moved house, 6 months on, ntl still can't get it right
 

Last August we moved house - about 10 miles - both areas served by ntl.

We have 2 x phone lines, 1 TV package and 4MB broadband, plus call divert and itemised billing.

You would think that moving these services from the old address to the new would be a simple task.

The install itself went well - engineer turned up on time, and left us with all the services working, except call divert, which he said would take a little while to kick in.

There starts a very long story.

To this date we have not received a single correct bill since moving house.
Call divert took until December to get working - apparently because the instructions were being sent to the wrong exchange.
To this date ntl do not recognise our new address, and sometimes vigerously tell me we haven't moved house and that the services are still provided at our old address (even though the area code of our phone numbers are for our new area).

Although our bills are sent to our new address, if we phone ntl we have to quote the old address to get through the security question. Similarly, all the "junk mail" from ntl gets sent to our old address, not the new one.

We have spoken to a mix of very good, and not so good customer service rep's over the past 6 months.

In the middle of all this, we also had the billing system change which seemed to reintroduce problems previously fixed.

Two questions:
1) Is there somewhere I can write to / phone that will get the issues seriously looked at by someone who really understands how the various systems work?, rather than someone guessing at a few things to try on the system in the hope that the problem (or the customer;) goes away?

2) Currently I am not being billed for my broadband (appeared on the bills until January). ntl insist this is because it has been disconnected, however by virtue of the fact that I am currently using it, it hasn't. Should I be worried that this will suddenly get disconnected?

Re: moved house, 6 months on, ntl still can't get it right
 

I moved in October and have had similar problems - now being threatened with legal action to return my STB!? see my thread in the General NTL forum

I too was happily receiving broadband for free for a while because they couldn't get it together to sort out the bill. That would have carried on indefinitely I suspect had I not pestered them enough times that eventually one of the more astute CS reps noticed.

Try calling 0800 052 2000 and wait until the end of the message that tells you this number no longer works and then the old menu starts up. I got through to someone after two rings last week and they seemed to be totally on the ball...I agree it's a lottery though

Re: moved house, 6 months on, ntl still can't get it right
 

at 10:30 this morning I was told by home movers team that someone would call me back shortly

6 hours on, no phone call

really is very poor that someone can't at least phone back to say it is still work in progress.

Re: moved house, 6 months on, ntl still can't get it right
 

excuse another rant from me, but I simply cannot believe how poor ntl are being on this.

without exageration I am spending about 1 hour per day on the phone to them trying to resolve the issue.

I always have to start the story right the way from the beginning - and whichever department I start off at, I always get passed to another (usually toggling between "Customer Services" and "National Home Movers" teams)

I have had four people promise to own the issue and to call me back within 24 hours with an update - to date, I have had just two call-backs - both saying that they are awaiting a colleague to get back to them - then the trail goes quiet.

Surely it can't be that difficult to correct a service so that it shows against the correct installation address, and then combine two accounts into one?

The only good news is that since January, ntl no longer seem to be billing me - but reading other posts on the forum, I fear the first I will hear is when they pass the matter to debt collectors.

I've written to the Customer Services address on the bill, and that didn't get so much as an acknowledgement. I guess the next step is to write to head office, albeit I don't hold much hope of that getting a better response.

Re: moved house, 6 months on, ntl still can't get it right
 

Where town/city do you live in? I can probably get this looked at and I'll give you an update. I understand its frustrating when things don't go as planned

Even if National Movers Center have caused the problem, it can usually get sorted from other departments

Re: moved house, 6 months on, ntl still can't get it right
 

KT20, Surrey