Ntl..cr*p painted red? - Page 2

NTLVictim · 13-02-2007, 13:42

If you'd read this thread from the beginning, you would have seen;

"Good evening Jcuk.

Your stb collections dept don't keep contact for a few reasons....
The first is because they are a separate company called Kelly.
Second, their call centre is in India, and they haven't got a clue.
Thirdly, they were told to chase us by Telewest two days after the stb was picked up (31st of October 2006), and they never did contact us through being useless, the first we knew was when my other half opened that nasty and possibly illegal letter.

The Bangalore boneheads were phoned once we'd calmed down enough, and told that the stb had been picked up and when, and they swallowed it without a murmur.

It wasn't Kelly that sent us that letter by the way, it was Telewest in Edinburgh, may they rot and perish.

Bernie McSweeney was emailed by me in a still incandescent state on the 23rd of January 2007 at 22:28.

He emailed me back on the 24th of January 2007 at 11:00, with a promise to look into it.

Since then, silence... I suspect he's been muzzled.

Customer services have had their chance and found to be wanting.
This is now a high level complaint.
Customer services do not deal with high level complaints."

That is the state of play at the moment.

prawncocktail · 13-02-2007, 13:49

Quote:

Originally Posted by NTLVictim

If you'd read this thread from the beginning, you would have seen;

"Good evening Jcuk.

Your stb collections dept don't keep contact for a few reasons....
The first is because they are a separate company called Kelly.
Second, their call centre is in India, and they haven't got a clue.
Thirdly, they were told to chase us by Telewest two days after the stb was picked up (31st of October 2006), and they never did contact us through being useless, the first we knew was when my other half opened that nasty and possibly illegal letter.

The Bangalore boneheads were phoned once we'd calmed down enough, and told that the stb had been picked up and when, and they swallowed it without a murmur.

It wasn't Kelly that sent us that letter by the way, it was Telewest in Edinburgh, may they rot and perish.

Bernie McSweeney was emailed by me in a still incandescent state on the 23rd of January 2007 at 22:28.

He emailed me back on the 24th of January 2007 at 11:00, with a promise to look into it.

Since then, silence... I suspect he's been muzzled.

Customer services have had their chance and found to be wanting.
This is now a high level complaint.
Customer services do not deal with high level complaints."

That is the state of play at the moment.

I have read this thread from the beginning but It had become a bit heated and off topic which is why I asked the 2 simple questions (as your post above doesnt make it particularly clear). To save asking again I will share with you my assumption from this quote,

Quote:

and they swallowed it without a murmur.

I assume from that, that you now have the initial issue resolved, the charge has been removed and any action rescinded.

Shaun

NTLVictim · 13-02-2007, 13:53

" Bernie McSweeney was emailed by me in a still incandescent state on the 23rd of January 2007 at 22:28.

He emailed me back on the 24th of January 2007 at 11:00, with a promise to look into it.

Since then, silence..."

So no.

etccarmageddon · 13-02-2007, 14:04

Quote:

Originally Posted by NTLVictim

..............Bernie McSweeney was emailed by me in a still incandescent state on the 23rd of January 2007 at 22:28.

He emailed me back on the 24th of January 2007 at 11:00, with a promise to look into it.

Since then, silence... I suspect he's been muzzled...

or perhaps made redundant or taken volunary redundancy.

NTLVictim · 13-02-2007, 14:53

They'd be mad if they let him go.

harmonyinfo · 13-02-2007, 15:03

Quote:

Originally Posted by NTLVictim

They'd be mad if they let him go.

Unfortunately that means he has probably been let go.

info4u · 13-02-2007, 21:55

Introduction:
Ex-Staff member for Ntl:Telewest (Telewest Broadband side), Left at my own accord in December.

You will probably find that letter you received was a automatic print off as the computer sees your subscription as ended but the equipment hasnt been returned.
The representatives you would have spoken to are faced with one of 3 options

1) Leave your subscription active meaning you still get services, wether you choose to watch them or not would have to pay for them (Unless a Good Will Guesture is offered)

2) Disconnect your unwanted services to prevent uneccesary complications on future bills and follow your request to end your agreement and arrange for a techinician to collect the equipment (Which is then down to the technicians to ensure it is collected but also agreed at a time with you to be at the property)

3) Chase up technicians. (Only if a pre-existing order is still open, if closed its back to square one, only technicians tend to close orders down unless a customer service rep has been forced to cancel your request in order to follow another special request order)

Because the system doesnt flag up to customer service agents no technician visits or poor collection, they depend on you calling back in.

Easily said to improve their computer systems. however the company pays out millions to have small changes done as it is programmed by 3rd party companies, This money could be better spent in improving other customers active services by introducing new channels, expanding the network, fault fixing with existing known problems etc etc...

Ok so you agreed a date to collect it,

However your account now has no services, which because your broadband had been disconnected a signal is sent to the main system responsible for your broadband email address (Cant remember the name of it) since Technical support used this and I was based in Customer services, but to keep it short, it cuts all your email addreses and connection to the net.

A simple call to Customer Care who will reactivate your subscription and then conact Tech Support for you can get your connection back up and running for you.
Can take up to 1hr maximum, however it took you 20 minutes.

Doesnt make it right for you to go through that dissatisfaction but at least you now know the chain of events that lead to your letter and email loss.

Hope this has helped

NTLVictim · 14-02-2007, 11:57

Thanks Info...I think I know your brother, Phones.

Looking at that procedural detail, no wonder it all goes pear shaped!

What happened to me doesn't quite fit that pattern though, aren't I the lucky one?

The swap over/install SACM was arranged for the 31st of October, but our email accounts disappeared on the 25th, which was when one phone caller wanted to pick up the STB before I said no, our swap over is on the 31st.
Bernie phoned me just after they did and confirmed the STB would be picked up by the installer on the 31st.

Just our email accounts disappeared mind, there was no loss of net access..

The email accounts were back the next day after I spoke to Bernie.

I'm aware that the letter we got was a form letter, but what kind of company sends out a letter like THAT to innocent people?

NTLVictim · 27-02-2007, 09:47

Just had a phone call from a nice lady called Sarah at VM, she's looking into it.

NTLVictim · 27-02-2007, 16:07

Written apology on its way, credit in our account.

NTLVictim · 27-02-2007, 22:01

They can't do anything about the wording on the letter they send out, so we are told. So, when someone vulnerable gets one of them, Virgin may more than one fatality this year.