Cable Forum - View Single Post - NTL Customer Services: Your personal experience

Hawky2000 · 07-12-2005, 12:11

Dramatic title eh, let me begin by stating that this is not a gripe but just what actually hapened and it was (basically) all NTL's fault...

Eary one friday morning I was woken by a loud nocking at the door of my Girlfriends house where I had been staying. This was arround 7am so I was a little supprised. I ran down stairs assuming it was some sort of delivery and was met by my girlfriends housemate. (For comic reference, I was in my boxers, she her nighty) We proceded to open the door...

"******** CID, we have a warrant to search this address, may we come in..."

Now THAT was an interesting moment... No less than twelve ARMED CID officers proceded to enter the house (You don't say no to armed police) and we were politely but firmly asked to come to the station whilst they searched the house... I'd also like to point out that we weren't arrested. I did ask if we were free to leave and was told that we were free to leave at any time... and get arrested...

It turns out that there had been fraudulent adverts on a well known car sales website using stolen credit card details. These adverts were lures, with respondants being robbed at gunpoint. (As a web designer who also works part time for a credit card company my interview was VERY thorough)

It's also worth mentioning that the only reason full blown armed response and broken down doors weren't involved, was that the officer in charge had rang my girlfriends landlord who kindly pointed out that two polite early twenties girls are unlikely to be the hub of an armed gang...

Now here's where NTL come in. The police had got the IP from the car sales website. NTL had given them our address for this IP at that time. We didn't have a PHONE line or any form of internet then as NTL had only connected us a week before!

Simple error you might say, they can check and put it right in no time. It took 4 weeks! 4 weeks of being the prime suspect in an armed robbery case! 4 weeks with confiscated computer equipment and mobile phones! 4 weeks for them to tell the police they had the wrong people! (Which they had kinda worked out for themselves by this point)

You might expect that there would be some kind of large scale appology for this horrendous error... So far we've been told that the reason the address was given was that the modem (silver box) used in the bedroom (we were told we didn't have a connection, hence the new installation) was taken from the property and used to connect elsewhere.

Now I'm pretty sure that IP's are dished out by NTL at their end... NOT by the modem you used but that's just my understanding. How am I to know how NTL systems work. In short we haven't had ANY form of appology by NTL and they have still charged us for the four weeks we were without computer equipment whilst the police checked them over.

The WORST customer service ever. No other company has sent armed police to my door at 7am. Even that time I forgot to pay my mobile bill!

07-12-2005, 12:11	#662
Hawky2000 Inactive Join Date: Dec 2005 Posts: 4	The WORST customer service experience EVER! Dramatic title eh, let me begin by stating that this is not a gripe but just what actually hapened and it was (basically) all NTL's fault... Eary one friday morning I was woken by a loud nocking at the door of my Girlfriends house where I had been staying. This was arround 7am so I was a little supprised. I ran down stairs assuming it was some sort of delivery and was met by my girlfriends housemate. (For comic reference, I was in my boxers, she her nighty) We proceded to open the door... "******** CID, we have a warrant to search this address, may we come in..." Now THAT was an interesting moment... No less than twelve ARMED CID officers proceded to enter the house (You don't say no to armed police) and we were politely but firmly asked to come to the station whilst they searched the house... I'd also like to point out that we weren't arrested. I did ask if we were free to leave and was told that we were free to leave at any time... and get arrested... It turns out that there had been fraudulent adverts on a well known car sales website using stolen credit card details. These adverts were lures, with respondants being robbed at gunpoint. (As a web designer who also works part time for a credit card company my interview was VERY thorough) It's also worth mentioning that the only reason full blown armed response and broken down doors weren't involved, was that the officer in charge had rang my girlfriends landlord who kindly pointed out that two polite early twenties girls are unlikely to be the hub of an armed gang... Now here's where NTL come in. The police had got the IP from the car sales website. NTL had given them our address for this IP at that time. We didn't have a PHONE line or any form of internet then as NTL had only connected us a week before! Simple error you might say, they can check and put it right in no time. It took 4 weeks! 4 weeks of being the prime suspect in an armed robbery case! 4 weeks with confiscated computer equipment and mobile phones! 4 weeks for them to tell the police they had the wrong people! (Which they had kinda worked out for themselves by this point) You might expect that there would be some kind of large scale appology for this horrendous error... So far we've been told that the reason the address was given was that the modem (silver box) used in the bedroom (we were told we didn't have a connection, hence the new installation) was taken from the property and used to connect elsewhere. Now I'm pretty sure that IP's are dished out by NTL at their end... NOT by the modem you used but that's just my understanding. How am I to know how NTL systems work. In short we haven't had ANY form of appology by NTL and they have still charged us for the four weeks we were without computer equipment whilst the police checked them over. The WORST customer service ever. No other company has sent armed police to my door at 7am. Even that time I forgot to pay my mobile bill!