all ntl services suspended

[EIGHTIESLAD]

I have Ntl phone, broadband and Cable Tv services which i pay monthly by direct debit.my last payment to them on time was made last week.


I have made some calls to competition lines over the last few days. This morning i could not dial out from my phone to contact my parents. I rang NTl to enquire about this fault who promptly told me that i had exceeded my credit limit with them and until i made another payment of £74 to "reset" my account i could only receive calls and not make any outgoing calls.

As i had already paid the bill due on time the week earlier i explained that i was unable to make the payment until my payday on the 24th January 2006. i said i would be in touch on payday. they confirmed that i could not make any outgoing calls until then to which i agreed.

later today - i found that i could not access my cable channels and more importantly not access the internet.

I contacted NTL again who confirmed that all my services were affected by this credit limit imposed and i would not have any services until the £74 was paid.

I explained that my cable and broadband services were paid in advance which took me up until 24/01/06 and if they were going to impose a restriction i should be due a rebate on the loss of services for which i had already paid in advance for. They declined and said there was nothing they could do until the £74 was paid.

i understand that i would not be able to increase my bill even more by making outgoing calls but to suspend a service that i had already paid for in advance was ridiculous.plus i was not informed of this in writing or even a courtesy call from them to inform me of this.

is this right?

[jellybaby]

I'm afraid this is correct. I'm assuming you get your Broadband through your set top box, which is on the same billing system, so if one service is suspended, then all of them are

[marky]

Welcome to CF

I used to have that problem, they set me a £100 credit limit,
I phoned them and they raised it to £130, ive not had a problem since

[EIGHTIESLAD]

so much to say i had to pay up earlier using my credit card. but still not happy since i had paid for broadband and cable tv in advance.

[marky]

You will get a letter in a few days

[Ramrod]

That sucks! If they did it to me I would cancel all my services and go elsewhere!

[EIGHTIESLAD]

YEAH but by then i would have had loss of services by a few days to which i could not claim back any rebate!!

thanks for all your help

Originally Posted by Ramrod

That sucks! If they did it to me I would cancel all my services and go elsewhere!

So would I without a doubt, I think it is a good thing having a credit limit as it can help stop those unwanted high bills. But to cut off every service when all they have to do is susspend all outgoing calls and prevent any package changes until the outstanding amount is paid is more than enough in my eyes!

[jellybaby]

Originally Posted by EIGHTIESLAD

YEAH but by then i would have had loss of services by a few days to which i could not claim back any rebate!!

thanks for all your help

I used to get a discount for the days I was suspended for, when you get your services back on, try and see what you can do.

Also beware that sometimes they try charging you £20 reconnection fee for each service

[EIGHTIESLAD]

nthell.....................

[marky]

They will deduct for loss of service on your next bill

After eading this post I thought I would call NTL to see how much my credit limit was as I did not want the same to happen to me if I added any more services etc....

I was told that there was no credit limit on my account, Not that I'm complaining about it or anything which is stange as I always fail credit checks always have, I would have thought I would have had one?

I'm not blacklisted or anything just never had any loans or anything etc....

I know my NTL bill's are always paid early and I'm always in credit so maybe they thought I don't need one.

Anyway my point is to others who read this thread I doubt you have anything to worry about either. Unless you have been a late payer etc...

EIGHTIESLAD, I cannot believe that this is right, please PM me details of your name, account, address, and a contact number and I will pass them to our ntl contacts to try and resolve this for you.

[scrotnig]

It is correct...or it certainly was when I was there.

If you've got a credit limit, it's likely you're Bromley platform and thus billed in ICMS. If you exceed the credit limit your services are 'downgraded', meaning just channels 1-5 on the TV, incoming calls only, and no broadband.

Once the services are restored, a credit is usually generated to the effect that, during the downgrade, you only pay for base pack. Any higher TV pack charges and phone packages are credited pro-rata, I don't know about broadband though.

There will not be a £20 charge if it's a credit limit downgrade (as opposed to a late payment downgrade).

When they reconnect you - make sure they 'rehit' your set top box broadband or it won't come back on. You then need your PID and password to re-register it.

*This info was correct at May 2005 when I left.

[jellybaby]

Originally Posted by scrotnig

It is correct...or it certainly was when I was there.

If you've got a credit limit, it's likely you're Bromley platform and thus billed in ICMS. If you exceed the credit limit your services are 'downgraded', meaning just channels 1-5 on the TV, incoming calls only, and no broadband.

Once the services are restored, a credit is usually generated to the effect that, during the downgrade, you only pay for base pack. Any higher TV pack charges and phone packages are credited pro-rata, I don't know about broadband though.

There will not be a £20 charge if it's a credit limit downgrade (as opposed to a late payment downgrade).

When they reconnect you - make sure they 'rehit' your set top box broadband or it won't come back on. You then need your PID and password to re-register it.

*This info was correct at May 2005 when I left.

And it was still correct in Nov 2005 too...It happened to me