[lejt]

Hi,

I've had a hell of a week trying to get my NTL services (broadband and two phone lines) transferred following my house move and among the many issues I am complaining to NTL about, I wanted to pick your brains about the one that concerns me the most.

I had cause to speak to the very unhelpful asian broadband call centre and they refused to help me because I could not give them correct answers to security questions such as place of birth, first school, attended etc. I have never given NTL these details in the first place, so it's not surprising my answers didn't match what was on their screens. After going round in circles they finally decided I wasn't trying to fraudulantly access the account after I read them the MAC numbers from the bottom of my old and new cable modems.

After that I phoned customer services to check and correct the security information on my account, only to be told, and I quote 'oh sometimes they put random words in for the answers if they don't have your real details'. I am gobsmacked at this, but don't actually know the best route to take with regards complaints. Can anyone help?

Thanks in advance,

Lois