Hi Everyone,
I am not new as i was a member of the previous ntlhell:world and i just found this new up and running forum.I have been with ntl for 4 years now and in the early days the customer service was outstanding,but now its gone down hill big time and to be honest i dont think the staff are trained very well.I have been always happy with the full package i have received from ntl..I have full family pack..telephone..Broadband 600k..No problems what so ever until now..THe very 1st set top box we had went dead,after 4 years,its understanding and you cant complain.
Then last December we had a 2nd one installed and had massive problems with the signal like half the time it was fuzzy..I phoned customer service up just before xmas to ask if someone could come out and sort the signal out or if it was a fault to replace the box..The guy on the phone told me it would be £50 to get someone out?
I was really ****ed off as i said this was wrong and that a call out should be free with no expence..But he kept saying that it may not be the box but the fact that i have not tuned the television?.In other words,he was trying to make me look thick..He then said if it is the box he would cancal the £50 charge. £50 is a lot of money for me,so i left it and for about 5 weeks we had no television to watch apart from the bedroom
I then rang customer service telling them i wanted to cancal the service and why..The guy i had spoken to then was excellent and was shocked to hear what was said to me and that this was not right and that he was going to look into this for me and at the same time i had a discount..He then got someone else out with a 3rd box without charge..A day after having the 3rd box,problems again
The channels had taking ages to come up and when they did the picture froze..The only way i could deal with this is channel hopping and turning for from the wall if that did not work even if it meant only 15 minutes of viewing
I phoned customer service tech this time and even though i knew it was a fault with the box asked me to go thru the whole process of checking the wires just in case any where lose.The guy went thru stages to find out what else it could have been.
Then he was becoming upset and saying it was taking long time for me to understand what he was talking about so in the end i put the phone down after telling me that it does take time for channels to come up..Today i phone customer service up again and beyond belive i had someone with common sence who knew what the problem was and someone is coming out Tuesday to replace this 3rd box as it was a fault.
I have now cancelled ntl from March 20th as i have had enough of ntl and wish i never came across them because i have even been having problems with my broadband service when i keep being asked if i want to work on line or off line..My wife phone up customer service..Got it put right and again its still going on..and no we not on dail up
I told ntl that at the end of march my wife and myself are having a trail seperation..I told nlt who seamed desperate to keep me on as a customer and asked me if i would have their services again when i moved,their even asked if my wife will take the service up again.
Sounds like their want money from the both of us.When i move and if my new landlord say its ok to have sky i will go for sky as i never here of any complaints..And i think ntl is expensive for what it offers..If i cant have sky.t be preview or sadly ntl..But this time it be the base pack..
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