NTL Customer Services: Your personal experience

[basher]

Last month i contacted NTL about free sky sports free for 12 months and was given it as an existing customer ,
this month i was billed for it , and when i phoned i was told it was not free for existing customers they are liars and thieves not to mention the most incompitant company i have ever dealt with they always lie and fob you off to another department diabolical !!!!!!!

[Russ]

Originally Posted by basher

Last month i contacted NTL about free sky sports free for 12 months and was given it as an existing customer ,
this month i was billed for it , and when i phoned i was told it was not free for existing customers they are liars and thieves not to mention the most incompitant company i have ever dealt with they always lie and fob you off to another department diabolical !!!!!!!

First of all, welcome to the forum

Secondly they are not liars and thieves. Many of them give up their own free time to help customers on this site. There are of course some bad apples in the company but they are definately the minority.

Thirdly I think I know the offer you're referring to and as an existing customer, I took it up. I think you need to have the Family Pack in order to qualify.

If you want me to chase this up and see if you indeed can have it, PM me your full name, address and account number and I'll pass it on to our contact in ntl.

[basher]

[Admin edit] Personal details removed.

[Russ]

OK it's not a good idea to post your personal details on the forum, send them to me via Private Massage instead.

[alodis]

Absolutely awful

Firstly you have to wait for up to an hour, ok its freephone, but i have better things to do you know

Secondly, the staff could not give a t*ss about the customer, when i moved house i got billed double for everything and every month had to call the CS line and every month the cs op assured me they would personally sort out my horrendous billing, "leave it with me mr *****, i'll personaly look into this and make sure its rectified", eight months on and 40 odd phone calls later nothing was rectified, even managers lied through their teeth to me, they just give you a load of bull to get you off the line, for chrissakes, its my money you are debiting incorrectly but do you care , do you heck, im just another moany customer to CS OPS. What do you care if you are taking £100 out of my bank account instead of £50, leaving me with barely enough to live on.... Talking to NTL CS is absolutely pointless, it took me and my partner nearly 6 hours on the phone one sat morn to sort this mess out, at one point i felt like ripping the STB out and taking to the call centre myself and shoving it where the sun dont shine, but that would probably break my T+C's ooooh.....

I have had a mixed bag of experiences with NTL customer services.

Ok as the previous person said, the call is free, but I think I would rather have to pay for the call if it meant the problem was sorted out first time, and I was not promised a call back that just does not happen.

For example, recently I was sent a direct debit form to complete and return, straight forward process you would think, it even said on the form, " complete and return in the enclosed envelope " looking in the envelope I see nothing but fresh air, isnt that annoying or is it just me being picky?
But here is the other side of the coin, I called cs, was told one would be sent out, no apology for not being sent one in the first place! but sure enough, 2 days later one drops through the letterbox.

To round off my thread I want to make a suggestion.
I would hazard a guess that a large proportion of people call cs with an issue that is important to them, and not as some would believe something trivial, imo if someone calls cs its not trivial to them, and that is what matters.
So I would suggest that when a call is in the final stage of completion, the cs staff ask the caller a straight forward yes or no question, " Have I helped you during your call? " a simple yes or no would be suffice.
I would hazard a guess that this would form a good pattern of opinion, and also weed out the " minority " bad cs staff that we are led by people on here who work there believe.
__________________

Originally Posted by cos

Any letters emails etc... send copies to Simon Duffy NTL Head office, Hook, Hampshire at least he can then gauge how your non-service is progressing.

That is great if he actually sees your letter, him personally and not some stopper, otherwise he will not have a clue!

[MrMeldrew]

Originally Posted by Mark W

[offtopic]

popcorn anyone?

wanna with that?

better hurry, the is about to start

or do i mean ?

or perhaps even ?

[/offtopic]

Can anyone tell me why, all i get is a square with a red cross in on that post and no picture? Thanks.

It means the images path no longer exists either because the images have been removed or deleted on the site they were being linked from.

[MrMeldrew]

Thanks. I'm learning a little more each day.

[Scott_Lee67]

Hello again folks

I originally posted back in August of this year regarding shambolic service from NTL following a home move.

I haven't had time to post any further replies as have been working away a lot. I can see however that this thread is still going and NTL's service, or lack of is still a hot topic...

Anyway, following my rant on here about NTL's incompetence in mucking up my home move, I sent off a very detailed complaint to their customer service team. Over a month later I got what I can only describe as a really pathetic response, which did nothing to placate me or restore my faith in NTL.

It looked like all the person from NTL (perporting to be a customer care manager ) did, was to copy and paste a couple of paragraphs from a complaint response template.

At the end of their letter was a paragraph thanking me for bringing the matter to their attention and stating, in so many words, that they learn from their mistakes...

The truth is they have learned absolutely nothing!

On Friday last week I saw an NTL van outside my new neighbours house (the very same house that I used to live in) and they had obviously come to connect the new tenants up. As I was working Friday and Saturday, the first time that I tried to use my telephone was Saturday evening and lo and behold the cretins have done it again! Once again while working in the neighbourhood, they've managed to disconnect my telephone service! This is the 3rd time in a year them muppets have done this and i'm livid to put it mildly.

I managed to get somebody from their emergency line to contact me today and they are coming out tomorrow to rectify it... No doubt they'll be out again on Tuesday because in restoring my service they manage to muck up someone elses!! Grrrr

I'm not happy with NTL and am giving serious consideration to asking them to just cut off all my services so I can take my business elsewhere. Apart from BT (who I refuse to use) who else is there providing telephone and broadband that are worth a go? Also, does anybody know how I can get a complaint to NTL without having to type it out and physically mail it to them?

Any help or advice will be greatfully received

Kind Regards
Scott

[Safeman]

Originally Posted by basher

Last month i contacted NTL about free sky sports free for 12 months and was given it as an existing customer ,
this month i was billed for it , and when i phoned i was told it was not free for existing customers they are liars and thieves not to mention the most incompitant company i have ever dealt with they always lie and fob you off to another department diabolical !!!!!!!

top post m8 i agree with you all the way some of the customer service are ok some of the others they must just pick them off the street and sit them @ a desk

[Scott_Lee67]

Well NTL came out today to see what the problem with my phone is...

As I suspected the clowns disconnected my telephone when they installed services next door.

Apparently my phone was routed through the wall box on next doors house so they just pulled mine out without testing to see if it was live despite the fact it ran along the flippin wall and into my house!! Where do they get these idiots from?

Now I have to go a whole week without a phone as they can't/wont fix it until Saturday next. Tried to call the faults line this afternoon... Stood in a phone box for 20 minutes in the freezing cold waiting to get through only to be cut off.

I gave up at that point and came home...

I just hope that they are going to compensate me for all the mobile calls I am going to have to make...

[56Rimswell]

I can only say that in my opinion NTL's customer services must rank as the worst there is. They cannot get any worse. The staff are rude, arr ogant and disingenuous. So called suopervisors are always unavailable and never call you back. Apparently Simon Duffy has told his staff that they don't have to give their surnames to customers thus making it very difficult if not impossible to identify these rude and incompetent people . Even the staff at customer relations are as rude and arrogant as the staff in CS.

All in all NTL per say are the pits.

[littld]

ntl is a bit wierd.

Customer Service is sometimes very, very good. Sometimes it is poor.

I would say that, from my experience, it is way better this year than it was last year, and last year was better than the year before.

So overall, getting better.

[Visitor]

What Customer Service ? they have them ?

Happily my broadband has been fine for almost a year now without any problem, previously it was bad, and I use to dread phoning TS, the only thing you ever got from them is re-boot your modem, or its not our fault, must be your PC... (It was always a breakdown somewhere)

As for the phone, although I have had many billing problems, cant fault them, they always dealt with the problem and I was always happy with the results, even if there was another problem a month later, always dealt with promptly, always polite, always professional

I would say technically things have improved over the last 10 years vastly, and support have got better less rubber stamp help

Hip Hip !