Cable Forum - View Single Post - NTL Customer Services: Your personal experience

Escapee · 29-06-2004, 21:15

I have only had 2 occasions to contact them, the first was a problem with dial-up that they were unable to sort. The modem worked perfectly with AOL but would not work with ntl!

OK, I bought a new modem and gave them the benefit of the doubt.

Recent Problems.

I had a letter from Wescot about a missed direct debit 14 months previously, I got cut off three times by customer services. The first time I was put on hold and then taken off hold to hear someone in the background say "Just terminate the call" that was it I was back to the menu!

After being just cut off in mid sentence on another 2 occassions I had to resort to asking an ntl employee for help, I never received any communication from ntl about the debt and its funny how they took another 13 consecutive direct debits without any trouble. I had no argument about the owed amount I just couldn't get any sense out of them to pay it.

When I eventually got a call from someone they credited my account, apologised and would not accept any payment from me.

The end result was OK, but all the hassle could of been saved if they had just let me authorise payment for the outstanding amount, I know this type of story is very common place recently and its all down to the terrible state that ntl is in. Unfortunately ntl is a company that seems to go from bad to worse as the good people leave and the rotten apples take their place.

29-06-2004, 21:15	#423
Escapee cf.mega poster Join Date: Jun 2003 Location: This Planet Posts: 4,028	Re: NTL Customer Services: Your personal experience I have only had 2 occasions to contact them, the first was a problem with dial-up that they were unable to sort. The modem worked perfectly with AOL but would not work with ntl! OK, I bought a new modem and gave them the benefit of the doubt. Recent Problems. I had a letter from Wescot about a missed direct debit 14 months previously, I got cut off three times by customer services. The first time I was put on hold and then taken off hold to hear someone in the background say "Just terminate the call" that was it I was back to the menu! After being just cut off in mid sentence on another 2 occassions I had to resort to asking an ntl employee for help, I never received any communication from ntl about the debt and its funny how they took another 13 consecutive direct debits without any trouble. I had no argument about the owed amount I just couldn't get any sense out of them to pay it. When I eventually got a call from someone they credited my account, apologised and would not accept any payment from me. The end result was OK, but all the hassle could of been saved if they had just let me authorise payment for the outstanding amount, I know this type of story is very common place recently and its all down to the terrible state that ntl is in. Unfortunately ntl is a company that seems to go from bad to worse as the good people leave and the rotten apples take their place.