OK - (let off steam
, count to 100, hit head against brick wall - hard
)
After an association with NTL since 1997 (or at least Nynex, C&W) - I have finally had enough.
Last month my broadband connection failed badly, and after many hours on the phone to NTL in India - they agreed that there was a problem with the local area, as opposed to my side.
Also, at the same time, I was mentioned the TalkTalk offer, was transferred, and someone from Retentions offered a 2 meg (soon up to 4), with phone rental for about £18 ish. Great I thought.
To my dissapointment (although not surprise) NTL have charged me £12.89 for the phone (my phones come to about £3 per month) & £27.48 for Broadband - £40 in total, against £18.
So, I ring up 'Customer Services' - and am told the package had no discount added (there is a note about changing me to a new tariff). I was prepared for them to check this, and get back to me.
Then - I ask about refunding me for the cost of me telling them they had a fault (about 3 hours, even at 10p min comes to a couple of quid). No refunds can be made (so NTL are charging me for their lack of service). I ask how much the calls are - and am told that they wont tell me. So I ask for a statement - and they are going to charge me £4.
At this stage - and is there ever someone senior who can take calls, or are they always not available - I have had enough. The arrogance of this "Customer Service" (I use the term lightly) person was unbelievable. Mistakes I can cope with - but his attitude, and (if this is true) Customer Service calls are never refunded, or the cost of a statement never waived, is totally non acceptable.
Just to add insult to injury, I then get stuck in a queue for 5 mins (before giving up) to cancel the account.
So - what suggestions are there for alternative suppliers. Is TalkTalk the best, or BT, or someone else. With all these Free Broadband that appear to be around the corner - there is really no reason to keep giving my money to NTL, when they do not have the decency to act as most Customer Services would. Unfortunately, I would love to say that it was an Indian Call Centre - but alas I cant.