i have been with ntl for
 

nearly a year now ..and I have to say that one of my biggest complaints is if you have to contact them ..for tech help or anything else really ..try emailing them ..its agony ..
the only time I got a prompt response is when I lost my temper and put some swear words in the email .. fastest reply I ever had ..
I don't know wether to carry on with them this year or go elsewhere ..
is the grass greener somewhere else ?

regards .,.,.cliff

Re: i have been with ntl for
 

I also hate having to telephone ntl. When I asked to add Sky Sports it took two calls for it to happen. If they have charged me twice then I'm off elsewhere.

Re: i have been with ntl for
 

The grass is always greener on the other side.....'til you get there.

Re: i have been with ntl for
 

I submitted my lovely complaint instantly, after hearing about the new BB tier levels.

No reply.

Re: i have been with ntl for
 

And do you expect one?

NTL is fine until you have something wrong with them, then they're utter sh**e.

Re: i have been with ntl for
 

dont get me wrong ,i'm sure the staff are nice people as i have found out on this BB, its just there web site and phone service .press this button then that button and so on untill you lose the will to live ..:confused:

i have only just found this ntl forum and some people here work for them , so its a good place to get help ..and i thank them for that :)
in fact this forum might just keep me with ntl ;)

regards .,.,cliff:dunce:

Re: i have been with ntl for
 

Sorry to hi-jack this slightly, I'm working up the energy to cancel my NTL service now, can I just write to NTL to cancel my TV service, or will I have to get in touch with CS and cancellations by phone? I as many customers of NTL cannot stomach another minimum 15 minute wait for someone to answer.

Re: i have been with ntl for
 

Write to them (registered/recorded delivery) at the address on your bill.

Re: i have been with ntl for
 

nffc has summed it up very succinctly, imo. If they get things right first of all, then you're laughing. However, if/when things go wrong, that's when you'll regret having chosen ntl.

Technically, I never had many issues with them - I'm not sure exactly what the uptime percentage would be, but I wouldn't be surprised if it was > 99.5%. However, it only took a relatively simple task such as moving house for it all to go pear-shaped administratively. I've not yet fully ditched NTL, and still have an on-going problem since August 2004! :mad:

Saying that, I think that BT aren't much better. I'm still waiting for them to make an appointment to get an engineer round to inspect our socket... hopefully it'll be 22nd Feb (after already waiting several weeks) :eek:

Sky, on the other hand, have been exemplary, and NTL would do well, imo, to look at Sky's level of customer service. I haven't looked back since switching to Sky.

Re: i have been with ntl for
 

Thanks Neil, have a greenie. :tu:

Re: i have been with ntl for
 

:eek: :eek: Alarm Bells!! Ive had an absolute nightmare with Sky Still ongoing.....I would honestly say ntl would do well not to take a leaf out of their book.

I am trying to get compensation (or an apology) for the mess they made to my old house nearly 2 years ago.

Now they are saying they cant because ive changed address and I might not be the same person anymore?!?!

Re: i have been with ntl for
 

I've had a few problems in my time (2 modems just stopped and customer relations is poor) but (up until december) I thought they were good enough as a company...

But then i recieve my bill for 4 months backdated, which I "hadn't" paid. Well, I hadn't paid according to them, but my past 4 bank statements all showed that I had. I've been waiting over a month now, and all they can advise is that I send them my bank statements to prove to them that I have paid. Although in the interest of fairness, I think they should prove to me I haven't paid.

3 days of numerous calls to CS, all I get is crap from morons on the other end. I'm sick of these call centres they use. Barely even able to speak English, which never helps. Then one of their employees even had the cheek to call me a liar. I asked to speak to his supervisor, and also took his name down. The supervisor was just as arrogant, but the best part of all was, the original idiot I spoke to, I asked his name so I could put in a complaint. He claimed his name was, wait for it, Mr NTL. I just laughed and hung up on him. The problem has been sorted now though, but I still feel it's a bad thing when a company has a lost payments department. Maybe just a general complaints area, but one devoted to lost payments I find a little worrying to say the least.

Re: i have been with ntl for
 

Bluddy 'ell! :shocked:

Re: i have been with ntl for
 

I know ntl are far from perfect, but, there are "other" companies out there just as bad.
I have had a nightmare with N-Power regarding my bills and my mate waited 3 weeks for sky to sort out his smart card problem
So, all is not greener on the other side,

Re: i have been with ntl for
 

Seems to me we always hear the bad reviews and never the good ones..

So to add a positive note, I have been with NTL for the grand total of 4days and had to call the Tech Support/Customer Service depts several times over the weekend Saturday/Sunday and got through within 5minutes on each occasion. If it stays like that I will be more then happy ( although I'm hoping I won't need to call them to often )

Re: i have been with ntl for
 

I've been with NTL for 2 and a half years, and had to ring them twice. First time to add Prem Plus for a quid - got through and sorted within 2 or 3 mins, and a second time when the bloke fitting our driveway cut through the cable. Got through pretty much straight away, engineer came out and had me back on line asap by patching into next doors unused box.

Having said that, by hearing these stories, I really don't want to have to ring them to deal with a big problem.

Re: i have been with ntl for
 

Apparently their is a month's backlog in the dept that deals with disconnections. i wrote 20th Jan to cancel on the 20th Feb, rang CS today, my account is still active and prob will be till mid March till its disconnected...

Re: i have been with ntl for
 

I have been with NTL since September 2001.
My experience with NTL is similar to most posters.

Their technology is very good and works well. However, the problems occur when you either develop a fault (I have had a few) or they mess with your billing (I have had a few of these as well). Then it is like trying to move a mountain.

They were originally very poor at communicating changes to your account. One time they suddenly started charging me more and claimed that I had been notified which was not true. I should know as I am very particular about my accounts and correspondence. An indication of this is I have the original flyer which was put through our letter box when they first cabled up our area all those years back and were touting for custom. Also it was dial up then not broadband.

One time I got so angry that I requested the person on the helpline who was being rude to disconnect me and be done with it and he did!!! I did not think he had the power to act that way.

I have often been on the brink of leaving and going ADSL due to their poor support, but have been held back from doing so because I believe their technology (cable) is better than ADSL.

Finally as a 300K user I am not sure that I am looking forward to their more recent change. I will probably opt to stay on 300K with the 30 GB limit rather than the 1 MB with 3 GB limit which seems a bit mean but understandable. I would have preferred 600K with a higher cap.