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pooper · 08-11-2006, 09:23

Another day passes, and i get 2 letters.... confirming my direct debit details... "ohh they must have accidentally sent 2 letters out" i thought.... until i checked the account numbers and realised they were both unique. *sigh*

OK... so maybe they've somehow accidentally created 2 accounts... i need to nip this in the bud and get one canceled ASAP.

So i call the number on the letter (billing department) and get through to an Indian lady, who i could barely hear or understand. She informs me that this is probably normal and that one of the accounts isn't active... but she'll put me through to customer services to double check... (!?)

So i get through to some young-sounding girl, who promptly tells me that i need to talk to 'disconnections' and forwards my call before i even get a chance to reply...

So then i get through to a really smug-sounding South African guy on the disconnections team. He tells me (in a really patronising way) that yes, that is normal. But when i tell him that i've only signed up for broadband and i give him my 2 account numbers... he tells me that in fact, yes, there is a problem.

So after spending 20 mins on hold, he comes back to me, sounding REALLY happy with himself "it's all OK now sir, i've fixed the problem for you, i've closed one of the accounts". So i thank him and then hurry off to work.

Upon arriving home later that evening, i check my mobile, to see that ive got about 15 missed calls, and a txt from the lady that originally called me to 'setup' my install date. She wanted to know if i still wanted my ntl broadband installed!

So i call her back and tell her that i do still want my broadband installed... "oh" she says "well because the account i created has been cancelled" So i explain the fact that i had 2 accounts created... THEN she tells me that she doesn't know if the engineer will be around to install it anymore (it's due to be installed the next day) because they cancelled HER account that she created, which had the engineer booked.

By this stage, i'm getting pretty ****ed off... i haven't even got it installed yet and i'm already been passed from pillar to post and getting nowhere fast.

She tells me that she won't be able to tell me if the engineer is or isn't coming round, until she gets in the office the next morning....

Soooooooo the next morning arrives... the South African guy calls me... and asks if my broadband is being installed today... i tell him that i'm assuming it is...!?

13:35... still no engineer... so i call the install woman back... who tells me that BOTH accounts have now been cancelled, and there's no chance that my install will be going ahead today.

So now i am absolutley FUMING. She tells me that she will e-mail the guy who cancelled the other account (I'm assuming it's the South African guy), and she'll get back to me....

In the meantime, some random guy calls me and asks if i've had broadband installed yet... "nope" i reply.. He also asks me what i've got booked for the 7th November... "nothing, as far as i'm aware...?' i reply... Then he tells me he might be able to squeeze in an installation in the afternoon, and he'll call me back in 10 mins to let me know... I never heard from him again.

THEN i get a callback from the South African guy.. who basically admits that it's his fault and he cancelled both accounts. I tell him that i'm highly annoyed and i will be wanting some form of compensation for this, seeing as i had to rearrange my shift patterns to get this day off and now i'll be without an internet connection for a week.

He asks me in a nonchalant manner "well is there an internet cafe nearby"......... Wow..... i really wanted to kill someone at this point... but i remained calm.... just about!

He then tells me that he's booked in an install for November 7th PM.... (a week later from my original installation date).

November 7th arrives, install happens........ no real problems. THANK GOD!

(What i'm GUESSING happened... is that; after i completed the internet order, someone (the lady who called me) must have somehow grabbed hold of my order (for commission?) and processed it herself, but at the same time, the internet order was also processed as well. (Something that did strike me as odd... when she originally called me, to confirm/book the install date & time, she told me "oh if you recommend a friend, and they sign up to ntl, you'll get Ãƒâ€šÃ‚Â£50 off your next bill.........!)

Anyway, let's just hope that from here on out, everything goes smoothly!

08-11-2006, 09:23	#23
pooper Inactive Join Date: Oct 2006 Services: VM 20Mb Posts: 438	My NIGHTMARE install...! (long post - sorry!) Another day passes, and i get 2 letters.... confirming my direct debit details... "ohh they must have accidentally sent 2 letters out" i thought.... until i checked the account numbers and realised they were both unique. sigh OK... so maybe they've somehow accidentally created 2 accounts... i need to nip this in the bud and get one canceled ASAP. So i call the number on the letter (billing department) and get through to an Indian lady, who i could barely hear or understand. She informs me that this is probably normal and that one of the accounts isn't active... but she'll put me through to customer services to double check... (!?) So i get through to some young-sounding girl, who promptly tells me that i need to talk to 'disconnections' and forwards my call before i even get a chance to reply... So then i get through to a really smug-sounding South African guy on the disconnections team. He tells me (in a really patronising way) that yes, that is normal. But when i tell him that i've only signed up for broadband and i give him my 2 account numbers... he tells me that in fact, yes, there is a problem. So after spending 20 mins on hold, he comes back to me, sounding REALLY happy with himself "it's all OK now sir, i've fixed the problem for you, i've closed one of the accounts". So i thank him and then hurry off to work. Upon arriving home later that evening, i check my mobile, to see that ive got about 15 missed calls, and a txt from the lady that originally called me to 'setup' my install date. She wanted to know if i still wanted my ntl broadband installed! So i call her back and tell her that i do still want my broadband installed... "oh" she says "well because the account i created has been cancelled" So i explain the fact that i had 2 accounts created... THEN she tells me that she doesn't know if the engineer will be around to install it anymore (it's due to be installed the next day) because they cancelled HER account that she created, which had the engineer booked. By this stage, i'm getting pretty ****ed off... i haven't even got it installed yet and i'm already been passed from pillar to post and getting nowhere fast. She tells me that she won't be able to tell me if the engineer is or isn't coming round, until she gets in the office the next morning.... Soooooooo the next morning arrives... the South African guy calls me... and asks if my broadband is being installed today... i tell him that i'm assuming it is...!? 13:35... still no engineer... so i call the install woman back... who tells me that BOTH accounts have now been cancelled, and there's no chance that my install will be going ahead today. So now i am absolutley FUMING. She tells me that she will e-mail the guy who cancelled the other account (I'm assuming it's the South African guy), and she'll get back to me.... In the meantime, some random guy calls me and asks if i've had broadband installed yet... "nope" i reply.. He also asks me what i've got booked for the 7th November... "nothing, as far as i'm aware...?' i reply... Then he tells me he might be able to squeeze in an installation in the afternoon, and he'll call me back in 10 mins to let me know... I never heard from him again. THEN i get a callback from the South African guy.. who basically admits that it's his fault and he cancelled both accounts. I tell him that i'm highly annoyed and i will be wanting some form of compensation for this, seeing as i had to rearrange my shift patterns to get this day off and now i'll be without an internet connection for a week. He asks me in a nonchalant manner "well is there an internet cafe nearby"......... Wow..... i really wanted to kill someone at this point... but i remained calm.... just about! He then tells me that he's booked in an install for November 7th PM.... (a week later from my original installation date). November 7th arrives, install happens........ no real problems. THANK GOD! (What i'm GUESSING happened... is that; after i completed the internet order, someone (the lady who called me) must have somehow grabbed hold of my order (for commission?) and processed it herself, but at the same time, the internet order was also processed as well. (Something that did strike me as odd... when she originally called me, to confirm/book the install date & time, she told me "oh if you recommend a friend, and they sign up to ntl, you'll get Ãƒâ€šÃ‚Â£50 off your next bill.........!) Anyway, let's just hope that from here on out, everything goes smoothly!