12hours? Pffft

[NTL_Sux]

Originally Posted by lostandconfused

i work for ntl and TBH i could give two hoots what you believe.

I am truly sorry for you.
I wouldn't be able to work for them.
Luckily for me, I'm able to pick and choose who I work with, or for, and do.

Now, please read the thread properly. Other of your colleagues have already come unstuck by posting what they 'think' I've said. This may be why ntl make so many mistakes.

Until this time last year, I used to defend ntl's service when I saw threads like this (not in this forum) because I figured it was fair that, as I was enjoying a good service, I should present the counter side of the argument.

Read what I've put up with and tell me I'm being unfair now. That's why I took this name. I think I've been more than patient, and more than fair.

I'm really not worried whether you, or anyone, else takes me seriously.
But being an ntl customer is now a very serious, if not sad, matter.
I hope I'm helping to warn potential customers of what really lies behind ntl's advertising spin (and a 'customer charter' that's just being blatantly flouted) and what potential customers can really expect once they've handed over their money.
I hope all goes well for them and they don't have to go through what I have.
I acknowledge some don't have problems.
I wish I was still one of them.

Merely by making your post you have proved that actually, you do give two hoots.

Thank you for your love and participation.


[edit: One other thing, the faults engineer? Dealing with complaints? Yes. That's what they do. I didn't say who told me. That wasn't my source. He was just showing me the list of calls he'd been told to do in the morning because he was so late getting to me. And, for info, when I called to make the appointment, I quite clearly said twice when asked, that I would be in all day and the time was irrelevant to me. It was the ntl operator who insisted it should be in the morning. How bout recognising that people are cross because of your systems and do something to CHANGE them. Then you can chatter on all you want about how great your employer is and how wrong I, your customer, am.]

[NTL_Sux]

Unfortunately the ntl contact I spoke to on Saturday (yet again very helpful and pleasant, and called me back when she said she would, btw) spoke to the department who issued the letter threatening legal action / bailiffs this morning but was unable to convince them of the need to give me either a correction to the letter, acknowledging that the matter had been resolved and that the letter should not have been sent out or referred to any legal representatives or debt collection agencies, nor an apology.
I was less surprised than she.

[NTL_Sux]

Got a new letter today, again on an ntl letterhead.

This one gives instructions on how I should access broadband when their engineer calls to install it.

I've been an ntl broadband customer for years.
It was a problem with their damn broadband that began this stupidity.

[NTL_Sux]

Virgin Media engineer called today.
To install the modem ntl installed 3 weeks ago.
I even called them to make sure they understood that they'd installed it and that they didn't have to send anyone else out.
TWICE.
Nice to know Virgin are able to continue offering the same level of stupidity.

[NTL_Sux]

Well, well, well, well.
For all those who insisted that my complaint is unique and that I was in the minority and that the majority of ntl customers were satisfied ,and generally happy, little bunnies;

Over the years, cable customers have suffered from poor service - summed up in the huge number of complaints to a website called "NTHell" - and poor value.

That appeared on the BBC News website today.
I guess it isn't unique, and that I wasn't really in the minority after all.

I suppose that now ntl/Virgin Media will HAVE to sit up and stop ignoring its customers.
I am glad to have been able to help you all in some small way.
However, I will be long gone and with the 'competition', coz ntl has had enough of my patience, time and money already.

Good luck, Sir Richard.
You're gonna need it on this one!

[savvychels]

Yeah - that would be this site - now renamed Cable Forum (just go check out http://www.nthellworld.co.uk and click the links to the forums and you'll find yourself back here.)

[AntiSilence]

Originally Posted by relegationmateri

It's always the way when you point out NTL's many many faults.

Not everybody has problems with them you know. I've never had a problem, and I've been with them since 98/99. In fact, when we moved to this house and transferred the services, the installation engineer phoned me up on the day of installation (booked for the afternoon) and asked me if they could come round at about 10.30am to do the installation. Nice.

Secondly, about a month ago, the TV box died. Phoned them up, and two days later an engineer came out with a new one and changed it. Sorted.

But some people do seem to get major problems with them.

[gragrauk]

Originally Posted by AntiSilence

Not everybody has problems with them you know. I've never had a problem, and I've been with them since 98/99. In fact, when we moved to this house and transferred the services, the installation engineer phoned me up on the day of installation (booked for the afternoon) and asked me if they could come round at about 10.30am to do the installation. Nice.

Secondly, about a month ago, the TV box died. Phoned them up, and two days later an engineer came out with a new one and changed it. Sorted.

But some people do seem to get major problems with them.

I agree. We've been with NTL (Now VM) on and off since about 1989. I say on and off due to living in non-cable areas at times. We have had nothing but good, trouble free service. Just waiting for our V+ service to be installed in 2 weeks. Fingers crossed!!!

[NTL_Sux]

1) Thanks, and yes, I realise this site is the phoenix of NTHell.

2) If you read the thread you'll find out I was the same as you, sticking up for ntl, until just over a year ago.

Just received a Virgin Media invoice in today.
I've been billed for the "L" size T.V. package.
I used to have the basic (free) t.v. package (I never watch it).
However, I am especially interested in this invoice as I discontinued ALL t.v. services with them last year and they've even just removed my set-top box and installed a modem because of it (despite telling me they didn't need to do this... never mind; read the thread if you're that interested).

Been holding on the phone now for 15 minutes to report it. If they're true to form it'll be another 15 minutes minimum before I even get an answer and then another 30 minutes explaining who I am, my current status and why I'm calliing this time. Then they'll say "Ohhhhh I see, let me see if I can help get this sorted out for you", go away and set up some other package I don't want and in another month I'll have to go through the whole process again.

So yeh, I guess you're right, they're the most efficient supplier ever.

NOT !

[alferret]

It’s funny to see all the NTL\VM fan boys jumping up & down stamping their feet in this thread.

NTL_Sux
I applaud you for your calmness during these incidents, if it were me I would be the total opposite.
It is disgusting the way a company the size of NTL\VM can and does treat customers such as yourself. There are far too many sycophants ready to jump onboard to try and gain points with this site\NTL\VM by having a go at someone with a very genuine grievance.
Maybe if the shoe\STB were on the other foot\TV they would be more sympathetic to your tale.

It is also deplorable the PM you received from Paul M, (yes I know I’m a few months late on commenting on this as I have just come across this thread) and your 2 point infraction. I’m wondering if someone would be kind enough as to point me to a link to show how this “totting up” system works.

I didn’t see anywhere in the previous post’s or any since that you incited a riot, called somebody a name, pointed to an individual and blamed them for anything other than the problems you were having and that was with NTL\VM. We all know who eats the nuts.

I hope everything works out the way you want it to.

BTW for the record I receive BB & Phone from VM and on the whole I’m\were very happy with the service.

[NTL_Sux]

Cheers Al.

Likewise; It's nice to see someone who gathered the facts before making (what I deem to be) a lucid, rational, and correct, assessment.

If ntl/Virgin Media had a similar approach to yours, maybe the 30,000 disgruntled "customers" who left them in the month leading up to Virgin's take-over would not have felt the need to. Everyone makes mistakes. No getting away from it. If I felt they were being corrected, and lessons being learned, I wouldn't have even thought about switching. Now, I wouldn't switch back if they offered to pay me ten times their subscription fee. I would still end up paying out more to be their customer.

We should have legislation so that companies like ntl/Virgin Media cannot advertise how much their services cost without including the extra, invisible, costs of waiting for hours on the telephone waiting for them, or the days spent indoors off work waiting for people who don't show up or do the wrong job when they do, and the costs which we their customers incur trying to correct their mistake when they over-charge us!
I did not agree to pay any of these extra charges but I've incurred them all merely because I signed up to become their customer a few years ago.

In ntl's 'customer charter' it says that anyone who does not feel satisfied with the way that their problem has been dealt with can ask to speak to a manager. Technically, this is extremely accurate; I asked five times over the last year and still haven't managed to speak to one.
In fairness, it only says we can ask.
Nowehere does it say we might ever achieve it.

What scares me the most is the scale of ineptitude. This isn't all about a single issue, although it started out as one. I doubt there's anything left in their Q & A manual which I haven't been put through.




Last week I had a letter from the ntl/Virgin Media Sales Director. Basically he thought I might like to know how lucky I was to be his customer. I don't normally even read these things (it's just 'snail-spam') but, on this occasion, I wrote back; I like to help people and he might benefit from planning an early career move before it's forced upon him.

I mentioned how he might be better diverting the money he spends on promoting such drivel into improving his customer service and help to save a tree at the same time.
Thinking about it I should have also included a definition of 'service', but that's hindsight for you.

I am glad for all those who receive, and benefit from receiving, service from VM.
I also sincerely hope that you do not one day have to contact them to put something right or that, if you do, it is solved instantly. If it should start to drag on, don't be like me and think, "Oh, it's just a quirk and one last, final call will probably fix it." A year later you may be starting your own thread here and passing on your experience to other potential new "customers" (or 'cable-bait').

[ lol @ the nuts crack. ]