had a phone line with NTL which was fine. It was nice as it only cost something like £9 or £12 to install, not the usual £30,000 , or whatever it is BT charge. And they had to dig up the garden to lay the line from the street, and ran the cable properly going all the way through the attic, and down into my room. So that's a plus point.

Then I went to Uni, and in my last year, I signed up for an NTL phone line in my door. Came back from xmas holiday and the line had gone. It turns out that the temp that processed my DD order screwed up and my line got cancelled. When I asked to have it turned on, they refused because it community net (NTL service for Uni dorms) had been disbanded and no new contracts were allowed. I didnt have the time to sort it all out, being final year and all, but it was important as I had no internet access in my room. So my mum took up the challenge (she always get results with things like these). Anyway, 3 months later, after eventually talking with various people who I gather were high up in NTL (Ian Calvert, ive just looked it up), they managed to hook it back up.

Leaving Uni, I was finally able to get BB. So I ordered it for my room. There was free installation, so as per my phone line, I got him to run the line out the house, up the wall, through the attic and down into my room. Except when he left it wouldnt work. After a several calls to BB CS, they eventually sussed it was the cabling at fault. So I had to wait for another engineer to come out and re-wire the plug that the guy screwed up.

Everything was fine for like 8 months, then in the Great Heatwave of '03, I started having serious problems with my STB, but because after restarting the box everything was fine for a couple of hours, they wouldnt send me out an engineer. I kept calling every day, and eventually they thought I might have a problem and sent a guy out, to give me a new box.

So all in all, BB has been good so far *touches wood*. Speed has been consistently running at 100%, and downtime has been pretty minimal. The TV service hasn't been as good though. Some channels pixelise, and the box crashes now and again. Also navigating the menus are so slow sometimes. I once counted how long it took the Now/Next box to appear after hitting TV and it was 45 seconds or there abouts. Also, interactive service would be nice. I can't get Sky, so i'm stuck with NTL for digital TV, so im hoping that perks up sooner rather than later. Dealing with NTL customer service/technical support has never been a resounding success, but eventually everything got worked out. I just wish there were a bit quicker/more able. Everything always seems to take a minimum of 3 calls, but eventually everything seems to get sorted.

Re: NTL Customer Services: Your personal experience
 

Depends who answer the phone and the time of day. I have had some CS staff be more than helpful and polite ,while others were rude and cut me off after sticking me back in the queue

Re: NTL Customer Services: Your personal experience
 

The Customer Service as far as contacting them via email is NON EXISTENT, a
disgusting way to treat clients. As far as the call centre, it very much depends who you get, that is why I voted 50/50.and of course that is dependant on whether you can get through to them, and are prepared to wait 40 minutes!

Re: NTL Customer Services: Your personal experience
 

I do work for Ntl, I used to have Ntl dtv & telco. There was never any problems........then I moved. I don't have services now ( not supplied in my area )but have friends who do have, there have been quite a few times I've had to call for my friends ( they think I have some hidden power here!!) sometimes it gets sorted straight away other times I end up going to different depts when at work to resolve. I can understand why people get sick of us but being fair other companies are just as bad( ever tried having a sensible conversation with Orange?!)

:mad: :angel:

Re: NTL Customer Services: Your personal experience
 

Yes, they used to be great but then they changed and are now abysmal. I see that they are no longer top in the JD Power Customer Satisfaction survey that they used to plaster all over their bills every month.

Re: NTL Customer Services: Your personal experience
 

Im getting a BT phone line installed 1st of March, I cant wait, im finally making the break from NTL theres an excellent Offer of 2 MEG for 37 quid on Bulldog ADSL and as far as I can see theres absolutely no limits on the downloads or uploads of data.

Ive been a customer now for some four years, and I just feel that they have had enough of my loyalty, because the service isnt worth paying for anymore.

Ive had too many faults in the time ive been a customer and too many gripes, I absolutely hate ringing up to report a problem, then having to ring up again as soon as I hang up the phone, because I know the person the other end didnt get the jist of what I was reporting, This type of problem was usually in relation to my UBR being over subscribed and the people I spoke to having no concept of online gaming largely.

Theres a few things though that continually ground away at me.

Email = Spammed to sh*t regularly, even stuff gets past mailwasher. Virus Scanning of Email on the server would be nice too.

Broadband = 2 Meg, theres a whole tier their just failing to compete on there. The Cap = Made NTL a complete joke in my opinion, offering a "super fast service" then crippling it by making demands on how you wished or dared to surf the net.

Tech Support = Poor on the whole the first line on the phones from my experiences, its a real shame that the people that post here to help others both working for and not with NTL and did so on the .com dont seem to answer the phones or have any real say with issues in that company as I imagine websites like this wouldnt exist then.
No one likes waiting 40 minutes to speak to anyone on the phone either.

As regards my score with NTL ive had numerous faults in the four years ive been with them.

Was made to take the full TV / Phone / Broadband package originally for the opening year at £85+ a month.

Digital TV = Original STB crashed on making eye contact with the box, or doing anything that it seemed NTL didnt want you to do on it, like change channels :), Engineer appeared out of the blue to change it, replacement worked no better. Third box came, worked OK, decided then that the TV was too expensive so I got rid of it.

Telephone = Died four times in the time I had it, calls aint cheap either at 5p connection, they soon mount up. Was expensive when combined with the rest of the services I was having.

Broadband = Worked fine for about a year originally, then the UBR became over subscribed, was resegged, over subscribed again, was resegged, oversubscribed, when I then checked into it further, I was told I was on the 1st downstream channel on the UBR and this was the one that was constantly overloaded by new customers. Was told I couldnt be moved to one of the empty ones. Cable modem died, engineer tried to palm me off with a "dodgy" cable modem, that wouldnt work at all, before travelling the minor distance back to the NTL Office to get a properly working one. Could really go on here all night with the numerous problems ive had over the years, but as youve guessed by my upping and leaving enough is enough.

Thanks to absolutely anyone here thats taken the time to help me with my problems and any time ive had trouble both on here and the .com website (I know its none of you that are responsible for the company being the way it is. :wavey:

Re: NTL Customer Services: Your personal experience
 

Okay I voted very hit and miss, 50/50. In my experience speaking to ntl customer services reps, most of the time they've been friendly and helpful - or at least it's seemed that way at the time. Sadly half the time, either what they tell me is wrong, or they don't do what they say they are going to do.

I've been with ntl for three years this month, and have moved home twice in that time.. each time was a major pain, with setting up new direct debits, being wrongly billed, having to phone multiple times to sort everything out etc.

A few weeks ago I gave a month's notice to cancel my phone and TV services, and instead have ntl broadband installed (I was previously using ntl dial-up @ £10pm). When I phoned I was told to cancel both my ntl direct debits, and that I would be sent a new direct debit mandate form to complete and return.

Some time later, no direct debit form having been received, I phoned again to request one, which turned up a few days later. This is my experience with ntl time and time again: you have to ask several times for something to be done.

Anyway, of course the direct debit form was not filled in - why don't they send a pre-filled-in one, for you to just fill in your bank details, sign and return? So I phoned ntl to ask what my broadband account number was. I was told I couldn't be told this over the phone, so he would post it to me that day, 1st class. Several days later, having not received it, I phoned again, and another chap told me he would send it out. I received it this morning, postdated yesterday, which means that the first one was presumably not sent?

Well, guess what.. my broadband account number is... the same as my telephone account number. Which means I didn't need to cancel one of the direct debits, which ntl told me I should cancel :banghead:

Three unnecessary phone calls, and wasted time.. this has always been my experience with ntl.

Oh, I forgot.. after cancelling the direct debits as I was told to do, I then received a bill for line rental (£18) + £2 non direct debit handling fee! :mad: Happily the billing department were happy to credit me with the £2 (I paid the £18 over the phone with my debit card), and said that the excess line rental would be applied to my broadband account. But why is everything such hard work??

Re: NTL Customer Services: Your personal experience
 

liars? :mad:

Re: NTL Customer Services: Your personal experience
 

Ahh, let me introduce you to UndisputedTruth.

He has a big grudge against NTL (not entirely without justification as he lives in a part of London that has been promised broadband for 4 years and still doesn't have it).

Apart from that, basically, he seems to like to moan and wind up NTL employees..

BTW, he has been banned from this site, so is unlikely to answer.

Re: NTL Customer Services: Your personal experience
 

Sorry - I must have dozed off - customer service? what customer SERVICE?

I emailed a complaint about the appalling connection problems on dial up (ongoing for 3 months now - average of 5-7 times redial each time in order to even get a connection, which then is more often than not unusably slow, and Im not gaming, just ordinary web research - generally heavily text based).

No reply to the email. So this morning, after 12 straight attempts to get a connection I eventually gave up and tried on another ISP's service (got through first time). Got through to the NTL email complaints screen, typed in all the details of the original complaint, added an update and pressed send. I got the following message:

"ntl:home would like to apologise that you are unable to submit an additional complaint.

Should you have any further concerns, we will be happy to discuss these when addressing your open complaint under ref XXXXXX"

Not only is this incredibly bad customer relations, but the very fact that they are limiting us to one complaint presumably implies that they are inundated with complaints.

We're considering putting one of our other computers onto broadband - don't know who we'll go with yet, but one name as sure as hell is already crossed off the list.

Re: NTL Customer Services: Your personal experience
 

Hi explorer and :welcome: to the site :)

Sadly you are not alone in your experience.

Have a look here for your regonal MD - http://www.ntli.info/index.php?page=index_v2&id=19&c=18

It may be worth sending them an email and CC'ing your local newspaper !

HTH

Re: NTL Customer Services: Your personal experience
 

/bump

There appear to be a lot of new members around here lately ... it's nice to come across people posting for advice and seeing that it's only their first post at Cable Forum. So, I thought it might be an opportunity to bump this thread up a bit and encourage some of you to share your experiences. The poll is still open, so please don't forget to vote. :)

Re: NTL Customer Services: Your personal experience
 

I would not have ntl in the house - used to work for them - used to do faults diags and saw all the fualts that went wrong with the stb - have sky and so much better