I'm currently going through the process of trying to get a SACM but, without paying the £50 fee. I have all three services from ntl and have done for years. I've always had the top package as well.
I just phoned Customer Services to discuss/complain that I pay £38 a month like other people but, I only get 70% of the package. Also, that it wasn't that long ago that I had the STB changed from the old version (Pace was it?) so I could get the 3mb speed, and that they did this without me asking and no charge.
The emplyee refused to discuss the matter and just kept repeatedly saying you can have a SACM but there's a £50.00 installation fee. When I asked why they couldn't install it for free, I was told that any one in Customer Services, including managers, doesn't have the authority to make this decision. What I should do is fill out the form on the ntl website requesting a SACM install and, when they contact me, to discuss it with them as only they could make the decision. Apparently I'll be contacted in the next 10 days by them. 10 Days!!! I'm blaming the employee here for anything as I expect they're under specific instructions on what to do in these cases. In general I find most people at ntl very helpful and polite.
After a quick break and a cup of tea (or possibly something stronger the way thid is going
), I'm going to call up again and speak to a supervisor and make an official complaint. One good thing about the fee being £50 is that it'll cost ntl more to deal with my complaint than install the SACM for free. So, if they're not prepared to do it for free then, I'll be more than happy for then to make a commercial decision and do it for free due to that.
I'll try to remember to post the result.