3 Services Paid for, None Received

paulie-a1 · 14-10-2005, 11:39

Help!!!
I recently moved house and wanted to move my NTL phone and cable service to the new property, I also want to use NTL broadband. The new property had a previous NTL installation so it should have been pretty simple. I'll keep it short as it tedious..

The engineers were due to come to the new place on friday 30th Sept, they went to the wrong house and didn't use the contact number I gave them.
Received Broadband letter with PID and no password...
They were re-booked for an 8-12 visit on friday 7th; they turned up after 3pm and left and came back close to 4pm.
They installed 2* boxes and said leave them an hour and the would work, they didn't and they didn't come back.
Call Cust Serv on Monday, they told me it was the Installs Team... Installs team told me it was the Fault Team... Fault Team told me it was the Installs Team... Installs Team told me it was Billing. This went on for the whole day; each time no one called me back and I had to start again. I logged a complaint with Melanie ?.
Complaint sat in a queue and was not answered, but was told today that I receieved a phone call and a letter... still waiting
Call CS again Tuesday same again, rude agent told me (7:55pm) it would work in 2 hrs, it didn't. Logged another complaint with Melanie ? no answer.
Wednesday 8am, told that it would work in 2hrs, it didn't. Refused to get a fault engineer arranged, unless I paid for it. 8pm 1* box working. Managed to get an engineer arranged for 4-6pm Thursday.
Thursday 8am, checked booking with engineer still on track. 6pm told that engineer was booked for an out of hours booking 6-10pm; 7pm engineer call me to say sorry he was late (4-6pm booking... they lied to me!!) he has no stb boxes left. Told me to call CS and re-arrange booking. Called CS, said they'd call back..
Friday, received BBand password. 1* stb working, 2nd stb still down, no engineer. no call back, no complaints dept. I even ask to close the account and was told that I would have to wait 24 - 48hrs for a call back.

Who can I speak to to get this sorted!!!? Help...

Neil · 14-10-2005, 11:51

Absolutely disgusting.

Send me your details via a Private Message & we'll get this escalated direct into ntl for you.

Also-Use the Responstek tool: http://www.cableforum.co.uk/board/forumdisplay.php?f=81

to the site too.

MovedGoalPosts · 14-10-2005, 12:24

One of the worst run around's posted for a while.

Do PM Neil with details he requested. The team has developed some very high level contacts with ntl which can get results where the normal systems have failed.