National Customer Liason Centre (complaints)
 

I've just had to speak to the NCLC in Swansea for about the 3rd time. I won't go into the details of the complaint - they were all resolved satisfactorily.

The point of this thread is to give you all a bit of useful info (if you don't know already) before Virgin send me the cease and desist order.

I have the direct number for NCLC published on my blog and the lady I spoke to said that this number was private and I have to remove it. I said I'd be happy to if they send me a written request from their management or lawyers.

Until then here's the number: [Edit Rob - removed]

That's the direct number for the NCLC. No holding, no waiting. If you have a complaint and normal customer services routes don't work, call the NCLC.
But please don't abuse them. The few times I've needed to call the NCLC staff have been very helpful and have always sorted things out - unlike the normal CS staff.

If publishing this number is against CableForum terms then feel free to remove it.

On the subject of the NCLC...

Their preferred method of complaint is letter which you send to Swansea. These letters are opened by someone in Swansea, boxed up and sent to India where someone un-boxes them and enters the information onto the complaints database. at which point Swansea can then deal with the complaint.
Usually takes about 18days to get onto the system.

Does this strike anyone as particularly wasteful?

Re: National Customer Liason Centre (complaints)
 

1. I would remove the number as you have been told that it private.
2. Glad you got your problem sorted.
3. If you are refering to ex-ntl customer then yes they are really bad and ex telewest are really good.
4. If they find that the number is been used by customers they will simply change the number

Re: National Customer Liason Centre (complaints)
 

The NCLC is great. Customer service, since NTL took over, is horendous. I'm ex-Telewest and have never had problems with them but NTL/Virgin are the pits.

As for removing the number from my website - If they make a reasonable request in writing I will be happy to.

Re: National Customer Liason Centre (complaints)
 

I've removed the number. Given that you have been asked not to publicise it on your own web site. and it's not something that VM publicise, it's innappropriate for here.

Re: National Customer Liason Centre (complaints)
 

Bit harsh to be honest. Unless it's directly against the CF terms I am free to publish the number until and unless I receive a formal request from VM to remove it.
I have not received a formal request

My website is in my sig but CF censors the last word :)

Re: National Customer Liason Centre (complaints)
 

like I said you shouldnt give the numba out and if u r asked by a lady in the nclc not to that is direct from vm as she works for vm and admin i think this thread should be closed no need for this thread really

Re: National Customer Liason Centre (complaints)
 

also you are only shooting yourself in the foot there.

If they started getting hundreds of calls through to that number, they would just change it. Then what seems like a very valuable resourse for you is gone.

If virgin media wanted everyone to know about that number they would have at least put it on their website

Re: National Customer Liason Centre (complaints)
 

If Virgin didn't want their customers to know it they wouldn't give it out when you ask them.

CS gave me this number when I asked how I can speak to the complaints department - they never mentioned it's private.

And a formal request doesn't come from the nice lady on the phone - it comes from Management or lawyers.
They never mentioned it when they called back so as far as I'm concerned it's all good.

The NCLC are the only department I've ever spoken to in VM who can actually get anything done.

If you want to lock this thread go ahead, I'm sure everyone who needs the number has it now and will finally be able to get their months long problems sorted out.

Re: National Customer Liason Centre (complaints)
 

It's not that hard to get through all you do is call head office and ask for High Level complaints.

Re: National Customer Liason Centre (complaints)
 

No they shouldn't, but if you have found someone who was sympathetic to your problem, and offered YOU a quick way to get the matter resolved, you shouldn't go exploiting that kindness....even if your intentions were well ment.

The MODS here have direct contacts in VM on the clear understanding that they don't go handing out that information to all and sundry, so they were right to remove the number from your post, and mung your signature.

Re: National Customer Liason Centre (complaints)
 

My signature has nothing to do with NTL/Virgin whatsoever - it includes a swear word.

As I've said, if NTL/Virgin don't want the number published then can send a formal request. Until then it stays (it's been online for nearly 6 months) - it's called freedom of the press.

I also have the geographic number that it maps to but I won't release that.

Re: National Customer Liason Centre (complaints)
 

LOL, Freedom of the press?

Re: National Customer Liason Centre (complaints)
 

Can somebody put the number on here please?

http://www.dslzoneuk.net/isp_ratings_vote.php

Re: National Customer Liason Centre (complaints)
 

Could someone please tell me how to get my address corrected in the Phone Book. Since changing to ntl in April 2000 my address has been printed incorrectly although I have lived at the same address since 1976!
BT refuse to alter it although they can see it is incorrect. All to do with Data Protection as I am an ntl customer.
ntl have not replied to one letter, telephone call or email since I first told them about this in 2001.
How can I get someone at ntl to listen to me and to deal with this as BT will not alter it until told to by ntl!!
I have sent another letter to Swansea (Recorded Delivery) but no reply yet.

Thanks
Frustrated ntl customer
J A Harper

Re: National Customer Liason Centre (complaints)
 

Try phoning Customer Services..

:welcome: to the forum, by the way.

Re: National Customer Liason Centre (complaints)
 

There was a big hooharr about this when it was revealed that hundreds of customer's contact details were wrong in the emergency services database, so this doesn't surprise me.

At the time Virgin Media said they were working on it, so I don't think there's much you can do.

Re: National Customer Liason Centre (complaints)
 

Re my incorrect address in the Phone Book. I have rung ntl Customer Services so many times and nothing has been done although I am told they 'will try'. Yesterday the lady on the helpline (called Kate) said she had never heard of two separate names being entered in the phone book for the same number!! Although two people live in the house and use the same phone!! One person's address is correct, the other (mine) is incorrect!

I have lost count of the number of phone calls, emails and letters! Help!!

]

---------- Post added at 15:48 ---------- Previous post was at 15:42 ----------

I have rung Customer Services so many times and nothing has been done. Most of the Operators say they will look into it and try to help but nothing is ever done.

I have lost count of the number of phone calls, emails and letters!
Help!!
J A Harper

Re: National Customer Liason Centre (complaints)
 

Not really part of this thread;

However cust care can deal with this.

If the cust care rep can not deal please please do ask to speak to a team manager.

There are processes which allow the changes you require. Its just a matter of getting the cust care rep to realise this.

This is not a BT issue it is down to VM to make the changes as BT just take the info from VM.

Hope this helps

Re: National Customer Liason Centre (complaints)
 

I think I got contacted by one of the NCLC, i guess is from Newcastle though, to try to help resolve my flat isn't on the database even though there is a life telewest line in it, causing me problem to move my account from previous address.

She was very friendly and genuinely tried very hard but after over 3 MONTHS, numerous messages to the sales/spotters/database department but no one seems to response to her request on my behalf. I finally have to give up.

Now sadly I have to move to BT with their sub-standard internet+TV and even worse CS. The engineer just come in and took over the Telewest box, all sorted in 15 minutes. At least that is one good thing from BT I suppose.

Re: National Customer Liason Centre (complaints)
 

I have had a catalogue of issues with billing and service over the last ten years, no one at Nynex, Cable & Wireless, NTL has ever managed to sort it. This year I have phoned in three times and noticed a real change in attitude. People have actually listened to me and acted on what I have said rather than simply read a script.

The root of my problem was apparently I had a different postcode on the "billing screen and the front screen " , this was preventign me be offered the appropriate discounts. At one point last year I was told "you dont even have broadband according to our records!"

I dont know who I spoke to other than she had a Welsh accent, but the level of knowledge and confidence was a different league to anything experienced before and since then I have been offered discounts on my bill and package upgrades.:angel:

Just my observations.....