50 Minutes spent trying to cancel account
 

I called ntl to cancel my broadband account from my dad's phoneline who is also on ntl. We had a student broadband account that lasted 9 months and i was told that I needed to give 30 days notice to cancel my account, which is why I called.

Anywho, I called at around 2pm yesterday. I first dialled the 0800 052 2000 number but I was then informed when I called that it had been changed to 0845 454 0000 so I dialled that instead.

Long story short, I called and was put through 3 times to different departments and whatnot and it wasn't for literally 45 minutes until I managed to get through to the right person. At that point I asked him if I'm paying for the call because I've spent all this time and I've only just been put through to the right person. He didn't answer but said "do you want me to call you back?". I simply said there is no point now because I've finally got through to you and for all I know he may not have called me back. Anyways, my service did eventually get disconnected and when I looked at the phone counter, the call finished at 50 minutes. My dad has been fuming about this and I wanted to know if there was anything that I can do.

I'm not sure what the cost is to call an 0845 number - I had to call at the peak rate hour because the disconnection team only work between 9am-5pm - but can I get the money back, possibly simply just credited back to my dads account, for the phone call? Or is there a trades standard agency that I can call to sort something out? I would call ntl to make a complaint but, you know, thats gonna cost even more.

Re: 50 Minutes spent trying to cancel account
 

Unfortunately that's the problem with all call centres laying ping pong with the caller. It's not just ntl that do it. As you say the issue is that the call is now charge albeit at standard local rate, rather than the previously free number. You'll have a tough time getting any reimbursement.

Perhaps the best you could do to vent your frustration is give feedback via the responsetek system (see the link from Cable Forum) and ask for a reply.

Re: 50 Minutes spent trying to cancel account
 

Yeah, I would have been a little ****ed if was a freephone number anyway but the fact that we are now PAYING for the service that is the same if not worse after my experience then it was before makes me want to make an issue of this.

Out of curiosity, how much would the call cost? It was from an ntl phone line made between 2pm and 3pm yesterday.

Re: 50 Minutes spent trying to cancel account
 

did you have proof of being a student ,who wants a 12 month contract ,would be a nice way of having a bit of leverage ,if a loophole exists

Re: 50 Minutes spent trying to cancel account
 

Ring 08000529403 Direct Free Phone line to retentioins,

Re: 50 Minutes spent trying to cancel account
 

Phoned NTL 3 times this week, to change mine & 2 other packages. Calls answered after 43, 47 & 41 mins. Didnt care cos I called the 0800 number.

Re: 50 Minutes spent trying to cancel account
 

Last time I had a problem with my broadband connection I called retentions on the 0800 number and told them I wanted to cancel. They asked me why and I told them I had a fault and I refuse to pay 10p a min to speak to someone who can't understand me so I end up having to spell everything over and over not to mention the 30 min wait to get through.

They put me straight through!

Re: 50 Minutes spent trying to cancel account
 

I couldn't do that as the 0800 number simply no longer functions and just tells you to redial to the 0845 number.

Is it really 10p a minute? Coz that would be a right kick in the nuts and I will probably have to take this issue further.

Re: 50 Minutes spent trying to cancel account
 

No he is saying the Technical Support line is 10p a minute which you have to call if you've got a fault.

Re: 50 Minutes spent trying to cancel account
 

try 0800052 9403, this number worked for me last week

Re: 50 Minutes spent trying to cancel account
 

Followup - got the bill and it cost £2.50.

What can I do or what (free) number can I call to attempt to get the money back?

Re: 50 Minutes spent trying to cancel account
 

I doubt there is anything you can do. They're not likely to have any real sympathy for your plight either since you don't want to be their customer.

Downright annoying though.