NTL does anyone know an effective way to get your complaints resolved
 

I thought a nut was hard to crack, nothing compared to that great bastion of "we can do no wrong, NTL", I just tried their email complaints procedure only to be directed to their telephone number http://www.ntl.com/home/contact/complaint/holding.asp
tried writing to them too, even sent it recorded delivery *sighs* I have logged three complaints with customer services (all about the same issues) and, so far no body has bothered. I tried contacting oftel to be told they dont deal with individual complaints but just monitor the situation. Is their any external companys that are willing to help? or am I just wasting my time? thank goodness I only have four months left.
and after that I will take no chances and instruct my bank to close my direct debit with them. If a company cannot be bothered to assist a customer with a complaint then they clearly do not feel they need my custom
anyone else had any luck?
huggies Kat2

Re: NTL does anyone know an effective way to get your complaints resolved
 

Register on a site that deals with ntl complaint issues. :) Such as this one. Oops - too late, you are registered. :) We have official paths for escalation and can help get issues resolved.

Next step - Send me some details of your complaint via private message. Include a name - your ntl account number and a contact number. Thanks.

Re: NTL does anyone know an effective way to get your complaints resolved
 

I had a problem like this with Three. I looked on their website found the names of all the directors and emailed them every day with copies of my every complaint. I'm not recommending that you do this but they phoned me pretty quick and sorted out my issue in a matter of minutes

Re: NTL does anyone know an effective way to get your complaints resolved
 

But in this case there is no need as the forum staff have contacts within NTL and an escalation procedure that they can use to push complaints through to a proper resolution ;)

Re: NTL does anyone know an effective way to get your complaints resolved
 

I work in an industry that is similarly legislated. Might I say that, if you can prove that you have raised a complaint, followed it through the published complaints process and given adequate time for it to be resolved, it might be time to take it to the relevant ombudsman?

Re: NTL does anyone know an effective way to get your complaints resolved
 

kat 2
When i first joined ntl i had many many complaints in the first 2 weeks , this is what to do
you phone ntl and ask to be put through to customer concerns
i was then given a person who dealt with my complaints and there direct phone number , i went to work a few days later and when i got home in the afternoon i had an ntl manager and an engineer waiting in there car outside my home for me, Between them they got my problems sorted and while they were in my house the lady from customer concerns phoned me to see how things were going. The manager was disscusted how i had been treated with my installation , ( just one of the problems ) but they did get me sorted . At the time the manager told me he was employed by ntl just to sort out the mess they were in. But i have had good service ever since.

Re: NTL does anyone know an effective way to get your complaints resolved
 

Hi, guys,
and thankyou for your suggestions so far but, I am looking for an official way to resolve my problem. Mick thankyou for your offer but I dont part with private details to somebody I dont really know (common sense). I am supprised that a company that offers to take complaints via email then has at its last stage a phone number (sighs*Hi, Roy, sounds like a reasonable idea to me after all no one (in an official capacity) appears to acknowledge my concerns.Paul, thankyou for your suggestion too, but really I shouldnt need to pass my details to somebody that claims they can help, you could after all once you have my details do all kinds of things so no, I am looking for an official way to make my complaint heard.Gentleman, hi, part of the problem is proving things, NTL make a point of complaints over the telephone, they could delete those complaints, I did send a recorded delivery letter though. Fudge, I have just rang ntl with your idea and was told that customer concerns do not deal with the public over the telephone they only deal with complaints in writting! *lol* so, sorry guys but I still feel a company should provide a policy that is fair to all. Email complaints should just be that, I should be able to email my concerns, not to go through all the links only to end up at a box saying ring this number.
anybody out there know an official external body that would be willing to help. ofcom seem to not care.
huggies kat2

Re: NTL does anyone know an effective way to get your complaints resolved
 

kat2, I respect that you don't wish to disclose your details to the CF team, but it was you who chose to register on our site. Catch 22. We might be able to help, but it's up to you if you want to trust us. Your choice.

Yes ntl should respond to your letters, emails or whatever. They haven't. That alone might be grounds for ofcom to take up the issue. You might also get advice from your council's Trading Standards, or even Citizen's Advice.

I do suggest you take a deep breath and post in this thread something that gives detail of what you complaint is actually about. At the moment we can see ntl haven't reacted, but someone if they can see what the problem is, may be able to suggest a solution.

Re: NTL does anyone know an effective way to get your complaints resolved
 

Hi, Rob,
and thankyou for your reply. I didnt join cable forum in the knowledge that people may work or know someone. I joined because I wanted to share my experiences of being a new user (feb of this year) with others. You know some times you may ask yourself is it me? or are others treated the same way as me? thats why I joined this forum to find out if indeed (is it me) or do others get the same raw deal. Seems looking not only at this forum but others too that it isnt me and that generally others experience fustrations of one kind or another.I havent posted about what my complaint is because I wanted to keep the topic pure, that is to say if other outsiders join they can look back on this particular thread and look at the constructive answers from other members whom may also have been subject to the same issues. So, simply put, this thread is about how to get your complaint heard and resolved and what steps did you take to acheive the end result.
Yes, I could go on about my personal case but thats not going to help others? I mean I would have loved to have found a thread anywhere on the net where somebody has managed to find a legit way of cracking the NTL complaints procedure, where they get action, and what steps they took.
so far all the threads I have come across on google all moan about the terrible experience they have had and that they left NTL !
huggies kat2

Re: NTL does anyone know an effective way to get your complaints resolved
 

Yep we know that many, too many, cable customers have problems. It's why Cable Forum exists. Clearly you have a problem that you want resolved. Other than the suggestions already mad, you can also try the responsetek systme , which is a link from this forum direct to ntl, but that again can go into a black hole (personal experience I'm afraid).

Without knowing details of your complaint it's very difficult for anyone to suggest any other avenues you could try for a resolution.

Re: NTL does anyone know an effective way to get your complaints resolved
 

hi

I can see your point, but the answer to your question could be 'register with Cable Forum & accept an offer of help from the admin team via their contacts in NTL' - you won't know until you try, but it has worked for several people, up to now....

Shouldn't have to do it that way, is true, but if you want your problem sorting, it is a perfectly viable & 'legit' option & I am intrigued why you, so easily, reject it - if you just want to have a moan, please be a little more straightforward, there is no need to sugar the pill :)

Re: NTL does anyone know an effective way to get your complaints resolved
 

Hi, Homealone,
and thankyou for your comments, no there must be a way to submit a complaint and a way in which it can be resolved other than leaving, or maybe thats the only answer, sadly its appearing that way. offers of help from strangers, no, I never give out my personal details to anyone, who ever they pertain to be. It would end up being my own fault if say "i gave information away and it was used to order extra products or services or indeed any other form of misuse. Seriously ask yourself this would you give your credit card details to someone that says "hey I can sort out your banking problems just furbish me with the pin number and all your personal stuff", might sound silly but I am responsible for my account number and my security as a user of a service. Whilst I appriciate what is being offered to me, I have to also ask myself could I be setting myself up for yet more problems? the answer is I dont really know, am I willing to take the risk and end up potentially having more problems than I bargained for? no, A company should have a transparent complaints procedure where customers can say what a good company NTL are, they listened, they acted, they resolved. This thread is about trying to break the mould of saying its a bad company, its about finding a way forward to get complaints brought to a speedy conclusion. I was rather hoping posters would post to say what they did and how it brought about resolution, not about giving details to somebody in private that solves nothing to the average forum reader.
and no, this isnt a moan about NTL its about finding a way forward.
Huggies kat2

Re: NTL does anyone know an effective way to get your complaints resolved
 

you said you have written a letter recorded delivery... when was this letter sent/recived?

i am currently working in customer concern on sundays as overtime to try and reduce the backlog.
ntl will try and deal with any complaints over the phone beacuse as you can imagine its a lot quicker than you writing a letter, someone looking at it, sending a letter back, then you replieing to the letter etc etc.
hence why the written complaints department is so small and therefore there is a backlog being worked through. for example i have recieved letters that are over 2 months old.

have you tried speaking to a supervisor if the agent that has answered the call hasnt resolved the issue to your sattisfaction?
even if the team leader isnt able to help they can escalate the call further up the chain.

also i would like to mention, i dont know you ar anything about your complaint, but from personal experience if you are calm when you call and i know it can be hard when something has been going on for a long time you are much more likely to get it sorted quicker

Re: NTL does anyone know an effective way to get your complaints resolved
 

Hi, lostandconfused,
and thankyou for your reply. I have been told that my written reply once received will take 28 days to prompt a reply, so far I have not received an acknowledgement of my complaint, with regards to customer service, I am always calm, I dont beleive in shouting it doesnt solve anything I did ask if I could speak to a supervisor about my complaints and was told that somebody would ring me back, on another occasion I was told no supervisors were available, on another occasion I was told their computers were down so they couldnt pull up my details and to call back later. I think really its as many have posted not only here but across the internet.You only need do a search in google for NTL complaints and sadly that sums it up. my four months to the end of my contract is now thankfully down to three months. I will no doubt at some stage post here on cable forums for advice about disconnections because I have heard horror storys in this respect too. Its sad really, that a concept such as cable to the home should have such a poor quality of customer care. Whos to say that my complaints are not deleted? seems strange to me why I have to go over them each time anyway, I have learnt my lesson no doubt like so many (it appears) but I was rather hoping that this thread may have brought about a positive way forwards but sadly it appears not to be the case.
thankyou for posting but sadly the thread message sums it up, "no body seems to know an effective way", and judging by your post in which you say customer concerns are only small but have a backlog of two months says how much they place on customer satisfaction.

Re: NTL does anyone know an effective way to get your complaints resolved
 

One way to get a speedy and effective result is to send your complaint via recorded delivery direct to the company secretary at his home address. His details are readily available from Companies House for little more than the cost of calls to CS.

As you say - lostandconfused's insightful post gives a clear indication of the importance NTL attach to their customer care. You would almost think that customer dissatisfaction with NTL was a new phenomenon.

Re: NTL does anyone know an effective way to get your complaints resolved
 

i think i may not have been as clear as i should have been in earlier posts.
ntl written complaints department is small, agreed and there is a backlog.

the reason for this is first time resolution to a complaint over the phone is much quicker easier and cheaper, which is the reason ntl employ over a 1000 people in 3 call centers and not in the written complaints department.

sending a written complaint should be the last resort when all other methods have failed,

kat you said that you have been promised a call back but this has nt happened. have you taken the name of the agent and the name of the team leader that was calling you back? have you chased this up?

also you said you called and were told the systems were down. unfortunatly that is correct there have been a few problems with both ICMS and SABS recently (not sure about sms as i dont use it) unfortunatly these things happen and it is completly out of the control of CS. the only thing you and everyone else can do is be patient and accept the apologies of CS in that case

Re: NTL does anyone know an effective way to get your complaints resolved
 

Hi, lostandconfused
Yes, I have several names and when I do quote a persons name all I get is, that they dont know this person, I have spoken to a lady called elizabeth, an american, I feel I can put their first names because that does not identify them after all their are probably several elizabeths, I have spoken to a guy by the name of Riccardo, I was told I would receive a call of a Paul Mc ****
ft. spoken to a lady by the name of Cath, spoken to Kylie, I am under the impression that because we are asked for our telephone numbers before we start to make enquirys that its a regional thing and, perhaps my area isnt too good at customer care/concerns/complaints?, funny when you speak to these people that you have to start over again and that when you mention somebodys name they dont know who it is. Anyway, I am drifting off topic here and dont really want to do that, I wished to find a way to make an effective complaint and bring about a resolution, *sighs* kat:disturbd:

---------- Post added at 14:55 ---------- Previous post was at 14:37 ----------

Hi, Mr Angry,
Thankyou for your advice, I have looked over the website and found the address's I already know, but not individuals. I think now, looking at the responses here and indeed across the internet I should have been more carefull before taking up a twelve month direct debit contract. I didnt for see problems with a cable installation anyway like I have posted before I only have three months left then I will be looking on the web for an effective way to terminate my contract with them in such a way that I dont end up blacklisted (because I have heard its nearly impossible to terminate too) I will most probably by the end of the three months see if a solicitor is willing to write me a letter of termination and let them deal with ntl, as, to be honest I dont trust the incompitances in this regard too. Seems they dont want to address customer concerns.
Huggies kat and thanku for your suggestion:disturbd:

Re: NTL does anyone know an effective way to get your complaints resolved
 

I appreciate your concern but - just to note I have been passing details from hundreds of customers back and forth for the last 4 years. We have a 'trusted' reputation with ntl, to deal with such details from customers and once your issue is finally resolved - all details are destroyed.

I have to say though - You want recognition from ntl with your complaint - our path into ntl is official. I kinda feel with you coming out with comments such as 'we could do all kinds of things' a throw back in our face, with our offer to help you.

Re: NTL does anyone know an effective way to get your complaints resolved
 

Hi, Mick, and thankyou for your reply
I appriciate what you are trying to do and thats really nice but, anyone coming along and reading this thread hoping to find a way to have their complaints resolved through NTL official chanels will not be able to find a way. I was hoping that somebody may have had some experience of getting their complaint heard and resolved and how they went about doing this? I dont see a link on NTLs website suggesting we contact members on cable forum to seek answers so, yes. I wouldnt expect you to pass your credit card details over to me just because I say I work for "barclays bank" and can sort out your problems simply because NTL do not endorse you. I am not saying that for those willing to take the risk that you may indeed offer a solution but, its not an official one or otherwise their would be a link from NTL to here. Its also nice that you care about NTL customers, and that goes along way, its a pity that NTL cant resolve customer concerns in the same way in which you say you can. Yes, its about trust, today we cannot afford to be silly with our personal identity anyone that is courts problems. I genuinly hoped to find somebody somewhere thats registered a complaint and had it resolved and by what means they took to get it resolved thats why my post is open so that others flying by on google will say, thank god theirs somebody thats actually provided a resolution instead of moaning about how bad NTL is. thats what I wanted to acheive an effective way to get your complaint heard and delat with. I sadly realise now, that it appears of the face of it that NTL doesnt want my custom, or maybe they will wait until my contract time gets near? who knows, but, I know, I have learnt, sadly the hard way. I should have researched NTL more on the internet but didnt so more fool me really. I am the looser, and I am not proud to admit it. NTL will collect my money and prey on others, until perhaps one day somebody some where in an official capacity will say "stop this is wrong, we owe our customers", I cant see that happening *sighs*

Re: NTL does anyone know an effective way to get your complaints resolved
 

I still can't decide whether you have misunderstood the ethos of this site, or you are extracting urea, please can you re-iterate how you expect any different answer to your query, other than the ones already given. Sorry,again if I have 'the wrong end of the stick', but if you will only deal in vague terms, how can you expect anyone to answer with specifics??

- imo the answer to your question is to accept the help offered, I still wait to hear why you haven't tried that??? :confused:

Re: NTL does anyone know an effective way to get your complaints resolved
 

well, i must say, you do type a lot without actually saying anything, and your text formatting is really hard to read, but that not withstanding, sure i can understand your wish to remain near anonymous.

the thing is, after 9 months of your problem, have you ever actually outlined your basic problem to anyone?.

is it tv related, faulty STB related, stb modem related, stand alone modem related, accounts related, installation related, phone line related, sales man related, T&C related, data protection related, what ever i havent typed here related, what is it?.

given your generic topic of 'NTL does anyone know an effective way to get your complaints resolved' and you appear to have put up with your unstated problem for so long and are now personally resolved to non renewal of your valid? contract, then you might as well spend your money on legal council as you state above,and have them deal with your unstated problem/complaint, as that could indeed be 'an effective way', perhaps.

id normally also also point you to one of the consumer websites to see how they might have solved their stated problems, but in your case it seems your wish for near total Anonymity
lol http://en.wikipedia.org/wiki/Anonymity"
Anonymity is derived from the Greek word ανωνυμία, meaning without a name or name-less, and more originally meaning without law. In colloquial use, the term typically refers to a person, and often means that the personal identity, or personally identifiable information of that person is not known." and your refusal so far to state your basic problem could be a problem in resolveing your unstated complaint.

infact your posts to date are so generic, its seems possible that your a new eliza thats been setup to post on this messageboard and are collecting data for other uses, 8) , what you think Mr.A ?,shes a data collector for "barclays bank" and family!.

Re: NTL does anyone know an effective way to get your complaints resolved
 

hi kat.
you said in your post you have spoken to many people, but i ask again, have you requested to speak to a TL? if so did you speak to one? if not did you take the name of the TL that was calling? and did you chase this up?

you are asking for an effective way to get a complaint resolved.. well there are many ways. customer services is the first and biggest. if they cant deal with it then it goes up to a team leader. if they cant deal with it, it can be escalated to the call center manager (but dont expect to be put straight through to the top of the chain as thats not how it works)

if you dont like that option you can take number 2. customer concern, this is by all means the slowest way as you have to write a letter, wait for it to be recieved and for your time in the backlog to come and have it sorted that way.

third option.... here. cable forum have contacts and there are members of staff on here that have on many occasions offered help... what damage would giving your account number over and getting someone from ntl to call you do? if you dont believe they are genuine, what damage is you hading over your account number going to do? they couldnt change anything on your account because of the data protection and as no one on here would even know your adress let alone a password, a method of payment package details etc etc so if they did have ill intent it wouldnt even get passed about 1 minute in a call to ntl:

you say you want other members to be able to see an effective way of getting their complaint dealt with. well i would say if they have a complaint they can post details of it (preferably with at least a hint of what the problem is) so one of the many posters on here can offer some help.

in my opinion i believe you dont actually want your complaint dealt with, that way six months down the line you can say, big bad nasty ntl have refused to deal with my complaint for all this time, granted you shouldnt have to chase these things up and you should have a first time resolution every time, but you need to get real if you really think this is practical. ntl is a big company and have many customers, problems WILL occur.

similarly customer service agents, and even team leaders deal with hundreds of calls a day 5 days a week so things sometimes get forgotton or lost. as you have offered not even a bit of detail what the complaint is, you could still be anonomous i cant comment on why it may have taken so long.

i feel this thread is completly pointless as you have put everyone else in a position whereby no-one can help you, the thread will offer no advice to other customers. how do they relate their problem to you when we dont know what the problem is?

Re: NTL does anyone know an effective way to get your complaints resolved
 

hi Kat2 - I've got to say that yes, there are a lot of people frustrated with their service with ntl, but you've got to use all the resources at your disposal to find the result you want. Talking about your experiences on here - you are bound to find someone who has been in the same situation, or know what to do... I cannot recommend highly enough involving the moderators on this site - they really do get responses quickly from ntl staff. All they need is your account number, not your password (I'm assuming, being so security concious that you have a password on your account) and some details of the problem... I know it's not fair, but while you are passing your complaint on you could mention the problems you also have with their complaints procedures (or lack of them!)

C'mon - give us and the cable forum team a chance! :angel:

---------- Post added at 05:25 ---------- Previous post was at 04:59 ----------

okay, now I'm confused. why tell people in one thread that you basically don't want to talk about it... and then in another thread - http://www.cableforum.co.uk/board/sh...t=22954&page=8 :confused:

Re: NTL does anyone know an effective way to get your complaints resolved
 

I am not sure any of you fully understand? all companies have a complaints procedure, plainly set out, they also provide a number of ways to resolve your complaint. with regards to NTL, I have written to them about my complaint and indeed posted somewhere else on this forum. Seems to me that you all wish to attack me for not parting with personal information, makes me wonder if their could even be a crime syndicate working here? after all why do you keep going on about giving my personal details in a private message? I work for barclays bank and would never dream of asking anyone for their private identifiyable information, fistly as an employee I would land myself up in very serious trouble indeed (even the risk of prosecution) so asking for private information such as account details and telephone numbers no, sorry, and if you cannot see that then I dont know which planet you live on? have you not heard about the massive problems with identity theft?. I am not advocating that members here would resort to such measures but one cannot be too carefull. I never take help offered by somebody whom claims to have contacts. My thread is looking for a proper way to resolve a complaint. It goes like this, you firstly log your complaint in the official way, then if your complaint is not resolved by a specific time you can do the following options, you can write to option A, option B, all official bodies whom are accredited in law to deal with taking up complaints external to a company, take for example if you had a housing problem (tenant) and you follow your complaint to company level and get no joy, you can then take it external to another official link, say for example the housing ombudsman, or even the housing corp. (thats after you have exhausted local levels). I have posted about my problems else where and really didnt want this thread to be about me, and I keep saying this guys, this is about an effective way detached from me so that others can say, ah, thats interesting I will give that a try. wouldnt that be nice. I didnt want to involve solicitors simply because of the cost implications but, rather that once my twelve months expires, I would much sooner cut my losses than suffer further problems and to that end I would employ a solicitor, I have excellent character and dont wish to be blacklisted so, to me at the end of the twelve months it will be well worth employing a solicitor not to raise the terrible poor service I have received or indeed the way I have been treated but simply put I value dearly my credit rating and woulndt like ntl to try to discredit me when my twelve months is over. If your not sure what I am talking about key into google leaving NTL?
seems sadly this is a nightmare situation to be in stuck in a contract and paying for a service where the company couldnt care less.
I do thank you all for your coments and suggestions I know you all mean well. Yes, I could go on about my own personal greavance with ntl but thats not going to resolve it for others that may pick this thread up on the internet.
I am sorry you choose to attack me in such a way, I am the one posting here about my experiences, and I repeat again, I didnt come here for others to take private messages about my case, but to have an open debate about the best way forwards to resolve what seems to be a growing insumountable issue, not just for me but juding by the internet lots of people.
Huggies kat2:erm:

Re: NTL does anyone know an effective way to get your complaints resolved
 

Kat2: we have a very effective method of resolving matters with ntl which has never let us down. You are not obliged to accept our offer of help but if you want a gauranteed way of having ntl look in to this, send me or one of the team the details requested.

If you feel there might be a crime involved, feel free to contact the police and we will freely assist them in any enquiries.

Re: NTL does anyone know an effective way to get your complaints resolved
 

from re reading the other thread, at least i have some idea what the problem is.
you need to call Customer services. 0845 454 0000 (or use saynoto0870.com)

when you call use option number 5 that will take you through to the correct department.

ask then to fill in a complaints tracker, you will probably be asked details of the complaint again. you will get a referance number, make sure you write it down.

wait 48 hours as this is the turn around time for this sort of complaint, if you havent heard anything by this time, (which normally you will)tell customer services nothing seems to be being done, if they just say it is being dealt with ask for a head of department escalation form to be submitted.

after this i guarentee you will be contacted with a date that it will be resolved within 24 hours?

id say that was pretty effective

Re: NTL does anyone know an effective way to get your complaints resolved
 

Lostandconfused, I think I replied to your posting earlier on, I have logged my complaint three times yes, via the customer services department, yes, I have spoken to the technical department about my repair, yes, I have requested to speak to a supervisor on more than one occasion, yes, I have asked why my complaints have not been resolved, yes, I have written to the complaints department with the address supplied to me by ofcom, whom said they cannot get involved but monitor the situation, yes, the letter went recorded delivery, yes I am sure of the address to which the letter was sent due to ofcom giving me the details. I did try to ring and speak to customer concerns, which I have mentioned in my last thead only to be told they dont deal with complaints over the telephone but I have written to them in any case. I wish to make it clear I am not stupid, I have looked around not only here but the internet to try and find an effective way to make a complaint and that the complaint will be dealt with in reasonable time and resolved. I am not looking for anyone on here to have a word in sombodys ear and get something done, in my book that not how you follow an official complaints procedure. who is to say that if I did take it the un official way that it wouldnt happen again? I mean complaints delt with in an official capacity are supposed to be recorded and stored whilst on the other hand complaints through the back door.
Huggies kat2

Re: NTL does anyone know an effective way to get your complaints resolved
 

It's up to you - if want it sorted out, get in touch. If you'd rather take a chance and use a method which as you've seen is flawed, go for that.

Re: NTL does anyone know an effective way to get your complaints resolved
 

I have worked in a complaints department of a major financial institution for a long time now and I see here what I see every day, and that is an ownership issue. In order for your problem to be solved, you have to want to put that problem in the hands of others. There are people on this site who are NTL staff and they are sanctioned by NTL to sort complaints which are raised on here. As such, they will go through a formally recognised complaints procedure and will be trackable by the relevent ombudsman if it comes to that, however you need to hand the complaint over.

In short, You can lead a horse to water but you cant make it drink.

Please allow someone to help you, even if it is just for them to give you offical contact details

Re: NTL does anyone know an effective way to get your complaints resolved
 

have you recieved a refernace number when you logged your complaint? if not it means the complaints tracker - which goes directly to the installations manager - hasnt been raised.

Re: NTL does anyone know an effective way to get your complaints resolved
 

One double barrel word: over-protective.

The guys on cable forum have reliable and legitimate contacts within NTL, give them a try or put up with the 'official' way of doing things which causes more stress and money.

Re: NTL does anyone know an effective way to get your complaints resolved
 

kat2 - As I said before I am not sure if you fully understand the ethos of this site. It is not 'members' asking for personal details, but the site administrators, purely for the purpose of passing to NTL - who need the details in order to deal with your problem. These details are erased by the admin team, once the problem is resolved.

The reason people seem to be 'having a go' is that people keep telling you that the answer to your problem is to accept the help offered, to which your response is to accuse the site of harbouring a 'crime syndicate' - hardly a friendly response.

This site wouldn't exist if NTL were perfect, but the relationship has been built up to be much more constructive than somewhere to moan. The use of that relationship to help resolve problems is officially sanctioned, not a 'back door', as you imply, and frankly, if I was one of the admin team who had put in the hard work to achieve this situation, I would feel very insulted by such an implication.

Re: NTL does anyone know an effective way to get your complaints resolved
 

I am starting to get the feeling that someone does not want this sorted and wants it going as long as possible.

To the site admins who i know and trust completly and have sorted lots of problems for other memebrs on this site, i think you are :banghead:

Give up now why you still have hair left :)

Re: NTL does anyone know an effective way to get your complaints resolved
 

Er I think most of us have lost our hair already.

* Looks towards Russ :angel:

Re: NTL does anyone know an effective way to get your complaints resolved
 

*awe* poor Rob, you havent have you love?
well somebody did offer usefull advice and it worked, well, lets say in some respects it over worked, no my issue is not resolved but, *lol* I have to say I fell over with belly ache laughing. I sent an email to all those I could find who are in a senior position. I had three replys and four telephone calls, 1 regional engineer called out. Needless to say, I have an invertation to lunch with simon duffy *g* But the person that actually really helped me was a director whom resides in wales. She very kindly gave me all the telephone numbers of people higher up than herself including her own and said I should call her I have and it turned out that they are all together this afternoon in a meeting supprising to me is that her secretary said to me that if she cannot reach me this afternoon she will call me from home tommorrow! Things that were abit of a mess was the fact that an engineer turned up here and I didnt know he was coming we managed to bump into each other he suggested that the cables could be re tacked up, I said no forget it if thats what you propose. He then said that he could run a new cable from my own connection to a new point on my building but it would take a full day and, it could be a month or more before it could be done. So for anyone reading this thread, the way to get your complaint resolved (sadly) seems to be firstly follow the companys complaints procedure to the letter try both phone and sending a letter recorded delivery in writting the complaints address is on the back of the bill then if and only if all else fails email the directors. My email was short and I think this may be why the replys I had received had a telephone number attached to them.
I appriciate what you guys were trying to do for me honestly and through posting up in this forum I beleive I found my answers. I would like to thank everyone for their input and will keep you posted in a seperate thread as and when or indeed if they eventually turn up and instigate the repair.
Huggies kat2;)

---------- Post added at 16:11 ---------- Previous post was at 15:57 ----------

Unlimted *grins*
I have long blonde hair all the way down my back so, I dont think I will be loosing it any time soon *smirk* Lostandconfused, yes, I am aware of the customer services number you quote, and yes, when I rang technical services I was indeed given a seven digit job number. which when contacting either customer services or technical support I have always used that number needless to say at the time it did not help one bit, I was told that the work had been done, then, it turned out that yes, the work had been done but they missed off the temporary connection bit. I am quiet capable of following a complaints procedure I also do try and make reference points such as the person I am talking to the time of the day and date too. I also ask for other information if available which would help my case. take today for example, the engineer whom called un officially, I managed to get his full name and mobile phone number.
huggies kat2:dunce:

Re: NTL does anyone know an effective way to get your complaints resolved
 

Glad you are getting it sorted.

I would just like to add that I know that anytime you do PM a mod/admin with your personal details they are only kept until they know the issue has been resolved. They have a dedicated way of contacting ntl which has done in the past and will continue to get results. So if you are offered help on this site you can feel confident giving your details over to the guys who do all this in their own time. Just my tuppence worth. :shrug:

Re: NTL does anyone know an effective way to get your complaints resolved
 

Hi, Fingy,
No, I prefer to do things the official way and not part with personal details to anyone other than ntl itself. if the company feels it does not wish to deal with my complaint then, i have to take that off face value.
huggies kat2
ps I have posted an update in a different thread.

Re: NTL does anyone know an effective way to get your complaints resolved
 

I have seen your opinion several times and thats fine... I'm just posting what I know to be true for others should they be wondering about it.

Re: NTL does anyone know an effective way to get your complaints resolved
 

kat2, would you mind formatting your posts better by pressing the enter key 2 times after a full stop please, makes the post far less messy.

Re: NTL does anyone know an effective way to get your complaints resolved
 

Hi, popper, in short no, everyone else seems to be replying to my posts so, things must be fine. go pick on somebody else. This thread is about how to complain effectively. I am not sure where the oxford dick- tionary thread is.
do a search on google.Otherwise please post about the topic of the thread, shoud you wish to start a new thread on english literature, please go ahead.
huggies KAt2

Re: NTL does anyone know an effective way to get your complaints resolved
 

:confused: let me get this straight then you register here, then you refuse all help from a site that is trusted with dedicated contacts within NTL for an offer of assistance as you refuse to part with personal details only visible to the mods.

Yet on the other foot you are proposing to accept a dinner date from a guy you don't know from adam pretending to be Simon Duffy as I am sure he offers all his customers with a gripe dinner dates or perhaps only those with blonde hair down to their waste followed up by a solution from an engineer you don't know from adam who appeared in your garden and several calls from anyone who could be saying they are high up within the company.

Come on pull the other one and mind your head on the bridge as well.

:D

Re: NTL does anyone know an effective way to get your complaints resolved
 

I suggest you be a little more polite to our other members - you are not a moderator of this site - and FYI, whatever you may think - your posts are very hard work to read, esp the longer ones.

Re: NTL does anyone know an effective way to get your complaints resolved
 

Hi, carlingman and thankyou for your posting.
do a search on simon duffy, I didnt say I accepted simons offer and he clearly thought I was somebody he knew. The mods have no personal details of me. I emailed all the directors off links and followed through on a double check across the internet. With regards to my emails sent to these people, I dont know if you have ever receive an email off them but their emails are destinct I am not saying how. I was even given telephone numbers so, I could work a two way varification which we did. I personally think it lovely the way that people in senior positions were so understanding. My emails to these people did not give any account information just my contact details it was only when telephone communication did account information flow. with regards to the engineer beleive it or not the lady I had spoken too spoke directly to him on his mobile at the time! he had an identity card and also information on a clip board too. He read off the information on the clip board about the first installation and where it went too and followed the cable around to the north wing of the building. he also pulled up on his mobile the fact that two engineers had also called around trying to sort things out, so, not sure why you feel I shouldnt trust him. I dont see what contact people have on this forum, I havent asked anyone to reveal anything to say that they are here in an official capacity by ntl or endorsed by them. I joined this forum to learn about the best way of trying to resolve difficult issues, (difficult to me anyway) and also wondered if it was just me, turns out joining the forum helped from the point of view that one member suggested to email directors, which I took that information once i had followed through on all the other ways, such as telephoning customer support, telephoning technical services, asking to speak to supervisors all of which did no good, sadly, but, I felt I had to go this route to validate me sending emails to top people after all thats the first thing they will ask!
so no my level of trust has not changed.
huggies kat2 and thankyou for your post

---------- Post added at 01:08 ---------- Previous post was at 01:02 ----------

Paul, no I am not a moderator, but then I dont see any rulings here about spoken english or formatting for that matter. I have noted throughout this site several bad postings but no body seems to mind, perhaps you have a thing about a female being on this site? after all before you critize my diction then do a blanket sweep across the board which incidentally I did. I appricate some of you men may have it in for me, and that comes across very clearly after all I dont see you correcting any of the male posters here.
thankyou for your reply
huggies kat2
you apply a policy to all not to just one individual, that in my books is discrimination. and unless their are clear guidlines with regards to perfect english spelling correct punctuation and full stops in the right place then I will continue to post much the same way as others do. I suggest you chat with the other moderators before making such a rude comment to me.

Re: NTL does anyone know an effective way to get your complaints resolved
 

No, we don't actually have rules about formatting since most people don't actually need rules to tell them that 15 lines of text with no spaces or formatting is very hard to read, and as for picking on you for being female - sorry, that's just lame, try again.

I haven't corrected you, I've informed you of how poor your posts look, and how hard they are to read, the fact that you can find other posts as bad if you look hard enough is completely irrelevant, it doesn't make yours any better.

You have not been "picked on" - you got a reply from me because of your insulting reply to another member who asked you to format your posts a bit better (and yes, we do have rules about that).

Re talking to the other moderators (I'm an Admin btw) - your behavior has been under constant discussion all day, you have managed to draw the attention of the entire team with your posts - and no, that's not a good thing.

Since none of this is relevant to the topic in question then consider this post the end of any discussion on posting style or any of the other matters not relevant to the thread. If you wash to discuss them further then we have a very nice Private Message system you can use.

Any further off topic posts are liable to be removed.

Re: NTL does anyone know an effective way to get your complaints resolved
 

Its amazing how fast someones green blob turns red :D

Re: NTL does anyone know an effective way to get your complaints resolved
 

I can see where kat is going with this and she is doing it the correct way.
Lots have used this board to get disputes and complaints resolved and I laud the board for being able to do that, but this isn't the way it should 'have' to be done. What about those that have no access to the internet but just the other two services, or perhaps have never heard of this forum. They need a way to be able to make and get resolved a dispute or complaint.
Your statement above Russ is almost saying 'use us and get is solved or don't use us and don't get is solved'. There shouldn't be a need to use your services, good and succesfull though they are.
By getting a resolution via the 'correct' channels should ensure that no other customer has the same problem.
If it a case of please help me, all I want is my service up and running, then going through the assistance offered by the good guys of this forum is the way to go, but it could happen to someone else.

Always remember kat that a contract is two way, and if ntl are not abiding by their side by not providing the service they agreed to supply then the contract can be terminated without penalty.

Re: NTL does anyone know an effective way to get your complaints resolved
 

People are free to get matters solved any way they see fit but personally I cannot see the point of sticking with a principle if it doesn't appear it's going to work, even if it's the conventional way of doing things.

ntl (whether justified or not) seem to have a reputation for questionable CS. I doubt that one customer sticking by their principles will change that. ntl IMO have never been the sort of company to be ruled by 'people power' (certainly not when I worked for them) so even having lots of customers sticking by the 'rules' of complaining is unlikely to have an effect.

If I had a fault or complaint regarding ntl then I would much rather use a tried and tested method of resolution than one which has proven to be flawed.

Re: NTL does anyone know an effective way to get your complaints resolved
 

Agreed, it shouldn't be necessary to use this board to get ntl to address complaints. It is however a tried and tested route, sanctioned at executive level within ntl.

We don't force anyone to register on this forum. When they do and assistance is sought and offered (we do try to look at the merits of each complaint before using our escalation path, simply to ensure it is not going to get abused with spurious stuff), we're surprised that people that volunatrily registered with us are reluctant to take us up. Bear in mind that simply by registering and posting we already have a large amount of information on a member.

Still we can understand if someone is uwilling to provide the details we need to be able to escalate. That is their choice.

Yes there shoiuld be reliable ways that all customers can use to get ntl to address matters. With persistence, as Kat2 found you might get a response from some in ntl, but her route to resolution was in fact equally as unorthadox and still relied on internet use, and detective work to find the contact emails she needed.

Re: NTL does anyone know an effective way to get your complaints resolved
 

I quite agree with all you say, but it shouldn't 'have' to be that way.
I am with Telewest myself and have never had any of the problems that are posted here, but if I were, and wanted my service back as quickly as possible, then I would come through here.

Re: NTL does anyone know an effective way to get your complaints resolved
 

At the moment our escalation path is only for the ntl franchise areas, unfortunately ntl:telewest have yet to fully integrate. We're working on the being able to help TW area customers better.

Re: NTL does anyone know an effective way to get your complaints resolved
 

Yes, so it's "coming soon"....

Re: NTL does anyone know an effective way to get your complaints resolved
 

We have always had an official TW contact even before the merger.

Re: NTL does anyone know an effective way to get your complaints resolved
 

completly off topic and any mods feel free to delete but i couldnt find a relevant thread..

what are those little green blobs under your name for?

Re: NTL does anyone know an effective way to get your complaints resolved
 

:LOL:

I have just had a flyer from Sky for there broadband that says coming soon

:D

Re: NTL does anyone know an effective way to get your complaints resolved
 

Do a forum search for 'reputation' ;)

Re: NTL does anyone know an effective way to get your complaints resolved
 

And i hope you have a few days to read it all :LOL:

Re: NTL does anyone know an effective way to get your complaints resolved
 

*cries* :bigcry: I want another greenie! My one little greenie is all lonely!

Re: NTL does anyone know an effective way to get your complaints resolved
 

indeed you make some very good points, the question is, how do you (the end user)define 'the correct way'.

as already pointed out, kat2's stated way ended up being a modifyed version of what the guys here do, in that the problem was forceably placed in to the hands of the top managment/SH/etc , hardly a thing your everage end user does currently ,but it might be effective and hence correct, even though it cant be said that this type of problem will not happen again, it most likely will happen to someone, infact the majority, so again theres no garantee.

the fact that you mention the 'contract' , and how you can leave without penalty , but again, that does not make matters any better (not least,as it seems ntl dont agree) for the remaining end users as NTL:TW have learned nothing, and you are no longer their concern as an ex-user.

however as Mr. A ,i'm sure, will tell you , the same contract can be a very effective tool once the people writing it come to realise that an end user can also use it to their advantage if NTL:tw want to make life hard and force the users to learn the law as the banks are now doing to vast amounts of their customer base.

for instance , it appears that the T&C's need to include the right for the vender to forward your personal data to the non uk call centers so they (india,etc)can process your ntl:tw computer files while your diverted to them, i wont say why (perhaps later) 8) but that could be a massive problem if almost everyone did it.

at the end of the day we the average user,just want fair and reasonable things sorted in as quick and effeciant as possible, if, now that the banks have opened our eyes to things, and forced us to act within the law , we may decide to make a fuss and tell all our friends so we can give NTL:tw something to think about?, think about it, theres enough complaints or ntlhell would never have been born.

Re: NTL does anyone know an effective way to get your complaints resolved
 

Hi and help,

I have also posted on the 'NTL complaints' thread but not sure if its still running. But from reading through seems that plenty of NTL customers and ex customers have had problems with closing NTL accounts ie you close it and one year later you get a debt collection notice at your new address because the account hasn't been closed properly and NTL have still been billing you at the old address. This is what has happened to me this week.

It is comforting to know that I am not alone but after trying endlessly to try to get to the bottom of this with customer services I have no idea what else to do. I have been up early today to write a letter of complaint to NTL House in Hook. But I'm not sure if this is going to help me. I have a week to sort this out before I get the court order from the debt collection agency on behalf of NTL.

lesson learned: never trust NTL customer services when they say they have closed your account

Re: NTL does anyone know an effective way to get your complaints resolved
 

customer services dont close accounts, its retentions, id sugest calling them explaining that you wanted your account closed on X but it hasnt been, they should be able to backdate the charges and close the account for you

0800 052 9403

Re: NTL does anyone know an effective way to get your complaints resolved
 

Hi Lostandconfused 'n' all

well after a day of stress and not being able to sleep, I finally managed to speak to someone at NTL customer services with some initiative. There is a God! Finally (after a tiny bit of being firm), the guy I spoke to sorted the problem out with his superior and they should be crediting my account as we speak. Thanks to Lostandconfused (I think) for advice on trying to keep calm whilst speaking to NTL advisors. Ta.

The only thing I have to do now is hope that they do what they said they would do and credit my account before the bailiffs are sent round my flat. Fingers Crossed.

J

ps I asked for a letter from NTL to explain that this was their mistake in case my credit rating is affected by this and they said it would be ok because this is reversed when they credit my account. Is this true? or am I expecting the banks to refuse me a loan sometime soon?

Re: NTL does anyone know an effective way to get your complaints resolved
 

:welcome: to the forum.

I just need to say one thing (and this applies to everyone).

If you have a specific problem that you would like us or the members to help with, please create your own thread in the relevant forum (click http://www.cableforum.co.uk/board/index.php , then the relevant forum and finally "New Thread".

If we have many people posting about their problems in the same thread, then it becomes almost impossible to keep track of who is answering who. If this happens, you are less likely to get help.

Re: NTL does anyone know an effective way to get your complaints resolved
 

it shouldnt affect your credit rating, but i would get in touch with the collection agency to make sure they are aware that it was a mistake so they shouldnt be taking any more action.

you can also check your credit rating online, i think you can do it free as part of a trail too, not sure of the adress but you should find it on google