Cable Forum - ntl complaints procedures.

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Re: ntl complaints procedures.

Pleased to say that all my NTHELL problems seem to have gone away as if by magic since Ken took over the complaint.He removed the overcharging from my account and also made a small goodwill gesture,but most importantly he promised that the same thing would not happen again.He was as good as his word and my latest NTL bill arrived showing for the first time the correct amount.He also said he was going to take up the complaint about their customer services with the relevant dept to find out why they are so thick.Complain direct to the executives office and save yourselves a lot of grief.I can confirm that this works better than all the other useless methods.........Keith

Re: ntl complaints procedures.

Hi Keith,
Glad You Got Things Sorted Out At Last.
Tex

Re: ntl complaints procedures.

My phone and BB has recently been disconnected due to NTL thinking that I had moved house. Even though I put the request in, in April and cancelled in 4 days later due to house falling through and then getting 2 other calls from THEM to confirm my moving date and it then being cancelled a total of 3 times!! (And it is now 28th JUNE!!!)
I am now after 2 days and 4 long calls (and 2 failed promises to recieve a call back from Customer "Service" Advisors and 1 for a supervisor to call me) I'm still trying to find someone who can get me reconnected!! I'm thinking of saying all this on tape so that I can just play it, instead of me having to repeat myself!! Any help?? or advice??:mad:

After I'm back up and running I'm swithching!!!

Re: ntl complaints procedures.

That is exactly my experience.

Quote:

Originally Posted by Theodoric

I'm afraid that my very recent experience of ntl Customer Services and complaints procedure is the direct opposite of Ian&Huth. To put it bluntly it is appalling and a disgrace. However, I think that I may have discovered some of the ntl rules for dealing with customers.

1) Never mind not giving out your name, which I could understand; refuse point blank to give any sort of job number that the customer could use for future phone calls. That way you can ensure that he has to start from the beginning every time.

2) There is one exception to rule one; occasionally give out the name of a manager and say that he will phone you - of course he has no intention of doing any such thing, but it sounds good.

3) Promise the earth to get the customer off your back. However, you must have your fingers crossed while you do this, otherwise you might, heaven forfend, be required to honour your promise.

4) And now, an extremely important rule. Never, ever, under any circumstances phone the customer back to explain why your promise, or the engineer's visit, never took place. I strongly suspect that to do so may be a sacking offence in ntl.

5) Never mind if you don't have any qualified engineers available; send out a couple of the nearest trainees. What, they might trash the customer's system? No problem, we'll just ignore it.

6) If on occasion you are actually forced to arrange an engineer's visit (you won't earn any bonus if you do that too often), always give the poor engineer incorrect information (just ignore what the customer has gone to great lengths to explain to you) so that he cannot do anything useful when he reaches the customer.

I could go on and on; really, I could.

---------- Post added at 03:10 ---------- Previous post was at 02:42 ----------

I had a total of 22 promises of a call back, only 3 came true.

I also had over 100 separate apologies over the years from NTL employees.

Never has any attempt been made to improve things. I also feel that cust service dept have an offensive 'the customer is always wrong' attitude.

Quote:

Originally Posted by LaupSavea

Thanks for that contact it may be useful in dealing with my problems at a tactical level, its really appreciated.

I am not sure that is a strategic solution though. Its an odd strategy to have lots of broken customer facing processes which upset lots of customers who wont complain, but will ultimately move away, leaving a few who will complain for a while and then give up and, finally, very few who will, for whatever reason, persist and get their problem sorted by forcing NTL away from its normal processes to deal with them in an ad-hoc way which costs them a lot.

The big lose for all is that NTL dont seem to have any mechanism for capturing the learnings about where things are failing and so never fix the process and so it keeps happening over and over.

I have asked all the staff I have dealt with from NTL over the last couple of months what NTL will do differently now that we identified a problem at NTLs end - none of them could answer, whatever their level, all they would do is a combination of (1) apologise (2) put it right tactically (3) offer me some form of compensation. What a waste.

Re: ntl complaints procedures.

can anyone help me with my ntl complaint i have.

in 2005 to keep my business I was offered the unlimited 24 package + digital tv (base pack) - 25.00 (standard price yes i know). But 1/2 Price BB.

Now for the first 3 months I got the discount but after that I didn't (any the 1/2 discount was even a full half price). I've gone along as normal paying my bills because I work and really don't have time to sit in queues waiting for ntl!.

I sent a letter to NTL but received no response. I am now moving property at the end of the month and NTL have two options sort it out and I will keep NTL, because I like the product 10mb bb hardly any problems now. NTL TV bit slow now and again but better than sky picture sometimes. and phone never a problem.

Alternative route. I sit it out, keep a note of the next letters Recorded Delivery number and if no joy go to otelo.

Someone please help me. I can provide you with my accounts details and any other information required!!!

Re: ntl complaints procedures.

PM me your name, account number and a contact phone number and i'll get someone to have a look at this for you.

Re: ntl complaints procedures.

Quote:

Originally Posted by ofirgal

I had a total of 22 promises of a call back, only 3 came true.

Standard I'm afraid.

Quote:

Originally Posted by ofirgal

I also had over 100 separate apologies over the years from NTL employees.

They are worthless unless the problem that necessitated the aploogy was rectified-it appears that ntl would rather their staff keep apologising than actually fix problems.

Quote:

Originally Posted by ofirgal

Never has any attempt been made to improve things. I also feel that cust service dept have an offensive 'the customer is always wrong' attitude.

I totally agree.

Re: ntl complaints procedures.

I've had a long string of emails from Tech Support too, all from different people, and ALL suggesting things I had already tried to resolve a problem where my connection keeps cutting off at random intervals (and I do mean BASIC stereotype "restart the modem" type-stuff.. which I'm already having to do every time it f*cks up again anyway).

They also often take days to reply... theres a surprise. No wonder these people get abused by customers. I've stated in my last email that they're not impressing me with their service or giving me ANY incentive to stay once my year's up.

Re: ntl complaints procedures.

Quote:

Originally Posted by tonecold

I've had a long string of emails from Tech Support too...

Wow, I've never had a email from ntl Tech support, I have from billing/accounts.

what email address/ contact form do you use?

Re: ntl complaints procedures.

Quote:

Originally Posted by mmm

Wow, I've never had a email from ntl Tech support, I have from billing/accounts.

what email address/ contact form do you use?

I used the feedback form in the TELL US WHAT YOU THINK part of the site, and left an email address for them to get back to me. Took em days though.

Re: ntl complaints procedures.

New poster

Mega frustrated and annoyed with NTL's seeming not-give-a-toss policy when it comes to problems.

To cust a long story short, a mate who was living at mine (he sold his house and was waiting for his new place to be ready) enquired with NTL about transferring his # from old to new house. At the beginning of June I received a letter address to him to my address saying his number was ready to be connect at my house :mad: I called NTL who said nothing would be done as he had moved to his new property and I had explained he was taking a contract with TalkTalk.

Recently, over the course of three or four weeks many of my mates have said they've had trouble contacting me on my landline. Infact trouble is a term used loosely. They just couldn't get me 'cos my number just rung and rung. When they had an option of leaving voicemail they couldn't as the mailbox was full.

I tried deleting my mailbox but it was empty to begin with. I thought the problem might be down to a new Panasonic phone i'd installed as that had an active TAM but switching that off didn't help. No-one could get through to me

On Saturday (1st July) a mate called my mobile and said he'd just rung my landline. I was at home and it had not rung. We hung up and I called my mobile from my landline only to find, to my amazement that my landline number had been changed to my ex-housemates old number !

I called NTL and spoke to an Indian lady who didn't seem at all bothered my by predicament. I mean, I'd only been paying for a landline that no-one could call me on and I was very upset as my American Auntie is terminally ill and I was undiallable!

Eventually the lady transferred me to her supervisor who said she needed to email a departmnent to investigate my problem. I asked to speak to them directly, but apparantly they do not have an email address available for customers and they definitely do not have phones. Very strange for a Phone and Internet Cable provider :shocked:

Needless to say the supervisor was unable to get a repsonse from this department and she called me at half time of the England -v- (cheating) Portugal match to say so. She promised to get back to me as soon as she had heard from them. I'm still waiting.

I called on the Monday (just gone) and spoke to a really helpfull chap (for a change) who asked me to see what he could do to change my number back before he passed me to disconnections to discuss leaving NTL.

He managed to arrange an engineer to call out tonight between 5 and 8pm. My neighbour has my key to let him into the house to do any neccessary work. Hopefully when I get home I will have my number back.

Anyway, I digress! This morning I tried to get some sence from disconnections. Basically I wanted to terminate my contract without having to pay the remainer of my line rental - ÃƒÆ’Ã†â€™ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£77. I thought NTL had breached their contract with me but according to the last fella I spoke with they have not. In fact, they have done what they say they will - rectify the situation and they're prepared to waive and ladline charges relating to the period when my number had been changed.

This is obviously wholly unnacceptable. I have cancelled my DDR and have refused to pay my current bill of ÃƒÆ’Ã†â€™ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£20.145 . I now have to write to the disconnections team explain the entire scenario (as i have done FIVE times) again and see what arises as a result.

Am not gonna name names of those I have spoken to on a public forum but the service from all bar two as been p**s poor. And even then absolutely nothing has been resolved (to my satisfaction) they've just been empathetic.

I'd be interested to learn if anyone else has similar shoddy experiences from this bunch of cowboys.

One disgruntled 'customer'

Re: ntl complaints procedures.

Quote:

Originally Posted by Chris W

PM me your name, account number and a contact phone number and i'll get someone to have a look at this for you.

Hi Chris,
Can you confirm whether you got my pm? I have it in sent mail but i haven't heard anything back.

Re: ntl complaints procedures.

Dear all, thanks for letting me air my views on behalf of a mate.
I moved from my old address in August 2005 and ntl was disconnected. But mysteriously in September 2005, it was reconnected.This information was given to me after numerous calls to the helpline.
Then from March 2006 i started to get monthly bills of ÃƒÆ’Ã†â€™ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£24.99 which now amount to ÃƒÆ’Ã†â€™ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£109.96 .!!!Phone calls to ntl have added up! More worrying to me are the threatening and sometimes abusive phone calls at all hours to my father who lived with me at the old address and has kept the same number.He is 70 and suffers from ill health.I have also received, bizarrely, a disconnection notice!! threatening me with a credit reference agency!
Please can someone help

Many thanks.
Rich

Re: ntl complaints procedures.

Hi Don't know whether this is the right place to air my problem or not, but hope some one can point me in the right direction. I have been having a problem with my broadband connection for quite some time, maybe over a year! They kept on telling me that the problem was with my computer. I tried all sorts to sort out the problem, like looking for problems, bugs, viruses and the like until eventually wiping clean my computer to start again but that still didn't fix the problem. So eventually went out and bought a new laptop. And yes STILL had the problem. Last week after telling them about the new laptop they said that the problem was at there end and sent out an engineer who changed the modem and solved the problem strait away. I was told I could be reimbursed but after spending 2 hours on the phone again was told the best they could do was offer me 6 months half price broadband. is this really all I can get or is there another road I can go down to solve this problem????? Thanks in advance Chris.

Re: ntl complaints procedures.

Thanks CableForums another success in dealing with my complaint. For those who are concerned that read this post, I may of had problems with NTL but I still honoured my contractual obligation, I am so pleased that NTL sat down and broke down the complaint and give me the satisifactory response that I required.

Thanks guys