Adding An Address To The NTL System

crazytalk · 16-12-2006, 18:17

Well, Where to start,Basically im trying to order NTL services to my new flat. Now when i tried to sign up online my house number didn't come up under the postcode but next doors did.

So i rang NTL customer services up on Thursday 7th Dec ,They said yes you can get ntl in your flat no problem only for them to turn round after i had given all my details and say your flat is coming up as a business address.

They said no problem i will fill a form out for you to change it to residential,I will call you back in 24hrs. I didn't get the call on the friday.So i called them at the end of the day on friday for them to say it takes 48 hours to process not 24hours like you were told. So give it another 24hrs.

Saturday comes still no call,So i rang up and spoke to somebody else for them to tell me they would fill the form out again and ring me back later that day or in the morning,Still no call.
So i rang the customer sevice number yet again,Got an arrogant young lady who told me it takes 2 weeks to complete the form not 24hours.

Can somebody please tell me how long it does take to add an address to the system? I've been waitng since last thursday, So basically i will have to wait 2 weeks to find out if i can get ntl or not and the another X amount of weeks for them to come and install it.

The CATV grate is right outside the front door so they can't tell me i can't recieve services.

Thanks

Nikesh · 16-12-2006, 18:23

I don't know how long it should take, but surely it shouldn't take 2 weeks.

Marge · 16-12-2006, 18:40

If the address isn't showing on the system then they will probably send out someone to have a look at your property to see if it is a) serviceable and b) residential. This is in turn fed back to the Housefile people who *should* amend the database. However due to reorganisation and everything now being centralized, we've found there was a delay and upto quite recent, two weeks was the timescale

I can't imagine that things will stay like this for long and it should be back to normal soon'ish but I can imgaine how frustrated you must feel. The person you speak to should be able to ring through and see how things are progressing and hopefully be able to give you good news. I would probably wait till Tuesday and then give it a another go.

crazytalk · 16-12-2006, 18:46

Thanks for the quick reply,Fingers crossed they have an update on Tuesday.

Are there usually problems with people coming out to addresses? It was a bit weird because they put me through to a number and it went straight to a recorded message asking me to leave my details.

I'd rather have left them with a person than a recorded system,Is this usual or is it because of they have updated the systems?

Marge · 16-12-2006, 18:51

I'm sure the recorded message bit is how the new system works, from what I can remember they do get back to you if you have left your details. It is usually no problem getting someone to have a nosey at your property, it just seems the wheels of admin are moving a bit slowly atm due to the reorganisation......

fireman328 · 16-12-2006, 20:03

It's almost as though NTL want to roll over and join SKY, what abysmal customer service !

crazytalk · 16-12-2006, 20:44

Quote:

Originally Posted by fireman328

It's almost as though NTL want to roll over and join SKY, what abysmal customer service !

After all the crap customer service from NTL i looked at SKY but i don't have a BT line and don't want to pay the ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£125 connection charge to join them.

So im kinda stuck on the waiting game.

poolking · 17-12-2006, 10:02

Quote:

Originally Posted by crazytalk

After all the crap customer service from NTL i looked at SKY but i don't have a BT line and don't want to pay the ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£125 connection charge to join them.

So im kinda stuck on the waiting game.

You don't need a BT line for sky, I have an NTL line and been with sky for nearly 2 years.

SnoopZ · 17-12-2006, 10:19

Quote:

Originally Posted by poolking

You don't need a BT line for sky, I have an NTL line and been with sky for nearly 2 years.

I thought you did for the first 12 months, if you took one of their deals. Like the above post says, if you pay ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£125 for installation you don't need the phone line.

[edit]

Taken from the Sky website.

Quote:

Free Sky box must be connected to a fixed telephone line for 6 months.

crazytalk · 18-12-2006, 09:08

I've called again this morning, Apparently nobody will leave any notes on the system even if we can get services. Somebody will call me and tell me the address has been added to the system.

Now with this being NTL were talking about nobody is going to ring me back, Is there anybody on here from NTL that can help me? Please.

Red Robin · 18-12-2006, 14:07

I would have been able to help you up until 2 weeks ago, now because the company has yet again swapped a process which was working, to one which is positively backwards, I can't do a thing in all probability. I suspect Marge is from a different ntl originating company, but in my side the opposite has happened. We used to be able to add addresses within minutes (literally) now they have made redundant the department that does this, and swapped to a process where instead of me being able to give you an instant answer because our records are so up to date, instead they have to send someone out to physically check what I can already tell them from my desk.... which takes weeks.... it's a total waste of time and money. We have employed several people to carry out these address checks (to check something I could already tell them), whilst at the same time making people redundant.

Can you tell us which town you live in please? I don't think I can do anything, but it would help to know.

crazytalk · 19-12-2006, 06:09

Quote:

Originally Posted by Red Robin

I would have been able to help you up until 2 weeks ago, now because the company has yet again swapped a process which was working, to one which is positively backwards, I can't do a thing in all probability. I suspect Marge is from a different ntl originating company, but in my side the opposite has happened. We used to be able to add addresses within minutes (literally) now they have made redundant the department that does this, and swapped to a process where instead of me being able to give you an instant answer because our records are so up to date, instead they have to send someone out to physically check what I can already tell them from my desk.... which takes weeks.... it's a total waste of time and money. We have employed several people to carry out these address checks (to check something I could already tell them), whilst at the same time making people redundant.

Can you tell us which town you live in please? I don't think I can do anything, but it would help to know.

Sorry for the delay,This is the first chance i've had to get online. I live in Morley,Leeds

kibblerok · 19-12-2006, 14:46

Quote:

Originally Posted by crazytalk

Sorry for the delay,This is the first chance i've had to get online. I live in Morley,Leeds

Unfortunately this area now follows the telewest process and would need someone to come out and check the property which takes time.

ntl used to send an installer out anyway and hope for the best, 9 times out of 10 it was.

Its debateable which way is better.

crazytalk · 19-12-2006, 15:37

Noooooooooo,Stupid Telewest! I don't understand why they can't tell me what date somebody will be at the property to check?

Surely the old way was much better, If you say 9/10 this works why change it?

The way they are doing it now will lose them a hell of alot customers,I'm only hanging on this long because of the ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£125 BT charge.

crazytalk · 20-12-2006, 11:20

Why is it so hard for somebody for NTL to ring somebody back? The Spotters department still haven't got back to me yet, Is there an number for their department?

I don't mean the answer phone message,Surely they must have a number you can ring?