NTL's incompentcy matched by their own arrogance!

[bomberbrown]

I cancelled my NTL subscription (unreliable STB, no BB, call centres farmed abroad and the final nail in the proverbial coffin was the 0845 charge for customer services and we all know why they went down the 0845 route) back in mid June with well enough notice for 30 days.

Will they accept this? No!

They (NTL) keep sending me bills and reminders and refuse to respond to any of my emails and I simply refuse to call their 0845 number out of principle. I have emailed them that they may call me on several numbers in order to discuss it all but all I've ever got is stupid automated responses - not a human in sight!

My opinion of NTL has now plummeted!!! The 0845 number switch IMHO was commercial suicide! I think they're feeling the pinch of the exodus.

My advice - Get a FreeView Box!

[scrotnig]

Originally Posted by bomberbrown

My opinion of NTL has now plummeted!!! The 0845 number switch IMHO was commercial suicide! I think they're feeling the pinch of the exodus.

My advice - Get a FreeView Box!

My advice - Understand that the fact that you are cancelling does not mean there is an exodus, it simply means, um, you are cancelling.

I suspect the number of customers who will actually cancel due to the 0845 number is insignificant in terms of the overall customer base and the benefits to both the finances and the service levels of not using a free number. RFree numbers just encourage people to ring in with frivolous stuff, including old ladies wanting a chat. Then you get big queues because there aren't enough staff to handle the call volumes. Then you have to employ more staff to cope, then you have to put the prices up to pay for them, etc etc.

[AntiSilence]

None of the channels I watch are available on FreeView.

As for cancelling (if I were going to) I'd send them a letter via Special Delivery with the required 30 days notice (keeping a copy, and track the letter on the Royal Mail site to make sure it's been delivered) explaining that I'm cancelling and will be cancelling the direct debit (if applicable) in 30 days time. If they carry on sending bills, that's their problem. If they then get debt collectors in, I'd tell them the same. And if they want to take it to court, then so be it.

[scrotnig]

Originally Posted by AntiSilence

None of the channels I watch are available on FreeView.

As for cancelling (if I were going to) I'd send them a letter via Special Delivery with the required 30 days notice (keeping a copy, and track the letter on the Royal Mail site to make sure it's been delivered) explaining that I'm cancelling and will be cancelling the direct debit (if applicable) in 30 days time. If they carry on sending bills, that's their problem. If they then get debt collectors in, I'd tell them the same. And if they want to take it to court, then so be it.

Heh heh, you've obviously never had a company do this to you.

Consider, especially at your age, that you may require a mortgage at some point. Not if you've been screwed by debt collectors you won't!

The whole 'take me to court' thing is fine until you try it.

Be prepared to give up at least half of your annual leave from work, and that's before you even start.

[AntiSilence]

You don't know me very well!

At the end of the day, if you've given the required 30 days notice (and can prove it) and they chose to ignore it, then I'd be prepared to fight it. Even if it meant court and possible credit problems in the future.

Originally Posted by scrotnig

Heh heh, you've obviously never had a company do this to you.

Consider, especially at your age, that you may require a mortgage at some point. Not if you've been screwed by debt collectors you won't!

The whole 'take me to court' thing is fine until you try it.

Be prepared to give up at least half of your annual leave from work, and that's before you even start.

i think you missed the point this issue would never get to court as the defenant has a let, a receipt and tracking number as proof that he supplied ufficient notice as per the ntl legally binding contract states.

ntl would not have a leg to stand on, oh we didnt get the letter they may say, well this tracking number and signature from royalmail says otherwise.

but the customer is still in contract, customers shows copy of contract that is sent at start of agreement with ntl showing subscription for at least 12 months prior to letter.

when the customer is right i very much doubt it will go to court as once it gets to a debt collector, they seek legaladvice, go to otelo and ntl get into trouble

[bomberbrown]

Originally Posted by xathras

i think you missed the point this issue would never get to court as the defenant has a let, a receipt and tracking number as proof that he supplied ufficient notice as per the ntl legally binding contract states.

Has this what its really come down to? Having to conduct business with NTL in a manner of legality?

All this just smites of new bullying tactics by NTL, with them simply ignoring your request to terminate the contract on the date that you have given, and then threatening you with bad credit rating.

---------- Post added at 09:53 ---------- Previous post was at 09:12 ----------

Give credit where its due.

I just come off the phone from two very helpful NTL CS people. There was a problem with the disconnection which hopefully will be sorted out and they did acknowledge my cessation request from back in June so that scuppered my big conspiracy theory.

With any luck it should all even itself out (billing wise) over the next month or so.

My point, and gripe with NTL is that I have been with them for nearly seven years and the only time I have ever had to call them is to tell them there is a fault with their network, be it telephone or TV. I simply do not buy into the concept that by charging for support calls it makes the numptys think twice about calling CS and this in some way benefits the genuine support callers.

Back in June I was on hold for over 15 minutes which just re-inforced my cynicism over the switch to 0845.

And yes, I am bitter because on the whole, NTL is very good value for money (yes the service is shonky now and then) and I've had to abandon them over my principles about them introducing the 0845 number.

Any, rant over. I better get on with some work.

must companies are a pain to be honest when it comes to cancelling, but ntl seem to be the worst I have come across.

Please remember that NTL will send information to Equifax and Equiran if you don't pay your bill on a monthly basis, if this information is incorrect i.e. you disconnected but been bill after cancellation, you can write to them and provide a correction notice, you will need to provide samples and evidence for this to be done.

After working as a student advisor 2 years ago, i came across lots of students with problems with ntl, 90% of them have up to date payments, and misguided promises from ntl

[Gareth]

Originally Posted by bomberbrown

Has this what its really come down to? Having to conduct business with NTL in a manner of legality?

In all fairness, I conduct business with any company in this manner - call me paranoid but I prefer to be able to back up my case easily and without having to stress over things should there be any problem further down the line. For the cost of sending a letter registered delivery, it's worth it.

Oh, like xathras says, I've had to use this evidence in the past and it stops any potential problems at the very first hurdle. It didn't stop me from getting a mortgage not too long ago either

[tony 125]

you think NTL.TELEWEST are bad give sky a call and stay on hold for 87 mins and get a nice chap from india called kevin or keith who asked questions of a list and says hows the rain were you are.... nice chap but no help then says try a s/w download whan all you want is a sky dig radio ....agh well it only killed 87mins of my life .........i wonder if i can claim that back.....?