Cancelling Broadband and leaving NTL
 

I've got my ADSL up and running now and need to cancel my NTL broadband and thus would be cancelling NTL completely.

Any advice on the best way to go about this? Just ring up, or put it in writing and who to? How much notice (if any) is required?

I want to avoid any attempts at keeping my custom, getting my request ignored, and any hassles down the road with billing.

What's the deal with returning my equipment? I will not take any time off work. I don't have enough remaining holiday to do so and cannot afford to take unpaid leave for NTL (NTL has cost me a fortune in time off work already as is it :mad: ). Can I get them to collect from my place of work, or for them to pay for me to return the equipment in the post?

P.S. I'm way out of any minimum contracts.

And please, no "but NTL's better, blah, blah", I've made my choice and sticking with it.

Re: Cancelling Broadband and leaving NTL
 

I cancelled all my services because we're moving house and will be outside the network. There was no problem, done over the phone, no letter required, no argument from the CSR.

However in the light of problems I know others have had, I can't help wondering what would have happened if they'd thought I was just going to $ky/BT ... call directed to Customer Retentions, letter confirming cancellation demanded ... I've heard of these things happening but I don't know which of them are typical or even required as part of your original contract with them.

I'd suggest you phone the usual 0800 number, tell them you want to cancel and see what happens, then post back.

Re: Cancelling Broadband and leaving NTL
 

You should be able to just ring.

You'll get no buts from me, just a heads up about the equipment and the t&c's -

Full t&c's here

Some regions do offer a collection service though, so it's worth asking. :)

Re: Cancelling Broadband and leaving NTL
 

ALL requests to disconnect service should be passed through to the relevant retentions department who WILL try and save the customer...that is their job.

Obviously if a customer has already gone with another supplier there is little that can be done, but it's their job to try, and try they must. The call may be being observed, and they will be expected to make some effort, because that's what they are paid to do.

The equipment can be collected from ANY local address, so having it collected from work sounds the best option, though cable modems are not being collected in most regions at present.

Easiest way is to phone 0800 052 1474 Mon-Fri 9am to 5pm. You will be asked to enter you phone number, this doesn't need to be an ntl number, just a local number to you so that you get to the right ntl office.

Re: Cancelling Broadband and leaving NTL
 

Cheers.

I guess if it's in the T&Cs that it's at my cost then I can put up with posting the stuff to them, but I'm definitely not taking time off work for them to collect. If they want the CM returned I'll try for posting or a collection from work if they mention anything at all.

I'll give them a call Monday and follow it up with a recorded delivery letter just to be sure.

Re: Cancelling Broadband and leaving NTL
 

Tried phoning and just got fed up of waiting to get through, so went for the recorded delivery letter plan of attack.

Sent it first class recorded on the 19th... still hasn't been signed for :(

Re: Cancelling Broadband and leaving NTL
 

Still no confirmation of my letter being signed for.

Not sure what my next option is. :(

Re: Cancelling Broadband and leaving NTL
 

You need to call them if the registered delivery is a PO box there is noone to sign.


Just call them up and be patient what times did you try to get through?
never any use trying first thing as they take some time to settle into work would suggest straight after lunch around 2pm. but it sometimes helps to try different times until you find your slot.

Re: Cancelling Broadband and leaving NTL
 

what address did you send it to?

Re: Cancelling Broadband and leaving NTL
 

The address on the back of the bill. It's not a PO Box.

It says somewhere in their T&Cs or somewhere that things like this should be put in writing to the address on the bill. It also specifies that you must give 30 days notice in writing.

I always phone in the evening. It's inconvienient to phone at work. Too many interruptions and it's a bit frowned upon to be spending ages on the phone at work.

To be honest I don't want to go through all the hassle of them putting me through to a cancellation department who will try anything to prevent me cancelling or ignore my request.

To be fair, it's no where near the 30 days yet, but I can see from RoyalMail's tracker that it hasn't been signed for.

Re: Cancelling Broadband and leaving NTL
 

the reason i ask often people often send letters to the address for payments, which are often payment centres run byu third party companies like hays...

Re: Cancelling Broadband and leaving NTL
 

I hope they are better at their job since I canceled, was just before they put digital TV in my area.
When I phone to cancel my TV, the best reason for staying with NTL for TV was that when they finally do go digital, I would get ITV2, which wan't on Sky back then.
I hardly every watch ITV1 so that wasn't a great loss!


Anyway, sounds a bit slack on NTLs part that your letter hasn't been signed for yet, over a week since you posted it, whats the chances they'll say it got lost in their post system somewhere.

Re: Cancelling Broadband and leaving NTL
 

I'm not trying to be funny, but what has the letter not been signed for got to do with ntl?!? surely its down to the royal mail to obtain a signature if one s needed?!?!

Re: Cancelling Broadband and leaving NTL
 

It's the Wigmore address in Luton...

ntl
Wigmore House
Wigmore Lane
Luton
Bedfordshire
LU2 9EX


Also mentioned on this thread...
http://www.the-scream.co.uk/forums/s...ad.php?t=13921

And that's from a self-proclaimed "insider", and even with an email from NTL telling a customer to write to the above address for cancellation. Note the others on that thread complaining about no acknowledgement of cancellation and problems with NTL still billing long after cancellation requested.

Advice here also confirms where cancellations should be sent and even suggests recorded delivery as I have done...

http://www.davidinnes.co.uk/useful_info2.html


Though to be fair, RoyalMail's site is now just saying they can't confirm the status of my item (whatever that means :confused: ). So maybe they have received it.


Anyway, I'll give them a month from when I sent the letter and cancel the direct debit then. As far as the legal side goes I have fulfilled the direct debit agreement side by informing NTL first and also the contract by giving them 30 days notice.

Re: Cancelling Broadband and leaving NTL
 

NTL definitely haven't signed for it according to RoyalMail :mad:

Re: Cancelling Broadband and leaving NTL
 

what reason did the royal mail give for that? surely they should not of delivered it without a signature?!?!

Re: Cancelling Broadband and leaving NTL
 

I was wondering that - surely, if you've sent something by recorded delivery, and the delivery DOESN'T get recorded, that's Royal Mails issue, not ntls? :shrug:

Re: Cancelling Broadband and leaving NTL
 

I phoned them up and they said it hadn't been delivered. Okay, it could be lost, but it's far more likely they didn't sign for it and thus it was rejected.

It should in theory eventually get returned to me.


I've fired off another telling them I've fulfilled my obligations and given them 30 days notice so I'm cancelling the direct debit. It's not my problem if they refused the letter or RoyalMail screwed up. I included the previous letter also. This time it's gone 1st class, not recorded, so I'll have no proof it's been delivered but maybe they'll accept it this time.

Re: Cancelling Broadband and leaving NTL
 

ntl do not refuse to sign for any item, never have and never will!! I think you are trying to blame royal mails cock up on ntl which in my opinion you shouldn't be!! To be fair its not ntls fault that the royal mail screwed up eithier!!!

Re: Cancelling Broadband and leaving NTL
 

But remember that does not make for good reading in some user's books.

Royal mail screwed up :zzz:

NTL SCREWED UP now thats better :Yikes: :2up: :wtf:


see what i mean.

Re: Cancelling Broadband and leaving NTL
 

:LOL:

Re: Cancelling Broadband and leaving NTL
 

You say that but Royal Mail said to me that the recipient may have refused (not the only reason though obviously). I only have your word for it that NTL never refuse to sign and although you may be in some authority to say so, how do you really know unless you watch the people who receive the mail? Just because the company guide book say one thing (I assume so at least if you are telling me this), how do you know that someone on the staff isn't just thinking "this is too much hassle to deal with" or "not another cancellation" and rejects it?

Either way, it's not my fault if they didn't receive it. I've done my part (and what will be twice now). If NTL want to charge me for an extra month they can take it up with Royal Mail if they claim they never received it.


The other possibility is Royal Mail did deliver it but didn't bother getting a signature, so they have no record of delivery. There's then a chance of NTL deciding that without signing for it they can deny they received it. You may think that this kind of practice would never happen in your beloved company, but trust me, underhand things like this do go on. That's why we have to send by recorded delivery to make sure there is a record of delivery.

I know it's a cynical view but everything about NTL brings me this out in me, and reading other threads here and elsewhere on cancellations I can only see that NTL put obsticals in the way of cancellation.

Maybe if you guys are insiders, perhaps you can confirm my account has been cancelled? ;)

I just want closure, then I can be out of this love-in here.

Re: Cancelling Broadband and leaving NTL
 

I sent recorded letter to NTL on 8th Nov still has not been delivered ,Ntl charged me for things i have never had on my last bill and because i cancelled my DD as i would not have that ammount in my account ,they have cut off my phone service .BB will probably be next, the letter was to send me out an amended bill as promised when i phoned up ,still not got that

Re: Cancelling Broadband and leaving NTL
 

To be honest if i paid someone to deliver something and they said to me they didn't know what happened to it, i would want a refund for the amount i paid for it and some compensation for it as well.

Why would ntl refuse to sign for something when they don't know what it is until they open it!??! :confused: doesn't make sense to me, if you do a search on this board or any other simlar one you will find time and time again, something like this...

this is something which i would say is typical ntl, not them refusing to sign for it!!

To be honest your gripe needs to be with the royal mail not ntl IMO, you have no proff that ntl recieved your letter even though you paid extra from the Royal Mail to get this, you need to be aiming some of your anger at them not ntl!!

Re: Cancelling Broadband and leaving NTL
 

Because almost always a recorded letter is likely to be a cancellation or complaint of some sort. It's in some companies interests to ignore these.

The reason I am suspect about it is because of reports from others who have had letters ignored and especially those who have requested cancellation on the phone and been subsequently ignored despite promises on the phone. If they can do it on the phone they can do it on receipt of a letter.


Looks like I'm not the only one as samuelnw53 just posted the same problem. So either RM have screwed up at least twice, or NTL are not signing for letters.

Re: Cancelling Broadband and leaving NTL
 

Why not ask the Royal Mail for proof they delivered it?

From http://www.royalmail.com/portal/rm/j...1&catId=400028
[quote]If you need a Proof of Delivery certificate, just call our customer services team on 0845 9272 100 and ask for Proof of Delivery, quoting your Recorded item reference number.
[quote]

Re: Cancelling Broadband and leaving NTL
 

I suppose that NTL get a fair few cheques sent recorded delivery that they don't want to ignore. :)

If you had taken the advice given by Chris T, Orangebird and Mark B on the day that you started this thread then the notice period would now be up and you would know whether your request for cancellation had been actioned. You could also have given notice of cancellation by email on that day with cc's to a NTL director if you had doubts about it being actioned.

Re: Cancelling Broadband and leaving NTL
 

Yep. shoulda phoned those guys at retentions :rolleyes:

I believe disconnecting via letter is the most insecure way of approaching it, it takes so long to get to the correct department. Simply phone them between 9 - 5 mon - fri, say what you want and they will disconnect providing you are within your contractual rights.

The people at the retentions department will be happy to help you out providing people dont expect them to bend rules. Its their job to try keep the customer, but if you put it straight to them, they wont go through any retention offers which are pretty nice, but if you are set on leaving, there's not much they can do :)

Re: Cancelling Broadband and leaving NTL
 

:banghead: :banghead: :banghead:

for the last time....You have paid money to the Royal Mail for them to deliver a letter to ntl, if they say to you, 'oh sorry, we don't know whats happened to it, it hasn't been signed for' and you accept that as an answer!!

Then well sorry.....your a fool!!

the Royal Mail have had 1000's of complaints recently for undleivered letters, not signed for letters, when they should of been etc....so rather than speculating on here, maybe it would be best if you eithier ring ntl and find out of they got it, or ring the RM and tell tell them to find out whats happened to a letter you sent recorded delivery, your their customer and for them not to give you an answer is pathetic!!

oh and to set you straight....
Not sure what you mean by that, but i don't work for ntl!! just trying to tell you that what you are saying is probably not ntl's fault!!

I think your last sentence sums it up really... 'That's why we have to send by recorded delivery to make sure there is a record of delivery'....

couldn't agree more with you, thats why its not acceptable for the RM not to be able to tell you whats happened to it!!!

Re: Cancelling Broadband and leaving NTL
 

I agree that ntl could have collected for it and not signed for... but then thats not recorded delivery then is it :monkey: lol

you pay for recorded delivery - you get recorded delivery, if not get a refund.

ntl have got to accept all letters. I mean its not like they have some x-ray that scans the letters to see whats inside.... :Yikes: secrets out :D

have you phoned the retentions department anyway?

Re: Cancelling Broadband and leaving NTL
 

To run with this :) hows this.

I was overcharged by the Thistle hotel last week, Should i

A. Contact the hotel and find out why they have overcharged me.
B. I am ****ed at NTL to i will blame them for it and demand they sort it out.
c. Contact the hotel find out why they overcharged me and then blame NTL.

Which do you think DeadKenny would do.

Answers on a postcard please.

Re: Cancelling Broadband and leaving NTL
 

:monkey:
option 4!

contact thistle hotel with bomb threats ;)

Re: Cancelling Broadband and leaving NTL
 

Thanks :rolleyes:

Well it's just that you seemed to speak with some authority about NTL never refusing to sign for a letter so I assumed you must work for them to know this ;)


Anyway, here's the latest development...

Got home and there's a message on my phone about 6pm from NTL saying they received my letter dated the 18th Oct and will be cancelling as of the 18th Nov (tomorrow).

So, it seems problem solved.

Interesting that one of the guys here who PM'd me and checked my account details said there was no record of any correspondance in this matter.


Thanks for being "understanding" of a p'ssed off customer by the way guys (except the guy who PM'd me who was of help). I'll leave you all alone. I hope this kind of attitude isn't reflected when you deal with customers on the phone :rolleyes:

Re: Cancelling Broadband and leaving NTL
 

you assumed wrong then didn't you, i worked for ntl up until last march.

So basically you have been bitv=ching about ntl not signing for the letter when it turns out they did accept your letter, but due to Royal Mails failings they were not asked to sign for it. The problem was you were aiming your anger at the wrong company for a lot of this thread hence you lost the understanding of most people who poted on this thread!

anyway glad its sorted for you, so ntl don't turn letters away as you seemed so sure they do ;)

Re: Cancelling Broadband and leaving NTL
 

So where am I at...

NTL took the money for November. I cancelled the direct debit and December's bill has a credit... great...

...except on calling NTL to ask where my money is, they say it will probably take at least 3 months to send it! So I'm still not rid of NTL yet :(

Apparently there is a huge back log of refund cheques... I wonder why? ;)


P.S. It's strange that on the very day I posted on here about that letter I get a call from NTL, but anyway ;).

Meanwhile, my PlusNet service is going great. No more randomly disconnecting Internet, and no more crap customer service :tu:.

Enjoy your NTL love-in guys:p:, and thanks for the "help" :rolleyes:

Re: Cancelling Broadband and leaving NTL
 

You're welcome. next time remind me that i don't get paid for helping on these forums :rolleyes: (mumbles "ungrateful *******") good luck with your adsl provider.

MB