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ISP complaints procedures.
Just read an article on El Reg http://www.theregister.co.uk/2005/01...com_gio_probe/ regarding Gio complaints. In it mentions "Under the Communications Act 2003, ISPs and other comms suppliers must have complaints procedures in place".
It would be a good idea to have the official compaints procedures applicable to NTL and Telewest listed in the "Articles" section if anyone can find out what they are. |
Re: ISP complaints procedures.
It seems you're not alone on trying to find out what ntl's complaints procedure is Ian....
http://ian.goldby.net/ntl_sorbs/ [Edit]-Look what I found.....:Yikes: http://www.home.ntl.com/content/ebiz.../b3365_cop.pdf |
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Re: ntl complaints procedures.
NTL have a complaints procedure. They have a complaints address. Which is on the back of the Bill normally.
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Re: ntl complaints procedures.
NTL complaints procedure? A myth just like the word "communications" they used to have in their name, and the word "service" when used in any of their messages. There is certainly no reference to a complaints procedure on the bill I have in front of me. They do mention "Customer Service". As I said before, that is a possible complaint under misrepreswentation.
They do not respond to telephoone calls nor even to faxes. They have stolen my money, admit they owe it to me, but willl not send it to me. I have been able to get to someone in the Chief Execs office but still no results. I have told them verbally and by fax of a new address. They stilll writ to me at the old one. Next stop - Ombudsman. Hey Ho, more time wasted! :angel: Exporter |
Re: ntl complaints procedures.
Exporter, we do have a route into ntl that has worked in the past where other attempts have failed.
If you want to PM some details (Account no, address of property where you had services, current address contact phone, contact email, details of the issue) we will forward it and see what they can come up with. Details will be retained by us only as long as is needed to gain resolution of your issue. |
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I recently had cause to complain about an aspect of NTL's service. I have received a very speedy, very helpful and fully acceptable solution today. Good work NTL.:tu:
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Re: ntl complaints procedures.
I'm afraid that my very recent experience of ntl Customer Services and complaints procedure is the direct opposite of Ian&Huth. To put it bluntly it is appalling and a disgrace. However, I think that I may have discovered some of the ntl rules for dealing with customers.
1) Never mind not giving out your name, which I could understand; refuse point blank to give any sort of job number that the customer could use for future phone calls. That way you can ensure that he has to start from the beginning every time. 2) There is one exception to rule one; occasionally give out the name of a manager and say that he will phone you - of course he has no intention of doing any such thing, but it sounds good. 3) Promise the earth to get the customer off your back. However, you must have your fingers crossed while you do this, otherwise you might, heaven forfend, be required to honour your promise. 4) And now, an extremely important rule. Never, ever, under any circumstances phone the customer back to explain why your promise, or the engineer's visit, never took place. I strongly suspect that to do so may be a sacking offence in ntl. 5) Never mind if you don't have any qualified engineers available; send out a couple of the nearest trainees. What, they might trash the customer's system? No problem, we'll just ignore it. 6) If on occasion you are actually forced to arrange an engineer's visit (you won't earn any bonus if you do that too often), always give the poor engineer incorrect information (just ignore what the customer has gone to great lengths to explain to you) so that he cannot do anything useful when he reaches the customer. I could go on and on; really, I could. |
Re: ntl complaints procedures.
The NTL chap that phoned me gave his full name, telephone number and extension number and told me to contact him direct with any future issues. He explained exactly what he was doing and said that it would all be effective within 30 minutes. The things that I could check were done well before the 30 minutes were up.
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Re: ntl complaints procedures.
Rob C:
You will be getting a PM from me shortly about a bodged install/runaround from CS. This is on behalf of my son & his fiance, who would have no service if I didn't work for NTL & managed to get them up & running by shouting at the right people! |
Re: ntl complaints procedures.
Have been reading this forum with interest after having moved house in late December with the move of NTL services being handled very smoothly and efficiently.
Would not have had a bad word to say against them until a few days ago when the phone went dead with the digital TV and broadband still operational. After 4 phone calls on my mobile, have eventually traced the problem down to my billing information got updated correctly, but the other NTL databases didn't and somebody/something has thrown the switch. Told me that it wil take 3 days to get everything sorted out and when that happens, the phone system will be resoted automatically (oh yeah!) I have been working in IT customer services for the last 20 years and NTL have no customer e-mail systems, no online chat, and no other numbers other than 0800 052 2000 to call. These are current day standards for any organization that has a large customer service orientated base. Give me a break! When browsing their website, the whole thrust is on selling products with nothing of any substance linked to existing customer servivce and support. Do these people want us to believe their systems never go wrong ?? NTL should learn lessons from ISPs, mine has on online chat service for handling problems, yeh, it may be slow as you know the support guy is handling several sessions at the same time, but at least I am not paying for it. Seems to me, they have a lot to learn |
Re: ntl complaints procedures.
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http://www.ntlworld.com/helpsupport/...us/bromley.php oh plus broadband medic for online chat... http://www.ntlworld.com/helpsupport/...edic/index.php Quote:
And yep that online chat.... they have that already, and have had for over a year.... |
Re: ntl complaints procedures.
Thanks for the update Chris, but these at a glance, are for dial-up and broadband etc.
What I was refering to was telephone problems and if you go thru their website panels, it only leaves you with the option to call the 0800 number. |
Re: ntl complaints procedures.
I can't say my experience with NTL Customer Support has ever been positive. I am still getting bills and statements saying that I owe them over £100 for a service that I phoned to disconnect 6 months ago (at my old address). When I was direct debited for that account at christmas, I was told they "forgot" to disconnect me (seriously how does that happen? Is this a ploy to get more money?). I am currently paying under a new account set up for my new address when that became long term.
Who can I complain to outside of NTL about this? I ask because I feel that having wasted my time phoning them at least three times now, each time being told that I "will actually be disconnected this time" and then having nothing happen, and due to all this I have given them a more than fair chance to get it right. |
Re: ntl complaints procedures.
If you want me to get the site's contact within ntl to look at you issue tomorrow, PM me your full name and address, plus the phone number you had with ntl and your account number if you know it.
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Re: ntl complaints procedures.
The best way of making a complaint is putting it in writing to the Manchester based address, send it via registered post and have a copy of the letter, add a piece at the bottom of the letter outlining what "responsible actions are required", seriously i mean responsible otherwise you end up with a deadlock letter and passing on the complaint to ofcom.
i.e. if your bb hasnt worked for a month outline that you require cost of service as NTL did not meet their SLA (service level agreement). Business costs are not taken into consideration, had many a complaint with customers, its a residential service and therefore cover provided is for residential costs only i.e. service charge, maybe phone call costs. If anyone wants any help send me a private message and i can give you some advice what to do. |
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I've been owed almost £500 pounds by NTL for 3 months from a closed account they continued to charge for 3 years. They are giving me the run-around with their abysmal customer service - including having the phone cut off by a woman in their moves and transfers when I asked for her name. NTL are by far the worst company I've ever had to deal with. As a CRM consultant I'm appalled that they behave like this to customers. Luckily it is a well-known fact that poor customer service will seriously impact thier profitability and market share. I'm still waiting for another call back from their customer service team and I really doubt that anything will come of it. Luckily I can afford a good solicitor to take them through the courts for the money - I'm actually looking forward to suing them for all the trouble they've caused me as well as the money they have taken from my account. Anyone who has posted that they have had great customer service from NTL is either working for NTL or dillusional. Every person I've spoken to in RL says the same thing - they are useless and border on the criminal with their practices.
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Re: ntl complaints procedures.
RGAHewitt-
If you don't hear anything back from customer services, PM a member of the cable forum team with details (name, account number and contact details) and we will pass these onto one of our contacts high up in ntl. |
Re: ntl complaints procedures.
I went over to 10Mbps service in Dec, and forgot to cancell my old DD, they have continued to charge me.My old service was TV base pack + 1Mbps, so I'm being charged for a TV service, i don't have, plus two Broadband services that you cannot have!!
I shall be cancelling my old DD today and am having to phone the idiots up. What makes it worse is that the BBplus service, which was free, has taken two months to be fully available, i should have known better!!! |
Re: ntl complaints procedures.
iv just found this website while iv been looking for yet *another* way to get back the money iv been owed for almost a yearby ntl...its not a lot of money they owe me but im a student so £50 is a lot - is there any way of getting round it? they take money nice and promptly but clearly have serious issues when it comes to returning what they owe :mad:
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Re: ntl complaints procedures.
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1) Direct Debit Imdemnity Claim - The DD guarantee is there to protect customers if payments taken are incorrect amount, dates, taken without consent etc. 2) Small Claims - court 3) One of the boards regulars will pass on your details and it will happen, trust me they sorted out my beef. Wayne |
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Welcome to the site btw :wavey: |
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""The NTL chap that phoned me gave his full name, telephone number and extension number and told me to contact him direct with any future issues. He explained exactly what he was doing and said that it would all be effective within 30 minutes. The things that I could check were done well before the 30 minutes were up.""
He was probally being made redundant later that day !! |
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Re: ntl complaints procedures.
Hi
Been reading some of the comments. Most of them seem quite familiar. The product is excellent but the service is utterly appalling. I'm currently trying to get my broadband connection moved from one room to another. The installation team were meant to turn up yesterday afternoon between 12.00 and 6.00. They couldn't be more specific so I had to sit and wait all afternoon. I rang at 1.00 to confirm they were coming (as you can tell - I've been an Ntl customer a long time). Strangely, after he had confirmed it the guy suggested that if they hadn't arrived by 6.15 I should ring back. So I rang back at 6.15 and was told the installation team were delayed but were coming. I rang again at 7.50 (just before the call centre closed) and was told that the installation dept was closed and I would need to ring in the morning. So I rang this morning at 8.15 and their computer system is down. What is more they can't even do the old fashioned thing of talking to someone in the installation dept to find out why no one bothered to come out or to ring and tell me they weren't going to. The woman was going to ring me back within 1/2 an hour - 2 hours ago. In 2 hours time I will have been waiting continuously for 24 hours. There really has to be a better way. Can anyone suggest a way of at least finding out whether they intend to come out or not. |
Re: ntl complaints procedures.
:welcome: Henza
If you PM me your name, account number and a contact number i'll pass details to our contact at ntl to get this sorted out for you :) |
Re: ntl complaints procedures.
Cheers ;)
The contractors rang me in the end and it seemed to go more smoothly. They were a bit late but the job got done at 6.00pm yesterday. I'll have to wait and see if they refund the second fee that they took by mistake. I have to say that the call centre has improved. Judging by the accents the people I spoke to were in Scotland and they seemed genuinely concerned by my problem, even when I was ranting. |
Re: ntl complaints procedures.
Please help!
I've been an NTL customer for 3 years almost, not really had any problems until now, i changed my package in dec 2005 and got rid of my tv package, they picked the digi box up in january this year and replace it with a modem for my broadband, anyway just recently i noticed i was being charged quite a bit each month, one bill being more than what i used to pay for the 3 services yet i only had phone and broadband, i rang customer service and they confirmed i had indeed been over charged for almost 4 months, which meant i was £103.54 in credit, the two bills i owe now are less than what they owe me, yet they insisted i pay £50 until my account was credited which will be 17th april, i have told them i can't afford the £50 because its simply not what i owe and more than i should be paying for just 2 services, they've now cut me off and stated that when i pay it, i will be charged a £20 reinstated charge.... ---------- Post added at 14:32 ---------- Previous post was at 13:41 ---------- And, i've just had to ring NTL on my mobile, strangely and pleasantly enough i got through first time (for a change) the woman just told me i've been charged again this mth for the tv package i haven't had since dec, when the woman i spoke to over a month ago at the time said she would cancel that package and it would be effective straight away, i guess not eh, im waiting for another call back.... |
Re: ntl complaints procedures.
Do you know, exactly the same thing happened to me last year. I aggreed to have cable tv on the basis of a one year free trial, but they charged me for it each mont for 4 months. After dozens of calls they finally aggreed to a refund, then charged it instead of crediting it. And they said the same, we have to pay it and then they'd refund it. I refused to pay them over £100 that I didn't owe and they cut me off.
So I spoke to a supervisor and told her to cancel everything and to summonse me for non-payment and everything came back on. If you persist you'll get your money and your service back. But keep going 'cos they owe you for the phone calls - they're free from an ntl phone and expensive on a mobile. - and because its an insult to treat you as if I've welched on your payments. The won't give you much but its the principle of getting them to admit the error and its consequences. Every time you ring, ask for a supervisor 'cos that goes on the call record, and besides the call-centre staff aren't paid enough to have to deal with unhappy customers. And put it all in writting to them, using names and making it clear that this is a complaint and that you require a satisfactory answer or you will take it to the omburdsman. And keep a copy of the letter so you can send it to the omburdsman. If nothing else a written complaint makes you feel better 'cos you can think about what to say and make your points without being interupted. Good luck. If only they didn't have such good products we could all go to BT http://www.cableforum.co.uk/board/im...cons/icon7.gif |
Re: ntl complaints procedures.
:welcome: Brownie to Cable Forum :D
This does seem to be a recurring theme within ntl that people have overpaid, yet there computers want you to pay even more money to retain the service. The Easter break is a bit of a pain, and may mean this can't be looked at until after the holiday, but if you want to PM me some details (account number, address, daytime contact number and email) we can ask our contacts at ntl to look into this for you. They've got a good track record of cutting through the ntl red tape. |
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Hi thanks for welcome, Rob i've pm'd you the details, i just hope this can get sorted, i can't even dial 190 from my phone either!!!
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Re: ntl complaints procedures.
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I met the same problem now. I called ntl to disconnect my broadband on January. but they didn't disconnect on February and continued sending me the bills. I have called them at least four times so far to complaint about this, but nothing happened and I am still recieving their bills....What should I do to sort this out? |
Re: ntl complaints procedures.
:welcome: blackswan
If you PM me your name, account number and a contact phone number i'll get our contact at ntl to sort things out for you :) |
Re: ntl complaints procedures.
Hi guys,
I have just been reading over some threads, and am 'pleased' to see that other people are having a nightmare of a time with NTL. In Sept 2004 i got a student-style broadband-only package from NTL which i had under my name. This worked perfectly for us. However, in beginning of July 2005 we returned after the summer break, and the internet was not working (disconnected i assume). Shortly after, an NTL rep came knocking saying they saw the contract had finished, would we like to renew for a better deal. My housemate who was in at the time, gave his details, and had the connection billed to him and working under his name. Again, everything came back to life, and we had the internet working again. However, i noticed that i was still being debited by NTL every month for the contract i had last year. I cancelled the DD, and thought that'd be the end of it (thought they still robbed £20 off me for charging for a service i never had...). Now, however, i get phone calls from them saying i owe them £120 etc and threatening to send debt collectors. I have spoken to them on the phone at least 6 times, but to no avail. I have a letter drafted, but have no address to send to yet... Please could some one advise to an address/ whether i am going the correct way about this? Kind regards ( and sorry about the essay!), Al |
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Since Wednesday I have (using my mobile and through managing to get access to another computer) been trying to find out when I am going to be reconnected, and being shunted between the 'moving house', faults and 'customer services' departments, with various different people saying someone else is responsible. Then today I was told that it takes 10 days to reconnect the phone - in other words that it wouldn't be reconnected until after I move. Oh, and if I had any more questions about this I would need to contact the house moving number, but they won't be available again till after the bank holiday (though on previously ringing the house moves number I was told that I needed to be transferred to customer services). The situation has been made slightly more complicated by the fact that having been on dial-up till now I was also intending to go on broadband through ntl after I moved. Given the level of service I am currently getting (none as far as the phone line goes) is this mad? Another option would simply be to cancel all ntl subscriptions and find other suppliers, though I'm wondering whether this would just involve more hastle. I did at least want to register a complaint about the level of service I had received, but this itself seemed to be a frustrating process. Thus the web page which announces "if you are an existing ntl customer and require further assistance please call customer support on 0800 052 2000, or send an email via our contact us form". Clicking "I have a complaint" eventually takes you to a page which says "Please call us on 0800 052 2000 (Monday - Friday 8am to 8pm and on Saturday 9am to 5pm) and choose option 5 to speak to an advisor". I was given an address to write to but even the person at ntl said that they take "some time" to reply. Any advice would be much appreciated. |
Re: ntl complaints procedures.
:welcome: GuyB
If you PM me your name, account number and a contact phone number i will pass this to our high level contact at ntl to get this resolved for you. |
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just reading this makes me appreciate the work that Rob C and Chris W do for this forum, regards guys. Heres hoping I get someone as helpful as you next time I need some tech help :)
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Re: ntl complaints procedures.
I have found my way to this site after my latest problem with NTL to see if people were having the same kind of problems (and it's not just me having unrealistic expectations, i.e. that my services work and I am billed correctly for them!)
I moved house in February and despite receiving 2 correct bills to my new address, I have mail from my old address with 6 films on that I did not purchase. Having spoken to 5 people at NTL, each as useless and unhelpful as the other, we finally deduced that my address had not been changed (though I had received my 2 previous bills to the new address?!) and NTL would credit me back for them. Yes, I'll believe that when I see it. I have no doubt whatsoever that this problem will take at least another 5 or 6 phonecalls, a couple of letters and maybe a light aircraft flying over their offices with a banner on its back end, to sort out. One of my previous issues was that when they did my house move, the installer, rather than doing his job properly, spent 50 minutes sitting on my sofa watching an FA Cup match (uninvited) and when he'd eventually left, none of my non-terrestrial channels worked. I waited a few days to see another installer and this resulted in a very angry letter to NTL's complaints department which went unanswered. No less than 3 supervisors didn't bother to return my calls. This time I decided to turn to the internet and see if they had an email procedure. I followed the link given by another user on this forum and this is what you see: "We are very sorry that you have cause to complain and would appreciate the opportunity to speak with you to resolve your issues directly. Please call us on 0800 052 2000 (Monday - Friday 8am to 8pm and on Saturday 9am to 5pm) and choose option 5 to speak to an advisor. In the unlikely event that our representative is unable to resolve your complaint, there will be a supervisor available to assist. Once again, please accept our apologies, and trust we can resolve your issue quickly." Absolute tosh! If I had any other option I would leave NTL and be extremely relieved to do so. |
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There is definitely something very wrong within NTL and their complaints procedures as this thread seems to illustrate. My recent experiences are not unlike many others who have posted on this forum. We moved house in January and since we've been in the new place I've had a number of problems. For one of which I was offered a half price base pack for 6 months which I accepted and sat back assuming that I would be billed appropriately. Last month, the saga took on momentous proportions. We were on holiday and on our return, found that the cable tv wasn't working. A garbled message on the ansaphone said something about ringing a company called QNET and I assumed there was something wrong with our box and they wanted to come round to repair/replace the old box. I waited 2 hours for the guy to come round, but when he arrived, it was only to repossess the box! He left empty handed, and I rang 0800 052 2000 to find out what was going on. At least 2 hours later ( thats just 4 hours wasted) I had spoken to 9 different people and had managed to establish that I'd been disconnected in error, the tv would be up and running again within the next 24 hours and, pretty much, that was that. I was offered a half price base pack for six months and seeing as I thought I already had that, I assumed that meant a free base pack......but they can't do that. I was offered a free month of the family package, but I declined as I don't need more rubbish channels in addition to the rubbish I already have to trawl through! Not satisfied that I had had to waste 4 hours just to get reconnected I wanted to speak to somebody in authority and was promised a call back within 24 hours. Still waiting. A couple of days later, it occurred to me that I hadn't had it confirmed that I would not be billed for the period I was disconnected, so I dared ring again! Bad move! I was told I wouldn't be charged, but I still wanted to know why I was expected to waste hours of my life trying to get answers from NTL. Promised a call from a supervisor within 30 minutes. Still waiting! Then, I received a re-directed letter from NTL via my old address. Having seen various posts here about NTL charging for services supplied to old addresses, I find this quite worrying!
Checked my bill today and thought the price I was paying for my base pack was quite high. Rang, and the guy tells me that I'm paying full price, but he'll put me on the half price rate from today! He offered some sort of free telephone calls package, which I declined, as it wasn't worth the time and effort I've wasted on this.....and probably wouldn't have materialised anyway!!!!!Am I supposed to be grateful for this level of service! To date, I've been disconnected, wasted 4 hours on the first day of my quest and many more subsequently, been lied to, been made false promises. I feel like I've been thoroughly chewed up and spat out by NTL's complaints procedure which is completely incapable of resolving issues other than offering (and not, in my experience, delivering) inappropriate and inadequate compensation. It feels like I am being consumed by this situation and the obvious aim of NTL is to thoroughly and totally destroy people who try to complain, to the point where they give up and crawl off to die somewhere. A CURSE ON YOU, NTL, I HATE YOU!!!! It really grates that we live in an area where we are at the mercy of NTL if we wish to receive TV channels other than regular terrestrial. My advice to other unfortunate customers is, get out while you can, because NTL cannot deal with complaints.....FULL STOP!!! |
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Let me tell You my story then.
I bought Triple plan on 17 of April from guy named Paul in Nottingham ( Broadmarsh Shopping Centre) got his mobile nr. He assured me that I can have triple plan, no problem. I had some doubts as I couldn’t find my flat nr when I wanted buy it online to save 10 pounds. On 20th April, technician came and fitted digi box and gave me broadband modem. And then all went wrong. He inserted chip card in wrong slot so there was no active channels at all. He said it takes 30 min to update :) hehe yea right. I checked manual it said lower slot not upper so I changed it and tv worked. He didn’t give me pin number to broadband, neither. Had to call ntl myself, using my friend's ntl phone. As they ask you for your telephone nr when you try to contact them, right ? Got it sorted myself as well. Pin came in post a week after (LOL). The big nightmare is that technician left without installing telephone socket. I bought Triple plan … I thought, he forgot or something. So I called Paul to check what is wrong this time and why I haven’t got any contract in written form. He said that he will sort it for me, but I don’t need contract in written form. I asked twice to have it sent by post but without result. 2 days later no response. Another call to Paul. This time it went ballistic. He said someone will contact me and hung up. Now that ****ed me off big time. I worked 2 years in hospitality business and I know that customer is always right and you need to talk to him different way. That was unacceptable behavior. So I wanted to make complain and sort out my telephone finally. 3 more calls to NTL still no solution. Twice I was redirected. I was informed that they are at max capacity with telephone lines in my area so I cant have one. GREAT news, shame to hear that after not before I decided to buy triple plan. I was told that If I call retention department they will help me with some discount for not having a phone. So I called 3rd time (today) and was told different story. That it is actually possible to sort out telephone for me if I want, as I said I am ok without phone just want to pay less than 32.99.I was told, they can’t give me any discount I actually have to pay more for broadband and TV 17.99 and 21.99. This is insane I thought, I said ok so I want telephone to pay 32.99. She said some sales manager will call me and so I wait. But for now response again. Meanwhile I posted 3 emails via their help web section. No response as well. Luckily I still got time to use money back option, however I don’t think it will be easy process … I want someone to check on Paul as well, that kind of sale person is not suitable for that business. Another very angry customer of monopolist NTL. The problem is when there is monopoly and no real competition, there is no quality services. Because You don't have to care that much. Sure I can have all 3 things from different providers but it will cost me more. Internet ... plenty of options. But it requires BT line, that costs. Good selection of channels in TV ... that is the biggets pain. Freeview ... crap. Sky expencive. So we are kind of forced to use ntl here in Nottingham. Cheers for all cusomers on the other side of the barricade. |
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ithepider, masterfu & NiceShoes....
I'm afraid that is fairly standard ntl procedure. I think the only 'training' they give is to tell staff to "tell the customer what he/she wants to hear to close the deal, after that let someone else worry about it". :welcome: to the site though. :) |
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It is true. However I was sold service with knowledge that it is impossible to deliver it on specified date. One lady said I had only TV and internet installation for your account planned on the day when technician came.
This is bizzarde guys. Its like selling a car without one vital part, like no steering wheel. But You are being assured that you will get full car. What the hell is that ? Funny thing is there is no option without telephone in their offer, even though they decided to install Triple plan for me. Just another funds for our Organization ... Sic. |
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I also have had nothing but problems with ntl recently,this after being with them for more than 3 years and has only happened since we moved and requested that all our services move with us.Up untill we moved i had nothing but good to say about ntl but now i think there service is terrible and there attitude when dealing with customers is appalling things have now got so bad and very little has been resolved we have gone to trading standards to see if our problems can be resolved.Ntl have cost us a great deal of money recently in phone calls from a mobile phone as they have not bothered to install our phone line we have had to have our mail redirected purely due to ntl as all our other mail is already being delivered to our new address,we initially had problems with our broadband service which has now thankfully been resolved this after nearly a month,the engineers fitted the ntl box on our nextdoor neighbours house that was removed last week and finally put on the front of our home (how they can come to make a mistake as stupid as this is quite beyond me)and we have had to pay for the damage done to our neighbours property.We are still without a phone and they are now saying that only a two point box was installed despite us wanting our phone moved over to and we now have to wait for this to be changed before we can have our phone installed,they are also saying that this can't be done untill we settle up our account for our previous property but we haven't received a bill but we have received a letter announcing we have an overdue balance which went to our old property that we have only now received due to us redirecting our mail last week.We have contacted ntl about this and they said last week that they would get a statment out to us and we still haven't received one,and i contacted them again today telling them all that has happened and once again they have promised to send a bill out and have our phone connected as soon as possible i am not currently holding out much hope.Myself and my husband have now decided that if the problems are not resolved shortly then we will terminate our contract and look for other service providers.
Kell |
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I have recently moved to the bexleyheath borough of kent and have been told NTL canvassers are in the broadway, but WHEN :eh:
All i want is to find a NTL canvasser, somebody that i can talk to one on one, not go via the phone . Could anyone tell me when or where in this area will i be able to track one down, in the next few days :help: a.s.a.p pinkswirlzz@hotmail.com |
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you are looking for an ntl sales person?
No idea when they have their stands in the broadway. Why not call sales though? or as you clearly have internet access, sign up online? www.ntlhome.com |
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Although I wouldn't bother, Just an update for you guys I have now phoned 3 MORE times, as it seems NTL have been ringing my OLD address, despite the fact that I have given them my Mobile number, and my folks have told them EIGHT times now that I no longer live there. I am going to sue for the distress caused by their inaction, in addition to taking them to the Ombudsman. I have also left some negative feedback with details in the TELL US WHAT YOU THINK section of the website, though I am under no illusion that anything will actually get done.
Also in my last contact (i really can't be bothered with the hassle of dealing with them anymore), I asked after being told that my account WOULD definately be shut down, if I could have that in writing and was told no. I can't think of ANY good reason why this could not be provided, so with this and all the other hassles in mind, see you in the courts NTL. PS I now work in Technical Support for a large software company, and if I ever gave the kind of service I have received from NTL, I would have been fired by now, and rightfully so. |
Re: ntl complaints procedures.
:Yikes:I do not understand how anyone can describe NTHELL with the words HELPFUL and GENUINE without being mentally unstable.Maybe everyone else is talking about another company pretending to be NTHELL.Or could it be that you enjoy being abused by these cretins.....FB2
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Re: ntl complaints procedures.
What's the problem FB2? We may be able to help
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Re: ntl complaints procedures.
There isn't any single problem,but untold trouble and strife with these morons.I am almost believing their lies and to be quite honest I don't think any amount of complaining will have an effect on these people.I will however attempt to give an insight of the problems.Having been told by an NTHELL rep that the subscription I was signing for was for one thing it turned out he put us down for something completely different.He also did not hand in the £25 deposit I paid for app 6 weeks.Despite numerous phone calls they threatened to restrict my services and refused to believe that this rep took the money even though I went to the trouble of faxing a copy of the contract to them.After repeated complaints to just about every NTHELL customer service agent and supervisor they eventually agreed that mistakes had in fact been made and everything would now be sorted.As recompense for the problems created by them they offered to give me the services originally quoted for at the same price as I was currently paying ,for 3 months, which I decided to accept.How stupid I was to even think this could happen.Within a short time the threatening letters and trumped up bills started arriving.Another 5 hours wasted on the phone waiting to speak with these imbeciles.Ignore the letters I was told as they are computer generated and can't be stopped and everything will sort itself out.I might add at this point that my broadband and tv service was constantly unusable due to various problems (so the continuous parade of so called engineers said) which lasted for 6 weeks.Eventually a very clever engineer called around and found the very difficult to find fault all the previous idiots had been unable to fix was because they had omitted to install a simple attenuator to the cable box.Problem solved.Next the threatening phone calls including a demand for £10 for a missed engineer visit. (which never happened) In fact they had not turned up on the Friday afternoon as arranged and wasted over 6 hours of my time.Stop talking rubbish I said.No you owe us the money for a previous bill and the missed call.No I don't,I have already paid the bill and you owe me £10 for wasting my time.Sorry sir you were right all the time.Please accept our apologies (no mention about the £10 for wasting my time) Another week and more threats to cut my telephone service and they now decide that I have not paid the £25 deposit after all and this is why the bills are wrong.By this time I am now of the opinion that I am undergoing some kind of mental torture.Another 5 hours wasted and they decide I was in fact right and the discrepancy was due to an unpaid part month.No it wasn't I said.Yes it was they said.I then went out for a few hours and when I came home the phone is cut off.Another 2 hours on the phone and they admit they were wrong and put the phone back on,only to be followed up by another NTHELL idiot telling me unless I pay the £25 balance they will cut my services off.At this I tell them I am going to dispose of their crap equipment in the nearest rubbish tip and not to bother asking for any money.This is a drastically edited account of what has actually happened,as it would take me a week to recount the entire story.
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Re: ntl complaints procedures.
Having problems myself, I was told to use the C.A.B. they may help you was well
Good luck. |
Re: ntl complaints procedures.
Sorry to drag us back to the original topic but can anyone just point me to the NTL complaints procedure anywhere.
I joined NTL in March and I cannot believe how bad a company can be. They have screwed up every step of the process for what started off as video, broadband and phone but is now just broadband and phone with me looking forward to contract cancellation day. I wont bore you with the details but I would be only happy to talk to someone in authority in NTL about my cusotmer journeys and how this is costing NTL a fortune, never mind the cost to me. I am head of a CRM function within a organisation of 100,000 people and I am professionally offended at the way that NTL runs its customer facing operation. If NTL really wants to tackle its financial problems I would suggest they address some of their customer facing processes and culture rather than tactical patches that damage the long term relationship like charging customers 0845 or 0870 rates for calling when often its not the customers fault. |
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<mod edit: Chris W>please do not post full names of ntl employees or their direct contact numbers on the forum. Cable Forum have a good process for escalating complaints to ntl. If you want to know about the process, or have a complaint that you want us to escalate, please contact a member of the Team. |
Re: ntl complaints procedures.
Thanks for that contact it may be useful in dealing with my problems at a tactical level, its really appreciated.
I am not sure that is a strategic solution though. Its an odd strategy to have lots of broken customer facing processes which upset lots of customers who wont complain, but will ultimately move away, leaving a few who will complain for a while and then give up and, finally, very few who will, for whatever reason, persist and get their problem sorted by forcing NTL away from its normal processes to deal with them in an ad-hoc way which costs them a lot. The big lose for all is that NTL dont seem to have any mechanism for capturing the learnings about where things are failing and so never fix the process and so it keeps happening over and over. I have asked all the staff I have dealt with from NTL over the last couple of months what NTL will do differently now that we identified a problem at NTLs end - none of them could answer, whatever their level, all they would do is a combination of (1) apologise (2) put it right tactically (3) offer me some form of compensation. What a waste. |
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Just a quick question-hope you might be able to help, I had a NTL student package at university for internet and tv that I cancelled in May 05-just before i graduated. I had to ring them up twice to make sure they had cancelled because i kept receiving bills, on the second call they assured me that it had all been cancelled and NTL came and picked up the tv and internet box.
Anyway in march I find out that they have still be charging me over the last 10 months for internet and now owe me £250-I called them in march and I am still trying now to get the money back, I have been on the phone to them about 7 times-they have promised to call me back but never do, I have spoken to several line managers that have all offered different things but never deliver so at the moment it seems like ringing up and asking for my money back isnââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t working!! I have written emails as well to the complaints department but they have just replied saying they can't see a record of my complaint so I need to ring customer services for the 8th time!!! I have now got the number for Head office to call to see if they can do anything but not sure who to ask for can anyone advise? I dont have an account number anymore because obviously i have cancelled it but everytime i ring up i give them the postcode of my old university house and they tell me that they do owe me £250, but that a line manager has to authorise it to be sent to me and then they assure me that this will be done or they arrange for the manager to call me back but obiovusly i never hear anything back and i end up calling them again and spending more money on the phone. |
Re: ntl complaints procedures.
:welcome: Helen
If you send me your full name, address of your old address, a contact number and as much detail as you can then i'll pass this to our contact at ntl to get this resolved. |
Re: ntl complaints procedures.
hi helen, its the best way forward to follow Chris advice, the company have a certain amount of time to resolve an issue, if this isn't then speak to otelo.
It actually may even be worth giving a call and mentioning to speak to the relations team, if they refuse mention that you are considering appealing to otelo and you will get hold of someone who will listen to you. When a case gets referred to otelo it costs around 400.00 |
Re: ntl complaints procedures.
I have also been trying to get my account closed since december 05. NTL have told me since then that i owe them no money yet they send me letters saying i have outstanding bills to pay they also sent several demand letters from cash collections agencys. when i wrote to complain after speaking to over 23 customer service staff since december they gave me the wrong address and a lot of wrong information. after then spending time to go through my complaint with each person i spoke to i started to go insane the complaints procedure is diffrent on the ntl site to the one staff tell you.
and by the way the staff are really good at putting you back through the system if they cant help you they dont tell you they are going to and you end up speaking to 5 diffrent people taking over an hour for one tiny problem. Today i have been told that i need to resend my complaint letter to the correct address which i have if anyone needs. I was also given a very usefull number to call after calling 3 diffrent ones its the customer concern department in manchester they are the people who recieve the complaints letters and are also the people who decide on the compensation they give you and can do it all while you hold on the line the number is [ADMIN EDIT] - (Russ) incorrect number removed its a main department and the number is available on ntl website once you shift through all the other rubbish. They can tell you if your complaint is being delt with and sort out your problem with just one person woohoo they will also send you a letter which i advise you get to confirm what they have done and by whom. It only took me a whole year to find that department the one light in ntlhell. |
Re: ntl complaints procedures.
I presume it's better to put your complaint in writing rather than phone?
I've just been without a phone for almost 2 weeks while waiting for a cable repull that i've been told wasn't needed :mad: It seems the wires in the green box and outside the house were connected wrongly. |
Re: ntl complaints procedures.
I wish I hadn't had to bother with a letter of complaint. I got a letter saying that £45 (out of £192!!! ) had been credited to my account and that I should settle the rest of the money that I owe (which is ZERO, except these jackasses don't seem to realise this) with them.
This is a bloody joke and I am no longer going to be patient or tolerant with them as I have tried this approach and it obviously has NOT worked. I am going to phone this guy and let him know what a cretin he is and the same for the callcentre monkeys, and how I'll see the company in small claims. "When a case gets referred to otelo it costs around 400.00" costs who? I hope it's NTL it costs, because if not it's cheaper to take them to court anyways. I sincerely hope for NTL's sake that when I cancel the account my landlord set up and transferred to me last september, that I do not have to go through all this bulls**t again. After that it will be a permanent bye NTLsh*t. I was walking through town on saturday and one of those NTL sales people literally chased me down the street. I stopped and told him, very loudly, what crap service I'd had but he was STILL trying to sell me this crap. Is harrassment a common sales practice for NThell? |
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They will not just file a complaint against them without this |
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Re: ntl complaints procedures.
If you'd PM me your full name, address and account number I'll get my ntl contact on to this.
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Re: ntl complaints procedures.
Current address or the address the account was at?
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The address ntl billed you for.
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Ross??
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Hi Out There,can Anyone Tell Me That Now Ntl & Telwest Are One, Why Telwest Has Movis 10 & Ntl Has Not.allso Why Telwast Update There Channles Before Ntl.tex
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Re: ntl complaints procedures.
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Although ntl and Telewest are owned by the same people now, they still operate as seperate companies. It will be a whil yet before the services are merged and offered under one company I'm afraid. |
Re: ntl complaints procedures.
hi mate,
thanks for the info. tex
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Re: ntl complaints procedures.
Pleased to say that all my NTHELL problems seem to have gone away as if by magic since Ken took over the complaint.He removed the overcharging from my account and also made a small goodwill gesture,but most importantly he promised that the same thing would not happen again.He was as good as his word and my latest NTL bill arrived showing for the first time the correct amount.He also said he was going to take up the complaint about their customer services with the relevant dept to find out why they are so thick.Complain direct to the executives office and save yourselves a lot of grief.I can confirm that this works better than all the other useless methods.........Keith
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Re: ntl complaints procedures.
Hi Keith,
Glad You Got Things Sorted Out At Last. Tex |
Re: ntl complaints procedures.
My phone and BB has recently been disconnected due to NTL thinking that I had moved house. Even though I put the request in, in April and cancelled in 4 days later due to house falling through and then getting 2 other calls from THEM to confirm my moving date and it then being cancelled a total of 3 times!! (And it is now 28th JUNE!!!)
I am now after 2 days and 4 long calls (and 2 failed promises to recieve a call back from Customer "Service" Advisors and 1 for a supervisor to call me) I'm still trying to find someone who can get me reconnected!! I'm thinking of saying all this on tape so that I can just play it, instead of me having to repeat myself!! Any help?? or advice??:mad: After I'm back up and running I'm swithching!!! |
Re: ntl complaints procedures.
That is exactly my experience.
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I had a total of 22 promises of a call back, only 3 came true. I also had over 100 separate apologies over the years from NTL employees. Never has any attempt been made to improve things. I also feel that cust service dept have an offensive 'the customer is always wrong' attitude. Quote:
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Re: ntl complaints procedures.
can anyone help me with my ntl complaint i have.
in 2005 to keep my business I was offered the unlimited 24 package + digital tv (base pack) - 25.00 (standard price yes i know). But 1/2 Price BB. Now for the first 3 months I got the discount but after that I didn't (any the 1/2 discount was even a full half price). I've gone along as normal paying my bills because I work and really don't have time to sit in queues waiting for ntl!. I sent a letter to NTL but received no response. I am now moving property at the end of the month and NTL have two options sort it out and I will keep NTL, because I like the product 10mb bb hardly any problems now. NTL TV bit slow now and again but better than sky picture sometimes. and phone never a problem. Alternative route. I sit it out, keep a note of the next letters Recorded Delivery number and if no joy go to otelo. Someone please help me. I can provide you with my accounts details and any other information required!!! |
Re: ntl complaints procedures.
PM me your name, account number and a contact phone number and i'll get someone to have a look at this for you.
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Re: ntl complaints procedures.
I've had a long string of emails from Tech Support too, all from different people, and ALL suggesting things I had already tried to resolve a problem where my connection keeps cutting off at random intervals (and I do mean BASIC stereotype "restart the modem" type-stuff.. which I'm already having to do every time it f*cks up again anyway).
They also often take days to reply... theres a surprise. No wonder these people get abused by customers. I've stated in my last email that they're not impressing me with their service or giving me ANY incentive to stay once my year's up. |
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what email address/ contact form do you use? |
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New poster
Mega frustrated and annoyed with NTL's seeming not-give-a-toss policy when it comes to problems. To cust a long story short, a mate who was living at mine (he sold his house and was waiting for his new place to be ready) enquired with NTL about transferring his # from old to new house. At the beginning of June I received a letter address to him to my address saying his number was ready to be connect at my house :mad: I called NTL who said nothing would be done as he had moved to his new property and I had explained he was taking a contract with TalkTalk. Recently, over the course of three or four weeks many of my mates have said they've had trouble contacting me on my landline. Infact trouble is a term used loosely. They just couldn't get me 'cos my number just rung and rung. When they had an option of leaving voicemail they couldn't as the mailbox was full. I tried deleting my mailbox but it was empty to begin with. I thought the problem might be down to a new Panasonic phone i'd installed as that had an active TAM but switching that off didn't help. No-one could get through to me On Saturday (1st July) a mate called my mobile and said he'd just rung my landline. I was at home and it had not rung. We hung up and I called my mobile from my landline only to find, to my amazement that my landline number had been changed to my ex-housemates old number ! I called NTL and spoke to an Indian lady who didn't seem at all bothered my by predicament. I mean, I'd only been paying for a landline that no-one could call me on and I was very upset as my American Auntie is terminally ill and I was undiallable! Eventually the lady transferred me to her supervisor who said she needed to email a departmnent to investigate my problem. I asked to speak to them directly, but apparantly they do not have an email address available for customers and they definitely do not have phones. Very strange for a Phone and Internet Cable provider :shocked: Needless to say the supervisor was unable to get a repsonse from this department and she called me at half time of the England -v- (cheating) Portugal match to say so. She promised to get back to me as soon as she had heard from them. I'm still waiting. I called on the Monday (just gone) and spoke to a really helpfull chap (for a change) who asked me to see what he could do to change my number back before he passed me to disconnections to discuss leaving NTL. He managed to arrange an engineer to call out tonight between 5 and 8pm. My neighbour has my key to let him into the house to do any neccessary work. Hopefully when I get home I will have my number back. Anyway, I digress! This morning I tried to get some sence from disconnections. Basically I wanted to terminate my contract without having to pay the remainer of my line rental - £77. I thought NTL had breached their contract with me but according to the last fella I spoke with they have not. In fact, they have done what they say they will - rectify the situation and they're prepared to waive and ladline charges relating to the period when my number had been changed. This is obviously wholly unnacceptable. I have cancelled my DDR and have refused to pay my current bill of £20.145 . I now have to write to the disconnections team explain the entire scenario (as i have done FIVE times) again and see what arises as a result. Am not gonna name names of those I have spoken to on a public forum but the service from all bar two as been p**s poor. And even then absolutely nothing has been resolved (to my satisfaction) they've just been empathetic. I'd be interested to learn if anyone else has similar shoddy experiences from this bunch of cowboys. One disgruntled 'customer' |
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Can you confirm whether you got my pm? I have it in sent mail but i haven't heard anything back. |
Re: ntl complaints procedures.
Dear all, thanks for letting me air my views on behalf of a mate.
I moved from my old address in August 2005 and ntl was disconnected. But mysteriously in September 2005, it was reconnected.This information was given to me after numerous calls to the helpline. Then from March 2006 i started to get monthly bills of £24.99 which now amount to £109.96 .!!!Phone calls to ntl have added up! More worrying to me are the threatening and sometimes abusive phone calls at all hours to my father who lived with me at the old address and has kept the same number.He is 70 and suffers from ill health.I have also received, bizarrely, a disconnection notice!! threatening me with a credit reference agency! Please can someone help Many thanks. Rich |
Re: ntl complaints procedures.
Hi Don't know whether this is the right place to air my problem or not, but hope some one can point me in the right direction. I have been having a problem with my broadband connection for quite some time, maybe over a year! They kept on telling me that the problem was with my computer. I tried all sorts to sort out the problem, like looking for problems, bugs, viruses and the like until eventually wiping clean my computer to start again but that still didn't fix the problem. So eventually went out and bought a new laptop. And yes STILL had the problem. Last week after telling them about the new laptop they said that the problem was at there end and sent out an engineer who changed the modem and solved the problem strait away. I was told I could be reimbursed but after spending 2 hours on the phone again was told the best they could do was offer me 6 months half price broadband. is this really all I can get or is there another road I can go down to solve this problem????? Thanks in advance Chris.
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Re: ntl complaints procedures.
Thanks CableForums another success in dealing with my complaint. For those who are concerned that read this post, I may of had problems with NTL but I still honoured my contractual obligation, I am so pleased that NTL sat down and broke down the complaint and give me the satisifactory response that I required.
Thanks guys |
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Re: ntl complaints procedures.
After one no-show and several weeks wait, an engineer finally turned up yesterday to replace my analog tv box. That went ok and he said the tv will start working automatically within 24 hours. Fair enough.
Well, it's still not working. Only the three shopping/advert channels are on and the remote doesn't work. Phoned ntl who said there was no box registered to my account which was why it's not working. I was then asked for the serial number on the box. The only number on it is nothing like the number format they were expecting. I was then told that this would need to go to the 2nd level(?) and it would automatically work in 2 days time. So, to try and help speed this up, I'd like to email photo's of the box to ntl to prove I'm not missing anything obvious. Can anyone give me an email address that will work please? |
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is there an email addy were i can send an email regarding a conplaint against ntl straight to them thanks julie:angel:
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Re: ntl complaints procedures.
Pod2 and julie1961, :welcome: to Cableforum.
If you both start new threads describing your problems, we may be able to help, or even raise the problem with NTL ourselves. |
Re: ntl complaints procedures.
Wow what a string of complaints. Mostly familiar except that I don't have an account wth them.
NTL Bless em have taken money from my account, and I havent even signed a direct debit authorisation for them to do so !! In fact I made a point of not doing so when the local rep demanded I sign the forms before he could send me any pricing and package info. Oops i thought, Ive just signed a contract, best I cancel right away and wait for the info I requested. My amusement with their subsequent months of incompetence (which would have been a credit to their over efficiency had their different departments talked to each other) has now been tempered by this final (I hope) straw. I believe that is Illegal. How did they manage to do that ? I haven't finished with the elongated complaints procedure so I'd best not get too carried away but If I stole 20 quid off them and didn't pay it back for 21 days (i hope) I am sure I would be in very serious trouble. |
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I have quite simply had enough of them. |
Re: ntl complaints procedures.
Help Moved house recently. Move my telephone line and broadband, and then added cable TV. I have spent the last 4 weeks with "customer services". Broad bandspeed are very poor for a 10Mb line. I cant dial mobile numbers from my phone line. I have wasted a good week with customer services, and broad band technical help. My problem has been "escalated" numerous times with the promise of a callback frrom "supervisors." When this does occur they seem to be clueless as to what is going on. There is memo after memo on my account, but still no can help resolve matters. To top it all off, I get the bill, and its in the 100s???? I am starting to pull my hair out at this stage many thanks
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Re: ntl complaints procedures.
Had great problems with Pace box, tried to get replacement with Samsung. Told had to upgrade service to get box, but retentions offered me a credit of £15pm for 12 months. Got it for 2 Bills but not next, phoned retentions again after 40 min wait. Person had left NTL but she could not understand credit but said she would put it back but would only work from next month. Do you think the credit will continue or will i be contacting them in 2 months with no credit again.No expination of why credit stopped?
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