National Customer Liason Centre (complaints)

CountZer0 · 14-09-2007, 09:41

I've just had to speak to the NCLC in Swansea for about the 3rd time. I won't go into the details of the complaint - they were all resolved satisfactorily.

The point of this thread is to give you all a bit of useful info (if you don't know already) before Virgin send me the cease and desist order.

I have the direct number for NCLC published on my blog and the lady I spoke to said that this number was private and I have to remove it. I said I'd be happy to if they send me a written request from their management or lawyers.

Until then here's the number: [Edit Rob - removed]

That's the direct number for the NCLC. No holding, no waiting. If you have a complaint and normal customer services routes don't work, call the NCLC.
But please don't abuse them. The few times I've needed to call the NCLC staff have been very helpful and have always sorted things out - unlike the normal CS staff.

If publishing this number is against CableForum terms then feel free to remove it.

On the subject of the NCLC...

Their preferred method of complaint is letter which you send to Swansea. These letters are opened by someone in Swansea, boxed up and sent to India where someone un-boxes them and enters the information onto the complaints database. at which point Swansea can then deal with the complaint.
Usually takes about 18days to get onto the system.

Does this strike anyone as particularly wasteful?

14-09-2007, 09:45

1. I would remove the number as you have been told that it private.
2. Glad you got your problem sorted.
3. If you are refering to ex-ntl customer then yes they are really bad and ex telewest are really good.
4. If they find that the number is been used by customers they will simply change the number

CountZer0 · 14-09-2007, 10:21

Quote:

Originally Posted by darthlinux

1. I would remove the number as you have been told that it private.
2. Glad you got your problem sorted.
3. If you are refering to ex-ntl customer then yes they are really bad and ex telewest are really good.
4. If they find that the number is been used by customers they will simply change the number

The NCLC is great. Customer service, since NTL took over, is horendous. I'm ex-Telewest and have never had problems with them but NTL/Virgin are the pits.

As for removing the number from my website - If they make a reasonable request in writing I will be happy to.

MovedGoalPosts · 14-09-2007, 10:39

I've removed the number. Given that you have been asked not to publicise it on your own web site. and it's not something that VM publicise, it's innappropriate for here.

CountZer0 · 14-09-2007, 11:58

Quote:

Originally Posted by Rob

I've removed the number. Given that you have been asked not to publicise it on your own web site. and it's not something that VM publicise, it's innappropriate for here.

Bit harsh to be honest. Unless it's directly against the CF terms I am free to publish the number until and unless I receive a formal request from VM to remove it.
I have not received a formal request

My website is in my sig but CF censors the last word

14-09-2007, 13:14

like I said you shouldnt give the numba out and if u r asked by a lady in the nclc not to that is direct from vm as she works for vm and admin i think this thread should be closed no need for this thread really

lostandconfused · 14-09-2007, 15:59

also you are only shooting yourself in the foot there.

If they started getting hundreds of calls through to that number, they would just change it. Then what seems like a very valuable resourse for you is gone.

If virgin media wanted everyone to know about that number they would have at least put it on their website

CountZer0 · 14-09-2007, 16:05

If Virgin didn't want their customers to know it they wouldn't give it out when you ask them.

CS gave me this number when I asked how I can speak to the complaints department - they never mentioned it's private.

And a formal request doesn't come from the nice lady on the phone - it comes from Management or lawyers.
They never mentioned it when they called back so as far as I'm concerned it's all good.

The NCLC are the only department I've ever spoken to in VM who can actually get anything done.

If you want to lock this thread go ahead, I'm sure everyone who needs the number has it now and will finally be able to get their months long problems sorted out.

sprattgraham · 14-09-2007, 16:06

It's not that hard to get through all you do is call head office and ask for High Level complaints.

Toto · 14-09-2007, 16:34

Quote:

Originally Posted by CountZer0

If Virgin didn't want their customers to know it they wouldn't give it out when you ask them.

CS gave me this number when I asked how I can speak to the complaints department - they never mentioned it's private.

And a formal request doesn't come from the nice lady on the phone - it comes from Management or lawyers.
They never mentioned it when they called back so as far as I'm concerned it's all good.

The NCLC are the only department I've ever spoken to in VM who can actually get anything done.

If you want to lock this thread go ahead, I'm sure everyone who needs the number has it now and will finally be able to get their months long problems sorted out.

No they shouldn't, but if you have found someone who was sympathetic to your problem, and offered YOU a quick way to get the matter resolved, you shouldn't go exploiting that kindness....even if your intentions were well ment.

The MODS here have direct contacts in VM on the clear understanding that they don't go handing out that information to all and sundry, so they were right to remove the number from your post, and mung your signature.

CountZer0 · 15-09-2007, 12:11

Quote:

Originally Posted by Toto

...and mung your signature.

My signature has nothing to do with NTL/Virgin whatsoever - it includes a swear word.

As I've said, if NTL/Virgin don't want the number published then can send a formal request. Until then it stays (it's been online for nearly 6 months) - it's called freedom of the press.

I also have the geographic number that it maps to but I won't release that.

Toto · 15-09-2007, 14:53

Quote:

Originally Posted by CountZer0

My signature has nothing to do with NTL/Virgin whatsoever - it includes a swear word.

As I've said, if NTL/Virgin don't want the number published then can send a formal request. Until then it stays (it's been online for nearly 6 months) - it's called freedom of the press.

I also have the geographic number that it maps to but I won't release that.

LOL, Freedom of the press?

Yoggy · 16-09-2007, 14:24

Can somebody put the number on here please?

http://www.dslzoneuk.net/isp_ratings_vote.php

Jocelyn Harper · 11-01-2008, 13:17

Could someone please tell me how to get my address corrected in the Phone Book. Since changing to ntl in April 2000 my address has been printed incorrectly although I have lived at the same address since 1976!
BT refuse to alter it although they can see it is incorrect. All to do with Data Protection as I am an ntl customer.
ntl have not replied to one letter, telephone call or email since I first told them about this in 2001.
How can I get someone at ntl to listen to me and to deal with this as BT will not alter it until told to by ntl!!
I have sent another letter to Swansea (Recorded Delivery) but no reply yet.

Thanks
Frustrated ntl customer
J A Harper

Stuart · 11-01-2008, 13:21

Quote:

Originally Posted by Jocelyn Harper

Could someone please tell me how to get my address corrected in the Phone Book. Since changing to ntl in April 2000 my address has been printed incorrectly although I have lived at the same address since 1976!
BT refuse to alter it although they can see it is incorrect. All to do with Data Protection as I am an ntl customer.
ntl have not replied to one letter, telephone call or email since I first told them about this in 2001.
How can I get someone at ntl to listen to me and to deal with this as BT will not alter it until told to by ntl!!
I have sent another letter to Swansea (Recorded Delivery) but no reply yet.

Thanks
Frustrated ntl customer
J A Harper

Try phoning Customer Services..

to the forum, by the way.