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

captain747480 · 30-06-2004, 14:40

I've had a number of experiences with NTL over the years and non of them have left me with a whole heap of confidence in them.

Firstly about 3 years ago myself and my flatmate moved from House A to House B. We contacted NTL and asked to have our TV and Telephone moved. The TV was moved immediately but we were told we'd have to wait up to 4 weeks for the phone. After waiting a couple of weeks without hearing anything we contacted them to chase up and were told that because we wanted to keep our existing number we would have to wait. When we pointed out that we hadn't requested that we kept our exisiting number we were told 'Oh in that case we can do it anytime you want'. Bad experience Number 1

Secondly once we had sorted out that we could get the phone 'anytime you want' we arranged an instal date. NTL were a no show. We rearranged and NTL were a no show. We rearranged again and after waiting in all morning my flatmate called NTL to be told that they had installed the phone. When he pointed out that he'd been in all morning and no-one had called round the NTL CS Rep checked that account and confirmed that they had installed the phone but unfortunately they'd connected upto the house we'd just left and not our new house. Bad experience Number 2

Thirdly we had a problem with the TV picture freezing. We were repeatedly told to reboot the box etc. Eventually we got an engineer out who found that someone had put a T-Piece on our feed in the roadside cabinet and hence our signal strength was too low. Bad experience Number 3

Next after having not had NTL for a year and having tried to get Sky (can't because we've got No Line of Sight due to trees at the back of our property), I finally had to deal with NTL again.

Having used their website to order 600k BB, TV and Tel I received a call from NTL to confirm my order and was told that I couldn't have Broadband because it wasn't available in my area (Blackheath). I was absolutely fed up and stomped round the house all evening feeling sorry for myself. Eventually my fiancee said that we might as well get the TV and Tel anyway and keep the BB via our exsiting ADSL supplier (fairADSL). I contacted NTL the next day to resurrect the order only to be told that Braodband was available in my area. Bad experience Number 4.

Once we'd established that I could get what I wanted we booked a date and NTL turned up, installed all the kit and it all worked. Good Experience Number 1.

Finally upon receiving my first full bill I found an ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£18 call to a premium rate number which was made when no-one was in the house (except the cat). I queried this with NTL CS and was told I'd probably been the victim of a premium rate dialler scam and I should contact ICSTIS to report it. Although I pointed out that my PC was not, is not and never will be connected to my NTL telephone line the CS Rep still insisted that there was only one explanation and that was the Premium Rate dialler one. So far I've made 2 complaints about this and have yet to get it resolved although I have had a very helpful letter telling me all about Virus Checkers and Firewalls both of which I've had for considerable longer than I've had NTL. Bad Experience Number 5.

So in summary as far is I'm concerned it's Bad NTL 5 Good NTL 1.

30-06-2004, 14:40	#425
captain747480 Inactive Join Date: Mar 2004 Location: Blackheath, London Services: Virgin 3 Play with Sky Sports & Prem Plus, Topfield TF5800 PVR. Wireless n/w over Netgear Router Posts: 53	Re: NTL Customer Services: Your personal experience I've had a number of experiences with NTL over the years and non of them have left me with a whole heap of confidence in them. Firstly about 3 years ago myself and my flatmate moved from House A to House B. We contacted NTL and asked to have our TV and Telephone moved. The TV was moved immediately but we were told we'd have to wait up to 4 weeks for the phone. After waiting a couple of weeks without hearing anything we contacted them to chase up and were told that because we wanted to keep our existing number we would have to wait. When we pointed out that we hadn't requested that we kept our exisiting number we were told 'Oh in that case we can do it anytime you want'. Bad experience Number 1 Secondly once we had sorted out that we could get the phone 'anytime you want' we arranged an instal date. NTL were a no show. We rearranged and NTL were a no show. We rearranged again and after waiting in all morning my flatmate called NTL to be told that they had installed the phone. When he pointed out that he'd been in all morning and no-one had called round the NTL CS Rep checked that account and confirmed that they had installed the phone but unfortunately they'd connected upto the house we'd just left and not our new house. Bad experience Number 2 Thirdly we had a problem with the TV picture freezing. We were repeatedly told to reboot the box etc. Eventually we got an engineer out who found that someone had put a T-Piece on our feed in the roadside cabinet and hence our signal strength was too low. Bad experience Number 3 Next after having not had NTL for a year and having tried to get Sky (can't because we've got No Line of Sight due to trees at the back of our property), I finally had to deal with NTL again. Having used their website to order 600k BB, TV and Tel I received a call from NTL to confirm my order and was told that I couldn't have Broadband because it wasn't available in my area (Blackheath). I was absolutely fed up and stomped round the house all evening feeling sorry for myself. Eventually my fiancee said that we might as well get the TV and Tel anyway and keep the BB via our exsiting ADSL supplier (fairADSL). I contacted NTL the next day to resurrect the order only to be told that Braodband was available in my area. Bad experience Number 4. Once we'd established that I could get what I wanted we booked a date and NTL turned up, installed all the kit and it all worked. Good Experience Number 1. Finally upon receiving my first full bill I found an ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£18 call to a premium rate number which was made when no-one was in the house (except the cat). I queried this with NTL CS and was told I'd probably been the victim of a premium rate dialler scam and I should contact ICSTIS to report it. Although I pointed out that my PC was not, is not and never will be connected to my NTL telephone line the CS Rep still insisted that there was only one explanation and that was the Premium Rate dialler one. So far I've made 2 complaints about this and have yet to get it resolved although I have had a very helpful letter telling me all about Virus Checkers and Firewalls both of which I've had for considerable longer than I've had NTL. Bad Experience Number 5. So in summary as far is I'm concerned it's Bad NTL 5 Good NTL 1.