[Okonski]

I've been in a similar situation, ending up threatening court action and having my correspondence passed to their Manchester 'Customer Issues' department. I do NOT all DDM's for the reasons you outline, and I also demanded (and received) full credit for the £50pa additional fees now levied for those who refuse to let ntl have access to their account. With my services disrupted for three days on three occasions, and the total loss of TV, Phone and BB at a stroke, I advised them that I viewed such disconnection - putting me back into the dark ages with a total comms shut-down - as worth £50 per day in inconvenience alone. NTL said the true cost was £5.23 in total for the three days, and could I justify my assertion that it was £50? I pointed out that they are quick enough to 'fine' customers for paying late, threatening them with credit blacklisting and debt collectors, so this was one customer who resented this, and was not prepared to be treated in this way. If my £150 wasn't forthcoming, I'd take what ever credit they'd offer, but I'd raise a small claims action for the balance.

We then moved to the 'negotiation' phase. By NTL staffer said he couldn't arrange a credit of that amount, as £50 was his limit. The end result was an immediate £50 goodwill credit, My 10Mb BB was to be halved in cost for 6 months, and some package alterations. The end result I achived savings of £204, which will be fully recovered in 6 months. Meanwhile my services continue as normal, my monthly bill is less and I still have full control of my bank account. The bottom line, stick to your guns and negotiate a deal you are happy with that reflects your disruption. They started the unpleasantness first, so don't be shy in getting your own back.