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Originally Posted by danielf
The fact that only 2% complain does not mean that 98% are (even somewhat) satisfied.
And some of the errors that annoy customers are most definetely not fault related. NTLs billing system is a shambles. I cancelled my services (which I was very happy with) in September, and so far, NTL have not been able to close the account. So, 6 months after cancelling, I am still being billed. I have been told on numerous occasions that the account is fully disconnected. Then it mysteriously reconnects again. I have now called NTL close to 10 times* (as they messed up my BB disconnection as well) and they are unable to disconnect my account. The last person I spoke to told me 'there was nothing she could do'. When I asked to speak to a manager, she told me there were no managers about, but she would arrange a call-back. Why am I not surprised that never came...
I am sorry, but I have never seen a company handle a disconnection so utterly incompetently, and I am not surprised at all they gained top spot in this survey (no matter how flawed it is/ may be).
*average wait times 20 minutes, if you don't get a busy tone and they don't tell you to call the number you have just dialled.
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Ummm... ok.
Well... where do you get your facts from? You may wish to re-read my post as I stated clearly that the levels of satisfaction range from somewhat satisfied/satisfied/very satisfied. And again... we seem to be falling into the trap I mentioned - Because you have had poor service from ntl, does not mean every customer has received the same. I am sadly no longer in the postition to help you with this matter, but i'm sure there is someone here who is. Alternatively, you may wish to write to the complaints department if you strongly feel you are not getting anywhere with customer services.
Oh yeah... Scrotnig...
Undercharges
are backdated in most cases.