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Re: NTL Customer Services: Your personal experience
As you may be aware have had problems with STB - now sorted - anyway lovely lady called asked if all was now OK said yes alls fine said I will credit you a months bill ( yes right) and she did !
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Re: NTL Customer Services: Your personal experience
The Textphone number for ntl is 0800 052 9735, as shown in the Contact Us section of the ntl website: http://www.ntl.com/locales/gb/en/contact/index.html :)
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Re: NTL Customer Services: Your personal experience
Hit and Miss with me, sometimes you can get someone who knows what they are doing other someone who has absolutely no idea.
I suppose this is the same for most customer services really. |
Re: NTL Customer Services: Your personal experience
I agree with most opinions on this forum - the one that sticks out most is it depends on who you speak to at Customer Care, on occasion I have had wonderful Customer Service, and others I feel like I am getting no-where - the best solution I have found, is if you have someone who is not helpful, be plain and honest with them, tell them you wish to register a complaint once the call is finished, and I guarantee you their attitude changes very quickly - mind you, I have yet to register a complaint, but it sure gets them on their feet and offering all kinds of deals and special offers.
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Re: NTL Customer Services: Your personal experience
:shocked: :shocked: I had to contact NTL on 4th. October to report that my new EPG was not working correctly, after a reasonable wait I was connected to CS. I explained the problem and the CS diagnosed that I needed a replacement box and an engineer would call on the 5th. which I thought very good service. Today the engineer called, he took about 15 seconds to tell me that there was a problem with the EPG, I could have told him that ! He also told me that it was a known problem and it would be rectified "in a few weeks" ! I asked about the replacement box and said CS had told me that a new box was needed and the engineer said they did not know what they were talking about and promptly left after spending less than 5 minutes in my house !!!!!!!
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I was gob smacked |
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Seriously though never let an engineer leave until you are happy. :) |
Re: NTL Customer Services: Your personal experience
I was actually told by one ntl bod that he "couldn't give a monkeys" when i was complaining.
you are a bit snookerd when you get that! |
Re: NTL Customer Services: Your personal experience
I do not have a problem with Customer Support its the Tech Support that is like a mine field and the worst ones in my book......:td:
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Re: NTL Customer Services: Your personal experience
Is there anyone who is happy with cable (telewest)because i have yet to meet them
---------- Post added at 14:10 ---------- Previous post was at 14:03 ---------- do they honestly read the complaint letters or do they just slingthem in the bin,i'e sent three since about August still no answer, just had another call from them saying they can't come after all to pull a new cable thru,how many times i've heard that excuse is unbeliveable,perhaps it may be done by Christmas |
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Both Customer "service" and customer "support" have lied to me telling me the following lies:
Lying appears to be a corporate policy at NTL. |
Re: NTL Customer Services: Your personal experience
hi ofigal can i ask what area your from?
ill be honest wouldnt have about the proxy servers but depending on where you are can sort out the billing side. |
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I've been speaking to Richard at the Executive Office. There should be laws against what NTL are doing, because in my opinion is it theft and fraud. Judging by comments on this site and others, this is also happening on a mass scale. |
Re: NTL Customer Services: Your personal experience
ok, im not even sure what a proxy server is so i'll leave that one, as long as your getting the month free as promised thats ok
hope all goes well with it, if not give me a shout one of the mods would be able to confirm i work for em |
Re: NTL Customer Services: Your personal experience
I recently moved house after several years of fairly reliable broadband and phone service from NTL. After 5 weeks i still have no service. I have taken 4 days off work to wait in for people. Finally after everything was connected i was told that I am a hanging house move. This apparently affects 1 in 40 people and takes 7-10 working days to fix. At least i was left with a phone line whilst I waited for broadband but today that finally dissapeared. Can we have a competition to see who is the worst treated loyal customer?
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Re: NTL Customer Services: Your personal experience
Peter, please see http://www.cableforum.co.uk/board/sh...php?t=33602217. Issues needing specific discussion are best dealt with in their own threads, rather than getting muddled in here.
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On 25th February 2006 I called NTL and spoke with Graham in Customer Services and cancelled the cable TV box (because I bought a digibox and decided it was ridiculous paying all that money each month year in year out to hire a piece of equipment from a service provider that could be replaced by this digibox that I could get for a much cheaper one-off price). Graham at NTL informed I had to give 28 days notice, so I agreed to this and Graham said they would need to arrange to come and collect the TV cable box. Graham discussed a collection time of Friday 31st March to collect the box and I explained I did not want to take the day off work just for them to collect the box and asked if they could collect it on a Saturday. They explained they could not arrange a time to collect the box on a Saturday easily as they have a problem with calendars and that I would have to phone back and arrange collection later. Finally after a conversation with Kyanush on 6th March 2006 if I remember correctly, it was agreed that they would collect the box on Saturday 18th March between 3 and 6pm and the TV cable box was removed from my property by them. When I was doing my paperwork in late March I read the statement from NTL dated 28 February which showed they were going to charge me for the TV cable box for the period 11 March to 10th April. Obviously to me but not to them apparently that would mean that they were taking money out of my account for a service I no longer had. On 23rd March, I phoned NTL customer service to point out that their statement showed that their accounts department had not picked up the fact that I no longer had a TV cable box and I spoke with somebody called Michelle. She said this is how they operate. She said the accounts department are not able to marry up this information immediately and so customers can over pay by a month or a smaller time difference, but the accounts department knew what they were doing and they would refund the difference and that refund would show up in the next statement. I said to Michelle, who sounded so nice and helpful, that I also wanted to cancel the telephone account that came with the TV package. I explained that when I had phoned in February to cancel the TV cable package I had completely forgotton that I even have a telephone account with NTL because I never use it. I said there is no phone plugged into the NTL socket. Michelle though explained to me that there was no need for me to cancel the phone, even though I had been getting the rental of it as a free package because NTL at the time were offering customers a deal whereby if they had a NTL broadband account (such as I had with them) they could have a free telephone line rental. Michelle persuaded me to keep the telephone line which I had just tried to cancel, on the premis and understanding that I would not still not have to pay for the line. I had thought I might as well keep it then, if it is still free. I looked at my bank statement after waiting the time stipulated by the customer advisor and noted that they had indeed stopped taking the money out in accordance with the explanation given by them. In between April and August I still received statements from NTL as I still have a broadband internet account. Their accounting system is unnecessarily complicated and their statement are user-unfriendly and I got the impression from the satements that they were both crediting and debiting me £23.25 a month because in the brought forward box on their statement each month a value of £0 showed. September 07 - I noticed when checking my previous few months bank statements that NTL had started taking monies out of my account again for a cable TV package I obviously no longer had! I had never given them permission to start up a fresh episode of them taking money from my account by direct debit. They are still taking my money for this! To add insult to injury they had put the price up of the product of theirs that I did not have to £24.25 a month! Yes, NTL were still making debits from my bank account of £24.25 each month to pay for a Cable TV package which I dont have because I cancelled the TV package account in February and they collected the cable TV box in March! Made a telephone call to Customer Services on Thursday 7th September 2006 and spoke with a Paul. I politely explained I was annoyed that they were still taking money from me and asked if I could have verification they would 1) correct the problem with their accounts department, 2) provide me with a refund as were were talking about an amount owing to me in the approx region of £125, and 3) which was said with tounge in cheek, that they could consider refunding the interest I have lost on that money had it have stayed in my account where it belonged for those six months. Paul told me it is not possible for him to get this sorted out. He said I have to speak to the Disconnections Department (yes the Disconnections department, Not the Customer Service department and Not the accounts department). Paul asked me if I would like to be put through to the Disconnections Department so I said yes and I was put on hold for FIFTEEN MINUTES listening to a very repetitive tuneless tune all that time, until my better judgement prevailed and I gave up holding. I called back NTL Customer Services and was put through to someone called Louise Branson who explained she was from the Manchester office and she gave me her extension number. ((Other member of staff in her office claim they dont have extension numbers, they just email everybody in the organisation if they have queries!, yeah right - Try getting anybody at NTL to give you their direct line!!!!!)) Louise Branson is a Customer advisor. Her business explanation was that this whole problem was caused because "I still had the broadband internet connection and that had stopped the sytem from stopping the debits for the TV". So she was going to raise a manual credit today and the next invoice would show a refund of the basic pack charges. The next invoice was not due until about 27th September. She said I had to pay backdated charge for the telephone line of £11.50 a month. I explained that was not right and she said every month I owed NTL £11.50 for the phone line and £11.50 for the Cable TV service. She did not believe me when I reminded her I dont have the Cable TV service and that I had been told on 23rd March 06 that I could keep the telephone line rental free of charge whilst I still had the broadband account. This seemed to be sheer lunatic accounting. Louise claimed the words I spoke simply could not be true. She retracted from the phone call saying she had to go to a meeting. Mark phoned from the disconnections department saying he had arranged disconnection of the phone line. He said there was no charge for this. He said somebody had changed the accounting system that very day because earlier in the day when we spoke it correctly showed up that I paid nothing for the line rental, and that suddenly a charge of £11.50 had been added for it. I asked him to send an email to Louise Branson to ask her to call me on my mobile. Louise phoned back and tried to imply that all the time since the TV box was removed I had in fact been paying £11.50 a month for the phone line. I explained again this was not so and that the statements that I had in front of me did not reflect the position she was trying to describe. She again opted out of the phone call to speak to her manager. Louise spoke with her manager, Elaine Burkhill and then called me back. Louise told me this whole problem was caused "because I was one of those customers who try to get services out of NTL for free". I ended the conversation at that point explaining I would address this whole matter with someone else at NTL. Another round of conversations later (about half an hour holding, being put to and thro, listening to that music, and finally after explaining that because I considered this whole mess could be perceived as a load of false accounting and that I was willing to speak to the police about the matter I finally was called back by somebody who seemed finally able to talk business. I spent about half an hour or more on the phone with her breaking down bit by bit, month by month, error by error, the exact amounts that were still being "incorrectly" taken from my account. She ended the conversation with a promise that she would issue a cheque to me on 4th October for the amount owing which was at that stage £142.20. She explained that Louise had arranged for a manual credit of £66 and so she would raise and send me a cheque for the balance of £142.20 minus this £66 minus a "part month credit" of £29. She said she would phone me on October 4th to advise me of the amount. On October 4th she phoned me while I was out and she phoned the next day while I was out and again left a message. I had advised her previously of good times to call. I was not well that week and have only just started to feel better now, so I have left a message for her to call me back. She promised she would issue the amount owing by cheque on 4th October. NTL already have my mobile number so they could easily have contacted me if they really wanted to bother. They could even have written to confirm how they were going to sort out this financial confusion they had caused but the idea of them putting anything in writing seems to be beneath their business idealogy. Because I have been ill and not able to call back for while, NTL have decided to hold on still to the money they took out of my account and they have still not sent the cheque nor raised this manual credit. I have checked my bank statements and they have not put the amount they owe into my account either. I wonder why they claim they are something along the lines of Britains "favourite" service with their "Hooray for NTL" campaign! Still waiting for them to come back to me. Total time of my own time wasted on this so far is about 5 working hours. :mad: You can guess how I'll vote! |
Re: NTL Customer Services: Your personal experience
Dancer you are spot on. NTL are losing old customers (8 years myself) because of their poor customer services, and repeated problems with bills. I don't think they care about the amount of time we spend explaining to them how they should be doing their job.
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Re: NTL Customer Services: Your personal experience
I have heard about the reputation NTL has for service excellence is poor and that there was complaints unseen to (a big pile so rumour has it in the offices, in telewest).
Good news is the merge from Telewest meant mixing the best of both companies. NTL are currently been introduced with the customer service levels from Telewest, so NTL customers (should start to notice a change on how their experiance is with the customer care is since we are aligning the level of service ready for when the new company has been fully finalised) one of the reasons why NTL apparently had such poor customer care experiance is because 90% of the staff was new (They had a high churn internal staff members leaving) meaning the vast majority are inexperianced (less than 6 months with the company) including managers and many left because every call was a screamer (complaint). (Please note this is only from what I have heard and may not be facts) What is for certain is that NTL are adopting the customer care experiance from Telewest as they have sent people from Telewest up to retrain their existing staff members at NTL Good news is Telewest has always had a better reputation for its customer care experiance to NTL and with NTL taking on our methods of driving customer care it should be a turn around for those customers at NTL |
Re: NTL Customer Services: Your personal experience
was on hold for 30mins...............
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Re: NTL Customer Services: Your personal experience
I've just signed up to NTL, mainly because analogue TVreception is getting worse and currently there is no terrestrial freeview transmission in this area.
NTL were due to install tomorrow and I've just had a call (4:00PM on the day before) to say 'unfortunately we can't install tomorrow as we've just realised it's a 2 man job'. WTF?! As if they don't know it already!! They are now due on 29th Nov. I'll post then as to how that goes. |
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Re: NTL Customer Services: Your personal experience
actually the cooling off period starts when you have been installed not from when you have signed up.
also they probably did a site servey the day before and found out there was external cable work that needed doing which is why it needed a 2 man crew. a normal installation is done by one tech |
Re: NTL Customer Services: Your personal experience
Been a customer for years (Diamond Cable days) and mostly OK service with only a few gripes that were generally sorted out with a bit of patience.
However, in the last few weeks since the Digital TV channel revamp, I've had nothing but trouble with the service. Images blocking out & freezing, audio/video out of synch, every day at exactly 2pm the screen goes blank and can only be cured by changing channels and then changing back again, if I'm at home. (any preset recordings after this time result in a silent black screen), TV guide takes an age to update, VOD not updating, constant reboot of STB in order to try to rectify my problems, box updates just hanging the whole system. I initially reported the problems some weeks ago and was told that an engineer would be out between 9 - 12 on a Saturday, waited in - no engineer, went to work Saturday PM only to find a card saying that I would be charged £10 because I wasn't in when he called, rescheduled eng visit having been told that the problems were probably due to my old PACE box & that a Samsung would cure these problems. Engineer duly arrived for the rescheduled visit (very polite gentleman) but swapped my original PACE box for another PACE box saying that he had no Samsung boxes with him. He checked all signals - OK, and over the next half hour or so all my channels arrived and were viewable - Hurrah! all my problems solved. UNTIL Next day at 2PM the screen went blank, audio/video out of synch etc. etc. Again contacted CS, told that the earliest appointment that was suitable for me would be in ten days time (this Friday 24/11), booked the engineer, booked the time off work (loss of earnings) and was told that I would be compensated for the loss of service (I'd rather have a working telly though). Yesterday (20/11) I had a message on my answermachine saying that my problems had been solved, and that I needed to take no further action (??) As I was listening to this message, I switched on the TV only to find a blank screen, and same again tonight. My system told me that there was an update for my STB which I applied, and as before the system hung. During this hang I once again contacted CS who advised me that this update should only take a few seconds to complete, so another STB reboot was required. During this reboot I confirmed with the CS that I would still be having an engineer visit this Friday, but was told that the appointment had been cancelled by NTL as my problems had been fixed. As I am still exeriencing all of the problems I originally reported, I was told that I would have to wait another week before an appointment could be arranged that is suitable to me. As this whole debacle has so far cost me three lots of time off work (all unpaid) I asked for a contact name so I could complain directly to someone in person rather than just to the Complaints Department in Manchester (previous correspondance to this general department has not even resulted in the courtesy of a reply) but was told that it was not possible to provide me with a specific name. I've tried using the complaints procedure on the website but eventually that just sends me back to the page with the CS 0845 number. How do I get to speak directly to someone within NTL who will not only listen to my complaints, but also has the authority to initiate remedial action that will result in my receiving the service that I pay for ? (approx £80 pm for TV, BB & phone) Sorry to bang on for so long about my problems, but short of kicking the cat up the a**e, I'm at a loss to know what to do next. |
Re: NTL Customer Services: Your personal experience
Very mixed. I'm currently struggling with a problem that apparently is being caused (or at least aggravated) by slow speeds in the Watford area - I'm in Chesham. My BB keeps dropping out and then reconnecting itself. After the STB was replaced and my computer wouldn't talk to it, I called TS on a Saturday evening and got a very helpful, thorough guy, who treated me like an intelligent human being, did not get hissy about the fact that I had a router (though he did ask me to disconnect it to get the computers working again, and said I'd have to get the person who originally installed it for me (my brother) to reconnect it), and talked me through the problem step by step until it was fixed. CS keep saying, can't get a response from the STB, I'll have to send an engineer out. I've now had 3 engineer visits and the dropouts are still happening, ie the problem has not been fixed. And invariably the system works perfectly while the engineer is actually in the house....
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Finally arranged an engineer visit for Saturday 25/11. FURTHER UPDATE Waited in all morning, received phonecall @ 12:33 to say that the engineer had broken down but he would DEFINATELY be attending this afternoon. 15:30 contacted NTL to make sure he was still on his way but was told that he had already attended and fixed the problem at 12:33 (time sounds very familiar), put through to CS who said they would investigate and call me back at 16:45 in case engineer had turned up. Still no engineer & CS duly phoned back at agreed time and put me through to faults department who offered to book another engineer call out (by now this would be the fifth planned call out) but I can't take any more time off work (cost me over £400 in lost earnings so far). I asked for the name of the engineer who claimed to have visited and fixed my fault but was told that they had no way of knowing who the engineer was!!!!. Asked to be put back to CS so that I could cancel all services with NTL but was told that they do not have the facility to transfer calls to other departments within the company (you really couldn't make it up, could you). Redialled to CS but as it was now 17:10 the answermachine message told me that they were shut. One more phonecall on Monday evening should end all this hell once and for all. |
Re: NTL Customer Services: Your personal experience
Just so you are forwarned, the disconnects department is only open M-F, 9-5.
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I was happily using all three for 3 weeks when my telephone was cut off. after lengthy discussions with NTL the number I had, had already been allocated to someone els so a new number was given to me. After checking my bank statements I discovered that NTL had taken almost £200 from my account than they should have. again more lengthy telephone conversations (at my expense) They agreed to alter their files and ensure that the correct amount was taken frm the DD. However 2 weeks later yet another amount was taken. Again more lrngthy phone calls with the promise that it would not happen again. Now I would now have to pay for the service for 8 months as I was so much in credit. (very nice of them) it turned out that they had set up 2 seperate accounts for me in the beginning. I decided that I wanted to go wireless and so purchased a wireless router from the on line NTL shop. after making a 50 mile round trip to City Link who had the task of delivering the parcel I was informed that they had lost it. not NTLs problem i grant you. However after the obligatory trials of numerous telephone conversations over 2 weeks they now had no record of the purchase. No refund and no router. I eventually had luck with a refund from the distributors with no thanks to NTL. I would not reccommend NTL to my worst enemy and will be changing back to someone else as soon as I have been reimbursed or used up my credit. they are the worst company I have ever had the misfortune to come into contact with. |
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NTL are EXCELLENT!
Ive had 3.5yrs of fabulous services and im extremely happy, 10Meg Broadband = Excellent, NTL Digital TV = Excellent. Theres one extra thing NTL can do to make me love them even more! and that is.... Pop me on 20/50MEG :D |
Re: NTL Customer Services: Your personal experience
Dismal.......In my 40 years of life so far I have never experienced such terrible customer service. They have no idea. Does anyone have the mobile number of their Customer Service Director? He/She really needs to understand how badly this Company is failing its customers. When it works the service particularly the broadband is good, when it goes wrong woe betide you! So far over 4 weeks trying to get my channels fixed, some do not display at all, so far 4 hours on the phone, 1 engineer visit without resolving the problem (didn't even bother to check) 1 failure to turn up by engineer, 6 promises to return calls not fulfilled.........and so it goes on....:mad:
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Re: NTL Customer Services: Your personal experience
may it me but why do ntl say by card and not paypoint if you call pay with a card there turn it back on with in the hour but it was not now there it may be 48 hours last month pay by paypoint there got it next day this month made to p[ay with my card and there my service is off for another 48 hours but someone told me this morning my service be in one hour it was not now there saying 48 hours so ntl why do you one thing and do something else
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Re: NTL Customer Services: Your personal experience
This is probably not the first time this has been mentioned but I have to say NTLs customer service hours suck! What time do channels run some of their top programmes? - 8pm? what time do NTL stop thier customer service - 8pm? (btw is anyoneone getting sky one at the moment?)
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Re: NTL Customer Services: Your personal experience
from dial up through to broadband i personally have not had i single bit of bother
with ntl i must be very lucky if as i see from posts regarding horrendous problem that some people experience:tu: |
Re: NTL Customer Services: Your personal experience
Technical aspect of the service is OK, but not impressed with CS I'm afraid. Twice I've had to contact them, and twice I have been disappointed.
First time was when we moved house - service was connected fine but direct debit wasn't set up properly. Rang them - 'OK we'll set it up for you now'. Result - still not set up. This happened every month for 4 - 5 months until I eventually got tired of ringing them. The end result? The bill gradually accumulated until they cut me off because I owed too much! No demand for payment, no warning, just no phone or internet one day. Had to pay the whole bill by debit card to get reconnected. Second instance is being promised one thing on the phone (50% discount on BB) but getting billed the full amount. Has happened twice and on each occasion they have refused to accept the possibility that they might be in the wrong - "Sorry sir, we've no record of that on your account". So thumbs down for CS from me. |
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The big question is - do the indians in faults even know how to use a computer screen? Quite simply, I hang on for over half an hour this evening incurring substantial mobile phone costs as my ntl phone, TV and broadband are all completely dead. Faults eventually answer and decide I've been cut off as a bill hasn't been paid. Not their problem you need to call customer services. 15 minutes more of hanging on the mobile, and after another 5 minutes of "my systems running slow wait while I reboot" the scottish sounding lady says faults are talking rubbish, your account is all paid up. She does at least now offer to call me back on the mobile, does so, and then I can wait for faults to deign to answer. Fortunately, an hour after I've started all my hassle, and while waiting for faults to answer, my services spring back to life of their own accord.
Ntl - you readlly do need to make improvements - make sure your staff are competent - the CS people were, but faults clearly are hopeless - and get those call answering times down. 1/2 hour or more is a joke. |
Re: NTL Customer Services: Your personal experience
to change the usual topic of thread i would like to congratulate ntl on a partial job well done for a change,
had a tv drive installed today, the guys turned up and apparently they had on thier job sheet a normal stb install, anyway he had a quick chat with his supervisor and left, about 15 minutes later he turned up with a tv drive and all works ok. the installs guys often get a lot of stick when its not their fault so would just like to say thank you as im well pleased:) |
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Re: NTL Customer Services: Your personal experience
Right... I've just voted generally OK for customer services. Recently I have been able to get through to a 'human' quite quickly. Up untill about a year ago it was awful. The only problem is, that the fault I have with digital TV is the 'On Demand' service - which is crap, in fact it doesn't work at all!! I've phoned CS three times within the last month, I get through no problem and they can help to a certain point and then agree to send an engineer around at a certain time - this works, they fix the problem and with an hour it has gone wrong again. No problems with 4MB broadband or phone - I am thinking of going the Sky route though 'cause I'm so fed up with not getting the service that is constantly advertised.
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Re: NTL Customer Services: Your personal experience
Never had any real problems. The latest issue that I needed to contact them about was broadband through a Pace DTB dying Friday evening before Christmas. Called CS and got through inside 5 minutes. After telling them that I'd reset the box and the computer, tried a few ipconfig things the tech at the end of the line tried interrogating the box, couldn't and said they would get an engineer out. The earliest they could manage was the following Thursday (as it was over the Christmas period I wasn't surprised) but as both myself and the missus were back at work it would have to be the 30th. Internet did come back after a day or so but we had been having reset issues with the Pace so kept the appontment live. Engineer duly turns up listens to the problems we'd been having and tells me that he can spend some time checking for the fault or swap the box out. Went for the swap out and now have a brand new Samsung.
It took two calls to get the BB running again as the password for the PID had been reset but again the calls took around 10 mins each. Given when the fault occurred I couldn't blame them for the timescales they proposed, so I'd say pretty well done. |
Re: NTL Customer Services: Your personal experience
OK well I was supposed to have had my ntl services installed on Saturday 13th January 2007. Sadly it was left mid installation with no further correspondenc or explanation
The installation engineer arrived within the allocated time slot (11am) and installed the cable and set top box and modem, but towards what I assume was the end of the installation informed me that the installation could not be completed as the service needed to ‘catch up’ with the box and that a supervisor would return to my house the same day to complete the installation. He left at about 12.20pm. At 3pm I called customer services to explain that I was anxious that the supervisor had not contacted me. I was informed that my account had be ‘flagged’ and that the supervisor would ‘definitely be with me’, Nobody came. I stayed home all day and evening. Becuase i was told that they would be there. It is now Monday 15th January and after hearing nothing and despite making more than 10 calls to customer services and receiving promises of a call back from the installation engineer manager and a visit from an engineer today, I have heard absolutely nothing! I am appalled at the complete lack of customer focus and care the NTL staff have shown in this case, what a shockingly bad start! As it currently stands I have a set top box and modem and nothing more. My previous service provider has been ended and I am now without either TV or internet services. And no idea when its going to be resolved as no one can tell me! Anyone else suffered this ? I am so dissapointed Quite apart from the inconvenience caused by the ntl engineers’ lack of care, I now have to waste my time trying to organize their staff for a return visit to complete the job. |
Re: NTL Customer Services: Your personal experience
kriz, :welcome: to CableForum.
This thread isn't really for detailed descriptions of specific problems. If you create a new thread in the relevant forum area, we can refer this problem to the site's contacts within NTL. |
Re: NTL Customer Services: Your personal experience
Welcome to the wonderful world of NTL Kriz105. It wouldn't be the first or last time you will need to contact them. The very best of LUCK!
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Re: NTL Customer Services: Your personal experience
:mad:
I feel very miserable at the moment, why we changed from Sky I will never know, oh yes, NTL had an offer so we took up broadband, TV and phone. They came to fit on the 15th Dec, to fit all wiring 10 mins, bearing in mind they drilled an hole from one room to another for broadband connection, ripped my wallpaper, broke several decorations from my Christmas Tree and nail the cable through my £40 metre wood floor, scrstched my TV, did not put the wiring round the skirtings but, took the wire across the front of the radiator (hot pipes and all) did not fit the wiring to fit skirting and then nailed the cable onto my floor across the front of the fire place and round, I cried when I examined the work. They could have take along a skirting board and round a door casing?? supervisor came back to do this he then damaged a radiator and nailed the cable to the wall instead of the skirting. I have taken photos and will be taking through to smallclaims. The installion people were COBRA for the Lancashire area NTL - our first phone bill was not ours but someone elses they had to put new wiring in the box!! They had charged us for calls when we are on tal unlimited. Have had a reply to a recorded letterI sent saying that customer services would get in touch that was over 2 weeks ago. Have been offered compensation but but would not pay for any of the damage. They did send a joiner round who sub-contracts for Cobra to take out the nails and fill in the holes with cosmetic stain, you can still see it!! But they were very busy making right what Cobra had nmade a mess of. The supervisor was very rude who visited after the istallion and stated that he had pulled up outside and spoken to his boss and said "god, this is a nice house, not one of the usual messes' he continued to say that he would not have expected installation like this in one of the house they see has a mess - holding his nose" should this make a difference?? Think I have tracked HO down for cobra and if it takes 18 months I will see them in the small claims. ---------- Post added at 17:11 ---------- Previous post was at 17:10 ---------- Quote:
Dont Have Them - You Have Got Away Lightly!!! |
Re: NTL Customer Services: Your personal experience
Tell you my story ***** it started the 28 Dec 2006 and is still going on by the way still no telephone line
I actualy feel sorry for customer service staff they are very very hard pushed I was actualy told by one of them 'will phone you back befor 3pm i am in a quew this was 0930am What else can i say well took over 45 mins of continualy going round then spoke to INDIA who could not understand me and I could not clearly understand her BUT the bottom line still waiting to get my phone line fixed HOW DO I VOTE FOR INCOMPITANT |
Re: NTL Customer Services: Your personal experience
Well I was so happy with the service that I recieve from NTL that i decided to join them and become a Virgin and sell there service through the retail trade computer Independents where most prefer our service due to the ease of set up and lack of problems caused by ADSL. Looking forward to the future with Virgin Media can see good things coming from it
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Re: NTL Customer Services: Your personal experience
Have had NTL Broadband for 1 year now and cant really complain about the internet connection. Also have NTL phone which isnt too clever - no caller display available / have phoned on 5 or 6 occassions asking to change something re my phone bill & nothing was sorted despite a 'yes that has been done'! My fault I suppose as never took a name & chased it up but shouldnt have to really. We recently bought 3 mobile phones so hardly use the land-line yet phone bill is still 20 to 30 pounds per month which I consider a lot. Quite excited about Virgin taking everything over. We have Sky + at home which is very very very good & Id be lost without it. Would like to change all to NTL but heard bad reports about NTL TV lines not being reliable. If they could gaurantee a good service or equal to Sky I would certainly change all to NTL/Virgin? Virgin is a very good brand I hope it is a good sign of things to come (but my Sky Sport is my life-line - if that was unreliable I would switch back to Sky and not return (although I dont like or trust sky I have had few problems recently)
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Re: NTL Customer Services: Your personal experience
The list is endless ....
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Re: NTL Customer Services: Your personal experience
Poll may be closed but my experiences have been dire.
Example 1-- Called in given my phone number, queued, only to be told that I had been directed to the wrong call centre and that it was IMPOSSIBLE to transfer to the correct call centre I would have to dial in again:mad: . Example 2-Brodband installation, the tech decided to fit a cable modem rather than use the STB, trouble is my account had been initiated with an STB and the tech left without testing my PC. it took about two months to get a relible connection. Since then though it has been fine:) . Tech support does seem to have improved in the last few months. I simply cant be bothered to register a fault every time the STB locks up. Lets hope that red logo improves customer service still further there is still a long way to go. |
Re: NTL Customer Services: Your personal experience
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Re: NTL Customer Services: Your personal experience
NTl are the worsty company for customer services I have ever dealt with. I was a customer for several years ( telephone, tv, broadband). I spent several hours every week for over a month simply to request a transfer of all services to my new house. Their house moving department is absolutely useless. Sometimes I persevered for 50 minutes on hold,only to be told to call the next day as the person who had answered my call was unable to organise this transfer. I eventually had to cancel the lot. B.T could connect my telephone with the same number within a couple of days ( NTL 8 weeks). I managed to get the broadband in my new home within a week by going into the shopping centre and posing as a new customer. The digital tv I decided to do without due to NTL's total incompetence. I have been sent a bill for these services at my old address even though I moved last month. I had been a customer for years from cable tv to digital , modem to broadband and always had my telephone with them since the start of comcast to NTL. Now I would recommend anyone to use other companies and avoid NTL at all costs. CHRIS.G
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Re: NTL Customer Services: Your personal experience
Well I have to say, I have rang ntl: 3 times this week, and on all 3 occasions I was straight through, one time it was around tea time, which I expected it to be quite busy. All of the staff were very helpful, making sure I understood everything I was told, always asking if there was anything else I needed help with before I went, which is easy to ask and just seems a nice touch, I upgraded to te Virgin VIP pack, was all completed within 5 minutes and have a engineer coming on Friday morning, all easy! Well done ntl! (Probably the last time I'll get to type those 3 little letters on this forum!)
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Re: NTL Customer Services: Your personal experience
bye bye ntl... hello virgin media!
There is a new thread to discuss virgin media's customer service here: http://www.cableforum.co.uk/board/sh...php?t=33607712 |
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