Re: NTL Customer Services: Your personal experience
 

customer suport is the best laught i had ever! they wanted to dig up my garden to repair the router lmao and they said on phone to me it will sort my problem lmao would you ever belive a rounter in my garden my problem was slow internet and lost packets and was not spyware or msn or norton i just went to a lower package and now seems to be ok now was on 3mb but on 1mb now with no probs so it not pay to get 3mb for me no packet los or internet conectiojn interupt slow or not any internet untill ntl get them selfs sorted i will not pay and go back to the 3mb no more 3 hours waiting on phone some times so i dont ring no more has cost me more then my internet if you need anything sorting ask for a tech not the monkey on the phone some of them on the phone dont know about web traffic when trying online speeds and hop's and packets loss and some dont know how to track and trace the problems or ping some do and some dont so any one got a problem ask for a tech they the guys that will help and they know if your router is over the quater and if it needs balanceing i have had an engineer check me computer out and he tryd his laptop to test and said they had an internal email saying the routers need re segmenting so them on phone dont tell you everthing dont waste your money on calls which you pay the phone bill they get richer you get bigger phone bills if they dont sort your internet out then drop your speeds and if still probs just go to an other ISP they will loss customers and will sort the issue one day no wounder they are doing so many offers to get new cutsomers they need to look after the one's they got 1st b4 they loos them all

Re: NTL Customer Services: Your personal experience
 

The only problem with dropping to a lower tiered package is that you get a lower band width allowance, I've heard that many people are taking extreme steps to curtail their usage so that they don't go over the monthly limit.

In some cases people have been known to turn off all images in their browsers, only download video clips on odd days, I've even heard of some extreme examples of people who have stopped using punctuation in their emails and other communications - all to save on a few precious bytes.

Re: NTL Customer Services: Your personal experience
 

This is worth trying over a period - but it may come to a full stop. Don't quote me on that.

Re: NTL Customer Services: Your personal experience
 

I've even heard of some users not using their connection at all so they do not incur sanction from ntl :rolleyes: :p:

Re: NTL Customer Services: Your personal experience
 

members are warned that restricting use of colons may not be 'best advice' ;)

Re: NTL Customer Services: Your personal experience
 

I have recently had hell with ntl,im on the last straw,i called to cancel the lot last night,but they were closed.In the past six weeks,i decide to get a stb in my bedroom......i ended up with a cable going into the living room?? and one into the bedroom.We set the box up in the bedroom-no signal,nothing.Yet the living room cable was all tv,broadband you name it.The idiot then cut through my sky stb wire.Last month there was 3170.00 ON MY PHONE BILL-NOT MINE.tHIS BILL £50.00. They said its been checked out and i have to pay it.£50 quid is a lot to me.They wont even send another engineer out,and they say thats final.Well im afraid its not what if it happens again and again.I also sent a letter down south hook but not a reply nothing.i have had no componsation.I need people who this has happened to before,so i can fight them better....cheers cable doods steve manchester:dunce:

Re: NTL Customer Services: Your personal experience
 

Not sure if this is the right place (mods please move as you see fit).

Just contacted CS regarding a phone problem. Got through within a few minutes.

I was asked for security purposes for account number or telephone number, what services do you have with NTL and how do you pay your bill?

Just thought I would highlight things as many members put details of their NTL packages in their profile. Not such a good idea if CS are asking for these details.

Re: NTL Customer Services: Your personal experience
 

They do ask for a password too though!

Re: NTL Customer Services: Your personal experience
 

Was not asked for a password :shrug:

Re: NTL Customer Services: Your personal experience
 

My recent experience...

Downstairs box not playing ball since the upgrade to VOD. Looking at the updnblue pages it looked like it was a return path problem.

Called CS at 7:30 on Tuesday night, a 20 min wait and then a good competent CS on the end of the line reboots etc, decided that NTL could not see the box from their end and that an engineer visit was in order. Could have been next day or 48 hrs but Saturday PM (1-5) was available.

Saturday PM turned into the doorbell ringing at about 11am. Thankfully was in.

Didn't bother looking at existing box, just did a straight swap, engineer spent a while on the phone to give new serial nos to someone. Still no VOD, but the box had registered with the network, obtained an IP etc.

He advised me the rest should be resolved by Monday, it was actually all working by about 5pm.

Happy customer.

Re: NTL Customer Services: Your personal experience
 

Very, very, poor. The following may explain why:

Dec 2004 - Ordered 750K broadband. Paid a £75.00 Deposit.

During the following two months I made countless calls to CS trying to get the service installed. I repeated the same story maybe 20 times to various CS representatives; I wondered why none of my previous calls had been recorded? It normally took 30 †“ 60 minutes to get told the problem was that the person who took the original order had not set up an account. Promises that a supervisor would call back seems to be a standard method to get you off the line. The calls rarely materialise.

Early in February I was moaning to a friend about NTL and was overheard by an NTL sales person. He made a few phone calls and promised a quick connection if I paid a further £50.00 Deposit; which I duly paid.

05 February 05 †“ Service installedâ₠¬Â¦.(Thank you Mr Salesperson I thought)

Installed did I say? A modem on the floor connected to a cable hanging out of the wall. I kid you not, the cable sticks out of the wall and is terminated within 3â₠¬ÃƒÆ’‚ÂÂÂ� of the wall surface. There is then a 5â₠¬ÃƒÆ’‚ÂÂÂ� (yes 5 inch) extension connected to that!ââ‚ƚ¬Ã‚¦.just thrown in! I should take a photo. But I donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t care, I need any kind of connection; but at this point I didnââ‚ ¬Ã¢â€žÂ¢t realise wet string would have been as effective.

Of course no PIN number is entered on the Work Order (The †œinstallerà¢Ã¢â€šÂ¬Ã‚Ã⠀šÃ‚Â� was not interested in that omission and I understand why), so back to the CS to try and get the service switched on. After several hours of talking to various departments on my mobile phone I just gave in.

Here I am, having paid £125.00 up front with a useless connection, CS seemingly the same and some guy in India who was doubting my ability to do anything?

07 February 05 †“ Monday morning arrives and I try again thinking perhaps that the weekend staffs were part timers and I might find someone to help during regular hours. Stupid me! Later in the day I received two letters from NTL - Welcome to high speed Broadband Internet from ntl. Both had the same typo in my address, one addressed to some unknown person and one addressed to myself, each having a different pin number. Then I noticed that there was also a typo in the spelling of my nameââ‚ ¬Ã‚¦Ã¢â ‚¬Â¦ÃÆ ’¢â‚¬Ãâ €šÃ‚¦.Solved at lastââ‚ ¬Ã‚¦.after trying different PINââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s with my misspell name I am now connected.

Connected but only justââ‚ ¬Ã‚¦Ã¢â ‚¬Â¦ÃÆ ’¢â‚¬Ãâ €šÃ‚¦ÃƒÂ¢Ã¢â₠¬Ã…¡Ã‚¬Ã‚¦..

After a few days I could no longer stand the Loss of Syncââ‚ ¬Ã¢â€žÂ¢s and decided to spend some more money and contact NTL. I will not bore you further with the detail of the next two months. A guy would arrive and put a 6dB inline attenuator behind the modem. A subsequent visit by another †œengineerÃÂà ‚¢ÃƒÂ¢Ã¢â‚¬Å¡Ã‚¬Ã‚ƚÂÂ� and it would be removed. Each time anyone came I offered tea and/or bacon sandwiches just hoping someone would stay for more than 5 minutes after their †ÂÂÂÂ�fixââà ƒÂ¢Ã¢â€šÂ¬Ã…¡Ã‚¬Ã‚ÂÂÂ� and there would be a good chance they would see the connection drop or heavy packet loss at least. Sodââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s law stated that it wouldnââ‚Ã⠀šÃ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t happen for 10 minutes! CS donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t seem to have an escalation procedure?

19 April 05 †“ At 1100hrs another engineer visits. By this time, over 4 months after originally ordering the service, I am embarrassed for some reason about the whole affair. Tea had been refused rather abruptly and I am thinking that perhaps they were as fed up as myself with the number of visits.

I sort of jokingly or perhaps defensively saidââ‚ ¬Ã‚ÂÂÂ� I wish to God I had never seen that modemââ‚ƚ¬Ã‚ÂÂÂ� and with that the guy disconnected it and headed for his van. I thought maybe he was bringing a replacement but it soon became plain that he had revved up and F***** O**.

I cannot go on with this any longer. Countless calls to CS followed; promises of getting called back by supervisors never happen. No one could explain why the guy had removed the modem. Apparently engineering do not control the issue of modems (or so I was told) so they couldnââ‚Ã⠀šÃ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t tell me when I would get a replacement etc. etc. etc. There was a holiday coming up etc. etc. etc. So now I am not only paying up front for a poor service but paying up front for no chance of any service. I begged for a phone line to be installed at the same time because the whole saga had resulted in over £100.00 in mobile phone charges and £9.99 per month for a phone with which I could call NTL on a toll free number would seem a bargainââ‚à ‚¬Ã‚¦Ã¢Ãà ‚¢Ã¢â‚¬Å¡Ã‚¬Ã‚¦..

However, there was a happy ending. After a week or so a new modem arrived and the service provides exactly what it says on the box. The phone was never installed but I have had no reason to call NTL again. It has taken four months but I am finally getting what I paid up front for. (Plus £2 per month because it is not being paid by direct debitââ‚ƚ¬Ã‚¦.that does seem cheeky considering an upfront payment!) Thank goodness I didnââ‚ ¬Ã¢â€žÂ¢t order the TV at the same time (and never will now) or I would have been more out of pocket.

I guess I could call to complain about incorrect billing but I do that by post, Of course the letters and emails get ignored but the overcharge is only a few quid per month and phone calls to try and correct the invoices would cost me more.

Needless to say I have requested in writing that my service is disconnected as soon as my contract runs out.

As a parting shot I would like to say that during my many conversations with NTL staff I have found individuals who genuinely tried to help and I wish I could thank those people. It would seem the system often prevents them.

From an outsider looking in it would appear that the help desk software just doesnââ‚ƚ¬Ã¢â€žÂ¢t work (or some people are not trained to use it) otherwise problems would be escalated sooner and the retelling of events would become unnecessary. Perhaps the CS staff are rated on the number of calls handled and donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t document facts because it slows them down? Who knows?

Different departments appear to be using different databases because the left hand doesnââ‚ƚ¬Ã¢â€žÂ¢t seem to knowââ‚ ¬Ã‚¦Ã¢â ‚¬Â¦..etc.

Judging by the speed at which the installers and engineers attempt to do their work they must be paid by quantity not quality or conversely they are seriously overworked.

Why am I writing this, you guys know what the problems are, the management must be able to see it, why donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t they fix it?

Re: NTL Customer Services: Your personal experience
 

If you want to send me some details via private message, I will send this to our ntl contact for them to investigate your issues. To send me a private message, click on my name on this post and a drop down menu should appear. Click the option to send me a PM. Many thanks.

Re: NTL Customer Services: Your personal experience
 

Well now..Upgraded from 300k to 1MB today.

Unfortunately the nice chappie disconnected my BB entirely and I had to sort of go round the houses to get sorted out.However that being said I never had to wait more than three rings to get through to anyone and I can't recall more than one bar of any MUZAK played.Much much better.But I didn't like the being passed from one wrong section to the next.This was because I was given two wrong numbers.

But overall a much more pleasant experience from everyone.and I'm sorted for now. :tu:

Re: NTL Customer Services: Your personal experience
 

Just my thoughts after being with NTL for 5 years (finally escaped to BT/Metronet/Freeview).

The same thoughts as many others here:-
1. Some CS people great, others just want you off the line ASAP.
2. Quite a few CS don't seem to know how to use their computer systems. They either don't bother to record the calls or record completely the wrong info.
3. Lack of training of CS staff - seems they simply don't have the knowledge to deal with problems. They often don't know which department should fix a problem and so I spent hours calling between them.
4. Managers not returning calls when promised.
5. Quite a few NTL departments are hard to contact (limited hours, no phone numbers,etc). For example, home moves, retentions, faults (at the weekends).

Since moving out of an NTL area (so now with BT & Metronet ADSL ), I've experienced decent customer care.

Metronet always reply to emails, usually within an hour or two. What's more, their replies make sense. Clear, accurate online billing.

BT - we've had 2 issues in the last 6 months. One was ADSL related (had a DACS on the line). Was amazed by BT's customer services - I was given a contact name (including surname) and direct number. This person took ownership of the problem from start to finish, even calling me to let me with regular updates.
The other problem was our line going dead 11pm on a saturday night. I called BT straightaway and had an engineer booked for 8am-12pm sunday. He came but couldn't fix it (overhead line fault). This was fixed by midday the next day. I was the only customer affected.

In contrast, a year or so ago we (and about 15-20 neighbours) lost all NTL services due to a fault in our green box (which was damaged when left unlocked for 2 months, despite being reported). NTL didn't even manage to get an engineer out to it for 2 days and it took another 2 days to repair!

I won't be going back to NTL again.

Re: NTL Customer Services: Your personal experience
 

I have had to phone them about 4 times +, many of the times they would just pass me off as a kid that doesnt know what he is doing and tell me to reset my modem, when i have just said that i did. They constantly said it was an issue with my computer...even when i said i have tested it out on two different computers and have reformatted.

Eventually they managed to squirm out that it was indeed their fault and a glitch in my area was the problem.

But saying that, it was quite a while back. Recently i had to phone them about an issue where my connection kept dropping, which i also knew was on their side.

First time i called telling them all the information, saying how my signal level on the u/s shot up to 61db, and i was told by a nice asian man that there wasnt any faults on my line or in the area goodbye.

Second time i called i actually got somwhere kind of, they said they can see anything there, so call back when the problem is actually happening (which i couldnt because the fault was usually late at night).

Third time i said enough is enough, and they called an engineer out, 8.00 on the button the next day, my signal levels got cranked up and a forward path equalizer fitted to my modem. Not a single dropped connection since!

So mixed feelings here to be honest, most of the time i feel its not their fault because they have no idea of a customers techinical abilities so :/

Re: NTL Customer Services: Your personal experience
 

Hi :) New to this so please forgive any lapses in forum etiquette or if I go on a bit...

Ok, I recently tried to use NTL's website to arrange my home move. Because of the dates that I had entered I was told that I could not proceed and that I would have to contact the normal 0800 052 2000 and speak to the 'Home Move Department'.

Whilst at work I used my mobile thinking that it would be cheap enough to call a freephone number but after a considerable amount of time queuing and £6.44 later, my network cut me off as no more credit!

Eventually with the aid of my girlfriend I was able to get someone from the home move dept to call me back and arrange my home move for the 18th of August.

18th of August whilst I was at work my gf calls me and tells me that the NTL guys are here and don't seem to have a clue what they came to install and were under the impression they were installing a tv package. My gf explained to them that we don't watch tv and they should only be installing the telephone and broadband. Engineer goes out to his van for a minute comes back and confirms that he now knows what he is doing... Gf assumes all ok when engineer says that he is finished but felt a little on the spot when asked to complete the customer satisfaction postcard there and then so he can take it with him...

I get in from work to find another cable modem and a customer welcome pack... Am a little confused as am an existing customer and had all the equipment already. I decided to plug my telephone into its new socket to call them and check but find no socket for one... They only put broadband in! had to go to a local call box to ring them but they were shut! This was just before 6pm, operator that I spoke to said that I could not leave a phone number for them to call me back and that I would have to call them "during office hours".

The next day I call and get through to them quite quickly and a very polite professional person takes my call and informs me that the person that placed the order for the home move put through a cancellation for "telco" (telephone). I only requested that they move my services from one address to another! The operator assures me that he has emailed the person responsible requesting that they call me the next morning... Nobody calls! Another trip to the call box and a different, much less clued up operator on the end of the line... Had to explain the problem again, then again! Operator goes away briefly, comes back and informs me that there is a fault on my telephone line. I agree with her and tell her yes, the fault is that you haven't put one in! (for the 3rd time). Eventually we agree on the earliest possible date (because of my work) for them to come and rectify their mistake for the 3rd of September.

I have been an NTL customer for many years and have always found their customer service to be very inconsistent. Often swinging from the absolutely brilliant to the downright rude and incompetent.

NTL are great when you don't need to speak to them directly but as soon as you need their help or advice they are either a nightmare to get through to or they mess up what is usually a simple task.

This time last year I changed my phone number and the engineer crossed my phone line with a neighbours and we were both sharing a phone line and I was paying the bill and it took an age to sort out!

I'm in the process of drafting yet another letter of complaint and am beginning to wonder if I want to stay with them...

Incidentally I only moved next door so they used the same box and still got it wrong!

Re: NTL Customer Services: Your personal experience
 

Welcome to CF.I have to say that I just laughed in disbelief at your last sentence.Sorry! :erm:

I hope you get sorted out without too much trouble.If not then a relevant post in the appropriate forum will surely get you some assistance if things get too out of hand. :)

Re: NTL Customer Services: Your personal experience
 

hi i have been with NTHELL for nearly 5 years now... i had a bad one with NTHELL customer services dont know wot there doing sometimes i phone them up i was on the phone for 30 mins before they answered then she said i was in the wrong department so she put me truw to a another person i spoke to them they said you have been transferred to the wrong department ffs when i did get to the right place where i wanted to be in the 1st place. they need to get it right and some of them dont know wot they are doing sometimes they need to get better staff or give them more training coz some of them have not got a glue wots going on and thats a fact a few other people i know have said the same thing...............

Re: NTL Customer Services: Your personal experience
 

Never really had any trouble, Called up a few times and stuff and it was sorted out a-ok :)

Re: NTL Customer Services: Your personal experience
 

not being unkind but if you spoke to me on the phone the way you typed, I wouldn't have a glue whats going on either oops:

Re: NTL Customer Services: Your personal experience
 

You may like to read my Blog or even add to it also take a looke here http://forums.moneysavingexpert.com/...399#post837399
__________________

Please read my Blog I think we should get together on this one, share the cost of the court order parhaps

Re: NTL Customer Services: Your personal experience
 

Re: NTL Customer Services: Your personal experience
 

Glue seems to be the operative word here. Not to be sniffed at.

Re: NTL Customer Services: Your personal experience
 

Hello to you too and thankyou for the welcome. I have never come across such a volitile forum has this may be you could learn from www.moneysavingexpert.com.

Re: NTL Customer Services: Your personal experience
 

There is a difference. That site is for those unfortunates who have little aptitude for conducting life with any degree of aplomb, whereas this one panders to those with higher aspirations. As the man above said, welcome.

Re: NTL Customer Services: Your personal experience
 

Being one of those so called unfortunates one of the 60000 it probably explains why I was stupid enough to seek advice on this site when all have have received is negativity other than from the Mod Stuart C whom I am greatful too..........

Re: NTL Customer Services: Your personal experience
 

This site is inordinately helpful, but like in any walk of life, it depends how you ask.

I am sure someone will be happy to help if you stick around.

Re: NTL Customer Services: Your personal experience
 

[QUOTE=Scott_Lee67]Eventually we agree on the earliest possible date (because of my work) for them to come and rectify their mistake for the 3rd of September.[QUOTE]

Ok heres an update for you... Several days after my visit from NTL's 'engineers' (I use that term loosely as it implies a certain degree of expertise!) I got laid off from work so naturally I urgently needed the phone to be calling round for work.. I call NTL and reschedule for Friday 26th (an altogether, relatively painless experience).

On the 25th whilst i'm out cleaning my windows an NTL van turns up and 2 chaps get out. "have you come to install a telephone for me?" I ask them. "No, there's engineers coming tomorrow to do that". They both look into the cable hole outside my wall for some reason. I ask therm what they came for and they tell me that it is to do with the position of the box on the house next door. They ask me if anybody lives there and as I had just moved out I confirm that the house is empty which seems to please them. Apparently, instead of me getting a new box put on the outside of my new house they have just plumbed my connection into the box attached to the house next door where I used to live...

I ask them if this is a temporary arrangement and they say no and that the box will just be moved over to my property. Apparently they did not want to put another box on my wall as their service cabinet is in a precarious position and they weren't willing to risk life and limb with the local traffic to do the cabling...

Anyway, 2 more guys turn up as arranged the next day and simply cable my phone to the box on the wall next door and leave it in that position. This took ten minutes to do so why the guys the previous day couldn't have done it baffles me). They assure me that this is ok and that if anybody else moves in we can simply share the same box.

Several questions arise from this which, I am loathe to approach NTL for answers for given their track record. Which are:

1) Can 2 properties share one wall box?
2) Should the box have been moved over to my property?
3) If somebody does move in next door and uses NTL, won't I be using their cable from the street?

Any answers to these questions would be much appreciated.

Finally, I sent a complaint off to NTL but as yet no reply. I should imagine that being so inept they are inundated with them, hence the delay... Will let you all know the outcome so watch this space ;)

Re: NTL Customer Services: Your personal experience
 

Simple answer here. If your cable feed is coming via another property you need to have an easement (legal right) for the passage of the service over that property.

When you sign the Ts & Cs (contract) you grant ntl an easement over your own property for them to run the cable across your garden. You can't grant ntl that right over property that has nothing to do with you.

Regardless of the health and safety or whatever excuses, simply put any new owner of next door would be well within their rights to simply sever the cable from their property to yours, leaving you high and dry.

time for complaints to ntl me thinks. Responsetek works well.

Re: NTL Customer Services: Your personal experience
 

I have been with NTL for 3 years now and I have never had a single problem with them. Any enquiries I have made to the CS team have been dealt with efficiently and accurately.

BTW can anyone shed any light as to why I havent been able to view this site for about a month? I've missed this place so much, especially when I heard about NTL and their 10 megabit offer.

Re: NTL Customer Services: Your personal experience
 

As I mentioned in a recent post, I've just moved and needed ntl to install services at my new gaff.

The installation went ok and all my services work fine so I'll be monitoring the situation and any 'traditional' ntl cock-ups will be reported on here but at the same time, if I get good service from anyone at ntl, I'll be posting that here too :)

Re: NTL Customer Services: Your personal experience
 

I have recenlty had (and am still having) a really bad experice. My rant on th topic is over 1000 words, so I posted it on my page.

http://www.thebrownhaze.com/2005_08_28_archive.html

Re: NTL Customer Services: Your personal experience
 

Any letters emails etc... send copies to Simon Duffy NTL Head office, Hook, Hampshire at least he can then gauge how your non-service is progressing. :rolleyes:

Re: NTL Customer Services: Your personal experience
 

They have finally cancelled the old direct debit order but told us they have no details of the new account details that we want to pay our broadband from, (even though we have given the account details at least 6 times over the phone) we were told we are now in arrears because of this https://www.cableforum.co.uk/images/...2005/09/20.gif

Re: NTL Customer Services: Your personal experience
 

I recently had my STB go wrong.

Called NTL - 10 min wait - CS agreed STB was duff. I was offered next day call, but went for the day after. Eng turned up within timeslot, changed STB (already had RF bypass as requested to CS!). Said there were hit delays on the network and to call back if it hadn't picked up my channels in a couple of hours.

Rang CS later, who said the new STB/card hadn't been registered :( and should be sorted within 24/48 hrs.
Channels available sometime the next day and CS even rang to confirm it had worked!

Overall 8/10 for that NTL experience.

Re: NTL Customer Services: Your personal experience
 

Has anyone got an email address for Simon Duffy?
My woes are listed in another thread :-

http://www.cableforum.co.uk/board/sh...ad.php?t=34500

so I won't go into details here. Just to say after waiting in for various NTL people once a week for the last four weeks I'm beginning to think my boradband will never work again.

I give NTL 2 out of 10 (their engineers are good, shame about the other teams who are supposed to back them up and the heldesk who hasn't ever got a clue what is going on).

Re: NTL Customer Services: Your personal experience
 

name.surname@ntl.com

I see your issue's been fixed now. Use the responstek tool on here - much more chance of your whole story being looked into.

Re: NTL Customer Services: Your personal experience
 

Can't say i've ever had a big prob with C/S. My only gripe would be the amount of time i'm on hold but anything i have phoned about is sorted first time. :)

Re: NTL Customer Services: Your personal experience
 

ive been having the continuos(sp?) hassle over the last 3 months of having a package change.

Im currently a subscriber to digital base pack, telephone and 2mb BB via a SACM my first call to CS was on the 3rd August at which time i informed them that i would like to get rid of the digital tv and phone line and have a Broadband package only. "No problem Mr.Sharp those changes will take effect from 3rd Sept"

Happy days i thought, 2nd call to CS was on the 26th August to confirm that they were aware of my request to change to a BB only package, "yes Mr Sharp i can confirm that according to our records you made a call on 3rd august requesting a change of package"

No problems there then.

3rd call made on Sept 5th i informed the guy on the phone that my package had not yet been changed he found the record of my call yet informed me that no package change had been actioned. He then informe me that he will take this case personally and assures me that my package change will happen.

Im now in the position where as of today (sept 19th) my package has still not changed, and im holding off my next call to CS at the moment because to be honest id be calling to cancel my entire account in my current mood.

Whats worse is that ive still been paying the full package price since August 3rd when by now i should only be paying the £24.99 a month.

So needless to say my opinion of NTL customer service was just great until such time that i actually needed them, from what ive experienced the inability to apply a simple package change does not inspire me with confidence.

Ill call again this week and see what happens

Re: NTL Customer Services: Your personal experience
 

Sharpy, I can only sympathise with you. I now have a direct line tele number of which puts me through to the MDs office since my complaint was taken up by OFCOM. Today I had a very cival conversation discussing relervent issues of which are to be put right regarding my account:erm:

Re: NTL Customer Services: Your personal experience
 

i've found ntl to be sometimes very helpful, but mostly uninformed, rude or that they fail to do as they say. having closed my account due to moving house and being a student so not needing it transferred, my cancellation was "lost" and i was charged for not cancelling my account a month before i was leaving. was finally creditted the amont charged back into my account after complaining, but have yet to receive the cheque despite ringing several times!

this said, i have ended up going with ntl again, but nother housemate is dealing wih the account this time!

Re: NTL Customer Services: Your personal experience
 

Have been trying to refund of monies owed to me by NTL for over two months. Contacted CS on five occasions and each time have been told that money is on its way. It is as a result of this type of service that I left NTL

Re: NTL Customer Services: Your personal experience
 

Just read the moneysavingexpert forum thread linked to earlier.

Those of you complaining I think have to look at ntl as a volume low quality service with not much (in theory) in the way of profit. Certainly less with the wonderful retentions people merrily reducing the bill of apparently anyone who asks without checking or enforcing new contracts, isn't the bottom line supposed to be profit not unprofitable revenue?!?!

A lot of these complaints appear to be about the wonderful outsourced technical support as much as general customer services.

I hope that at some point either the tech support is pulled back in house, or the outsourcer given a decent budget. My new employer actually has one primary metric to all customer service and tech support which ntl might want to try rather than BS call stats.

It's a really revolutionary one, really is amazing.

RFTET - Right First Time Every Time.

Is that really that difficult? Saves time dealing with repeat calls, so less queues and ultimately less staff required which = cost savings as well as improved customer satisfaction.

Cretinous management might want to look at that, bean counter run company = pile high sell cheap. Those of you looking for a good experience all the time may want to look at paying just a little more as that little more might well be paying for more dedicated and enthusiastic staff that aren't outsourced to an anonymous agency half way across the world. You end up that way relying on staff you don't give a s**t about, who you've repeatedly excreted on in so many ways, and whose performance you measure in anything but the ways that satisfy customers so you force them into not caring. That's not taking account of their magnificent 12k a year pay.

If you are happy with the pile high sell cheap philosophy then make your calls quickly and blag ya discounts, just hope to whoever your God might be that they don't go wrong as your God will be no help to you!

Re: NTL Customer Services: Your personal experience
 

I rang NTL on Sunday lunchtime to tell them one of their cable junction boxes had it's front missing and that wires had been ripped and others exposed - they said they would get someone out that day - nothing. Called again on Monday only to get an Indian Call Centre who did not even know what a junction box was! all they wanted was my postcode .. like talking to a robot.

Called again Monday 4pm-ish and the previous two calls to tell NTL their equipment was in a state of disrepair had not even been logged. The third employee I spoke to (British call centre - not Indian) was very helpful and apologised - someone was out later that evening.

Re: NTL Customer Services: Your personal experience
 

the green box @ the end of are road. has had the door open for about a year rang them months ago still not fixed it. i have to put a lolly stick in it to jam it closed

Re: NTL Customer Services: Your personal experience
 

Last month i contacted NTL about free sky sports free for 12 months and was given it as an existing customer ,
this month i was billed for it , and when i phoned i was told it was not free for existing customers they are liars and thieves not to mention the most incompitant company i have ever dealt with they always lie and fob you off to another department diabolical !!!!!!!

Re: NTL Customer Services: Your personal experience
 

First of all, welcome to the forum :wavey:

Secondly they are not liars and thieves. Many of them give up their own free time to help customers on this site. There are of course some bad apples in the company but they are definately the minority.

Thirdly I think I know the offer you're referring to and as an existing customer, I took it up. I think you need to have the Family Pack in order to qualify.

If you want me to chase this up and see if you indeed can have it, PM me your full name, address and account number and I'll pass it on to our contact in ntl.

Re: NTL Customer Services: Your personal experience
 

Re: NTL Customer Services: Your personal experience
 

OK it's not a good idea to post your personal details on the forum, send them to me via Private Massage instead.

Re: NTL Customer Services: Your personal experience
 

Absolutely awful

Firstly you have to wait for up to an hour, ok its freephone, but i have better things to do you know

Secondly, the staff could not give a t*ss about the customer, when i moved house i got billed double for everything and every month had to call the CS line and every month the cs op assured me they would personally sort out my horrendous billing, "leave it with me mr *****, i'll personaly look into this and make sure its rectified", eight months on and 40 odd phone calls later nothing was rectified, even managers lied through their teeth to me, they just give you a load of bull to get you off the line, for chrissakes, its my money you are debiting incorrectly but do you care , do you heck, im just another moany customer to CS OPS. What do you care if you are taking £100 out of my bank account instead of £50, leaving me with barely enough to live on.... Talking to NTL CS is absolutely pointless, it took me and my partner nearly 6 hours on the phone one sat morn to sort this mess out, at one point i felt like ripping the STB out and taking to the call centre myself and shoving it where the sun dont shine, but that would probably break my T+C's ooooh.....

Re: NTL Customer Services: Your personal experience
 

I have had a mixed bag of experiences with NTL customer services.

Ok as the previous person said, the call is free, but I think I would rather have to pay for the call if it meant the problem was sorted out first time, and I was not promised a call back that just does not happen.

For example, recently I was sent a direct debit form to complete and return, straight forward process you would think, it even said on the form, " complete and return in the enclosed envelope " looking in the envelope I see nothing but fresh air, isnt that annoying or is it just me being picky?
But here is the other side of the coin, I called cs, was told one would be sent out, no apology for not being sent one in the first place! but sure enough, 2 days later one drops through the letterbox.

To round off my thread I want to make a suggestion.
I would hazard a guess that a large proportion of people call cs with an issue that is important to them, and not as some would believe something trivial, imo if someone calls cs its not trivial to them, and that is what matters.
So I would suggest that when a call is in the final stage of completion, the cs staff ask the caller a straight forward yes or no question, " Have I helped you during your call? " a simple yes or no would be suffice.
I would hazard a guess that this would form a good pattern of opinion, and also weed out the " minority " bad cs staff that we are led by people on here who work there believe.
__________________


That is great if he actually sees your letter, him personally and not some stopper, otherwise he will not have a clue!

Re: NTL Customer Services: Your personal experience
 

Can anyone tell me why, all i get is a square with a red cross in on that post and no picture? Thanks.

Re: NTL Customer Services: Your personal experience
 

It means the images path no longer exists either because the images have been removed or deleted on the site they were being linked from.

Re: NTL Customer Services: Your personal experience
 

Thanks. I'm learning a little more each day. :)

Re: NTL Customer Services: Your personal experience
 

Hello again folks :)

I originally posted back in August of this year regarding shambolic service from NTL following a home move.

I haven't had time to post any further replies as have been working away a lot. I can see however that this thread is still going and NTL's service, or lack of is still a hot topic...

Anyway, following my rant on here about NTL's incompetence in mucking up my home move, I sent off a very detailed complaint to their customer service team. Over a month later I got what I can only describe as a really pathetic response, which did nothing to placate me or restore my faith in NTL.

It looked like all the person from NTL (perporting to be a customer care manager :shocked: ) did, was to copy and paste a couple of paragraphs from a complaint response template.

At the end of their letter was a paragraph thanking me for bringing the matter to their attention and stating, in so many words, that they learn from their mistakes...

The truth is they have learned absolutely nothing!

On Friday last week I saw an NTL van outside my new neighbours house (the very same house that I used to live in) and they had obviously come to connect the new tenants up. As I was working Friday and Saturday, the first time that I tried to use my telephone was Saturday evening and lo and behold the cretins have done it again! Once again while working in the neighbourhood, they've managed to disconnect my telephone service! This is the 3rd time in a year them muppets have done this and i'm livid to put it mildly.

I managed to get somebody from their emergency line to contact me today and they are coming out tomorrow to rectify it... No doubt they'll be out again on Tuesday because in restoring my service they manage to muck up someone elses!! Grrrr :mad:

I'm not happy with NTL and am giving serious consideration to asking them to just cut off all my services so I can take my business elsewhere. Apart from BT (who I refuse to use) who else is there providing telephone and broadband that are worth a go? Also, does anybody know how I can get a complaint to NTL without having to type it out and physically mail it to them?

Any help or advice will be greatfully received :D

Kind Regards
Scott

Re: NTL Customer Services: Your personal experience
 

top post m8 i agree with you all the way some of the customer service are ok some of the others they must just pick them off the street and sit them @ a desk

Re: NTL Customer Services: Your personal experience
 

Well NTL came out today to see what the problem with my phone is...

As I suspected the clowns disconnected my telephone when they installed services next door.

Apparently my phone was routed through the wall box on next doors house so they just pulled mine out without testing to see if it was live despite the fact it ran along the flippin wall and into my house!! Where do they get these idiots from?

Now I have to go a whole week without a phone as they can't/wont fix it until Saturday next. Tried to call the faults line this afternoon... Stood in a phone box for 20 minutes in the freezing cold waiting to get through only to be cut off.

I gave up at that point and came home...

I just hope that they are going to compensate me for all the mobile calls I am going to have to make...

Re: NTL Customer Services: Your personal experience
 

I can only say that in my opinion NTL's customer services must rank as the worst there is. They cannot get any worse. The staff are rude, arr ogant and disingenuous. So called suopervisors are always unavailable and never call you back. Apparently Simon Duffy has told his staff that they don't have to give their surnames to customers thus making it very difficult if not impossible to identify these rude and incompetent people :dunce: . Even the staff at customer relations are as rude and arrogant as the staff in CS.

All in all NTL per say are the pits. :td:

Re: NTL Customer Services: Your personal experience
 

ntl is a bit wierd.

Customer Service is sometimes very, very good. Sometimes it is poor.

I would say that, from my experience, it is way better this year than it was last year, and last year was better than the year before.

So overall, getting better.

Re: NTL Customer Services: Your personal experience
 

What Customer Service ? they have them ? :)

Happily my broadband has been fine for almost a year now without any problem, previously it was bad, and I use to dread phoning TS, the only thing you ever got from them is re-boot your modem, or its not our fault, must be your PC... (It was always a breakdown somewhere)

As for the phone, although I have had many billing problems, cant fault them, they always dealt with the problem and I was always happy with the results, even if there was another problem a month later, always dealt with promptly, always polite, always professional

I would say technically things have improved over the last 10 years vastly, and support have got better less rubber stamp help

Hip Hip !

Re: NTL Customer Services: Your personal experience
 

Its so ironic that I get an email telling me that there has been a reply to this thread after the trouble Im having at the mo! I am currently without telephone as I was cut off yesterday! I was given a discount on Dec 3rd LAST YEAR, and all hes been well. I got a call of my neighbor who has recently moved out on Mon, tellin me ha had a letter from NTL that was mine. I knew it wasnt a Bill cause one isnt due, so I asked him to open it. It said there had been a mistake in billing,m and it had been noticed I wasnt paying something, and I should. Therefore, I am to start paying it, and also backpay as well!

I am not bothered abt starting to pay from now, but I am aggrived at having backpay to stump up that I can ill afford. To make savibngs, I asked that my phone be downgraded from Talk Unlimited 24 to the basic deal. The lady I was talking to then said "I have n,,,,,,,,,,," Line went dead. I assumed we had been disconncted, and waited to see if she would call back. After a min or two, I decided to call back. I lifted the phone, and no dial tone!! I called the 0800 number off my mobile, and got a message saying that 0800 numbers were now being charged at 10p a min! I assumed it was an error so I phoned Orange who told me it wasnt an error, and since Dec 1st, 0800 numbers are chargeable. He said all the other networks charge, so they now do as well. I wasnt impressed. So, I go get my car, and go to a friends to use her phone. I finally got though to someone (Frank) who said he would get my line reconnected (the lady I was talking to, Vicky had actually terminated my phone acccount, but put on the screen that she had only took me off Talk Unlimited 24. He tole me he went to a colleague who had an extra profile and was able to get straight into my account and reactivate my line. he also said that he would get to the bottom of this "mess" and phone me back today. I dialled my number after an hour, and still got a dead tone so I phoned NTL again and I was told that it should be reconnected, and if it was, I should phone back.
In the meantime, Im sat with a dead phone, waiting for a reconnection so Frank can phone me back and explain whats going on.

I cant go round to my friends to phone again as she is out, and I dont have any neighbors. I live in a flat above a shop in a town centre and have no neighbors.

Its worrying somewhat not having a landline. You dont realize how much its taken for granted til its not working! Im disabled and could really do with it back online.

I must admit that up until now, I have had nothing but praise for NTL staff. I have never had any problems, and CS have always been great.

The WORST customer service experience EVER!
 

Dramatic title eh, let me begin by stating that this is not a gripe but just what actually hapened and it was (basically) all NTL's fault...

Eary one friday morning I was woken by a loud nocking at the door of my Girlfriends house where I had been staying. This was arround 7am so I was a little supprised. I ran down stairs assuming it was some sort of delivery and was met by my girlfriends housemate. (For comic reference, I was in my boxers, she her nighty) We proceded to open the door...

"******** CID, we have a warrant to search this address, may we come in..."

Now THAT was an interesting moment... No less than twelve ARMED CID officers proceded to enter the house (You don't say no to armed police) and we were politely but firmly asked to come to the station whilst they searched the house... I'd also like to point out that we weren't arrested. I did ask if we were free to leave and was told that we were free to leave at any time... and get arrested...

It turns out that there had been fraudulent adverts on a well known car sales website using stolen credit card details. These adverts were lures, with respondants being robbed at gunpoint. (As a web designer who also works part time for a credit card company my interview was VERY thorough)

It's also worth mentioning that the only reason full blown armed response and broken down doors weren't involved, was that the officer in charge had rang my girlfriends landlord who kindly pointed out that two polite early twenties girls are unlikely to be the hub of an armed gang...

Now here's where NTL come in. The police had got the IP from the car sales website. NTL had given them our address for this IP at that time. We didn't have a PHONE line or any form of internet then as NTL had only connected us a week before!

Simple error you might say, they can check and put it right in no time. It took 4 weeks! 4 weeks of being the prime suspect in an armed robbery case! 4 weeks with confiscated computer equipment and mobile phones! 4 weeks for them to tell the police they had the wrong people! (Which they had kinda worked out for themselves by this point)

You might expect that there would be some kind of large scale appology for this horrendous error... So far we've been told that the reason the address was given was that the modem (silver box) used in the bedroom (we were told we didn't have a connection, hence the new installation) was taken from the property and used to connect elsewhere.

Now I'm pretty sure that IP's are dished out by NTL at their end... NOT by the modem you used but that's just my understanding. How am I to know how NTL systems work. In short we haven't had ANY form of appology by NTL and they have still charged us for the four weeks we were without computer equipment whilst the police checked them over.

The WORST customer service ever. No other company has sent armed police to my door at 7am. Even that time I forgot to pay my mobile bill!

Re: NTL Customer Services: Your personal experience
 

Sooooooo the police asked for information from Ntl.
Ntl provided them with this information and the police acted on it?

Yep its all Ntls fault....

Re: NTL Customer Services: Your personal experience
 

The police asked for information about the IP used for the advert. NTL gave them our address for that IP when the advert was placed.

We didn't have ANY NTL connection at that time and we CERTAINLY didn't place the adverts.

NTL gave them the WRONG address and customers (Our account was activated two months after the advert was placed!)

The police wasted hundreds of hours and the expense of a warrant because of NTL's mistake.

Re: NTL Customer Services: Your personal experience
 

Yeah they are out to get you. Honestly they really are :rolleyes:

Maybe the department who receive any DPA requests don't trawl through all records of new customers when they receive a request.
Its fairly common for homes to have more than one connection under different names.

Unless of course you want Ntl to refuse to hand over the information that the police requested just in case they might make a mistake. Or maybe when someone leaves the property all crimes they commited in that property are declared null and void? :dozey:

Re: NTL Customer Services: Your personal experience
 

A reasonable response but I am not being clear...

My girlfriend and her housemate DID live at the addres at the time the advert was placed but they DIDNT have an NTL connection (or any other as it's a rental property and we're used to using mobiles) and weren't recieving any NTL bills. When they rang NTL about getting a connection they had to come out and install a new one as they didn't have one on reccord.

There WAS no NTL connection at the property when NTL said we placed the advert.

I don't suppose anyone can spread some light on the "The IP is specific the the modem used which was used at a different address" can they? BTW the box was NOT my girlfriends which has been safely tucked away in the hose since installed.

I know they aren't "out to get" me but some kind of an appology would be nice.

Re: NTL Customer Services: Your personal experience
 

Personally I would take legal advice with a view to suing their arses and would most certainly go to the press with it!

They messed up big time and innocent members of the public became victims because of their incompetence! What if there was an accidental discharge of a firearm and somebody got hurt or killed? It does happen.

NTL should be made to explain their actions and make amends for their mistake.

Oh well at least the worst they do to me is to cut my phone off once every 6 months and my broadband once every 12!

Re: NTL Customer Services: Your personal experience
 

Oh for the love of god. I give up :banghead: :banghead: :banghead:

Now Ntl are responsible for people being shot by the police. Anyone else? Black death maybe? Air Crashes? Possibly Hurricane Katrina.

Ntl gave the police information that was requested. I'm not sure how they get this information but its possibly down to the MAC address of the modem using the the IP at the time this can be spoofed but they passed on the information in good faith.
If the police turned up mob handed with firearms I don't think they asked Ntl if this was OK with them.

Ntl, Telewest and BT (plus all the mobile operators) hand over customer details regarding criminal cases to the police every day of the year.

Re: NTL Customer Services: Your personal experience
 

Ok Dezzo, it may well have been an honnest mistake.

I do have a few other points to make though.

• How exactly do NTL relate an IP to an account? Anyone know? Surely the obvious one would be to register the connection and account details used at the time without messing with MAC addresses?
• I'm aware that IPs can be spoofed but how does that explain them giving out an address that had NO connection AT ALL (even a phone line) at the time they were asked about? If you don't have an active account you can't just plug into the line and use it. It needs ACTIVATING first.

I can't see any way in which you can claim NTL didn't make a mistake.

Also, when I make a mistake I appologise for it, but that's just me, why should a company like NTL care if they (albeit accidentaly) made my Girlfriend affraid to go to her own home?

Re: NTL Customer Services: Your personal experience
 

I'd assume that they check the MAC address of the modem that was allocated that IP address at the time. Then they check the address that modem is allocated to.

Re: NTL Customer Services: Your personal experience
 

CS and TS for me have been great.

But, a close friend of mine has had nothing but trouble, I've had to intervene at times (listen in 3rd party when she calls me and puts me on coference with them) and I have to say, from what I have heard, the support that she gets is completely different.

Take the 10mb upgrade for example.

My friend lives just a few streets away, I hear from CF that 10mb upgrades have started and to call CS to get the upgrade, so I did, got the upgrade and within seconds was connected at 1024000.

She however called CS no less than 7 times on the same day as I called, to get a different response each time.
"It's not available yet"
"It's just trialling, you can't have it yet"
"It's only available to new customers"
and the best,
"10mb? Don't be silly. The network isn't capable of that"

On one of these calls where I was 3rd party, I intervened and told the CS advisor that I had called up not less than 4 hours ago and was straight away upgraded to 10mb.
He proceeded to tell me that it is just trialling, you have to get it through the trials team and you will only get speeds of about 5mb.
I told him that I had called CS and was getting full 10mb, being an ex-employee, I even showed him where in SABS he had to go to change it. (Yes, I'm a patrionising bas***d..:P)
To which he said he was not authorised to do so.

After all this, I told her to just wait until it officially rolled out and do it then.
So, 5th December rolls around, we both had mailshots telling us that 10mb was going to be available from this date..

So, she calls CS to get upgraded on the 5th, low and behold..
"10mb is still not available, new customers only"

So, again, she calls them, has me on conference call..
This time, the guy tells her, "It's just trialling at the moment, but I can upgrade you"

It took a long time, a lot of frustration, but we got there, yet it seems CS staff STILL were not in the know about the product, even on the day of launch!

It leads me to believe that NTL's CS team are not informed very well of new products and upgrades. Some seem to know, others don't.

I think that some learn from customers that new products are available, enquire about it with their managers and the like, and learn from that experience.

Others, flat out deny any such product exist and do this all day, don't bother to ask anybody, despite that fact they may have been asked about the product dozens of times.

The fact remains however, NTL are not communicating, or not communicating properly, to front line staff.

This certainly was the case when I worked @ NTL Tech in Newport, 2002-2004.

There was a comment that was frequently heard around the call-centre;
NTL, The complete communications company; except when it comes to communicating anything to their staff.

Seems this still stands true.

Re: NTL Customer Services: Your personal experience
 

My issue is now sorted. It turned out that my number no longer existed, and had to be reintroudced into the system. I was told this afternoon that it could take 48 hrs! I was not pleased. An hr later, I had a live phone again.

I still have to make back payments on something that I was told I didnt have to pay, but I now have a 10 MB connection, sooner than I thought I would get it.

Re: NTL Customer Services: Your personal experience
 

Personally I find them very hit and miss. You're lucky if you come across someone who is very helpful. I bet there are loads of competent guys on the helpdesk there but I always seem to end up with someone who isn't very helpful.

Re: NTL Customer Services: Your personal experience
 

Been with them since it came to my area (mid or late 80's),tv & internet (dialup then Cable), havent had a problen, the usual internet sub station going dead for a few min/hr or so, all in all, can't fault them.:D

Re: NTL Customer Services: Your personal experience
 

I've had occasion to call them (customer services) three times over the last day and they've been polite and helpful each time. They seemed to know their stuff quite well too when I had some awkward questions :)

Mind you what I'd asked them to do hasn't happened yet (10mb to 2mb) and each time I've called back to ask if it's been done they assure me it has and all I need to do is reboot my modem, which I did while they were on the phone.

Still on 10mb, but I've been assured 3 times now that I'm on the 2mb billing.

edit - and a big thanks to a member here for sorting this out. I'm not sure if I'm allowed to say who so I won't but you know who you are - you star you:D:tu::tu::nworthy::hugs:

Re: NTL Customer Services: Your personal experience
 

This is still the case in most areas of NTL, information is scare, when projects or trials happen the info isn't given out to all staff who will be affected. The management has been tied up for years in saving money and getting the company ready for a merger with Telewest, consequently every few months the various departments are shuffled about as they try and fit departmens into varying roles or under the leadership of another director or new directors and management structures are made up and no department can get to grips with what is happening, processes are written up then ignored, departments fight to resist in paying for projects or new equipment or general day to day things as they are trying to avoid there department having the expense taken out of there budget so try and off load onto another department even though a process was written up stating who is responsible for what. Concequently everyone is looking after number one, too worried to question anything,(don't want to stand out) ect

I could go on!

Re: NTL Customer Services: Your personal experience
 

Never had Probelms with any of the services.
Bill now and again messed up but hey it happens.

---------- Post added at 22:58 ---------- Previous post was at 22:22 ----------

Have to agree. Seems like one department doesn't know the role or boundry of the other. Which causes unnecessary transfers/information given.
I think you do get this with a lot of bigger companies.

Re: NTL Customer Services: Your personal experience
 

Customer support,dont realy know what there doing, but some do
tech Support,a big joke havent no idea what they are doing.
Tryed to get my modem upgraded 7/2/2006 took a hour and i spoke to 5 people here goes my little story.
1.Phoned customer support asked for a new modem as mine is old and can not take the full speed i am paying for, wrong department you need tech support heres the number.
2.phoned tech support, i think they are in india put me right if im wrong,talked to her about the new modem said we will send you one out ill put you back to customer support.
3.put back to customer support told here what tech support said she said hang on and could you hold the line which i did
4.put bck to tech support she said whats the problem told her the problem and i said that iv just spoken to one of your tech support which she said let me take a look in to your account.The tech said i was to be disconected and you want to come back i said no i wanted a new modem she said hold on put back to customer support.
4.hi can i have a modem upgrade, customer support can i have your post code,sorry wrong area ill tranfer you
5.the first thing i said can i have your name which he gave, i told him iv been messed around for 50 mins he said sorry i said dont transfer me he said i wouldnt do that so i told hm i need a new modem ungrade he said hang on a sec which i did he came back and said can i phone you back in 5 mins which i thought pass the buck never here from him again, ill cut it short he did ring back and sorted it all out.Well done BEN which was his name,some people at ntl are great at there job.Tech support is one big joke they cant understand me and i have trouble understanding them plus they are ..... had the same problem with bulldog customer support and they are in india and they ... and .... to me.has ntl tech moved to india it sounds like:(?

Re: NTL Customer Services: Your personal experience
 

NTLs attitude towards customers is the worst I have ever experienced in my life.

This ranges from deliberate total lack of understanding of the customers query to simply just either moving you from one department to another or simply hanging up because they can't be bothered to help.
You have to make several calls to find someone with some form of knowledge of ntl services and competence.

They appear to be under the mis-conception that we are a captive audience and as such treat too many customers like the above.

A popular 'fob-off' by ntl customer services is "I'll get someone to call you back ..."
This has happened to me several times and in all honesty not once have they called back.

The most offensive I find is the sheer times they have this cavalier rudeness when you call them regarding a query to be passed here, their and everywhere and then they have the gore to sound astounded that you're irate - amazing!

Re: NTL Customer Services: Your personal experience
 

No they don't like it if you get irate, in fact they may disconnect you if you get really abusive.

This is what happened to a rather hot headed friend of mine who although perfectly justified in his complaint was not in the colourful language that he used to the member of staff. Lord knows I have had to bite my tongue on a number of occasions!

On the subject of complaining, I wrote to NTL in December 2005 following a catalogue of unnecessary and idiotic errors not befitting of an organisation the size of NTL which affected me financially. To date I still haven't received a response! :mad:

I know that they received the complaint because I sent it recorded delivery yet it seems they may have binned it... :td:

Does anybody reading this know of who or where I can send a complaint by post that will be read, taken seriously and dealt with within a reasonable amount of time? [img]Download Failed (1)[/img]


Any assistance would be greatly appreciated :)

Re: NTL Customer Services: Your personal experience
 

Signed up only twice for new services, first in 2001 for Internet, and in 2005 to add a phone line and move house.
Both times resulted in several months worth of endless hassle, endless multi billing, accounts closed and re opened, till i was put in touch with someone who actually earns there wages.

Ive never had a major fault with any equipment, just a loose exterior cable once, and a new modem when i moved address cant fault them there, had the odd day were the INTERNET didn't work for most it, maybe a total of 10~14 times since 2001,

All in All i feel NTLs service is very good until you enter the world of customer services then it goes downhill, i would compare NTLs customers services right next to British Gas in quality.

Re: NTL Customer Services: Your personal experience
 

I wont bother going into specifics unless anyone is desperate to know- but there seems to be a well hidden core of decent support people- and a front line of absolute bull****ters - general callcenter fodder. Been with NTL since the Nynex days- had enough- should have moved a couple of years ago, just too lazy...but it only took one MORE episode of really appaling service to give me the final nudge i needed.

does that answer the question?!

Re: NTL Customer Services: Your personal experience
 

I phoned NTL today, as Mrs Gaz & I have decided to finally get digital TV, rather than the analogue service, which we have currently.

I phoned the default 0800 number, gave my phone no. & chose 'billing' - answered on the first ring, very nice chap called William told me no problem, to expect a wait of a week to ten days & he would transfer me to sales. Michael in sales took over the call, went through the options to make sure I was getting the package I wanted, didn't know about the bypass, but put it in the notes that one was required - and booked installation for this Friday afternoon.

All in all, minimal waiting, polite helpful people & a result within a timescale convenient to me, as I am off work, this week.

Course the fitting still has to go according to plan, and I know this was 'just' people doing their jobs properly, but it was nice to see it can be done. :tu:

Re: NTL Customer Services: Your personal experience
 

Hi all..

Sorry to say it but its been nothing but hassle with regards to my NTL connections. I only signed up last December but so far have had to deal with:

1. Someone randomly changing my DDebit details without permission

2. Having to call CS THREE times to have the issue rectified, each time been told that the matter had been delt with only for not to be.

3. Billed for a 1mb line that doesnt exsist in my property.

4. Having to call THREE times to sort out the issue

5. Had CS lie to me claiming a Manager call back only never to bother doing so.

It may seem like im going out of my way to moan, but all this has happend within a 3 to 4 month window which simply isnt good enough by anyones standards. Ive had people tell me that 'Its well know that CS are crap' etc.. but really, is that reason enough for it being SO bad?

I would much preffer to sing NTL's praises and recomend them to mates/clients etc but right now theres not a chance in hell!

It seems that that they have a great system in place - its just the human element that is letting them down. I realise that this isnt the case for everyone in the UK .... is there anyone else here calling from the Harrogate area having such isses?

Re: NTL Customer Services: Your personal experience
 

NTL customer service is non-existent. They are completely incompetent liars and don't give a damn about their customers. I am currently sitting in my flat with no television service over easter as NTL engineers came round yesterday and left without finishing a job. Despite me making several phone calls to customer services yesterday afternoon where I was promised someone would be round to complete the job by the end of the day I am sitting here listening to Heart FM instead. My broadband service has never worked properly since it was installed in January. I am completely sick of NTL. I hate them and I cant wait to be able to switch to an alternative cable company when my contract finishes. They have said they will be round tomorrow to fix it but I am sure I will be in for an exasperating day spent phoning the 0800 052 2000 number asking where the hell they are; being promised they will be round and they will not show up. I am considering legal action against them to recover the money I have been paying for a service that has never worked acceptably.

Re: NTL Customer Services: Your personal experience
 

Sorry to hear about that - if you PM me your name, address and account number I'll ask my ntl contact to look into this debacle for you :)

Re: NTL Customer Services: Your personal experience
 

I know exactly where ur commin from, had a number of problems when i had NTL tv/phone/cable. You ring customer services, you enter ur home phone number with dialing code so you can get thru to right area for support, then when someone eventually answers uve gone thru to the wrong area, so you get transferred or occasionally cut off. When you eventually get thru to right department you explain the problem, they always seem to want to pass you on or they just cut you off. Eventually i got so hacked off with them i got sky tv and a bt phone - costing me a fortune for installation and even more money per month than my NTL services - but well worth the extra expense in my view. I do currently have cable with NTL - am on the 10mb cable, but even that is crap. In the evening my m8 who has 1mb adsl can download the same file from the same site faster than me. I have been told its sommat to do with the high contention ratio, whateva that is - thats not my fault is it ? basically he pays £15 for a faster service than im gettin for my £35 - so am lookin at paying for 6mb adsl from BT which is now available in my area.

Re: NTL Customer Services: Your personal experience
 

i phoned NTL first thing this morning to have them come round today and sort out the mess they left behind on Saturday. Was passed around several times and after 40 mins of this I was told that engineers aren't working today and they will have to cal round tomorrow instead. Why didn't the first person I spoke to just tell me that???!! They have taken my mobile number and said that they will have the installations manager call me first thing in the morning to sort the problem out... That makes me chuckle, if I had a million pounds, I would be prepared to bet a lot of it on them not calling me and that I will also not have any service until this Saturday at the earliest... I can feel myself slowly going insane because of them.

Re: NTL Customer Services: Your personal experience
 

simonm, did you PM Russ as he requested? Our contacts in NTL do sort out problems such as these, and have a lot more control than a customer services person.

Re: NTL Customer Services: Your personal experience
 

This is my first post but I am so mad with NTL, to cut a long story short I had phone and internet with NTL until Jan last year I moved house and no longer needed their services, after some problems with them not disconnecting the line all was settled, I paid by DD each month and never defaulted.
2 weeks ago I receive a letter from a debt recovery co claiming I owe £102, I ring them they are useless, I ring NTL and a girl says she will look into it after first saying THEY owe ME money, then all sorts of rubbish which had no relation to my account. She promised to ring at 5 the next day. This doesnt happen so the next day I ring again, girl is really unhelpful and just says I will need to speak to customer relations the next day.

Next day I speak to a Michael in Swansea who says there are no notes about my previous calls or a debt, after an hour of him going off to speak to his manager, disconnections dept and credit control he says there appears to be a mistake and things should not have got this far. He promised a manager would ring the following tuesday as they had problems with their system, next tuesday no call at all. Then I receive a call and a threatening letter from the debt recovery co about taking legal proceedings.

So now I am in the position of not knowing why there`is a debt as NTL seem unable to tell me, the threat of court action and my credit rating affected as well as raised blood pressure.

Where the hell do I go now as I have no faith in getting an answer by ringing them again, I have drafted a letter to the CEO but have no faith this will do any good.

They have the worst CS i have ever come across and are a disgrace. Does anybody care who works for this excuse for an organisation

Re: NTL Customer Services: Your personal experience
 

:welcome:

PM me your name, account number, and a contact phone number and i'll pass details to our contact at ntl :)

Re: NTL Customer Services: Your personal experience
 

Chris

Many thanks for your help, I had a call from Gill at NTL today and my debt has been cancelled and they admitted that they had not disconnected my service despite several phone calls. It staggers belief that they could not have sorted this out sooner. How do you lot get this influence i wonder?

What really wound me up is the disgusting attitude of Buchanan Clark & Wells who obviously treat everyone as a criminal and do not want to enter into a rational conversation, they basically called me a liar and pay up or we'll take legal action by the end of the month, they shouldnt be allowed to get away with it. My last letter from them was sent unsealed and so was read by the people who now live there, I was asked to prove it which I said I could as I had the envelope in front of me obviously not gummed down, he then said its unusual and got quite aggressive.

Thanks again for your help and I will never have anything to do with NTL in the future

Re: NTL Customer Services: Your personal experience
 

It's not influence as such .... there are plenty of people at NTL who genuinely want to do a good job and give good customer service. It's just a matter of knowing who they are. ;)

Re: NTL Customer Services: Your personal experience
 

On the other hand, whats to be done about those that clearly couldnt give a toss!? :dozey:

Re: NTL Customer Services: Your personal experience
 

I've always been a fan of a public name-and-shame session but it seems like I'm in the minority.

Re: NTL Customer Services: Your personal experience
 

I'm with you Boyo. :)

Re: NTL Customer Services: Your personal experience
 

Sorry, but there isn't another one. Sky and ADSL for you my friend.

---------- Post added at 10:48 ---------- Previous post was at 10:47 ----------


Bt then this site would be no more than a witch hunt meeting place, rather than the help site that it is now. :nono:

If there are problem employees, it's down to ntl to route them out and deal with them, not a privately owned forum with an axe to grind. :nono:

Re: NTL Customer Services: Your personal experience
 

Sorry OB but in their long history they've never been able to root out problem employees, at very least in the technical departments people who were too incompetent to do their job tended to get promoted to manage their departments if they kissed the right behinds ;)

Re: NTL Customer Services: Your personal experience
 

I worked at ntl for over 7 years, I know how it works... It still doesn't mean it's this boards responsibilty to name and shame. This board does a great job of highlighting customer issues and helping them get resolved. But by no means should it have any part in publishing names or any details of shoddy CSRs. What results are gained from that? Any form of discipline or employee/job description discrepancies are for the company and the relevant HR dept of the company. NOT a public forum.

Re: NTL Customer Services: Your personal experience
 

Yup at one point when the phones were going completely nuts (100+ calls in Q) there were certain agents who were caught repeatedly terminating calls.

No action was taken against them, not even written warning.

One of them had an average handling time of 15 seconds (for the non call centre types here the normal average is about 120-140) but the manager sat back and did absolutely nothing.

It was only after he was recorded swearing at a customer he was shown the door. If the recording wasn't about I'm pretty sure he could have talked his way out of that as well.