NTL Email ignorance

BIGZIPZ · 31-05-2004, 16:17

Hi, is it uncommon for NTL to not bother replying to you, when you tell them of a problem by email?

Several weeks ago, I tried to order a PPV event on the TV ON Demand thing, being a plonker, I was feeding in my old sky digital pin when being asked, and was locked out. The message told me to call customer services to get it unlocked, or wait 24 hours. I phoned up but there was no-one home, just the office closed message, I emailed em to enquire how i'm supposed to get it unlocked in time to watch the repeat in the morning, and I got zilch back from them.

Russ · 31-05-2004, 16:40

Welcome to the site ....

Which email address did you use? For future reference, if no-one's home (ie when CS is closed) then you're not likely to get a reply to your email. In the instance you describe you'd have been better off calling as soon as CS opened.

**Mick** · 31-05-2004, 16:46

Hi BIGZIPS and welcome to the site.

I always assumed when you got locked out from incorrect password attempts, you had to wait 15 minutes? Before trying again.

Edit Russ regardless if anyone is home - isn't an automated e-mail always sent?

**Paul** · 31-05-2004, 17:39

You should get an automated response - I normally do. But I would not bank on your actual e-mail being dealt with for quite a few days. I only use it for non time critical queries as it can be a week or two before you get a reply.

peterallen999 · 01-06-2004, 07:53

Yes, I get an automated response, but never any update on the issues. The issue is ALWAYS that the email server is down yet again, and since NTL do not post details about issues on their server status board accurately it is very hard to find out what is going on. I don't ring them- firstly you get queued for too long, and secondly why should I pay to be told that I must have entered my password incorrectly- I never do!

There is an answer and I'm about to use it- change ISP!

Good luck guys!