NTL Moving House

[erika123]

Hi,
We have been NTL customers for over 5 years and we recently moved house. After checking on the NTL website that the new postcode was a cabled area (and it said it was) I arranged for an engineer to come around and transfer the service to the new address.
After a few days of not hearing anything back I phoned them up to hear that they started to disconnect my account as they couldn't provide the TV, Telephone and broadband service at the new address. The reason why their internet site said they could is because I could still get broadband from their associate Virgin although I still needed a BT land line.
I therefore arranged other providers for the services NTL could no longer provide.
I am now receiving bills for this month as they say I still owe them the 30 days notice even if I never asked to be disconnected and NTL CAN'T provide the service!
After numerous phone calls to different departments I was told to look at their terms and conditions which say that both parties should give a 30 days notice should decide to interrupt the service.
Since it is NTL who decided to disconnect me I should charge THEM 30 days notice!! Why should I pay for a service NTL can't provide and I didn't ask to disconnect??
Luckily I canceled my direct debit in time so they couldn't get the money out of my account and they are now sending me letters I have to pay them.
It is only 40 pounds but I'll take this to court if necessary as this is an ABUSE on customers!
This is borderline to be illegal. I asked them (and wish them) in the case NTL should go bust and could not provide the service would customers still have to pay them for the 30 days? Customer disservice woman declined to answer..

[Jon M]

Hi Erika &

If you PM me your full name, address and NTL account number we can pass this on to our NTL contacts who should be able to resolve it with you. If you prefer not to give those details we can get someone from NTL to contact you directly.

[MovedGoalPosts]

to Cable Forum

So let me get this straight in my own mind. NTL have disconnected you at your old property? NTL are still billing you for services, after the date of disconnection?

As services from ntl, except added on useage of phone and TV front row type stuff, are billed in advance, it sounds like their billing systems are getting carried away.

[lostandconfused]

ive probably got the wrong end of the stick but from what i can tell you are being charged for 30 days notice to disconnect because you are moving house?

if this is the case this is correct. ntl didnt offer to provide you with services at your new adress they are contracted at your old adress, therefore if services cant be provided you have to disconnect and give 30 days notice.

however as the website told you that services were available in your new adress you probably would have a case. (the bit you were told about virgin net from CS is wrong, its just not that accurate and still subject to a site servey)

beacuse of this you may well get a good will gesture as have some or all of this charge removed, have you requested to speak to a team leader? (this can take 24hrs for a call back)

but t&c's do require you to give 30days notice of disconnection as it can be argued that its not ntl's fault your moving house, but i would definatly mention that you are under the impression you could have services hence why not calling in sooner and giving 30 days

[erika123]

Hi,
Of course I would have given their 30 days notice should they have given me the right information. If I knew they coudn't provide me with the service at the new address I would have had plenty of time to give them the 30 days notice but as I was under the impression I could get the service I didn't disconnect.

[lostandconfused]

have you told CS about this? what area are you from?

[erika123]

all seems to be sorted thanks to your help! Someone from NTL has called my husband and admitted their website gave us the wrong information about new address so unfair of them to charge us the 30 days notice.
Let's hope it is really solved.
Thanks again!

[Jon M]

Glad to hear a positive outcome.