Retreiving my suspended EMail

xtopher · 10-10-2004, 16:03

Dear Someone techy, NTL screwed up my Direct Debit (no details too long but all of their own making) so much so that they suspended my ISP connection on Sept 30. I cannot seem to get them to put me back where I was last Thurs - someone pushed the buttons so why can't they reverse just as easily? I now have Internet connection and access to an email account but I want my and my wifes Folders and kept mail. Surely by definition its on a hard drive somewhere or are they so ruthless in cleaning out established customers without confirming that they do or do not wish to remain with NTL??

Gobsmacked lon standing customer xtopher

goodsey · 10-10-2004, 17:46

Is this one you can help with Mark B ? You understand all the DD complexities.

Chris W · 10-10-2004, 17:48

was the account suspended and reinstated, or was it disconnected and then reconnected?

xtopher · 10-10-2004, 20:05

Thanks for response guys. A lot of water has passed under the bridge since Sept 30 - I remember BOTH terms being used Suspension and Disconnection and thinking at the time the difference. Suffice it to say that on Fri last 'an NTL person' UNSUSPENDED IT HE USED THAT WORD. However prior to that on the previous day I was 're-activated' BUT with a NEW account the top level being my dial up username same as the original but with a numeric 1 added and retaining my original password. So when I logged on lo and behold there were none of my email boxes below this, unsurprisingly. On Sat they did manage to create my personal mailbox beneath the new one but bizarrely they could not create my wifes email address. I called NTL today and they have escalated the problem - no one knows FOR SURE whether my email Folders and Inbox mail up to Sept 30 has been saved. If I was running a business I'd be more livid than I am now. I have not had any surface mail about the (THEIR) problems with collecting my monthly fee since Mae 2004. Even when they had an increase they did not collect June/July but then collected Aug/Sept and not the backlog. They must be losing money hand over fist, no wonder they are in trouble. I am gonna write to somebody anyone whom??????!!!!!!!! xtopher

xtopher · 10-10-2004, 20:16

PS monkeybreath, I appreciate you responding in your own time. Over the last 2/3 years my TV digital service and internet dialup has been pretty good although the email was a little frustrating at times having come from industry. But all my fears and those I had heard of when dealing with 'customer service have been realised - I have been to every department separated by a 20 min wait each time - what I wanted was SOMEONE to take responsibility for my problem.

Chris W · 10-10-2004, 22:57

xtopher, PM me some details- preferably postcode/ house number and name, or mac address of modem/ public ip address.

I am not taking ownership of the problem, because i am not in a position to get this sorted for you, but i will be able to have a look at what has gone on, and hopefully point you in the right direction to get it resolved.

MB

mmm · 11-10-2004, 02:55

NB you wouldn't want to use a residential ntl webmail service for business. If you use other email clients all the read messages will be on your PC.

xtopher · 14-10-2004, 14:16

monkeybreathAppreciate your gesture and understand the constraints it would be nice to know for others too 'what has gone on' as I write I was promised a response by Wed/Thurs of this week - nothing as yet. My name is Chris xxxxxxxxxxxxxx, xxxxxxxxxxxxxx, Bracknell. Thanks very much, xtopher

[ADMIN EDIT - Nemesis] Personal details concealed.

Stuart · 14-10-2004, 14:32

xtopher: Just a quick note. This is a public forum. Any personal details, such as addresses are better sent as a "PM" (private message) to a user. Just click on Monkeybreath's name and select "send private message to monkeybreath".

Unless you want everyone who reads this thread to know your address..

Chris W · 14-10-2004, 14:32

Quote:

Originally Posted by xtopher

monkeybreathAppreciate your gesture and understand the constraints it would be nice to know for others too 'what has gone on' as I write I was promised a response by Wed/Thurs of this week - nothing as yet. My name is ****************************************Thanks very much, xtopher

i will have a look tonight...

edit your post as you should not give personally details out on a public forum, use the private message function

xtopher · 17-10-2004, 14:20

Thanks ALL for the help and the 'public warning'; wasn't thinking.
xtopher. PS now Sunday 6 days after the techy guy said someone would give me a response by Wed/Thurs by whatever means they had - why do I have this feeling that unless I contact them AGAIN I will know nothing. Someone has an action - what are they doing with it!? A "we can't do anything" is better than silence!

**Maggy** · 17-10-2004, 15:17

Because the people manning the phones have to allot only a certain amount of time to each caller.Why they don't make notes for follow ups I have no idea but I suspect that with managment hanging over their shoulder they just can't really get down to sorting anything out and so things get 'forgotten' and along with that goes the idea that if it is important enough to you,that you will call again.However unless someone has a made a note you then have to begin all over again.I hope that you do get through to someone who can sort you out when you ring back.

Frankly as the person at the other end of the phone is NTL's frontline you would think more care would go into actually making time for not easy to solve problems at another NTL phone number which would deal with the less easy to resolve issues.

However how many of us get it right when we are asked to push a number for the service we require and how many just wait for a 'real' person to answer instead of actually trying to ring the correct section first?