ntl are breaking the law

[donnacheltenham]

on the 15th of september i decided to have ntl , phone broadband and tv , all for 30 pounds great. on the 20th yesterday they sent out an engineer he put the tv on and then the broadband, then went to put the phone on., he came back and said there is no room in the box to plug me in for the phone, he said they need to upgrade the box with more wiring, and then he said they already new that i couldnt go on the phon as it was on the sheet he gave me, he advised me to ring the following morning , i rang them to get a cocky girl nastily telling me its tough i cant have the phone service and that i would have to now pay them 45 pounds for the two services as it is only discounted with the phone as a package, i went blood red in anger and told the to shove the lot up there **** and that i want my 25 pound back they took of my card in advance, she said i wont get it back and theres nothing she can do, anyway they have completly misled me into taking a package they cant suply and to ad to insult try and charge me more, this should be completly illigal and they shouldnt be able to get away with it , does anyone know who i can report this to and how to go about things, the worst customer service in the world im sure, help

Originally Posted by donnacheltenham

on the 15th of september i decided to have ntl , phone broadband and tv , all for 30 pounds great. on the 20th yesterday they sent out an engineer he put the tv on and then the broadband, then went to put the phone on., he came back and said there is no room in the box to plug me in for the phone, he said they need to upgrade the box with more wiring, and then he said they already new that i couldnt go on the phon as it was on the sheet he gave me, he advised me to ring the following morning , i rang them to get a cocky girl nastily telling me its tough i cant have the phone service and that i would have to now pay them 45 pounds for the two services as it is only discounted with the phone as a package, i went blood red in anger and told the to shove the lot up there **** and that i want my 25 pound back they took of my card in advance, she said i wont get it back and theres nothing she can do, anyway they have completly misled me into taking a package they cant suply and to ad to insult try and charge me more, this should be completly illigal and they shouldnt be able to get away with it , does anyone know who i can report this to and how to go about things, the worst customer service in the world im sure, help

Hi and

The Mods and Admins who run this site have a good relationship with NTL and can help you. One of the Mods or Admins will be along soon to help you.

[Russ]

Originally Posted by donnacheltenham

on the 15th of september i decided to have ntl , phone broadband and tv , all for 30 pounds great. on the 20th yesterday they sent out an engineer he put the tv on and then the broadband, then went to put the phone on., he came back and said there is no room in the box to plug me in for the phone, he said they need to upgrade the box with more wiring, and then he said they already new that i couldnt go on the phon as it was on the sheet he gave me, he advised me to ring the following morning , i rang them to get a cocky girl nastily telling me its tough i cant have the phone service and that i would have to now pay them 45 pounds for the two services as it is only discounted with the phone as a package, i went blood red in anger and told the to shove the lot up there **** and that i want my 25 pound back they took of my card in advance, she said i wont get it back and theres nothing she can do, anyway they have completly misled me into taking a package they cant suply and to ad to insult try and charge me more, this should be completly illigal and they shouldnt be able to get away with it , does anyone know who i can report this to and how to go about things, the worst customer service in the world im sure, help

Yep

Send me your full name, address, daytime contact number and account number and I'll email my ntl contact tonight

[Nedkelly]

I can not belive that a cab is full .We sometimes have to go out for installs and remove the dead lines and report this back to our manager who gets the cab status changed.Fingers crossed you get it sorted

[jumbo159]

Sorry to hear about your troubles.
If NTL pulled their finger out, they might be able to start providing a VOIP alternative for their own customers. Then we wont need the copper pair at all, and hopefully get rid of the line rental that ensconces itself in the TV package. But at present, the POTS seems to be inexplicably handcuffed to the telly. Good luck!

[sollp]

Originally Posted by Nedkelly

I can not belive that a cab is full .We sometimes have to go out for installs and remove the dead lines and report this back to our manager who gets the cab status changed.Fingers crossed you get it sorted

Go into some areas Ned and the are cabinets are bursting, mainly the Telco side. Basically they have to wait until a customer disconnects in these cabinets and the new customers can then take that pair. This is what should happen in this case and also they should be charged the offer of 3 for £30:00 even though they can't provide the service for the phone.

Ntl will not upgrade these cabinets for the odd 1 or 2 customers that want to connect when there isn't any spare capacity in the cabs.

---------- Post added at 20:32 ---------- Previous post was at 20:28 ----------

Originally Posted by jumbo159

Sorry to hear about your troubles.
If NTL pulled their finger out, they might be able to start providing a VOIP alternative for their own customers. Then we wont need the copper pair at all, and hopefully get rid of the line rental that ensconces itself in the TV package. But at present, the POTS seems to be inexplicably handcuffed to the telly. Good luck!

Thats what most Telco companies will want to aim for, so both the existing copper and CATV cables can both be utilised for VOIP and Digi TV ect, in BT's case it will obviously be the one copper pair to your house.

[PS1]

Its daft you were told you had to pay£45 without the telephone as ntl now offer a 2 for 20 package(digi and bb £20 a month).
This is a very popular package at the moment mainly with students who all have mobile phones anyway and dont want to be paying a penny more than they have to.

[popper]

Originally Posted by jumbo159

Sorry to hear about your troubles.
If NTL pulled their finger out, they might be able to start providing a VOIP alternative for their own customers. Then we wont need the copper pair at all, and hopefully get rid of the line rental that ensconces itself in the TV package. But at present, the POTS seems to be inexplicably handcuffed to the telly. Good luck!

im assuming the copper pair at least in my part of wythenshawe is cat5 grade, at least to my house, so it could be used for the 50meg_services they are trialing id assume, just get the spare twisted pair and bung an RJ45 box/connector on both ends, thats a good use for it anyway and it saves ntl cost and us users problems with new pulls/holes etc.

donnacheltenham ; your well within your rights to cancel, the question is do you want to try and stay with ntl in which case the 2for20 is what they should offer you AND some incentive to smooth things along.

so the question is, do you want to stay or go, to go keep in mind do not just rely on phone calls to ntl, you must cover yourself by also writting to the address on the back of the bill useing registered post so you can then prove that you did cancel.

if you get offered something to stay , also tell them to confirm that in writting too just incase you need it later after they mess up the billing (they will....).

[Stu038]

Originally Posted by Nedkelly

I can not belive that a cab is full .We sometimes have to go out for installs and remove the dead lines and report this back to our manager who gets the cab status changed.Fingers crossed you get it sorted

Lack of foresight unfortunatly mate, some areas not that far to your south were only built for 75% penetration

[jumbo159]

Originally Posted by popper

im assuming the copper pair at least in my part of wythenshawe is cat5 grade, at least to my house, so it could be used for the 50meg_services they are trialing id assume, just get the spare twisted pair and bung an RJ45 box/connector on both ends, thats a good use for it anyway and it saves ntl cost and us users problems with new pulls/holes etc.

You're right, but only if there are spares, which in this thread there are not
NTL are trialling ADSL2+ over the twisted pair in some areas, (and i think it only requires 1 pair, not 2), but put the physical medium aside, and get down to the apps. However it's delivered, i think its about time it all went over IP. BT's 21CN's is fast approaching (if you're not on a DACS!)

[lostandconfused]

firstly you have a 30 day money back guarentee so you can cancel with no cost,
slso there is an offer where you can get broadband and tv for £20 per month, just call CS and ask for that offer and they can apply it

Originally Posted by sollp

Go into some areas Ned and the are cabinets are bursting, mainly the Telco side. Basically they have to wait until a customer disconnects in these cabinets and the new customers can then take that pair. This is what should happen in this case and also they should be charged the offer of 3 for £30:00 even though they can't provide the service for the phone.

Ntl will not upgrade these cabinets for the odd 1 or 2 customers that want to connect when there isn't any spare capacity in the cabs.

---------- Post added at 20:32 ---------- Previous post was at 20:28 ----------




Thats what most Telco companies will want to aim for, so both the existing copper and CATV cables can both be utilised for VOIP and Digi TV ect, in BT's case it will obviously be the one copper pair to your house.

I dont believe what you are saying not literally ofcourse.
So, you are saying that it is ok for NTL to offer three services, only have the capacity to provide two, but charge you for three?
Total mis selling imo, NTL trying to rip people off again.
They really are the pits, if they dont have enough capacity to provide what you pay for they shouldnt charge you, quite simple really, and if they do, cancel your contract on the grounds of fraud and contact your local trading standards.

[Ollig]

<<on the 15th of september i decided to have ntl , phone broadband and tv , all for 30 pounds great. ETC!>>

Ha! ..... I was told by NTL that as an existing customer that I could have Broadband 1mb for 8.99 per month forever! ... without changing my phone or tv packages.
I questioned it about 3 times and was told that I*would* get the Broadband for that price.
They came & fitted the Broadband up .... and guess what? ..... They put me on a phone package that I didn't want as well!!
I kept telling them that I use Skype for all of my calls & I only need a landline for emergencies.
They insist that I shouldn't have been offered what I had been offered ..... and that the person who offered it is no longer employed by them.
Great! Fine!
I didn't get offered any solution except to pay up for what *they* say I had asked for.

[lostandconfused]

Originally Posted by arcamalpha2004

I dont believe what you are saying not literally ofcourse.
So, you are saying that it is ok for NTL to offer three services, only have the capacity to provide two, but charge you for three?
Total mis selling imo, NTL trying to rip people off again.
They really are the pits, if they dont have enough capacity to provide what you pay for they shouldnt charge you, quite simple really, and if they do, cancel your contract on the grounds of fraud and contact your local trading standards.

the problem is you could have been getting the phone line for free as you were talking the other services, the sales people dont know if there is capacity in the street they can only check if the area is servicable.

therefore while it is unfortunate that ntl cant provide a telephone line at this time if you were getting it free which you would be if you are having TV how can you expect to get it cheaper?

although as ive said before you do have a 30 day money back guarentee if you want to canel

[sollp]

Originally Posted by arcamalpha2004

I dont believe what you are saying not literally ofcourse.
So, you are saying that it is ok for NTL to offer three services, only have the capacity to provide two, but charge you for three?
Total mis selling imo, NTL trying to rip people off again.
They really are the pits, if they dont have enough capacity to provide what you pay for they shouldnt charge you, quite simple really, and if they do, cancel your contract on the grounds of fraud and contact your local trading standards.

I'm not saying that never did, i said that in some cases in may be the case that a customer wouldn't be able to be connected to the phone service because of no spare capacity in some cabinets. In these situations, the customer just wanting the phone service would have to wait for spares to become available. In the example of the Triple play service I would imagine that the customer would have to do without the phone service, OR you wouldn't receive the whole offer,(this is said in my opinion not officially NTL's).

So don't go saying that NTL are doing based on my opinion, as i'm not fully aware of what happens in these situations for the triple play.