Moving House - Advice ?
 

I'm planning to move house in mid Feb and not sure what the best process to follow with regards getting my NTL service shifted.

Is it better to cancel my current account and start a new one or can they shift the account to the new address ? Would I be taking my STB with me or do they do a new install ? The new place already has NTL with the current owner but they don't have the samsung box.

Also if relevant I'd like to get the PVR but not sure if it will be available in Waltham Forrest by then. Does this make a difference to how to do the move ? i.e. installation fees etc.

Ideally I guess I would go for the option which results in the least "down time" as I use the internet quite a bit.

Any advice ? What sort of notice do I have to give them? We haven't finalised a move date yet.

Re: Moving House - Advice ?
 

I moved house last April and had no problem with a re-install. As soon as I had my move date I contacted NTL to organise the transfer. I took my STB with me and as the new address already had NTL installed (although I didn't realise this until the engineer turned up) the switch over was done in less than half an hour. As soon as you know the date you are moving I would contact NTL and let them know. Having looked at other posts with regards to moving house it would seem that some guys have had problems. Maybe I just got lucky but I couldn't fault the service. No fee for moving either. My TV was up and running immediately and internet within an hour. Can't advise you on the PVR aspect however, as I do not have this. Hope this helps.

Re: Moving House - Advice ?
 

Its a very hit & miss affair!

When I was working for NTL last year I moved house, went through all the correct channels hoping, I thought, it would all go smoothly. I didn't!

I was left without services for 10 days, when they were finally restored everything was wrong, wrong package on the STB, wrong service level on BB etc...

You may be lucky, I hope so *fingers crossed*

Re: Moving House - Advice ?
 

I've had a nightmare of a home move recently - I must have spent a few hours on hold to customer services listening to that looped music and the patronising voice over.

I read the Customer Charter on the webpage and wrote an official letter of complaint - I even highlighted that they promise to acknowledge the complaint within 48 hours - it was a month before anyone got back to me...

For your amusement - here is my original letter reproduced:

Following on from the lack of response to this letter, I ended up calling Customer Services AGAIN to try and complain. This time the operator I spoke to said that he sympathised with me but couldn't do anything - suggesting that I call the "Retentions" department and ask for a discount. Could he pass me through? No - because they go home at 5pm!!

So the next day I called Retentions and the operator attempted to put me on a cheaper package but found that my Broadband package was messed up on the system (presumably because the previous guy added me at their end rather than me going through the registration process??)

He said he would fix it for me if I gave him my MAC address. As I wasn't at home I couldn't do this, but he said if I called back he would leave a note on the account to say that they should add my MAC address and put me on a cheaper deal, assuring me that this would be straight forward.

So the NEXT day I called back with my MAC address, expecting a quick and easy call - but instead I got another confused sounding operator who said she couldn't help and that this wasn't something they could do in Retentions (despite the fact the last guy in Retentions was about to do it for me..) I had to talk to the Movers department! Aha! This was where all my trouble started!

So I talk to someone in the Movers Dept and they become the latest "confused sounding NTL operator" - this time they inform me that my broadband account is still showing as being through the STB..and that they have to set me up a brand new account for the Cable Modem. Obviously this took AGES and then they tried to generate me a new PIN - which didn't come through, and they told me to ring back the next day for the PIN.

The NEXT day (sound familiar?) I rang back for the PIN and encountered MORE confusion - although after explaining the whole thing again for the umpteenth time they did apparently put me on the cheaper deal and give me a new PIN.

At this point my Broadband worked fine for a month and then I got a call from a Sue Roberts in Customer Relations in reply to my original letter. She had investigated my case and despite ALL the above, they had still not managed to set up my Broadband account properly, and in fact I was getting free Broadband because the billing wasn't set up. She "generously" offered to write off the months worth of free service I'd had and said the new billing would start from the day after.

I've now had 2 Direct Debits taken from my account for Broadband (for different amounts) but I've not seen a single bill (see my other thread in the Billing & Payments section) - which is pretty poor as I'm still not sure what deal I'm on

I work in the IT Services industry and I can't believe what goes on and how a simple house move can be so badly handled - If I performed to that standard I'd be sacked immediately.

My advice to anyone moving house who has a STB broadband connection is - read the above very carefully - they WILL make you move to a Cable Modem and it WILL be a nightmare as they clearly don't have a clue what's going on since all the mergers took place

Re: Moving House - Advice ?
 

Slightly different story still a cock up mind you I not so long ago moved didn't trust the online move fiasco so rung them instead unfortunately the install date was 2 weeks after i moved but to be fair it was a bit short notice. I moved in 2 weeks came no install no record of it whatsoever 2 hour phone call to sort that out 1 week later installed up and running, 1 week later disconnected because i was moving, (apparently) 3 hours on a neighbours phone to sort that one out. Next day was reconnected but my internet was put on 2 mb instaed of 10 1 hour phone call to sort that out. 2 weeks later bill arrived and when they picked me off the floor the bill was for £320.00 rang them straight away and was politely informed because i moved it was classed as new services so i was billed in arrears so i had one month to pay one month in advance, and to top it all they charged me for having the internet reconnected, twice 1 month and 1 in arrears, then they charged me for going up to 10 mb despite thats what i was always on. I was gonna tell them to shove it when i realised it was on DD and they had already had the money from my account. Direct debit was cancelled i will never let them anywhere near my account ever again, complaints were made letters were written nothing was ever resolved so if any one is moving check and check again and get written confirmation of what it will cost in blood if need be, just never trust NTL oh and the £320.00 pound included late penalty fees for there cock ups and a bill for reconection. IMBECILES

Re: Moving House - Advice ?
 

Cancel NTL and move to Sky (I'm very close to the end of my teather with NTL)

Re: Moving House - Advice ?
 

Moving next week & have cancelled ntl....although I'm expecting it to be a protracted & painful process. Even the prospect of arranging a new connection with BT bothers me far less than the idea of ntl actually stopping my services on the right day & billing me correctly.

The bizarre thing was, I momentarily considered staying with them, as I thought moving my services would be easier than getting them out of my life forever.

There may be trouble ahead....:banghead:

Re: Moving House - Advice ?
 

Prey. ;)