NTL customer service - does it exist? 2 weeks problem unresolved

madfiddler · 20-04-2006, 18:13

Hi,

Well I had real problems with C+W back in 2001 but since moving back to England I thought I'd give NTL a go.

So they come to connect, but the sales person put me on the wrong plan 10mb instead of 2. So they couldn't give me a pin. This was 2 weeks ago yesterday. They told me to phone up tomorrow to get a new one. Still unable to. I then get one the next day, but the registration page is down due to the upgrade of their systems.

I do however manage to get connectivity through my STB. Next week, after the upgrades I contact them again. I'll mention at this time that they always tend to say "you need to speak to... blah..." and you go back on hold. 'Blah' says, "oh you need to speak to ... bleugh" and around and around it goes. And the calls arn't free either.

This continues until Saturday, 9 days after starting up. I'm a tad irate by this time, but the girl I spoke to was very softly spoken so I calm down. Again, I explain my problem of being able to register my cable modem, but not getting any connectivity. I need a new PID, or PIN or whatever, but she tells me I don't. But I'm told by broadband support that I do etc. etc. So I ask her, very nicely.. "are you sure, because ... etc. etc." she does one further check on my account... "oh.... your direct debit hasn't actually been set up" - apparently you can still register the modem even without the DD, but the internet won't work... but still I can get connectivity through the STB.

Anyway, Easter Holiday etc... the account won't be up and running until Wednesday. I get back Wednesday evening, and still nothing. She says I have to cancel the STB connectivity, but if I do that I'm afraid that I won't have anything at all then.

Any thoughts on this.. I'm getting tired of it all now. The only positive thing is that they've offered me a month free because of the too'ing and fro'ing.. but I just want my cable modem to work so I can route the connection...

I'm rather confused now, as to what I do need, what I already have, in terms of PIDs, PINs, etc .etc. etc. So far the system has allowed me to register my cable modem with two different numbers, two different usernames, but non of them actually give me any connectivity.

I even tried to use the CD to install everything (been using the URL), but I can't since the modem they supplied isn't listed in the setup software..

thanks,

Mark.

Marge · 20-04-2006, 18:23

For the STB connection you need a PID number and Password

For the Cable Modem you need a Pin number and your Surname

The STB connection is billed on a system that can be paid either DD, Cheque, Cash etc (is billed together with TV and Telephone if you have those as well)

The Cable Modem billing system has to have either a DD or Continous Credit Payment active on the account before it will let you register.

I would recommend that you have a Cable Modem for your connection, CS should be able to give you the pin number you need for that, check you have an active payment method and get you sorted, registered and up and running, this is easy for them to sort out

They should only ensure that once you have registered that the charge for the STB BB is removed so you are only paying for one BB service.

madfiddler · 20-04-2006, 20:14

Right, ok.

Thanks for the low down. I have a pin number atm, but apparently it's wrong.

I think I'll wait until the weekend to try and deal with this all again.

I need the cable modem rather than STB. Can't run my network properly without it.

Cheers,

m