This is my personal experience of ntl, and mine alone. There are others who have received good service, and I say "well done" to you. This though, is my tale...
Been with ntl since the mid 90's. Customer Support was superb when it was Diamond Cable, and early ntl days.
Nov 05 - Cancelled TV service to go Sky. BB connection started to drop (has to be coincidence that it was after I gave TV notice, surely...)
Jan / Feb06 - Saw threads on here about dropped connections. Rang CS who kept telling me my machine was at fault, or to turn modem off and on again. Rang TS who said they couldn't find a fault.
Mar06 - Filled in response form on website - got an email saying modem is rebooting every 30 minutes. Rang TS and quoted email - they STILL said no fault.
Rang CS who finally agreed to send engineer. I was very clear that I could not get home before 4pm and CS put note on call out. (Engineer came at 3.20). Phoned CS who tried to get engineer back same day, but he'd left the area. Spoke to faults who could not guarentee same thing would not happen again and couldn't give me a weekend slot. Decided to cancel both phone and BB and go with another provider. Set up appointment with BT engineer to switch phone number.
Apr 06 - Received letter from BT saying ntl have told them I do not wish to proceed with change of provider, therefore appointment cancelled.
Have sorted new appointment as I DO want to proceed, but now BB will terminate BEFORE new phoneline is fitted. And I am into a new month of rental with ntl. Have phoned CS again who cannot check anything regarding the letter to BT as the systems are down until Tuesday.
Opinions anyone on the level of service received...