NTL New customer!!!

[angry@ntl-taff]

hello not used this site for a while lol...

Okay this is the problem we lost our service just after last christmas due to there automated billing system loosing our account. The only way we could get reconnected was as new customers.

Soo we waited the 2 mnths and were succesfully reconnected as new customers with a new account.

Ntl did not and do not recieve as i understand any old hardware(modem) on closure of an account..(CS informed me off this today)

TBH i should have dealt with this when we were reinstated 6 mnths ago, but was just happy to be reconnected. (we reconnected with our originall hardware).

I rang CS today only to be told tht there is no fault with our existing modem so i could only have new modem at the cost of £150. So u see this is thing surely as we were made new customers we should have been entitled to new hardware as well. Just like a New Customer who has never used NTL for internet access, so they would not have had a modem or a customer who decided to stop there internet account , but lets say 6 mnths later they decided to have the service again and any old hardware was disposed off prior to there new service would also get new hardware(modem). Whats the difference and why wont they give us 1.. I merely want what all new customers are entitled too,..

please help ne1...

[Derek]

Where in the country are you?

[SMHarman]

Whats wrong with the current hardware?

If you are talking about a Cable modem, then the 120 and 200 are really not much different. Both silver, just one has colour coded plugs. The subtly different hardware inside means the new one is slightly better futureproofed, but that does not impact todays operation and the old ones would be swapped out if such improvements were needed.

[angry@ntl-taff]

thx for those quick responses...

i im in wales m8..

I know tht theres not a lot off difference in the modems except for the futureproof bit but thts not the point.

The point is i was made a new customer and as such should have been entitled to new hardware do you not think!!!

[scrotnig]

£150 for a modem?

That's the charge for a set top box, I am 99% certain that's incorrect.

[angry@ntl-taff]

Yeah come too think of it 150 is a bit steep when PC world sell cable modems for under 60.

i am just repeating wot the young lady @ CS told me..(caitlin)

i only want a new modem but dont see why i should have too pay for at all considering my circumstances.

So MArk B u are saying tht maybe the CS representative was confused...

Is it worth me getting in touch again...with CS tht is?

[bob_builder]

Originally Posted by angry@ntl-taff

Ntl did not and do not recieve as i understand any old hardware(modem) on closure of an account..(CS informed me off this today)

But they should...

You are only renting the cable modem, STB, etc. from NTL and it should be returned at the end of the contract.

[angry@ntl-taff]

and thts wot it thought as well until i had all this bother at the start of the year, tht the modem was rented...

I think it may be because its been rented for more than a year after that the produsct is no good to them as they have updated stock...

Which makes me wonder and even more angrier at ntl..

If theyd just bleedin change it then there wouldnt be a problem.. And if it is only rented then i should have there latest product anyway. Cmon NTL its not gonna be long and the damned thing will be placed in a MUSEUM.

[Chris W]

Seems to me the person who is telling you a new cable modem will be £150 is talking tosh...

i premuse you are having a problem with broadband so you spoke to technical support....?

If so, and it is a modem issue, they would have raised an engineer request. The only time when customers pay for this is when they have damaged the cable modem (and the charge is sometimes waived). Even if this is the case, the charge is £50 not £150.

People who have had services for a long time would have bought their own modems, for example a 3com CMX or Tailfin. This will still not result in a charge for an engineer, as they will be given an ntl rental modem free of charge if this is required anyway.

Oh and lastly... the cable modems cost less than a tenner

EDIT:

If theyd just bleedin change it then there wouldnt be a problem.. And if it is only rented then i should have there latest product anyway. Cmon NTL its not gonna be long and the damned thing will be placed in a MUSEUM.

old does not mean bad, i use a 3com CMX and it is great

[angry@ntl-taff]

SHEESH...SHEESH...

thx m8 less than a tenner eh!

Sry but u premised wrong.. I dont have a problem with my BB connection in fact i'd say its damned good but coulod be better with a newer modem....My problem lies with ntl who always seem to be obstructive!!!

I MERELY WANT MY ISP TO UPDATE MY 2 YRS OLD RENTAL MODEM...AND WAS TOLD I COULD HAVE 1 BUT IT WOULD COST £150. ? HEREIN MY PROBLEM OCCURS.

also if u read the start of the post u find out tht i have been treated as an existing customer even though i was made a new customer because of and automated billing error.

[angry@ntl-taff]

hmm this post is offering up a load of other issues...

Not only NTL wont honour there error and treat me as a NEW CUSTOMER to the fullest. But they lie about costs to put me off and were rude on the phone which made the conversation a little irrate to say the least which resulted in them discontinuing the call....

Then i find out the true cost of MODEMS and tht its RENTED .

I think its maybe time to email OFCOM because they have had a history with being rude to us and making constant errors..

There internet is great but there Staff are sad.....in my opinion so far!!!

[Derek]

If you are in Wales you can PM me your account details and I'll check into this for you.

Something sounds a bit strange about it all.

[Chris W]

There internet is great but there Staff are sad.....in my opinion so far!!!

careful! i am close to revoking the offer i was going to make to have a look at this for you.... i am a "sad" member of staff after all.

and also please don't shout in your previous post... not necessary...

That aside, why will your connection be better with a new modem? Even the oldest 3com modems can handle the connection as well as the newest ambit 200 modems. Please justify why you need (note need, not want) a new modem.

PM me with some details (postcode and house number/ modem mac address / public ip address/ home phone number anything like that will do) and i will have a look into what has been happening.

[scrotnig]

Ok I think a couple of issues need clearing up here.

Replacement modems aren't £150, they are £50 as far as I know.

However...when you connect to ntl, there is no guarantee of 'brand new' equipment. Most cable TV customers get reconditioned set top boxes. With ntl you are buying the service, not the actual modem. If there's an existing modem in situ and it can provide the service properly, then that's what ntl will do.

If the service is actually faulty then they should send out an engineer (if required) to investigate and possibly replace the modem IF it is found to be at fault.

However, if you just THINK the service would be better with a new modem, then it will cost you £50 to have a new one fitted, as ntl will deem that there is no service requirement to replace the modem, and it's therefore an 'elective' replacement.

Hope that clears everything up.

[almac]

Are you having a laugh ? You expect ntl to come along and upgrade your perfectly fine modem for free because you beleive it will be better You have one that works fine so stop having a go at ntl for for taking the p out you when its obvious your doing the same to them expecting things for nothing. By the way my cars 2 years old now should i contact seat and tell them they should upgrade it for free ? What makes you so special compared to all the other ntl customers who some have even older working modems than you ?