Ha! Retentions have the last laugh!

[__spc__]

Having looked to leave ntl after 6 years use of their services (my neighbour and I genuinely researched a cheaper alternative package) ntl retentions offered us both good deals to stay, i.e. reduced cost and increased services.

Fine I thought.

Latest bills? Billed at full rate, so instead of saving us money, or even paying the same, we now have a bills for three times the cost!

Retentions aren't open today, but come Monday, unless I get instantly credited for the services that they offered me (not that I requested) and for which I've been billed, I'm off - I'll put up with losing the email address and phone no.

Discuss.

[Halcyon]

Sounds like they've totally screwed with you.
I'd be fuming. I hope you get it sorted out on Monday and that they can refund you and see that they've messed up the billing.

Snap, I was offered 1/2 price bb alongside my family tv and talk unlimited package, after 3 months of not even half price it disappeared, i have just got to the point of waiting to throw it into ntl's face with the recording to see what they will offer this time

[Neil]

Sounds fairly par for the course for ntl if you ask me, so there's not much to discuss.

You go the old CS-BS®, with them telling you/offering you whatever you wanted to hear just to get you off the phone.

It's classic ntl at their best-I'll bet you a £ to a pinch of poo that "there's no record of who you spoke to I'm afraid Sir".....

[Russ]

If you do get any hassle from them, PM one of the team members your name, address and account number and we'll get our contacts on to it.

Originally Posted by Neil

Sounds fairly par for the course for ntl if you ask me, so there's not much to discuss.

You go the old CS-BS®, with them telling you/offering you whatever you wanted to hear just to get you off the phone.

It's classic ntl at their best-I'll bet you a £ to a pinch of poo that "there's no record of who you spoke to I'm afraid Sir".....

Always get a reference number, oh and my old trick, ring from your mobile since its itemised

[__spc__]

He-ho,

After 40 mins on the phone - most of that being on-hold to retentions (at 5p a minute!), the guy there in the Coventry retentions centre offered to clear my current BB bill. When asked what my future bill would be, I was told that my total bills will not exceed what I was promised...

Will keep you posted next month!

[Rik]

I had a NTL sales person visit my house yesterday, and I had a very interesting discussion with them.

I was informed that retentions have performanced based targets and basically are there to get through as many calls as possible, and keep each person signed up, by offering these fantastic deals.

A lot of the time these fantastic deals/reductions etc are never added to the account, which from looking at threads on this forum seems correct.

I want to cancel my Digital TV, and might possibly stay *if* i get an offer I cannot refuse

What is the best thing to do tho to guarentee that these reductions will actually be applied?

Take the persons name? EXT No (if they will give it)

How can I be sure I wont be another sucker that gets a bill the next month for the full amount?

Any help would be appreciated.

[Martyn H]

I always take their name and extension, and the date of the call. As I understand it, ntl has entered into a verbal contract with you.

Originally Posted by Martyn H

I always take their name and extension, and the date of the call. As I understand it, ntl has entered into a verbal contract with you.

in my experience if they offer you something, it will be noted and if it does go wrong ntl will honour it. I think you need to also bear in mind guys ntl have to make some money

This happened to me after I got offered a good deal. The first month bill was ok all looked great. but the 2nd month it all went back to normal full price. I called them back and they told me to just let it ride and it will all be sorted out on my next bill.

I got my bill yesterday and it seems to have been corrected, lots of credits for this and that.

I hope next months bill is correct.

[James Henry]

Originally Posted by __spc__

He-ho,

After 40 mins on the phone - most of that being on-hold to retentions (at 5p a minute!)

It's always a good touchstone of how a company is doing when there are huge queues for its' retentions department

Is it just me (probably) or do ntl seem to be getting more calls since they started charging for them? Maybe a poll would help to see if members are calling more now than they did before the price change?

Could it be they need to claw back some of the money they are losing through cancelations? It also seems that customers are having to call more due to mistakes on bills plus broadband going down more than it used to. My connection has been down more times than soft mick (whoever he is?) over the past month. But like I said before, is it just me?