[info4u]

Introduction:
Ex-Staff member for Ntl:Telewest (Telewest Broadband side), Left at my own accord in December.

You will probably find that letter you received was a automatic print off as the computer sees your subscription as ended but the equipment hasnt been returned.
The representatives you would have spoken to are faced with one of 3 options

1) Leave your subscription active meaning you still get services, wether you choose to watch them or not would have to pay for them (Unless a Good Will Guesture is offered)

2) Disconnect your unwanted services to prevent uneccesary complications on future bills and follow your request to end your agreement and arrange for a techinician to collect the equipment (Which is then down to the technicians to ensure it is collected but also agreed at a time with you to be at the property)

3) Chase up technicians. (Only if a pre-existing order is still open, if closed its back to square one, only technicians tend to close orders down unless a customer service rep has been forced to cancel your request in order to follow another special request order)

Because the system doesnt flag up to customer service agents no technician visits or poor collection, they depend on you calling back in.

Easily said to improve their computer systems. however the company pays out millions to have small changes done as it is programmed by 3rd party companies, This money could be better spent in improving other customers active services by introducing new channels, expanding the network, fault fixing with existing known problems etc etc...

Ok so you agreed a date to collect it,

However your account now has no services, which because your broadband had been disconnected a signal is sent to the main system responsible for your broadband email address (Cant remember the name of it) since Technical support used this and I was based in Customer services, but to keep it short, it cuts all your email addreses and connection to the net.

A simple call to Customer Care who will reactivate your subscription and then conact Tech Support for you can get your connection back up and running for you.
Can take up to 1hr maximum, however it took you 20 minutes.

Doesnt make it right for you to go through that dissatisfaction but at least you now know the chain of events that lead to your letter and email loss.

Hope this has helped