What a nightmare

Bfunky · 27-01-2007, 12:42

After making a complete mess of my bills for the last five months which still hasnt been put wright,l ive decided to cancel but how?.

Ive been trying to get through all week for hours at a time iam yet to get any joy

0845 454 0000

0800 052 9403

DO people actuallly man these lines ?.

Never in all my life have i experienced lack of customer service like NTHELL , been a customer for five years needless to say my last ( if i can ever get through to the cancel line).

icklelight · 27-01-2007, 12:54

the 0845 number is open 8am-8pm mon-fri ... and yes that number is manned as i was taking calls from 8am all week....yesterday was busy for some reason but dont know y u werent able to get through..

try now...cmc open until 5pm..if u on ntl phone dial 150 for cmc or 151 for faults.

Bfunky · 27-01-2007, 12:59

Just tried option 3 ( cancel ) on those numbers been on for 1 hour again just hung up this second , no answer just some cheesy music.

Tried 150 to tried every number & they just forward you to the cancel line wich is not manned , like i say ive tried all week yet to speak to anyone. I suspect if i cant get an answer spending an hour at a time then iam never going to get one tried all times of day & even just before closing at 8pm.

icklelight · 27-01-2007, 13:10

i have no idea why u are not able to get through....the only other option is to go through to billing (option 1 think) and ask to be put through to the discon dept.

an hour queue to discon's? it hasnt been that bad at all this week...longest queue i heard was about 20 mins(yes i know that is bad enough..any queu is) so i dont know y u were on there for an hour

Bfunky · 27-01-2007, 13:16

Quote:

Originally Posted by icklelight

i have no idea why u are not able to get through....the only other option is to go through to billing (option 1 think) and ask to be put through to the discon dept.

an hour queue to discon's? it hasnt been that bad at all this week...longest queue i heard was about 20 mins(yes i know that is bad enough..any queu is) so i dont know y u were on there for an hour

Earlier on in the week it was to the tune of we are busy you may be upto 30 mins waiting with no answer now its just cheesy music with all our representatives are busy please hold.

Il try option one but i wont hold my breath , ok the music has now commenced & the clock is ticking.

icklelight · 27-01-2007, 13:18

good luck bfunky.....sorry to hear that the bills didnt get sorted out for you.

Bfunky · 27-01-2007, 13:21

Quote:

Originally Posted by icklelight

good luck bfunky.....sorry to hear that the bills didnt get sorted out for you.

I think i'l need it mate still atleast this music is tranquil

MovedGoalPosts · 27-01-2007, 13:28

If you really want to cancel, give ntl notice in writing, by recorded delivery (they can't deny getting it then), to the address on your bill. Make sure you quote the account number etc, and make sure you state it's 30 days notice, as provided by the ntl terms and conditions.

Bfunky · 27-01-2007, 14:22

Got through on option 1 passed me through to the cancel line & you guessed it no answer yet again!!!.

Either there are huge amounts of people trying to cancel " which wouldn't surprise me".

Or like i say the phone is not manned.

I give up after 1 full week & countless wasted hours.

God help anyone who has any internet problems because you'l havto deal with the guys in India, who's knowledge doesn't extend further than " reboot youre modem".

To sum it up if i'd have got through & NTLHELL could have sorted my bill i'd have stayed. Now i have no option other than to cancel because the only people who were of any use i can longer speak to.

Letter being sent first thing monday , recorded next day , my contract is up so my 30 day notice is being handed in with my direct debit being canceled.

shocking service counting the days untill they go bust.

lostandconfused · 27-01-2007, 15:07

Quote:

Originally Posted by Bfunky

God help anyone who has any internet problems because you'l havto deal with the guys in India, who's knowledge doesn't extend further than " reboot youre modem".

whilst i understand your frustrated i would take exception at the above remark. actually they have very good knowledge of systems, but have to rule out simple things first otherwise could have you going through your PC all day trying to fix something that unplugging it and switching it back on could solve so which is why you are asked to reboot your modem, there are obvious language barriers which again isnt their fault, the desicion to outsource was made by ntl management not the people taking the calls,

icklelight · 27-01-2007, 16:22

to sned the letter in to cancel...dont send it to the letter on the bill...i;'ll pm u the address

Bfunky · 27-01-2007, 16:26

Another favorite phrase ive had a number of times is "our systems are down". which basically translates to our systems are incompetent, or when the person can't help you.

Like i say time to pack up and go elsewhere when you cant speak to the guys here in the uk.

---------- Post added at 16:26 ---------- Previous post was at 16:25 ----------

Quote:

Originally Posted by icklelight

to sned the letter in to cancel...dont send it to the letter on the bill...i;'ll pm u the address

Thanks much appreciated.

icklelight · 27-01-2007, 16:28

more than welcome

the speech you hear about systems down is down to the systems and not the person! it can either be the agents computer itself or the actual billing system....i have to say 'sorry to keep you the system is just running abit slow' sooo many times during my 5 shifts. meh.

harryboy22002 · 16-02-2007, 18:29

Quote:

Originally Posted by icklelight

i have no idea why u are not able to get through....the only other option is to go through to billing (option 1 think) and ask to be put through to the discon dept.

an hour queue to discon's? it hasnt been that bad at all this week...longest queue i heard was about 20 mins(yes i know that is bad enough..any queu is) so i dont know y u were on there for an hour

i was on there for an hour too?

knobby · 19-02-2007, 10:58

The guys in india are very knowledgeable ... but they dont listen to basic very relevant facts .. i had nearly 2 hours thursday night doing dos prompt, netstat, ipconfig,tracert etc. etc. etc.
At the start of the call, i very clearly stated that customer services last night at my request took me off 4mb and back to 2mb.
that was when it stopped working.
but oh no, it couldnt be that ... naaa try all this networking bollo@@@s first. but my laptop and my pc both lost their internet connection....
naaaa try this try that....
2 hours later, I'll escalate it to level 2 !!!
level 2 actually listened to me, resent the command for 2mb and it suddenly worked.
slightly ****@@@ off i was !

Oh yeah, while all tha crap was going on my wireless router settings got screwed up

NOT at all racist, but surely listening and understanding the nature of a fault is the 1st and most important step in fault diagnosis.

What compensation do i get for close to 2 hours on the phone ruining my wife and daughters tv/internet for the evening ?

bugger all, they're still charging me for the 4mb

You've gotta laugh ain't ya

Gaz