Ntl Bad Service, And Lies From Cable Guy.

[peter holt]

Its been a nightmare of a week for me, started when Yet again i reported bad speeds, every test i have ever done since obtaining my 2 meg broadband as alway been very slow, talks with tech department, and thay said everything was ok there end, my tests were always below 1 mb. so recently asked for a broadband modem as previous i have been on set top box. guy came to do install, and i asked him to install in my office, he insisted the modem go on top of tv set top box in our bedroom, i said i wanted next to computer in office, !"
oh you cant have it there, """ Because of lighning strikes""" what?, it needs to be here with this special box, that catches the lightning strikes, if it ever happens, Let him get on with is work, not happy when he finished phoned customer services, to re-arrange the install, the lads that came out arrived, only to tell me, my neighbour is hooked up to my services, thats prob why you have probs with broadband,, they drilled hole for my cable wire, left house, and when i came to use modem, no jump lead between modem and pc. so i had a 30mtr cable, i am using for now until someone brings me a cable, I HAVE DONE TESTS WITH MODEM, AND I AM NOW GETTING 1.8 MG RESULTS, customer services offered me £25.00 cos it can not be proved that i have had bad speeds for over 12 months, basically i have been paying for 2mb broadband, and not getting it, my speeds were below 1 meg and always have been. when are these cable companys going to stop bulling customers, and telling lies, im disgusted at ntls services, and compensation for a bad service i have had for 12 months. now modem is in, i am getting what i should have been getting before, I wonder how many more customers are getting ripped off, are we getting what we pay for?? i dont think so. maybe they should be investigated further, and is there cable company onbudsman I can turn to with this, because I can not get passed ntl customer services with this complaint.....the iron lady, you can only speak to me, and im god.
phewww what a week, 3 days at home, just for a modem, and tons of Bull from ntl.
you had similiar experinaces, its not fair to us that send there shares through the roof, cos we fund there technologys, and this is how we get treated, £25.00 credit, what a joke, im so mad, ive been ripped for over 12 months, and ive spent hours re-formatting pc, thinking it was me and not there fault.
going for an head ache tablet, before they call for a 3rd day with more bull storys, 3 rd day and there coming back to rip out wires from my property, that run along my wall, attached by staples, to my neighbours house, box to box, without my permission i must add.

hope ive not bored you to much with my probs, cheers guys for reading.

[Druchii]

You do realise the set top box is only ever capable of 1Mb ? So all this time you should have been poiting out you're paying for the service without a modem. So, in theory you could never have gotten 2Mb in the first place.

Sorry to have to inform you dude.

[Stuart]

to CableForum.

What Set Top Box did you have? If it was a Pace 1000, or Pace 2000, then, as Druchii says, these are only capable of 1 Meg connections. However, for those who were on a higher speed, NTL did offer a cable modem or Samsung Set Top Box.

Also, I am unclear as to exactly why you apparently put up with a sub-standard service for a year? I personally would have left NTL and gone with Sky and an ADSL provider if NTL had done that to me.

Also, did you report the bad connection to NTL at any point?

[orangebird]

Originally Posted by peter holt

Its been a nightmare of a week for me, started when Yet again i reported bad speeds, every test i have ever done since obtaining my 2 meg broadband as alway been very slow, talks with tech department, and thay said everything was ok there end, my tests were always below 1 mb. so recently asked for a broadband modem as previous i have been on set top box. guy came to do install, and i asked him to install in my office, he insisted the modem go on top of tv set top box in our bedroom, i said i wanted next to computer in office, !"
oh you cant have it there, """ Because of lighning strikes""" what?, it needs to be here with this special box, that catches the lightning strikes, if it ever happens, Let him get on with is work, not happy when he finished phoned customer services, to re-arrange the install, the lads that came out arrived, only to tell me, my neighbour is hooked up to my services, thats prob why you have probs with broadband,, they drilled hole for my cable wire, left house, and when i came to use modem, no jump lead between modem and pc. so i had a 30mtr cable, i am using for now until someone brings me a cable, I HAVE DONE TESTS WITH MODEM, AND I AM NOW GETTING 1.8 MG RESULTS, customer services offered me £25.00 cos it can not be proved that i have had bad speeds for over 12 months,

Did you ring up to report the fault before? If not, you'll find it very hard to be able to compensation without proof.

basically i have been paying for 2mb broadband, and not getting it, my speeds were below 1 meg and always have been.

Same as before really - did you ever report this? If not, how is ntl supposed to know and be able to fix it for you?

when are these cable companys going to stop bulling customers, and telling lies, im disgusted at ntls services, and compensation for a bad service i have had for 12 months. now modem is in, i am getting what i should have been getting before, I wonder how many more customers are getting ripped off, are we getting what we pay for?? i dont think so. maybe they should be investigated further, and is there cable company onbudsman I can turn to with this, because I can not get passed ntl customer services with this complaint.....the iron lady, you can only speak to me, and im god.
phewww what a week, 3 days at home, just for a modem, and tons of Bull from ntl.
you had similiar experinaces, its not fair to us that send there shares through the roof, cos we fund there technologys,

Er, no you don't. The original investors funded the technology. You pay to receive it and any hardware required.

and this is how we get treated, £25.00 credit, what a joke, im so mad, ive been ripped for over 12 months, and ive spent hours re-formatting pc, thinking it was me and not there fault.
going for an head ache tablet, before they call for a 3rd day with more bull storys, 3 rd day and there coming back to rip out wires from my property, that run along my wall, attached by staples, to my neighbours house, box to box, without my permission i must add.

hope ive not bored you to much with my probs, cheers guys for reading.

Personally, if I'd had such hassle, I would've finished my contract. Much more productive that trying to get compo - you're peeing in the wind mate.

[peter holt]

Cheers guys for your comments, Why did I put up with this ervice?, I suppose its because i dont know enough about broadband tech, i am now going to read this site back to front, I always thaught it was my pc, getting old, like me, 256 mb ram, Amd 800mhz, not brilliant, So I thaught it might be my spec,
I now know different, the set top box is a samsung, My neighbours are now complaining, at the thaugh of NT hell, coming on there property to unlink this cable that goes from my box at front of house, to theres, cos some lazy installation guy, did not want to route the cable from the main box, instead they took it from mine, and acording to the engineer yesterday, that would effect my services. any comments on the tech side, as to this illegal link, they did it when i was not home, and stapled the wire along the wall of my house without my permission. from my box, to another box, cheers, keep comments coming im interested.

---------- Post added at 12:58 ---------- Previous post was at 12:55 ----------

PS i did talk to ntl tech, on numerous occasions, they said everything at there end was hunky dory, and it might be me, at my pc, so i formatted drives, re-installed still no improvement:

[MovedGoalPosts]

If the cable service to your neighbour is routed through your property, you would have had to grant ntl an easement (legal right) for that cable (I assume you are the freeholder - if a leaseholder check the freeholder hasn't given consent). It very much sounds that you haven't done this. You are entitled to give notice to your neighbour and ntl that the cable must be removed and that if they do not do this by a specific date, you will do it. Serve such notice by recorded delivery (use your billing address if you don't have any other) I'd give them 7 working days from receipt of the letter.

I know you may want to retain good relationships with your neighbour but they should understand this is not a problem you have caused. They too need to get upset with the ntl installer.

As others have said, if you weren't happy with your service, I'm surprised you didn't complain before. I'm with ntl on this one that if they are unaware then how can they be expected to do anything and if they are unaware they don't have the opportunity to fix it so why should they then compensate for something they are unaware of in the first place In any case there is not service level agreement for residantial services so there is no right to compensation in your contract, all you have is a right to terminate the agreement.

[Stuart]

peter holt, if you PM me (click the button on the bottom left had side of this post) your Name, Account Number, Address and a daytime contact phone number, I can refer your case to the site's NTL contacts.

[SLM]

As for the box to box wire it should only be a temp and ntl are allowed to do it as its there property, unfortunately you where not in for them to ask you, the clips in the wall will be for a health and safety point and any damage to your property should be put right.

This extra cable should not have affected your service if done correctly, eg sorting the incoming signal accordingly.

[Rone]

Sounds like a great start, lets hope you have more luck than i've had with them.