Last August we moved house - about 10 miles - both areas served by ntl.
We have 2 x phone lines, 1 TV package and 4MB broadband, plus call divert and itemised billing.
You would think that moving these services from the old address to the new would be a simple task.
The install itself went well - engineer turned up on time, and left us with all the services working, except call divert, which he said would take a little while to kick in.
There starts a very long story.
To this date we have not received a single correct bill since moving house.
Call divert took until December to get working - apparently because the instructions were being sent to the wrong exchange.
To this date ntl do not recognise our new address, and sometimes vigerously tell me we haven't moved house and that the services are still provided at our old address (even though the area code of our phone numbers are for our new area).
Although our bills are sent to our new address, if we phone ntl we have to quote the old address to get through the security question. Similarly, all the "junk mail" from ntl gets sent to our old address, not the new one.
We have spoken to a mix of very good, and not so good customer service rep's over the past 6 months.
In the middle of all this, we also had the billing system change which seemed to reintroduce problems previously fixed.
Two questions:
1) Is there somewhere I can write to / phone that will get the issues seriously looked at by someone who really understands how the various systems work?, rather than someone guessing at a few things to try on the system in the hope that the problem (or the customer
goes away?
2) Currently I am not being billed for my broadband (appeared on the bills until January). ntl insist this is because it has been disconnected, however by virtue of the fact that I am currently using it, it hasn't. Should I be worried that this will suddenly get disconnected?
Join CF
You are here: 
