This forum has been a great help since I received my £50 letter from NTL yesterday. I've been reading with interest the various ways you guys have been trying to get NTL to supply the 10Mbs they promised for free.
Here's my experience:
This morning I 'phoned NTL CS and explained that I wasn't happy. First the woman on the other end didn't know about a £50 charge, then when she asked someone else she said that was true. I complained that it wasn't acceptable. She agreed but there was nothing she could do.
I waited until this afternoon and tried again. I asked about a SACM instead and was told that they can't authorise that and I would have to speak to Sales. I asked to be put through to Disconnections and she said that she really couldn't authorise this and recommended I to speak to Sales. So I agreed. When I got through to Sales I explained the situation to the guy and said how ridiculous it was and asked for either a STB upgrade for free or a SACM for free. He instantly arranged for a SACM to be installed (he said next Wednesday, but I wanted the Friday) at no charge. He gave me my PIN and I confirmed there would be no charge for the SACM or for installation. He said there was no charge.
Bingo!
It pays to try this approach (as others have) and it's all thanks to you guys. Cheers.