Moving to a new house in an old street

[elminster]

Can anyone tell me why reconnection after moving with takes many weeks, nearly 3 weeks after first trying to register our move? We have just moved to a brand new house but built in a old street. So all the other house there seem to be elligable for cable, I have yet to survey my new neighbours as to who has what.

There is a green box over the road, I will have to go look it might be BT I guess. And I can actually stand on a man hole cover mark 'Cable' and jump into my new driveway. And the house was built with ducting under the drive so it won't need digging up.

We could only give 1 weeks notice because thats when we exchanged but that was nearly 3 weeks ago now. Although they lost our details anyway, so we gave them again but the person that took our details after telling us they were lost seemed to have forgotten to record these. So after 3 attempts we finally managed to register the fact we are moving the day after we moved!

Then because our postcode does not appear in the postcode database yet (was added by Royal Mail last week) they sent out an Engineer, unfortuanely they sent them to the wrong town. Finally they got the correct town and have told us it could be weeks maybe months before they could reconnect us.

We were even told by one person that if we need it in a hurry we should go to ADSL and SKY!!! I actually like NTL when it works I don't want to use some one else. And checked on the website and BT can only provide up to 1MB service due to distance from exchange.

We have been NTL customers for more than 3 years and are quite happy with the package and now NTL Moving department are telling we might as well go use some other provider as they won't be able to reconnect us for a while.

Whats going on? Don't people want customer loyalty. It would seem to me it would be quicker to get our neighbour connect to NTL and run a piece of 10ft coax from his living room to ours! Or am I just being unreasonable?

Ah feels good to get out my frustrations

[elminster]

Would seem to be caused by the old not enough capacitancy issue, which is fair enough but they should have been able to tell us that weeks ago.

I'm suspious the interfaces and workflow between the various systems is done by someone sending someone else an email or them picking up the phone, which would be why everytime we talk to customer services it either gets lost or done with the wrong details. The billing name is still wrong after 4 attempts to change it, given up now. And I got removed from the authorised people on the account, only my wife is authorised now, although according to NTL I was never on it and I have to get my wife to write a letter, which is what we did the first time round before I got 'lost' from the system again.

A call to customer services often results in my wife shouting down the phone and then in tears.

But I really like the NTL product, and the staff are normally very pleasant but only about 1 in 4 people can actually help if the answer is not part of their help scripts. So I guess we make a rod for our own back.

[Nemesis]

Elminster,
Sorry to hear about your problems, please read your PM's
Simon