NTL - New Billing system Problems

[Nemesis]

I've created this thread as a place to discuss and record those that have been cut off or affected by the new NTL Billing system.

We already have several threads created about problems from individual customers/members, which we would like to have merged, but due to the differing time frames, this would be difficult.

So if there are any further problems with the New billing system, please post in here.

It also gives one place for people to refer to when disussing the problems with NTL, proof that you are not alone.

The other threads that relate to this are listed below.

TV service cut
NTL caught out well and truly and its costing them
Word To Ntl Billing And Debt Collection Dept.
ok heres a laugh

[NitroNutter]

/me hears something behind me, and glances backwards to see a small crowd developing.

Having said that I did recieve a letter from NTL this morning, customer liason specialist, and Im sure iv dealt with her before, during the free dial up peroiod where they could not get enough cd's out to customers.
Very nice lady if it is.
Unfortunatly the damage is done and the price rise which I discovered after this mishap has re-inforced my impending 100% departure. I was going to ring her to tell her not to bother but at least if she does deal with it then NTL can possibly open the doors for me to return when and if they become competetive again.

Those who are having troubles such as mine and get no joy, I would not have got this letter if it had not been for ofcom contacting NTL on my behalf.

[zoombini]

I was cut off, due to the NTL/Post office/bill problem for March.
However, as I have just paid this months bill, I have now had my services restored.

This is the nail in the coffin for NTL, they are treating thier customers disgracefully & with such incompetence.

I take it that as I now have the price rise leaflet, I should now be giving them 1 month notice to quit, as I am going to BT for my phone & possible Pipex for net access for Xbox live...

[Flip]

hehe my connection has been so bad these past few months i didn't notice I was cut off a few weeks back...


gotta say they were pretty quick to put it back on once I coughed up and explained...(wife's fault..muhahahahaa)

However...the said amount of 38 quid keeps appearing in big RED letters from some credit debtor agency...3 weeks after it was paid

Sincerely hope this will not go onto some credit file...I need more bad credit reports like a hole in the head...:pp

[cjmillsnun]

OK heres one.

I downgraded my BB service months ago to 600K.

I haven't received a BB bill for several months then earlier this week I receive a bill for £49.98 for 2 months 600K service that states my last payment was £34.99. Interesting, so I can assume they have charged me £34.99 for the past 6 months. Meaning that they have overcharged me by £60. CS deny all knowledge and insist that I owe them £49.98 for the period 01 Apr-31 May, when my last payment on 19 APR was £34.99 for period 01 Apr - 30 Apr.

W*****s

EDIT just seen my post count. 200 posts.....

[zodiac]

I lost my internet connection the other day thought it was my router but by- passed and still the same so rang tech support it was 9pm went through
re-new release still no joy then asked for my addy and said account susppended "why dont know you will have to ring cs tommorow" i was miffed as i am staff anyway rang next morning and told them no notes to say why i had been turned off but all back on now. I can only put it down to billing as my staff account changed from the 12th the day i lost service.

[cjmillsnun]

Originally Posted by cjmillsnun

OK heres one.

I downgraded my BB service months ago to 600K.

I haven't received a BB bill for several months then earlier this week I receive a bill for £49.98 for 2 months 600K service that states my last payment was £34.99. Interesting, so I can assume they have charged me £34.99 for the past 6 months. Meaning that they have overcharged me by £60. CS deny all knowledge and insist that I owe them £49.98 for the period 01 Apr-31 May, when my last payment on 19 APR was £34.99 for period 01 Apr - 30 Apr.

W*****s

EDIT just seen my post count. 200 posts.....

Interesting development on this one.

NTL acknowledged their mistake, then collected my money (before I could cancel the DD) and then are charging me another £24.99 when they owe me over £100. I am getting fecked off with their incompetance now

[MovedGoalPosts]

Originally Posted by cjmillsnun

Interesting development on this one.

NTL acknowledged their mistake, then collected my money (before I could cancel the DD) and then are charging me another £24.99 when they owe me over £100. I am getting fecked off with their incompetance now

Have ntl confirmed this error in writing? If they have, and they are still messing around, hot foot it to your bank, with the letter, invoke the DD guarantee, and get your bank to recredit your account immediately. Your bank will then sort out stuff with ntl.

Even if you don't have it in writing, contact your bank, tell them what you know and see if they can pursue the DD gurantee to get you a refund.

[Florence]

I am now wondering whats going to happen to me I havent had an ebill since I downgraded to 600K. This also had to be done correctly by Debsy as the original CS staff member I spoke to on the phone failed to do the reduction. Its getting to be a worrying time.

[Marge]

Originally Posted by Kits

I am now wondering whats going to happen to me I havent had an ebill since I downgraded to 600K. This also had to be done correctly by Debsy as the original CS staff member I spoke to on the phone failed to do the reduction. Its getting to be a worrying time.

Kits, do you want me to order some copy bills for you??

[flid]

ok, I knew ntl was dodgy when I signed on with them last year, but I didn't really care about customer services. All i wanted was broadband with a fairly static IP and a modem with an rj45 connection. I didn't care about usb, software, parental controls etc. And, ntl gave me this. For a year I was very happy with my service - very little downtime, never had a problem.

But, I moved out in July, so at the end of May I gave 30 days notice and at the end of June my box was collected from me. I followed their bizarre instructions about not paying the next bills and waiting for the final ones, which I did, and paid the outstanding money on the accounts with them. It was confirmed to me over the phone that they were both closed.

Next month, I get a bill from one of the accounts, giving me a monthly charge. I ring up, get left on hold for a while, finally get through to someone who after a long while admits it's an error on their behalf, they cancelled the bill and assured me the account was properly closed this time.

This month I get another bill, same old story. I ring up and chat to a very helpful chap, who tells me that either I'm lying or the person I spoke to last time was lying - I have to pay the bill for 24th august to 25th september!! He wouldn't let me speak to his supervisor and told me the system was down and he couldn't transfer me to the right department until tomorrow.

So, I ring up the day after, get transferred twice and finally speak to someone who admits it's an ntl error, i shouldn't have gotten the bill. But! The system is down, so I have to ring back in a few days time to make sure it is all cancelled properly.

Total and utter incompetance. NTL have the ordasity to charge 2 pounds a month extra for non direct debit billing, but quite frankly I'm glad I chose to see a bill before they took the money from me each month. Assuming it is all closed now and I don't get another bill next month, I'm going to write a letter of complaint. I don't like being told I'm lying by undertrained customer services people (i'm sure it wasn't the guy's fault, i doubt he recieved any training and was doing what he was told) and have to pay for services I cancelled months ago. Does anyone think I have grounds to claim my 2 pounds a month over the last year back on the basis that their billing system cannot be trusted?

[ikthius]

NTL's billing system is very strange.

I had a problem with NTL earlier this year that they had been charging me for 2 telephone lines for a year when in fact I cancelled one of the telephone lines the year before.

My bills looked normal for a while until the last bill there.

I now have another second line, when I have not asked for one.

I also have additions for another digital base pack and 2 telephone lines for a partial month, and a removal for the same, whitch does not match in monetery terms, I am still paying about £10 more for the same as last month. This does not include telephone calls or packages such as sports, just the basic stuff.

Why has NTL includeed another telephone line, and why do they make the bill so damn hard to understand.

I tried today a couple of times to get through to someone in NTL, but I was on the phone for more than 15 minutes per time and I could not take the wait any longer, and i would have not been nice to the person I would ahve been chatting to so I hung up.

I think it is a time for a review from NTL, make their system easier and their billing more understandable.

ik

[Globetrotter]

I just got NTL Broadband hooked up in Peterborough a couple of weeks ago. When the tech came to set me up he said it would be easier to install a cable modem rather than run a line to my STB and it wouldn't cost any extra. I said fine.

What I didn't realise was the accounts stuff up this would lead to. First, if you have a cable modem you end up with two different accounts instead of the one if you use the STB. This meant that all the activation stuff I had been sent was useless. The tech had said it would take a couple of hours before I could activate the account so after three hours I gave it a go with the info I had. Of course it didn't work so called the helpdesk. After half an hour on hold I got through to a support guy who explained I needed a new account to be set up as my details had come through to a primary system but for some reason had not made it to the secondary system which is used to register my connection. So he set one up on the fly which got me connected.

NTL then sent me two letters, which arrived on the same day, with both the old and the new activation details. It also seems that they had got my name wrong on the new account. I phoned up again to get my name fixed and to check if which set of info was right should I need it. Sure enough the old info was rubbish.

Today I just got my TV bill. It had on it an additional £7 charge per month for an Analogue STB. Well I only have a digital STB so I phoned up. Another long wait. The nice girl I finally got through to was happy the remove the charge and told me this happens because I had a cable modem installed. It seemed quite normal to her - the fact that I had been over charged in the first place didn't seem to bother her to much.

Conclusion: If the cable tech asked to put in a Cable Modem say no. If you really want a cable modem make sure you ask for it in advance.

To top it all the NTL support guy who set up my new account told me that NTL was moving to a new accounts system in a couple of months that would allow one account regardless of the equipment you have. So the possibility for future stuff ups is endless. I'm learning to check my bills very carefully - suggest you all do the same.

[samuelnw53]

Have not had family pack for over 1 year now but on my latest bill they have charged me for it ,plus an extra set top box ,i don't even have any set top box as i bave a modem they were going to take £130 out on dd but being disabled and on benefits i can't afford this ,the result they disconnected me and say i must pay and it will be sorted out on next bill

[Neil]

Originally Posted by samuelnw53

Have not had family pack for over 1 year now but on my latest bill they have charged me for it ,plus an extra set top box ,i don't even have any set top box as i bave a modem they were going to take £130 out on dd but being disabled and on benefits i can't afford this ,the result they disconnected me and say i must pay and it will be sorted out on next bill

That is just scandalous......