Originally Posted by spiderplant

If you've registered with the TPS, to deal with the sales calls, see here http://www.cableforum.co.uk/board/sh...ad.php?t=41185

Originally Posted by totalwar

Been on hold waiting talk to customer retentions for 30mins and still waiting.ok just answered back on hold again lol 45 mins and counting.

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already did both internet and there phone number to stop sales calls but still getting them.:mad:

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spoke to alan burke at customer retentions he spoke to his manager looks like none of the price increases affect me so can't cancel my account with ntl.but he did confirm that if the price increases did affect me I would be able to cancel my account.Too buy my way out of the contact going to cost me £342.85 my contact runs until feb 07 roll on.

Originally Posted by totalwar

I ask for a e-mail address he said they didn't have one apart from the online reply on ntlworld home page under support I think.I phoned the free phone number still work.Unless they transfel the call to the the 5min a minute changes have to wait for my bill for that.Joined ntl end of feb 06.Mr burke said the package I was on was not affected by the price risesbeing £34.99 pm for internet and around £45pm for the telephone and tv package.
Q)constitutes a price increase in respect of their services provided.Can't see it myself some how don't want an another hour on the phone on hold.

Originally Posted by Mr Angry

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Originally Posted by Mr Angry

If he was happy to tell you he didn't have an email address that you could contact him on then I'm afraid I would have to assume he is showing nothing short of contempt for you as a customer. As such I don't believe you should consider anything else he told you as either bonafide or, for that matter, factual.

From NTL's own residential Terms and Conditions (specifically your rights to cancellation) I quote;

"You may cancel the Services without penalty in the following circumstances:-

1. if we increase our Charges you may cancel those Services in respect of which the Charges have increased by giving us one month's notice in writing within 30 days of the earlier of:
   
   (a) such price increase being notified to you under Condition 6.2; or
   
   (b) the date of your first bill following such price increase, irrespective of whether the minimum period in respect of those Services has expired. If you cancel Services under this Condition, the increased Charges relating to those Services will not apply to you;"

As of today all digital TV base packs are going up by 50p (that's a price increase) so, under Clause 20 you are entitled to terminate the contract without penalty.

The Analogue base pack is increasing by £2.00 so Clause 20 applies.

They are now charging for calls to Customer services (not only a price increase but an entirely new cost above what was previously free) so, again, Clause 20 applies.

The International Call Plan will no longer be included for free in Talk Unlimited and Talk Unlimited 24 - that's a depletion of service and falls under part ii of Clause 20.

From today the daytime charging period commences at 6am. This represents another price increase (very cleverly, by proxy) and is covered by Clause 20.

Unlimited dial up internet is going up to £14.99 a month and 1mb Broadband Plus is going up to £4.99 - see clause 20.

There are lots more increases implemented with effect from today and I could go on but I think you should by now have realized that, irrespective of what service(s) you have from NTL and what this member of staff has told you, you will be affected by price increases.

As such you are within your rights to cancel any services affected by the myriad of price changes without penalty.

Under current OFT guidelines any supplier who attempts to recoup monies due for the remainder of a contract term from a customer who has (or seeks) to exercise his or her right to an early termination within the terms of the contract (in this case Clause 20) is deemed to be applying an "Unfair term".

"Unfair terms" represent a penalty (it's interesting that NTL use the terminology "penalty" in their own terms and conditions) and penalty charges which do not represent the liquidated losses are unenforceable under common law.

For NTL to be legally able to charge you for the remainder of the outstanding contract term they would first have to assert and prove that there was no way they could offset the potential loss (for example by acquiring a new customer to replace your lost custom revenue).

How likely do you think that is?

Originally Posted by Mr Angry

Sorry, I don't.

You could try emailing the guy you've already spoken with using the format of firstname.lastname@ntl.com to see if that reaches him.

Originally Posted by Red Electric

Hi Everyone,

I have been reading this forum and some of the amazing deals people have been getting, I was trying to find out on their site but its all pretty confusing, but I have been with NTL for around 15 days, just had the 1mb bb installed.

Do you know If I am within my right to cancel within 30 days if I am a new customer, ony signed up with them on the 6th of june. As It now seems I need a phone line and a faster Speed etc, and wanted to tell NTL I can get that cheaper elsewhere in the hope they may offer me a better deal so I wont cancel.

I also joined through a rep at one of those stalls and since found out that if I would of signed up online instead I would of got first 3 months cheaper, but I didint get anything of their rep.

Many Thanks..

Martin:dunce:

Originally Posted by James Henry

Saying that though I'd say you've a fairly good chance of getting some discount. This is after all ntl and while most sane companies would point to your contract and tell you where to go their 30 day money back guarantee leaves them quite nicely open to a bit of extortion :)

Originally Posted by Mr Angry

If he was happy to tell you he didn't have an email address that you could contact him on then I'm afraid I would have to assume he is showing nothing short of contempt for you as a customer.

Originally Posted by nffc

Not strictly true, we don't have external email though it would help!

Originally Posted by Mr Angry

I stand corrected. I must say though that in my experience I have never failed to reach an ntl employee by email using the aforementioned method.

Is it not somewhat ironic, to say the least, that a communications company don't have external mail (whatever that means) capabilities?

Originally Posted by nffc

I don't work for ntl. I was just saying that lack of an external email address or unwillingness to give it out is not poor CS or as you said "showing contempt to the customer" - there is no guarantee that the person will give the quickest or best response anyway. So by your logic, all our agents have contempt for everyone who calls because we don't have direct extensions or external email? Codswallop.

Originally Posted by nffc

The best way is to follow the recognised routes - if the contact centre is properly run then all the contacts should be logged on the record anyway so it shouldn't matter who you deal with.

Originally Posted by Mr Angry

I don't see why you're attempting to be argumentative over this.

Ok, you don't work for NTL, granted. Someone who does work for NTL has since confirmed by pm that every NTL employee does indeed have a personal email at which they can be reached. It would appear, therefore, that the CS operators assertion that they "didn't have one apart from the online reply on ntlworld home page under support" is somewhat wide of the mark and inaccurate. Some might see that as bad CS and others might see it as contempt.

My rationale for proposing that the OP got an email address was not necessitated by the need for either a quick or best response but rather to acquire, in a written form, proof of the misinformation he was being given by the CS operator in question with regard to his contractual obligations.



With all due respect, that's a pretty big "if" and one that tends to lead to considerable posts in the negative on these forae.

Originally Posted by orangebird

Not arguing here, but an awful lot of the time the reason personal email addresses aren't given out is to ensure that the workload coming into CS can be monitored and distributed evenly.

Originally Posted by Rob C

mrk2y, please see http://www.cableforum.co.uk/board/sh...ad.php?t=49235