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Originally Posted by Mr Angry
I don't see why you're attempting to be argumentative over this.
Ok, you don't work for NTL, granted. Someone who does work for NTL has since confirmed by pm that every NTL employee does indeed have a personal email at which they can be reached. It would appear, therefore, that the CS operators assertion that they "didn't have one apart from the online reply on ntlworld home page under support" is somewhat wide of the mark and inaccurate. Some might see that as bad CS and others might see it as contempt.
My rationale for proposing that the OP got an email address was not necessitated by the need for either a quick or best response but rather to acquire, in a written form, proof of the misinformation he was being given by the CS operator in question with regard to his contractual obligations.
With all due respect, that's a pretty big "if" and one that tends to lead to considerable posts in the negative on these forae.
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Not arguing here, but an awful lot of the time the reason personal email addresses aren't given out is to ensure that the workload coming into CS can be monitored and distributed evenly.