Moved house about a month ago - what a nightmare!
Had a 'morning' slot booked - the engineer turned up in the middle of the afternoon. I had rung up to chase it at midday, but obviously the return call to explain never materialised. In fact, I was on hold on call number 2 when the engineer eventually arrived.
I was completely unsurprised that he hadn't been told exactly what he was supposed to be installing. I had anticipated this, & rung a few days before to double check the instructions - no problem, everything confirmed. Still cocked it up though. In fairness, the engineer did everything anyway, & one of his workmates dropped in to help. Fine, all ok, so I stupidly thought.
Shortly after he left, both tv boxes stopped receiving digital. The next few days were unbelievably frustrating - call after call, on hold, passed between various departments, blah blah blah. God knows how many times I had to tell them my new address (for them not to change it on their system), the serial numbers of both boxes & smart cards (for them not to make a note of them on the system). It'll be reconnected within the hour/afternoon/day etc etc. Eventually, one box started working, but the other ended up on a fault call for an engineer to come out 5 days later (& we should have been grateful it was only 5 days!). Guess what, a couple of days later it started working for no apparent reason. I cancelled the engineer the day before, to be on the safe side. So everything's working.
I received a bill, sent to my old address, but redirected by the post office. It was complete rubbish - charges for a period we'd already payed for & charges for services we don't receive. Back on the phone to customer services.....zzzzzzzzzz. Firstly, why were they STILL sending stuff to my old address? Er, um, it was correct on the system, but...... We went through the bill, & the incorrect charges were cancelled. I also checked that our existing direct debit was still active, & the (now correct) payment would go out as expected. All seemed to be ok.
The very next day, I had a call from ntl asking me to pay the (old incorrect) bill immediately. It was a miracle I didn't completely lose it, having to explain it all again, knowing there was a good chance I'd be wasting my breath.
The situation now - direct debit payment due in a week. I'd be amazed if it goes out, & I anticipate another call from them next week threatening to cut us off if we don't pay the (old incorrect) bill.
What amazes me is why I've put up with all this breathtaking incompetence. Surely the hassle of changing to Sky/BT would be worth it. Actually, I would imagine binning ntl is next to impossible, as they are incapable of doing anything without f**king it up.
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