Cable Forum - View Single Post - NTL

Globetrotter · 11-10-2004, 14:30

I just got NTL Broadband hooked up in Peterborough a couple of weeks ago. When the tech came to set me up he said it would be easier to install a cable modem rather than run a line to my STB and it wouldn't cost any extra. I said fine.

What I didn't realise was the accounts stuff up this would lead to. First, if you have a cable modem you end up with two different accounts instead of the one if you use the STB. This meant that all the activation stuff I had been sent was useless. The tech had said it would take a couple of hours before I could activate the account so after three hours I gave it a go with the info I had. Of course it didn't work so called the helpdesk. After half an hour on hold I got through to a support guy who explained I needed a new account to be set up as my details had come through to a primary system but for some reason had not made it to the secondary system which is used to register my connection. So he set one up on the fly which got me connected.

NTL then sent me two letters, which arrived on the same day, with both the old and the new activation details. It also seems that they had got my name wrong on the new account. I phoned up again to get my name fixed and to check if which set of info was right should I need it. Sure enough the old info was rubbish.

Today I just got my TV bill. It had on it an additional ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£7 charge per month for an Analogue STB. Well I only have a digital STB so I phoned up. Another long wait. The nice girl I finally got through to was happy the remove the charge and told me this happens because I had a cable modem installed. It seemed quite normal to her - the fact that I had been over charged in the first place didn't seem to bother her to much.

Conclusion: If the cable tech asked to put in a Cable Modem say no. If you really want a cable modem make sure you ask for it in advance.

To top it all the NTL support guy who set up my new account told me that NTL was moving to a new accounts system in a couple of months that would allow one account regardless of the equipment you have. So the possibility for future stuff ups is endless. I'm learning to check my bills very carefully - suggest you all do the same.

11-10-2004, 14:30	#13
Globetrotter Inactive Join Date: Oct 2004 Posts: 1	Cable modem equals accounts stuff up. I just got NTL Broadband hooked up in Peterborough a couple of weeks ago. When the tech came to set me up he said it would be easier to install a cable modem rather than run a line to my STB and it wouldn't cost any extra. I said fine. What I didn't realise was the accounts stuff up this would lead to. First, if you have a cable modem you end up with two different accounts instead of the one if you use the STB. This meant that all the activation stuff I had been sent was useless. The tech had said it would take a couple of hours before I could activate the account so after three hours I gave it a go with the info I had. Of course it didn't work so called the helpdesk. After half an hour on hold I got through to a support guy who explained I needed a new account to be set up as my details had come through to a primary system but for some reason had not made it to the secondary system which is used to register my connection. So he set one up on the fly which got me connected. NTL then sent me two letters, which arrived on the same day, with both the old and the new activation details. It also seems that they had got my name wrong on the new account. I phoned up again to get my name fixed and to check if which set of info was right should I need it. Sure enough the old info was rubbish. Today I just got my TV bill. It had on it an additional ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£7 charge per month for an Analogue STB. Well I only have a digital STB so I phoned up. Another long wait. The nice girl I finally got through to was happy the remove the charge and told me this happens because I had a cable modem installed. It seemed quite normal to her - the fact that I had been over charged in the first place didn't seem to bother her to much. Conclusion: If the cable tech asked to put in a Cable Modem say no. If you really want a cable modem make sure you ask for it in advance. To top it all the NTL support guy who set up my new account told me that NTL was moving to a new accounts system in a couple of months that would allow one account regardless of the equipment you have. So the possibility for future stuff ups is endless. I'm learning to check my bills very carefully - suggest you all do the same.