ntl complaints procedures.

[broadbandking]

Welcome, so whats actually happened, I never had a issue I pay by direct debit and have never missed a payment, would you be so kind to explain whats happen and not just have a rant.

[MrNotVeryHappy]

yes of course I can give some details.

I signed up to Virgin and as part of the sign up I opted for Direct Debit and gave my details. There security questions always verified that I had signed up to pay by DD, but they had no DD details on the system. I received a late payment letter to which I called about and gave them my DD details again. Once agin they failed to collect, and so I gave them the DD details again. This happened again. I asked why they failed to set it up each time and no one could answer this. I asked if they wished me to re-check the details and the person said this would not be neccessary. My wife then started getting harrassing phone calls to say that I was not paying the Bill. They were charging me Late payment fees plus additional charges for NOT paying by DD etc. I wish to add that I am a Premier banking customer with more than sufficient funds to pay for my services.

Also, my installation went as follows:
- They did not bring a card during the install so no TV. They could not get the braodband working so no broadband. They did have the telephone working. It took a few days to get a card. It took about 5 hours of support calls over the next few days before I finally told them what was wrong with the broadband, and it was due to them not delivering all of the equipment. After a couple of weeks the telephone stopped working (but probably not their fault and engineer was very good). They tried to charge me £10 to send me out the equipment that they did not bring out the first time. I was later told how lucky I was that they refuned the fees for not having service and delivery charges (see above) etc.

I only want an easy life, and Virgin is far from this ideal. They are definitley OUT as soon as the contract is up.

If one person reads this and decides to go elsewhere, I feel that I have saved them a LOT of agro.

The strange thing is ... their equipment works quite well, they just have exceptionally lousy people / service. Perhaps during this economic down turn they will be able to off load these people and restock with some quality staff.

[Kopaloo]

Hard to believe?? Customer Services from the dark ages!!

When I Requested how to make a complaint I was told to go on line.Its almost impossible and not exactly user friendly.

Presently awaiting two management callbacks- One promised within the hour!!!! Last night
was without internet for nearly 12 weeks until I employed an IT engineer who immediately diagnoised a an cable link problem!!!

I have been told that unless you continue to contact NTL will assume its been fixed.

Equally with my TV freezing. Although in this case I was deducted 50% of the cost after telling them I had got through half of the film. Almost laughable

Does anyone know a number I can call where it is possible to speak with a manager who has some authority to make a co-ordinated and rational response to problems!!!!

Many thanks

[MovedGoalPosts]

to Cable Forum

You've bumped a fairly old thread. It's not clear from your post what the current issue of concern is - a broadband fault which occured way back when, or a TV freexing issue, or is this something new that you were trying to get a call back on.

Often you get more sense from Virgin Media if you contact during the day rather than evenings. Daytimes there are some UK based call centres instead of Indian support, the latter of which are often found wanting.

[Kopaloo]

Thanks for the advice.Will give it a bash

Head and brick wall are words that spring to mind.

Cheers