[Jason1]

It really does depend on what area you live in what time you are calling and which department.
When i called on monday it took 50 mins but the 1st person i spoke to was in the wrong call centre so they passed me to the correct one, I held to speak with c/s person i spoke to could not answer a question relating to my trail so he passed me to sales, held to speak with sales when i got through to sales they where able to help by now have spoken to 3 people just to get 1 question answered. Finally once speaking with sales I asked to be transfered to c/s to cancel, held to speak to c/s to be told i cant cancel as it was passed 5pm

But today called at 310 to confirm cancellation had gone through call only lasted 8.21 mins of which i held for about 5 mins lady I s/w was efficient and confirmed my cancellation date
All call centres get busy so if you hold for ages in the eveing try calling at a less busy time i am sure most if not all of ntl's staff will deal with our calls as quickly and efficently as they have been trained although if all they get irate customers and abuse then we cant blame them for ending our calls