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Chris W · 25-02-2006, 21:40

ntl charging a downgrade fee is not in any way illegal- i've done some detailed research.

The charge can be made on the grounds of the cost that ntl face as a result of the change. Many ADSL companies used to (and i'm sure still do) charge for a change of service level. Although there are more costs involved in ADSL service regrading, there are costs involved in doing so on cable as well- one example:

Customer calls CS to downgrade. Ntl have to pay for:
1) cost of call to 0800 number
2) cost of member of staff to handle call and perform change
3) call centre overheads

It is not unreasonable, and certainly not illegal to levy a charge for this.

However, as ntl have now dropped the fee that is largely irrelevant. ntl take feedback from this forum seriously as it is representative of their customers opinion (although admittedly, only a small percentage of customers).

25-02-2006, 21:40	#82
Chris W cf.mega poster Join Date: Nov 2003 Location: Reading Age: 41 Services: Virgin Media Broadband Size M Posts: 6,546	Re: ntl Service Charges new! ntl charging a downgrade fee is not in any way illegal- i've done some detailed research. The charge can be made on the grounds of the cost that ntl face as a result of the change. Many ADSL companies used to (and i'm sure still do) charge for a change of service level. Although there are more costs involved in ADSL service regrading, there are costs involved in doing so on cable as well- one example: Customer calls CS to downgrade. Ntl have to pay for: 1) cost of call to 0800 number 2) cost of member of staff to handle call and perform change 3) call centre overheads It is not unreasonable, and certainly not illegal to levy a charge for this. However, as ntl have now dropped the fee that is largely irrelevant. ntl take feedback from this forum seriously as it is representative of their customers opinion (although admittedly, only a small percentage of customers).