NTL Contact details

[hurstnicholas]

Does anybody have any specific post, fax or email contact details for NTL senior management - my calls to telephone support are securing totally unsatisfactory responses and Responsetek is a laugh.
I have been given a general Swansea address to write to, but I'd love some names (MD, Chief Exec....).
Thanks

[Russ]

What's your issue? The team here have specific contacts into ntl and perhaps we can intercede on your behalf.

[hurstnicholas]

Hi
Many thanks for your message.
There follows the text of a hopefully self-explanatory draft letter to NTL, that I will shortly be sending.
This describes the situation:

Formal Letter of Complaint Regarding Service at Dolphin Square

Ref. **** House, Dolphin Square, London SW1V ***

A/C No.: ************

I am writing to submit a formal complaint regarding the long-term quality of service that NTL provide to the above address. My complaint is as follows:

Over the period of the last two to three years, my wife and I have experienced continuous, increasingly regular intermittent faults with the NTL cable TV (and broadband) service to our home. These faults have included, but have not been limited to:

Absolute losses of service †“ TV and Broadband.

• Hanging TV pictures.
• Lip-sync failures on both regular and †œpay to viewââ‚ ¬Ã‚ÂÂÂ� broadcasts.
• Inability to successfully book/receive †œpay to viewââ‚ ¬Ã‚ÂÂÂ� broadcasts.
• Unavailable channel information (especially since this service was †œupgradedÃÂà ‚¢ÃƒÂ¢Ã¢â‚¬Å¡Ã‚¬Ã‚ƚÂÂ�.
• Inability to †œcycle⠀ Â� through channel information.
• Remote control failures.
  

Although your telephone support service has slightly improved, it remains thoroughly ineffective, and is limited solely to constant instructions to †œre-bootââ‚ ¬Ã‚ÂÂ�. Like many Dolphin Square subscribers, I have given up trying to call your telephone support, because I know that they will be able to offer little helpful advice beyond †œre-bootingââ‚à ‚¬Ã‚ÂÂ�.



Your engineers are charming, but again ineffective. More importantly, their †œslots⠀ Â� are totally unsuited to anybody with a career †“ to commence †œeveningà¢ÃƒÂ¢Ã¢â‚¬Å¡Ã‚¬Ã‚ ÂÂ� visits at 16:30hrs - and to turn-up at that time, despite assurances that †œlate visitsââ‚Ã⠀šÃ‚¬Ãƒâ€šÃ‚ÂÂ� have been arranged, is just plain comic.



The hours that NTL makes its support service available, also fail to suit many working patterns.

The problem may be down to the ageing Pace box, however, I of course am not qualified to reflect upon such matters. What I am however qualified to comment upon is that, following the effective discontinuation of the analogue TV service to Dolphin Square and the landlordââ‚à ƒâ€šÃ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s understandable reluctance to permit the addition of satellite dishes to the Property, NTL enjoy an unchallenged monopoly of supply to the 1,050 homes within the Property and are clearly exploiting this monopoly. I am certain that subscribers with access to the likes of Sky and Freeview, over whom NTL is unable to exploit its monopolistic position, enjoy far better services.

I look forward to receiving your considered response to the above matter.

[Russ]

PM me your full name, address and account number and I'll see that this gets sent to an ntl director's secretary this morning.

[hurstnicholas]

Many thanks for your most helpful and generous offer and please don't take this the wrong way - but I am loathe to provide such personal information over the airways.
I am sure that you will understand why!
Regards
N

[Russ]

It's up to you - we have regular contact with the upper powers at ntl and many of the members here have benefitted from our involvement.

Try here instead.

[hurstnicholas]

Many apols - I did not realise you were associated with the CF Team. I will send you a private email, and apologies for any unintentional slight!

N

[Nemesis]

Originally Posted by hurstnicholas

Many thanks for your most helpful and generous offer and please don't take this the wrong way - but I am loathe to provide such personal information over the airways.
I am sure that you will understand why!
Regards
N

I understand perfectly, however, as Russ states we have established some powerful links with the Senior Management of ntl, including the CEO Simon Duffy.

We already have a track record of being able to get responses, where other methods have failed. The choice is yours, and No we are not offended if you wish to pursue other avenues. Should you wish to use us, please send a Private Message to one of the Team.

[setch]

Originally Posted by Simon M

we have established some powerful links with the Senior Management of ntl, including the CEO Simon Duffy.

Next time you see Mr S. Duffy, ask him they he never responded to my email

[hurstnicholas]

Many thanks to all at CF for forwarding my call to NTL!

I received a prompt senior management call-back yesterday evening and am promised an engineer's visit tomorrow.

From the sound of it, the job spec, as it has been described to me, should hopefully more than remedy all the problems I have been experiencing.

[Jules]

Glad to hear that, the team here do a marvelous job Let us know how it goes

[hurstnicholas]

I certainly will. In the meantime, an amusing, subsequent exchange of emails between NTL Responsetek and Myself follows:

NTL to myself:
Thank you for your recent feedback. In regards to your comments I would first like to apologize for the incontinence cause to you by this. I would advise you that you would need to contact our faults management team but checking the account it seems that this has again been reported and an appointment for 18/08/05 with the after hours time slot, and a request to make after 4.30.

Myself back to NTL:
Thank you for your reply.
Firstly, I can confirm that an engineer is indeed calling tomorrow and I trust that this will resolve this long and tawdry saga.
Secondly, I can also confirm that these repeated service failures have indeed prompted "inconvenience" on my part; fortunately, they have not prompted "incontinence"!

[Jules]

opps