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Quitting NTL - Whats their policy?
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Old 25-01-2006, 16:38   #1
nickthegun
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Quitting NTL - Whats their policy?

Bah! Im moving house and, according to the postcode doo-flipper, its an un-cabled area (unless anyone can tell me different [OX8 5FP]).

This means that, sadly, ive got to bin all my NTL services (which is unfortunate. Im having a nightmare trying to decide which ISP to use).

Anyway, what is NTL's cancellation policy? ive been on all their services for like 3 years, so im not contracted in any way.

Im moving in the middle of feb and would ideally like to keep the services until the day I move, but, presumably, the box and the modem are leased, so what do I do about that?

When I left Telewest in 1998 they sent me a massive Jiffy bag to but the cable box in!!

Thanks!
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Old 25-01-2006, 16:43   #2
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Re: Quitting NTL - Whats their policy?

See Section 19.5: http://www.home.ntl.com/page/termsresidential

Quote:
Originally Posted by ntl
19.5 On termination of this Agreement you shall return all the Equipment to ntl. You may return the Equipment to us either:
(i) by sending or taking the equipment at your cost to the ntl address for Equipment returns (please see www.home.ntl.com/page/equipmentreturnsfor full details of how to return the Equipment and for the address for returns) within 14 days of the date of termination; or
(ii) you may arrange for ntl to collect the Equipment from your premises.

If you do not return the Equipment or allow ntl to collect it we shall be entitled to bill you and you shall be liable to pay for the cost of replacing the Equipment and, unless the termination is due to our breach, you shall continue to be responsible for the payment of Charges until all the Equipment has been returned or its replacement value paid. In addition to all other rights, we reserve the right to bring proceedings against you for the return of our Equipment.
& http://www.home.ntl.com/page/equipmentreturns for more info.
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Old 25-01-2006, 16:43   #3
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Re: Quitting NTL - Whats their policy?

Quote:
Originally Posted by nickthegun
Bah! Im moving house and, according to the postcode doo-flipper, its an un-cabled area (unless anyone can tell me different [OX8 5FP]).

This means that, sadly, ive got to bin all my NTL services (which is unfortunate. Im having a nightmare trying to decide which ISP to use).

Anyway, what is NTL's cancellation policy? ive been on all their services for like 3 years, so im not contracted in any way.

Im moving in the middle of feb and would ideally like to keep the services until the day I move, but, presumably, the box and the modem are leased, so what do I do about that?

When I left Telewest in 1998 they sent me a massive Jiffy bag to but the cable box in!!

Thanks!
You give them one month notice (preferably in writing), and they collect the box (well, they did when I left them 18 months ago). That's pretty much it. Then you hope they actually stop billing you, and don't keep sending you bills for another year, like they did with me.
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Old 25-01-2006, 19:30   #4
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Re: Quitting NTL - Whats their policy?

Quote:
Originally Posted by nickthegun
Bah! Im moving house and, according to the postcode doo-flipper, its an un-cabled area (unless anyone can tell me different [OX8 5FP]).

This means that, sadly, ive got to bin all my NTL services (which is unfortunate. Im having a nightmare trying to decide which ISP to use).

Anyway, what is NTL's cancellation policy? ive been on all their services for like 3 years, so im not contracted in any way.

Im moving in the middle of feb and would ideally like to keep the services until the day I move, but, presumably, the box and the modem are leased, so what do I do about that?
Their policy is to make you give them 30 days notice of disconnection. Then they will swear blind that you never said anything to them. They will never update their systems to show your new address, so you'll carry on receiving bills for a service you disconnected to an address you don't live in anymore.

Then, when you do finally convince them you've cancelled, they'll turn up at your new address as arranged to pick up their box(es). One week later they'll turn up at your OLD address to do the same!

In the mean time, they'll still not have your new address on record - even though they'll have turned up there to collect their box.

And if you think you can cope with that, add into the mix the (litterally) ten hours spent on the phone to countless idiots in the Moves & Transfers department who appear to be connected to a different computer system that doesn't talk to anyone else in ntl and then loses any information (they say) they put in it.

And they say moving house is stressfull...you'll find out why soon.

Sorry, I don't mean to be a doom-mongerer - but that was my experience last month. I think I've finally hit the nail on the head now - they've sent me a cheque for what I owe them...but I haven't had this month's bank statement yet...so we'll see. It only one really moronic call centre-op to cave in and give me the direct line of the CEO's PA - and she only gave me that becuase she couldn't find the address for me to write to. You can't make this stuff up!!!

Anyway, I hope your move goes well. The bottom line is, phone them, get the name and extn of the person you're informing of your move. Get the address of the disconnections people, write them a letter, stating who you spoke to, the date and time and their extn number. Confirm in your letter the date of disconnection and your new address. Send this letter Recorded Delivery. Then they can't deny getting it.

Anyway, I hope your move goes smoothly. I signed up for Sky+, BT and Tiscali.

Sky were OK, except for a bit of a hassle sending the viewing card to the right address, but they soon sorted it out and made me a very happy customer. The Sky+ box is just brilliant and the picture quality is much better than ntl digital.

BT service was (and still is) spot on. I called them tonight with a simlple question (the kind that gets ntl confused) and she knew the answer off the top of her head. She was really friendly, polite and helpful. It left me shocked!

Tiscali is not bad. I'm paying 17.99 a month for unlimited 2mb DSL. Beware that no ISP will sign you up until your BT line is connected for at least 24 hours - but they only took 5 days to send all the kit out and get me operational. They got a lot of data entry wrong - but it was nothing serious. Connections seem OK, I've read lots of horror stories - but they seem to be related to where Tiscali is installing their own kit in exchanges. Where BT manage the loading (as they out out here in the middle of nowhere) speeds are pretty good - but 5-10pm can be quite laggy on some pages. Nothing I didn't get with ntl - and it's the best part of 100 quid a year cheaper too!

Anyway...just my experiences. I hope your move goes smoothly. If you need any more advice on ntl, just yell!
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Old 25-01-2006, 19:51   #5
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Re: Quitting NTL - Whats their policy?

I done the move request on the website (luckily still in NTL cabled areas) and ofcourse they didnt receive the request when I asked a week later...well they passed on my details to the moves department as they close pretty early I have to say and for the last week I was bombarded with txt messages from them saying my services are being put together again on sat (last sat) and they guy was here at 1pm so no hassle for me
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Old 25-01-2006, 20:11   #6
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Re: Quitting NTL - Whats their policy?

Good rant andy!
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Old 25-01-2006, 23:49   #7
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Re: Quitting NTL - Whats their policy?

I am also probably moving soon, whilst I have my grudges with ntl I am worried how I will fair as only BT wholesale is available in the area, I am lucky mainly pensioners live there so hopefully I wont suffer contention.
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Old 26-01-2006, 00:26   #8
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Re: Quitting NTL - Whats their policy?

Quote:
Originally Posted by Ramrod
Good rant andy!
Thank you sir!
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Old 26-01-2006, 19:31   #9
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Re: Quitting NTL - Whats their policy?

Quote:
Originally Posted by andygrif
<Snip>
Anyway, I hope your move goes smoothly. I signed up for Sky+, BT and Tiscali.

Sky were OK, except for a bit of a hassle sending the viewing card to the right address, but they soon sorted it out and made me a very happy customer. The Sky+ box is just brilliant and the picture quality is much better than ntl digital.

BT service was (and still is) spot on. I called them tonight with a simlple question (the kind that gets ntl confused) and she knew the answer off the top of her head. She was really friendly, polite and helpful. It left me shocked!

Tiscali is not bad. I'm paying 17.99 a month for unlimited 2mb DSL. Beware that no ISP will sign you up until your BT line is connected for at least 24 hours - but they only took 5 days to send all the kit out and get me operational.
<Snip>
As I could well be going down this route soon (see my recent post of complete frustation for the reasons), that info is extremely useful. A few of questions, if I may.

1) Now that I have survived ntl's trashing of my Internet connection and can finally surf the Internet again, I notice that Tiscali have a combined phone/broadband package that looks extremely attractive; is there any catch?

2) If I go for the above package, I will require a BT line. I couldn't find the cost of a straight line rental on the BT site. Any idea what it is?

3) Am I right in saying that Tiscali's Broadband does not have a cap, whereas BT's does.

4) Any other suggestions for other broadband providers that I might consider?
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Old 27-01-2006, 00:05   #10
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Re: Quitting NTL - Whats their policy?

Ok here is how I will probably handle it.

contact ntl month's notice.

Cancel direct debit before last payment.

Ring ntl and inform them when I recieve paper confirmation of cancellation bill will be paid.
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Old 27-01-2006, 02:05   #11
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Re: Quitting NTL - Whats their policy?

Quote:
Originally Posted by Theodoric
As I could well be going down this route soon (see my recent post of complete frustation for the reasons), that info is extremely useful. A few of questions, if I may.
No problem....

Quote:
Originally Posted by Theodoric
1) Now that I have survived ntl's trashing of my Internet connection and can finally surf the Internet again, I notice that Tiscali have a combined phone/broadband package that looks extremely attractive; is there any catch?
I don't have their phone package, although someone I know does and seems to be happy with it. AFAIK you have to sign up to both for 12 months, but I might be wrong about that. With BT you only have a 30 rolling contract. As we're not heavy landline users the unlimited call options are not really that exciting to us, so we're on BT Option 1, which is the basic package with 6p calls for upto an hour on the evenings and at weekends - which is when we call people anyway. Also bear in mind that if you use BT to make your calls then you now get Caller Display for free. If you use a third paty, such as Tiscali for calls, then you'd have to pay for it if you wanted it.

Quote:
Originally Posted by Theodoric
2) If I go for the above package, I will require a BT line. I couldn't find the cost of a straight line rental on the BT site. Any idea what it is?
I think it's just gone up - IIRC it's 11 quid a month. And with BT you get free fully itemised billing too. Plus the automatic Friends and Family now deducts 10% of the 5 most dialled numbers that month plus the 20% for the 'Best Friend' option - so that more than pays for the diffence in costs between BT and NTL.

Quote:
Originally Posted by Theodoric
3) Am I right in saying that Tiscali's Broadband does not have a cap, whereas BT's does.
I did quite a bit of looking around at DSL ISPs and all the catches. As you say, BT does indeed have a cap - from memory I think they offer 2mb for 17.99 a month, but you only get something silly like 2gb a month limits. I don't know how strict they are at enforcing it. I think the max they go to is 60gb a month, but is the best part of 30 quid a month.

Pipex was my other consideration. But they were very vague in their offer, even the bloke on their sales line hadn't got a clue what it was. They currently charge 19.99 a month for 1mb unlimied, rising to 23.99 after six months, but you get 2mb for the same price 'until further notice'. Whatever that means. If you want 2mb and pay for it, you'll he handing over nearly 30 quid a month.

Tiscali is uncapped in theory. Their AUP does stipulate that in peak hours (5-11pm) that they expect peeople to manage their downloads politely, but outside of these hours you're free to cane your connection to your heart's content. They will tell you, apparently, if you're not being polite, just before limiting your peak hour connection if you ignore them! So bear this in mind if you're a heavy duty downloader.

I would say that the connection on Tiscali is excellent. Except for those peak hours where I have very high latency on many sites. They don't have webcaches, which might be part of the problem, but no doubt they also have too many people connecting for the bandwidth available. I'm going to stick with it for the time being, but if it doesn't improve they will be getting an early cancellation notice. That reminds me, Tiscali is a 1 year contract - so if that scares you (and if you believe all the stories about Tiscali then it should) then it's not a good ISP for you.

Hope this helps a bit...let me know if you want to know anymore.
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Old 02-02-2006, 21:09   #12
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Re: Quitting NTL - Whats their policy?

Just to reiterate andy's point. I phoned up to cancel my ntl on August 15th, a month before I moved (I had no intention of staying with them even if I had moved into an ntl area) and I just recieved another bill today!

I have called at least 9 times, spoken to customer services, customer relations, moves and transfers, billing etc etc etc etc.

In customer relations they called me a liar and said they had no record of my cancellation at all, yet the operator that passed me through to CR *DID* have a record, and the person i spoke to in CS after speaking to CR also had a record of it! She also told me that CR are always like that and can be quite rude, good "relations" team then!

I cancelled my DD when my cancellation was supposed to be up because I knew there would be problems, but as they didn't cut it off there are charges on my account and the bills for them would have gone to the old address AFTER I moved out, so I never saw them. I asked for them 3 times and have never seen these bills.

2 weeks ago I got a letter from a collections agency on behalf of ntl (why should I pay for a bill I have not seen and can't be sure is correct?) so what choice did I have but to pay the collections agency. The lady on the phone at the agency was very sweet and really understood that it wasn't my fault but I wanted to pay it anyway cos I can't afford the bad credit or court!

Just to add to this whole crap, I recieved another bill today for the same amount I paid off.

I will never EVER use or recommend ntl again. Apart from this issue with cancellation, we had an appalling service and never any resolution. Our cable modem would drop out about every 4 hours and require a reboot, had 5 engineer visits and no fix! They never even offered to swap the modem out, surely that would have been a cheaper test than sending all those engineers? Their ineptitude always amazes me (it's rather like Dell) and if cable was more of a competitive market (i.e. more than one provider in each area) they would have gone down the pan years ago.

It makes me very sad that they have fully merged with telewest, since I moved to a telewest region i've had installation on a bank holiday, 24 hour customer service, technical service in a UK call centre and fault free broadband. ntl are going to ruin telewest!
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Old 02-02-2006, 21:38   #13
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Re: Quitting NTL - Whats their policy?

I work in telecommunications and for reference on cancellation:-

1) Keep your DD open for one month after moving property - remember all your call data is in arrears

2) Send a cancellation letter clearly stating your moving property and that your in a non-serviceable area. Clearly put in the letter you want all services to be disconnected within 30 days and that you understand all services will cease to function (otherwise they can get round charging you because you were not clear)

3) Send all documentation via registered via postoffice with tracking number this is your proof if they say they didnt receive it and date you sent it.

4) Stricktly contracts are 12 months however in the instance of moving to a non serviceable area this voids your contract since NTL cannot provide you with a service

5) Make sure you cancel your direct debit after the month is up after you move from the property not during the notice period and check with NTL everything is done, you dont want to find its conituning you have moved and that a debt collector wants £300 from you.
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