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If you paid by credit card, try contacting your credit card company - they may be able to arrange to chargeback. Otherwise, send a registered letter to head office (ntl Group Limited, Bartley Wood Business Park, Bartley Way, Hook, Hampshire, RG27 9UP) giving them 28 days to send you a cheque for the appropriate amount, or you will persue the matter through the small claims court - and if you don't receive a cheque, do exactly that.