Problems with cancelling..
 

I rented a property last year for 6 months. When I phoned NTL and explained that I was only in the property for this short time but could they provide the cable services, they were more than happy to oblige. The property had previously had cable in it, so no installation was necessary, just the engineer to pop round and connect the box etc.

Everything was fine until in December I had notice given on the property which meant having to move back to my parents place temporarily. I would have been more than happy to transfer my account to my parents place, however they already have cable TV, telephone and broadband, and have done so since cable was installed in their street many years ago (in the days of NYNEX).

I duly phoned NTL, and the very helpful person explained that she would contact the moving department for and that they would call me back to sort things out. She also told me that as I couldnt take my cable with me, NTL would cancel it.

I didnt get a call back, and left it till after christmas (which was probably a mistake on my part). When I called NTL again, they said they had no record of my previous call, and that yes I would have to pay for the full 12 months! I explained what had been said before, but was told that false information had been given and she would raise this as a training issue!

By this time I was moving out of the property I was back with the parents. I agreed with my parents that if NTL were going to force to me to pay until the end of the 12 months, then my father would cancel his contract (on which he pays 3 times more than me for serveral boxes etc). We would then have just my contract in place with 1 box and broadband and effectivley NTL would lose a long term customer.

Basically I am asking NTL to make a decision:

a) Tell me I have to pay my contract, which in turn will lose them my fathers custom

b) Cancel my contract, as they said they would at the time of ordering, and during my first telephone conversation with their customer services dept.

I am going round and round in circles with them at the moment. A woman in customer relations said she was going to cancel my direct debit their end so that that account would be cancelled and yet I am still recieving bills and letters telling me my direct debit is unpaid.

I spoke to someone else last friday evening who said she would drop a note to customer relations asking them to call me - no call recieved.

I've just got off the phone with customer services who tell me I need to speak to customer relations, however the bloke I spoke to said they cant send notes to customer relations and I need to call them between 9 and 5. I explained that I work during those times so cannot take the time to call them, and I need a call back... his reponse.... well you need to call them between 9 and 5, we cannot send notes to them to arrange a call back!!

I honestly feel like I am banging my head against a brick wall. Its getting to the stage now where I feel I should be billing NTL for my time spent trying to resolve the situation.

Can anyone on here suggest a way forward....pleeeeeeeeeeease

Re: Problems with cancelling..
 

Sorry to hear about your predicament - if you'd like to PM me your full name, address and account number, I'll get on to one of Cable Forum's contacts within ntl who has a shining record at kicking @rse in times like this :)

Welcome to the site btw :wavey:

Re: Problems with cancelling..
 

Thats really kind of you thanks. Its a great site btw... wish I had known about it sooner.

I hate having to moan, as over the years NTL have provided a reliable cable service, seems a shame that my impression of them has been tainted somewhat now!

Re: Problems with cancelling..
 

Got a phone call from your contact at NTL today. She deserves a medal in my opionion. She has resolved my problem and cancelled my contract so that no further bills will be sent out (she really does kick @rse!)

It might be nice for others who may be having problems, to know that there is at least one person in NTL who is prepared to go out of their way to help :D

Re: Problems with cancelling..
 

hopefully, this route will always be only a 'last resort', but I have to agree that the result speaks for itself. Thanks for the feedback - and big up, again, to our friendly NTL contact :tu:

Re: Problems with cancelling..
 

I fear I may have spoken to soon.... another dreaded bill has landed on my doormat!

I'm worried now that NTL are going to be recording the alleged lack of payment on my credit history. Does anyone know if I have any recourse against this happening, or any suggestions on how I can stop them billing me??

Re: Problems with cancelling..
 

Hi,

You should contact your contact at ntl again. ;)

She will sort you out no worrys. :)

Re: Problems with cancelling..
 

I'm having similar problems with NTL. The place i was renting was put up for sale and i had to find somewhere else. The place i found, NTL don't cover. When i rang them to cancel they told me i was breaching my contract (i had NTL for 4months) I never signed anything and i'd never been told by them it was a min 12 month contact. They told me it was on their terms & conditions which i was never given a copy of!!
Eventually, the girl told me i would only be charged for the cable for the duration of my "contract" and not for broadband, telephone & cable. I still wasn't happy but what could i do?
Then last week i got a bill for £370 with no explanation why. I rang customer services and spoke to a rather rude individual who basically told me that i shouldn't have taken NTL if i knew i was gonna be moving!!! Then proceeded to interupt me everytime i tried to talk!
I cancelled the DD as i want to know exactly what it is im being charged for first! I still have their equipment which they haven't bothered to collect as discussed!!
Should i just accept their word & pay them?? HELP!!

Re: Problems with cancelling..
 

Firstly I hope you get this sorted as soon as possible but, if you did not get any T&Cs why did you not ask for a copy or find out where you could get one, IMO it is not an excuse that you where not given one.

But like I said hope you get it sorted.

Re: Problems with cancelling..
 

Sorry to hi jack a post but Im having the same problem, my son rang ntl to see if he could get telephone and a base pack tv to his rented house and explained that the lease was for only 6 months, He was told that it was not a problem and that he would be able to cancel at the end of his tenacy,, This was done over the phone with ntl, he had no contract to sign other than when the engineer came to install the package, His tennacy has now come to an end but as you might have guesed they say he has to be with them for 12 months, he is currently going to move back in with me and I already have ntl installed so he cant trnsfer it here what would you advise, Oh and a nother matter he rang to cancel his tv two weeks ago now although they now are saying he cant cancel they have already been to collect his box, when he told the person at ntl this they say that they dont know why it was collected and cant find out who by, So he is still paying for tv although they been to get the box,, advise please as Im at my witts end with this

Re: Problems with cancelling..
 

Gill to the rescue again! she's sorted out my account to make sure no further bills come through :)

Thanks to everyone on here and Gill at NTL for helping:D

Re: Problems with cancelling..
 

have u got a number for gill M8

Re: Problems with cancelling..
 

It's only to be given out if Jill requests it.

At the moment she only gives to to customers whose issues she's dealt with for them to get back in touch if the matter arrises again.

Re: Problems with cancelling..
 

Oh ok never mind had a think about this and I think my best plan is if NTL refuse to close the account I will cancel my full package including modem tv and telephone and my son can tranfer his remaining monthgs to my house then at the end get rid of it all together, shame really seing Ive been with them for 15 years, trouble is in the old days they used to care about clients now its dont care..

Re: Problems with cancelling..
 

I know what you're saying, it was my responsibility to ask for their t&c but isn't it their responsibility to stipulate that installation is for a min 12 month contract??
And also to ensure their staff are trained properly?
I've been given the incorrect information and that's what im most annoyed about!

Re: Problems with cancelling..
 

Same problem here, was in a flat for 6 months, specifically ordered a 9 month student deally.

now it comes to cancelling, they insist i signed a 12 month contract, and now want £175 to let me cancel.


not a happy bunny.

Re: Problems with cancelling..
 

How did you sign up for the services in the first place? Were you contacted by sales, did you see a leaflet and call up yourself etc?

Re: Problems with cancelling..
 

Got it sorted now, Explained that he was a student and was only there for a six month contract , they still tried it on so I said OK put the remaining 4 months in my house but caacel my contract and after the four months are up I will cancell the other one aswell, They did not want this as Ive been with them 15 years so they just ended my sons contract there and there, What a palava though

Re: Problems with cancelling..
 

Things are going from bad to worse for me! After all my issues with the cancelling of my "contract" I decided to contact customer services and arrange to pay. The advisor told me I could pay in installments and after arranging the collection of NTL's equipment, tranferred me to the credit control dept. to arrange a payment schedule. I arranged to pay £30 per month, until my £370 bill was paid! I asked if this was a normal procedure as i did not want this bill to affect my credit score, and was told yes it was, customers do this all the time. I duly sent a chq for the amount agreed, then 2 days later received a letter from a debt collector asking for full payment! I contacted NTL who basically said it was a crossover in communications and that they would get in touch with the debt collectors & notify them of my arrangment. A few days later i received a monthly statement from NTL for £207.43 , they had received my payment, had removed £100 from my bill plus another £29! Great, I thought it's all been sorted!!
Oh how wrong I was! Last Thursday I received another letter from the debt collectors asking me for £336 or legal proceedings would be started against me. Extremely detressed! I took the morning off college & rang NTL & told them about this letter. They then denied all knowledge of my calls arranging a payment plan (even though they had collected their equipment, as organised on the same call!!) & told me i could not continue paying NTL as the debt was no longer theirs and i'd have to pay the debt collectors in full and that NTL do not arrange payment plans!! On Monday I received a letter from NTL telling me how disappointed they were that i had to cancel my contract and that my account had an overdue amount of £207.43 , "possibly an oversight on my part" (their words). Then today I receive a letter from a solicitors on behalf of NTL stating that if I did not pay the amount of £336 by Monday court proceedings would start!!
I am so stressed out by all this I can't believe such a large company can get away with treating people like this. I've got exams at college & i'm finding it hard to concentrate with all this hanging over me. If i'd have known how bad a reputation NTL had i'd never have touched them with a barge pole!!!

Re: Problems with cancelling..
 

Blimey, I never thought after the few years since I originally posted this, that I would still be getting problems with ntl!

Basically after cancelling my account and getting that sorted I have now found out that they are still reporting my account to one of the credit reference agencies as an active account (which they reactivated after showing it as settled!)

Will I ever be rid of these people????? :mad: