[fritter]

Hi and help.
Have found this site after experiencing such huge frustration with ntl this week. I keep getting told different things. Where to begin?

1. Broadband.

Our bill says we pay for a 1MB connection, for which we are charged £24.99. I recalled a letter where we were told (or so I thought) an upgrade to 4MB. I may have phoned and checked this before, I may not. I can't recall.

I called customer services on 22 August and spoke to 3 different people. The first two each spoke with certainty.

So, I then knew that I had 4 MB connection and a 1MB connection.
I spoke to a third person (who gave me her full name, some do some don't) and said that, according to her screen (which she said could be wrong) I had a 750 connection. She suggested I call Tech Services).
I did.
On 22 August I spoke to Amit in the ntl Technical Support Bureau. He advised me i had a 4MB connection and that there were many reasons why it would run slow, he sent me an e mail (generic) with information.
I didn't believe him

I called again and spoke to another gentleman, also in tech services, whose name I wrote down but have misplaced for now, he said there was no question. I had a 750 connection and shouldn't be paying £24.99, BUT £17.99. He gave me his name and extension number and said he was happy for me to request that customer services contact him.

Today - 25 August - I called ntl again (because my phone has been cut off, 3 and a half weeks early) and had a very long wait and then an interminable phone call with someone in customer services. I was asking about the phone disconnection, but became so frustrated at the nonsense i was being given (more later) I said I had recent experience of being told contradictory things by ntl staff and didn't know what to believe. I explained about the broadband issue. She checked and said I had a 750 connection. I explained I had been told 3 different speeds and, my point, that this illustrated my difficulty in knowing who or what to believe. I said I was told that I should be paying £17.99 not £24.99. She said that was wrong and that the prices were
1MB = £17.99
750 = £24.99

I pointed out the obvious. She said I could only have 1MB if I requested it. I said that it said 1MB on my bill so I assumed I already HAD it. ALSO that others in her team had said I had 4MB. I asked how I would know to ask for a 1MB for a price reduction, she couldn't answer that.

But, the reason I called her was re the.........

2. PHONE DISCONNECTION
I have two phone lines. Today one of them was disconnected. On 22 August I called to give a month's notice to cancel one. The date I was given for disconnection was 25 September. I asked whether this would be confirmed in writing and was told it wouldn't as ntl 'don't do that'.

I asked why we had been cut off a month early. There was no answer. I asked who had done it 'Alan' - who is he? He is in Wales 'I don't know if they have a phone number'

I was refused his second name, a contact number or even what team he worked for. The person I spoke to said she didn't know, she said she could e mail him and get me reconnected, but that it would take 10 days. I asked if i could be copied in to the e mail. I couldn't.

There appeared to be no concern, nor any acceptance that this was ntl's error. I asked what the procedure was for compensation, she referred me to the address on the back of my bill.

Where do I best go to get my phone back on.

I am appalled by the whole process, its shambolic and the worst customer service I have ever come across.

Thank you

fritter