Cable Forum - View Single Post - moved house, 6 months on, ntl still can't get it right

rikur · 19-02-2007, 18:50

excuse another rant from me, but I simply cannot believe how poor ntl are being on this.

without exageration I am spending about 1 hour per day on the phone to them trying to resolve the issue.

I always have to start the story right the way from the beginning - and whichever department I start off at, I always get passed to another (usually toggling between "Customer Services" and "National Home Movers" teams)

I have had four people promise to own the issue and to call me back within 24 hours with an update - to date, I have had just two call-backs - both saying that they are awaiting a colleague to get back to them - then the trail goes quiet.

Surely it can't be that difficult to correct a service so that it shows against the correct installation address, and then combine two accounts into one?

The only good news is that since January, ntl no longer seem to be billing me - but reading other posts on the forum, I fear the first I will hear is when they pass the matter to debt collectors.

I've written to the Customer Services address on the bill, and that didn't get so much as an acknowledgement. I guess the next step is to write to head office, albeit I don't hold much hope of that getting a better response.

19-02-2007, 18:50	#4
rikur Inactive Join Date: Dec 2006 Posts: 61	Re: moved house, 6 months on, ntl still can't get it right excuse another rant from me, but I simply cannot believe how poor ntl are being on this. without exageration I am spending about 1 hour per day on the phone to them trying to resolve the issue. I always have to start the story right the way from the beginning - and whichever department I start off at, I always get passed to another (usually toggling between "Customer Services" and "National Home Movers" teams) I have had four people promise to own the issue and to call me back within 24 hours with an update - to date, I have had just two call-backs - both saying that they are awaiting a colleague to get back to them - then the trail goes quiet. Surely it can't be that difficult to correct a service so that it shows against the correct installation address, and then combine two accounts into one? The only good news is that since January, ntl no longer seem to be billing me - but reading other posts on the forum, I fear the first I will hear is when they pass the matter to debt collectors. I've written to the Customer Services address on the bill, and that didn't get so much as an acknowledgement. I guess the next step is to write to head office, albeit I don't hold much hope of that getting a better response.