[john01]

I have now run out of patients with ntl, I’ve attempted to get service over the phone but all I’m met with is lies. I started out with broadband 512k and talk unlimited telephone, I was doing fine with this package; my bb was about £13 and my phone around the same, furthermore I never had to call customer services because I had no problems; the service met my needs exactly. I saw their ad for 3 in 1 for £30 per month so I added TV to my then current package everything was fine until my first statement came in.

I notice some strange entries on my statement namely the Family Pack; I did not request this item which had a charge of £35.00 on my statement. I called CS and after 10 minutes finally got through and explained that I didn’t request the Family Pack, to my shock I was told to pay anyway and the cost would appear as a credit on my next statement. I hung up out of frustration (after requesting to speak to a manager but was refused) and felt totally deflated at what was happening.

This led me to downgrade my package and cancel my TV and go back to where I started 512K bb and talk unlimited telephone. I called cancellation to cancel my TV as I was still within the 30 days cancellation right. After waiting literally 30 minutes for CS to answer the phone; I was told that I have to give 30 days notice to cancel the service. Can you believe that?.

My attempts to put in a simple complaint have now snowballed into me now requesting to cancel all services with ntl. My first attempt was via the phone but hung up due to the long wait you see I’ve got a life to enjoy. My second attempt was via their Web site, but I ended up at a web page which asked me to call customer support on a 0845 number which I did. I got through and I asked to be put through to cancellations but had to wait about 20 minutes. I canceled all service and was told an engineer would attend my premises to collect the equipment, I took a deep breath and thought that was an end of the matter - it wasn’t. The date came around and the engineer didn’t show. I then went through the above procedure again and asked why the engineer didn’t show and was told there was no record of my cancellation, so I canceled the service for the second time. To cut a long story short it happened again but this time I was unable to call ntl because my phone had been cut off due to a shadow credit limit had been placed on my account, at the time I only had £40 call charges on my talk unlimited account. I explained from a friend’s phone that the call charges where due to calling cancellations numerous times at a cost of £22. I went through to cancellations again to cancel the service for the third time and paid my friend £10 for the use of his phone. I was told by ntl CS that they didn’t want to loose me as a customer and promised to write off my current bill and give me 6 month free line rental and they would turn my phone back on in two hours, this didn’t come to pass.



I'm still waiting for another call back from CS (after spending £15 on my mobile phone) I don’t think I will get that call. I bit the bullet and decided to start writing letters, I’ve now written five letters and even sent a fax after following instructions on the ofcom Web site. I’ve even taken advice from this forum and written at the bottom of the letter the following statement.


The following actions are now required to be taken by a responsible ntl cs agent.

1. Cancel ntl telephone
2. Cancel ntl broadband
3. Cancel ntl TV
4. Explain: item: £22.54 bf on July 10 statement
5. Explain: item: I Base £22.50 on July 10 statement
6. Explain: 1 Add Digi Set top box rent £15 on July 10 statement

I don’t know where to turn next and believe it or not I’m now on medication due to this matter, I don’t want compo or anything like that, I just want out from NTL. I’m disgusted with NTL service. I live in Manchester and I believe NTL has offices here I really do feel like standing outside with a banner telling others to avoid this company at all cost but I not that strong