Cancelling NTL - letter wording help please?
 

Hello,
I am about to write a letter to NTL to cancel all thier services. I am moving to BT/Sky/Pipex as I am more likely to get better levels of service & a red button that works :D

I know that I need to do this in writing otherwise NTL are likely to say that they have no record of a cancellation, however I would like some suggestions as to what to say in the letter.

Having been a customer for 8 years+ my main reasons are:
Constant billing errors & bad service, poor level of services (red button never works etc despite "its coming soon") and the recent disconnection treatment despite the cuse of it being no fault of my own (i.e. its NTL/PO).

Now I can put that down easily enough, but what else do I say to ensure that the date I want the contract to finish is the date that the services get cut & not before also that I receive no further bills after that date etc (yes I know I'm asking for a lot from NTL).


Cheers,
Zoombini

Re: Cancelling NTL - letter wording help please?
 

Keep it simple, state that the letter is formal notice of your intention to leave ntl, and that in accordance with the T&Cs you are giving a minimum of 30 days notice. Unless otherwise agreed between you and ntl in writing, the date of termination of services is to be xxx.

Make that last sentence bold for effect.

Re: Cancelling NTL - letter wording help please?
 

suggestion letter

Dear NTL,
i would like to thank you for the serveral years of serivce but however of recent months my NTL service has been lacking somewhat, i am experiancing disconnection problems and also have been shocked at the constant billing errors and the poor effort of sorting things out, i also feel that the level of service has declined of late and the lack of a "red button" even though you have been promising it for some time has eventally swayed my judgement to leave NTL and to join another service provider for my Phones/Broadband and TV. As I am now looking for a new provider i would like my NTL connection to cease as of (enter date here) and the final bill to be sent out asap from this date.
I would be grateful if this could be dealt with as I have requested as i want a smooth transition, also i would like a reciept of this letter if possibel to the above address or email address
many thanks


dont know whether that makes sence or not but thats what i would prob write
cj x

Re: Cancelling NTL - letter wording help please?
 

In all honesty, you are better RINGING in as opposed to writing.

Call up your local Canx dept, and arrange canx of service, and arrange a date for pickup of your services.
Writting a letter takes to long to get processed in all honesty, we get letters off prospective new customers that were writted 1-2 months ago and for some reason take an age to get to us!

Call in, it'll save you time/effort and a lot of stress!!;)

Re: Cancelling NTL - letter wording help please?
 

Oh I have called in & a "David" has set it up to cancel on the 26th May.

However, I have heard many stories about cancellation calls being ignored as the contract states that it must be in writing.
So I wish to back the call up with a letter to confirm it.

Incidentally, they are going to pick the equipment up the following weekend, what exactly will they want?
I have an STB and a cable install kit.
But the cable install kit is wired in throughout the house.

Will they remove the isolator et all or just switch me off in hope that I join again at a later date?

I will remove the STB from the system myself.

Re: Cancelling NTL - letter wording help please?
 

They will want to collect your Settop box, if yoy are disconnecting all services with them they will probably disconnect you at the cabinet in the street. Depnds on your region though

Re: Cancelling NTL - letter wording help please?
 

I would definitely follow up the call to CS with a letter. Protects you, just in case something don't go right. If as said above ntl can't deal with letters, that is ntl's problem not yours. Bottom line is that it's very difficult to prove waht was said by phone, but if it's in writing, that is clear to all.

Re: Cancelling NTL - letter wording help please?
 

It would also be a good idea to send the letter by recorded delivery, that way if and when they say they never received it,you will have proof!

Re: Cancelling NTL - letter wording help please?
 

Agreed re: writing and sending recorded delivery.

However I would also copy in the MD of your region, or even the CEO at Head Office.

All too often, the reasons why people leave a service (any service, not just ntl) are never recorded and analysed. If you cite specific problems, issues and lack of resolutions, then at least it gives them the opportunities to address them for future and existing customers - even if they can't be bothered - at least you know you're doing the right thing.

Re: Cancelling NTL - letter wording help please?
 

OK, call made, arranged etc, letter written & awaiting sending.
now my next biggest problem is actually getting to the PO to send it.

Re: Cancelling NTL - letter wording help please?
 

As if they would take any notice, they think that we are all thick... :D

Re: Cancelling NTL - letter wording help please?
 

Just tell them that your giving notice of cancellling their services. Yuo dont have to explain why.

I would also call too and if you pay by DD cancel the DD agreement at the bank to make sure they dont take an extra payment

Re: Cancelling NTL - letter wording help please?
 

Send your letter via recorded delivery.

Re: Cancelling NTL - letter wording help please?
 

Well then why bother asking for assistance writing to them....if you don't think they're going to listen to anything you have to say, then write the letter, stating you're disconnecting.

Put your name, address, account number, date and date of termination. Sign at the bottom, send by post.

If you want people's input on what you want in it, don't tell them they're wrong when you get a reply.

Re: Cancelling NTL - letter wording help please?
 

In fairness Andy, there was a ':D' at the end of the post by Zoom that you are referring to. ;)

A slight overreaction per chance? :angel:

Re: Cancelling NTL - letter wording help please?
 

Yes, sorry, perhaps.

Re: Cancelling NTL - letter wording help please?
 

I think so too.

He was being sarcastic about NTl listening to him, not you lot.

Zoombini was greateful for all your replies, they helped him write his letter & it is being sent by recorded delivery tommorrow.

What he meant was that NTL would not listen to his complaint.
NTL are now doomed to be history for us both.

Re: Cancelling NTL - letter wording help please?
 

Hi
You dont need to write a letter to cancell just phone c/s i have cancelled thursday phoned c/s gave them 30 days notice it was exepted they phoned me back saturday 24th to confirm cancellation and reason for leaving bt have allready bean in touch with ntl

Re: Cancelling NTL - letter wording help please?
 

well, do & dont have to are a matter of who actually cancells the account.
If NTl want to they can insist on it, however writing in just makes it legal & confirmed so that they cannot deny any cancellation took place etc. he HAS rung in & cancelled it though, its jjust that knowing NTL he is best off confirming it in writing.

Re: Cancelling NTL - letter wording help please?
 

I cancelled mine recently, I had one letter saying that I owed them £25, but as it was my last month and I had ADSL installed, I felt they could wait for that cash.

The irony being they sent me a letter saying that I could be charged £20 for reconnection when I made payment of that bill is funny, as I dont want their service back \0/

Re: Cancelling NTL - letter wording help please?
 

NTL, just like any other company, can say they have not received a letter, or, it was overlooked.

One sure fire way to get them to realise you are serious is to cancel the direct debit with your bank.
If you owe them money, you will hear from them, whether you pay up is a matter for your own judgement.
Telephone them first by all means, but tell them that you are cancelling the direct debit.
Ntl must be on some kind of suicide mission as I see it, they increase charges to one set of customers, how the customers react, only time will tell.
I have already informed them I will be cancelling some of the services, I am currently on 1 mb broadband, I may aswell drop down to the level below.
For the sake of writing off a £3 per month increase, they are risking losing a lot more.
But it will take a lot more customers to treat them the same way, if enough do and they take no action, then they have basically signed their own death warrant.

Re: Cancelling NTL - letter wording help please?
 

Yeah, death to NTL...:D

Re: Cancelling NTL - letter wording help please?
 

This is fine if they don't lose the record of cancellation. I phoned to cancel on 23rd February and followed up with a letter and cancellation of my DD.

Heard nothing from NTL for a month, except automated letters saying that I seemed to have cancelled my DD. Took me 2 more calls to find out that the cancellation request had been lost in the move to a new billing system and that the cancellation won't be effective until sometime in May! However, the billing will apparently be corrected and as I owe NTL rather than the other way round, I'm not too worried...

Re: Cancelling NTL - letter wording help please?
 

OkIDOKI..

I have rung & cancelled it.

I have written and cancelled it

I sent the letter by recorded delivery

I specified the date to finish, that there should be no cutoff till then, that I wanted an acknowledgment of the letter & that I was unhappy with thier treatment of a long term customer etc.

I gave them 1 months notice.

I have BT & sky being installed in place & am looking for an ADSL supplier.

Job done....

Re: Cancelling NTL - letter wording help please?
 

What's the betting you get cut off early!? ;)

Re: Cancelling NTL - letter wording help please?
 

Going by my experience I would happily put a tenner on it :D

Re: Cancelling NTL - letter wording help please?
 

Somehow I wont be taking up that bet....

However I am not going to be paying any more until that date, if they want thier money then they have to provide the services I have paid for.

Re: Cancelling NTL - letter wording help please?
 

And today we have a nice letter from NTL saying that "You've told us that you want to leave us, can we now give you a few things to consider before your service is swtiched off on 26/05/04".

This to me is a written acknowledgment of my letter/phone call & proof that they are aware of what/when my contract is to be terminated.

Thats a letter I shall keep for a while.

Although the points to consider are laughable...

Re: Cancelling NTL - letter wording help please?
 

And they are...

Re: Cancelling NTL - letter wording help please?
 

zoombini ... "JOB DONE"

YOU HOPE!!

look at my thread about cancelling..

oh and the "reasons to stay" we got that even though they said they hadn`t recieved our cancellation.

Re: Cancelling NTL - letter wording help please?
 

I telephoned NTL yesterday, following an e-mail I had sent them on wednesday.

My gripe is the increase in price of the 1 mb service.
I informed them in the e-mail that I felt it unfair that the other speeds had not been increased in price.
I received a phone call from them the same day! saying they understood my gripe but basically the price increases were still going ahead.
So, lulled it over in my head and thought, " well, you're either going to accept the price increase and shut up, or let them suffer aswell."
I called them back yesterday, informed them I wanted to change my package deal, they did'nt even ask why.
Told them I wanted to drop down to 600k from 1mb, and wanted the movies taken off the television side.
They did all this while I was on the phone, " Do I need to put it in writing?" I ask.
"No, no need at all ", was their reply.
All I had to do was reboot the computer and log in my pid etc.
Have I noticed any massive difference in speed?
Not really, the two sons may when they visit blubster, but it probably won't be much, and when we get the FREE speed upgrade !
I think the old saying comes to mind, put up or shut up.
I may have cut my arm off, but look at things this way, for the sake of the £3 extra NTL wanted from me, they are now to lose more than £3.

Re: Cancelling NTL - letter wording help please?
 

I cancelled by telephone, and it was no problem. I did ring back in after a couple of days to check that it was logged right. The daft bit was that they wanted me to pay for a month in advance, taking me well passed the cancellation date, then thay would refund me...Right. So I told them to cancel the direct debit, and paid the final account when it arrived after cancellation date. They collected the rubbish box, and the guy said they just dispose of them.
After over 6 years with NTL, I am soooo well pleased to be back with BT. I am really happy with 'PLUS.NET' as my ISP, I pay £18.99 for 512k, 'cos I don't use p2p or binaries. They are a totally open isp, admit to any problems and address them, listen to customers, and have staff answering up on adslguide.
Even Freeview is better than NTL. Red buttons work, and the picture formats properly on a 16:9 TV.

Re: Cancelling NTL - letter wording help please?
 

Oh the fun I now have...

I have received a bill for the next month inits entirety.
Not till the 26th May when I get cut-off but from May 16th till the 15th June.
PLUS it also has a reconnection charge from when they cut me off (in error) AFTER I had been discussing it with them & the course of action was sorted out, when I rang up to get it recconnected I was told it was an error. AND there is nothing on there as a rebate for the service time not used.

And they think that I'm going to pay that... no chance.

Is anyone on here in charge of the Burnley accounts? I could do with a chat to someone I know here rather than a bod in CS who tells me its sorted & everything is fine then I get this happening again.

I cant wait to get rid of this companies poor service.

Re: Cancelling NTL - letter wording help please?
 

I cancelled by phone, was put through to retentions who listened patiently to my reasons for leaving.(long list after 6 years of ME being patient) They decided they had no chance of retaining me and accepted 30 days notice.

Then 10 days later, those nice Wescot bailiff types arrived demanding my two boxes back! They seemed to think I was going to argue about this but as I already had two Sky boxes plus a totally superior ADSL line installed I gave them the boxes.

As a final victory I even got a refund cheque from ntl once they admitted this final c0*k up.

Freedom from ntl=bliss (not the product, you know what i mean!)

Re: Cancelling NTL - letter wording help please?
 

They can send the bailiffs round if they want, but as I already have writen evidence of an agreed final date for disconnection etc, if they come round before then they will get nowt.

There is already an agreed collection date for the box & it will be packed up & ready for him to collect on that date.
(minus the remote control batteries :D )

Any little bits will be in a bag & he can take them or I will throw them in the bin myself, however he will not be able to disconnect it in any way as I will already have done it while having Sky fitted.

I will also not be releasing any equipment back to anyone without proper identification & a receipt.

Re: Cancelling NTL - letter wording help please?
 

That's what I was trying to forewarn you about on 5/5/04. I called them about this and the response was so unbelievably pathetic. c/s girl just keep saying 'that's how we do it', and I'm saying "but it's like I order a TV set, and the supplier says 'we will send you 3 and charge you for them, and then when you don't want the 2, we will collect and refund for them' ".
I just could not make any progress at all against her script. Eventually I just said cancel the direct debit, ignored the advance bill and waited for a correct bill after ceasation then sent a cheque.
It's a whole year later now, and I can still feel the sense of relief. I am not even entirely sure why, it's actually out of proportion with the practical quality of service I received. I suspect it's just that I completely lacked trust in NTL because I was misled and promised things that never materialised.
Anyway, I still think it's best to use the 'phone to contact NTL, just follow the call up the next day to check the first person has actioned and recorded it properly.

Re: Cancelling NTL - letter wording help please?
 

Ah well, if it gets really bad I'm sure that there is someone on here that can help..