Awful NTL/Virgin Media experience

[Samuela]

My problems with NTL started when I had Broadband installed and in spite of several phone call most of it didn’t get resolved.

I had broadband installed on 15 November 2006. It worked for two days. When I got disconnected, I called NTL and an engineer was sent out to fix the problem. The engineer examined the situation and found out that one of NTL users in the same property must have disconnected me since both active connections were taken by someone else (There were already two NTL users in the property and two separate connections for this.) The engineer was about to disconnect one of NTL users (a paying NTL user!!) and connect me again when I asked him what the problem was. I could not believe that when my broad band was installed, instead of getting a new connection, NTL disconnected someone else in order to could plug me in.

I insisted a splitter was put in so all three of us can have broadband independently since we are all paying for it. This was done although the engineer was not happy to do this.

At the time when I order NTL broadband, I changed my bank details. I did this on line. When a confirmation of my bank details arrived and they were not my new bank details, I called NTL and repeated the change (that was previously set up on line) to one of your customer representatives. I got two further confirmations, all of them with various spelling mistakes in my name but at the time, I was getting more and more frustrated with NTL inefficiency so since the bank account details were finally correct, I decided to leave it.

On 12 December 2006, I noticed I was still being charged to my old account. Moreover, I was charged to my new account as well! I called NTL immediately and was told that indeed they forgot to erase my old details and they charged me from two different accounts at the same time! I was promised a refund of £47.37. I was told I would receive the cheque within ten working days.

It was mid January 2007 and I still didn’t receive the cheque. I phoned NTL and was told that indeed there is a note on my account saying I should receive a cheque but it would take approximately 30 days.

When I called about this for the third time in February 07, I was told NTL cannot issue cheques and I have to call my bank and claim this money under the Direct Debit Indemnity Scheme. (They could’ve told me that at the beginning instead of telling me lies about a cheque). I did so and I got my money back.

But this is still not the end, a few days ago, I received a letter from Moorcroft Debt Recovery Limited saying that my account has an outstanding balance of £45.57. After hours on the phone, I discovered that second broadband account has been generated in December 2006 in my name and that’s what the outstanding balance is for. However since I cancelled DD with my old bank, of course NTL could not charge me any longer so they passed my details onto Moorcroft!!

I have just spent another hour on the phone and after going through Customer Services, Credit Control to Disconnection department, someone hang up on me! So as far as Virgin Media is concerned, I still owe them money! (Although the letter I have is a proof of the fact that they were trying to steal money from me.)

Moreover, when I got Broadband, NTL were offering half price broadband for first three months for all customers who ordered broadband on line. I am still waiting for this. When I complained, I was promised a refund of £26.98. Instead my last Broadband bill shows 3 monthly payments for the same month and total of £34.81 to pay!

I could continue but I really don’t want to waste any more time on this company – I will be switching to BT as soon as I get my money back!

[NTLVictim]

Too many cooks..when are the many systems due to be amalgamated?

[cybernetic_tiger]

We often have issues with the installs contractors stealing pairs for new customers and when the faults team get a call an engineer is dispatched only to find that there is nowhere to connect to in the cab.

When will big companies learn that contractors are not always the best in these situations as they often have no real concern for the business or the customers. They just have a job to do as quickly as possible. Obviously this does not apply to all contractors just some.

Some of the billing platforms are already merged however there is still a long way to go!!

[NTLVictim]

It will save a lot of ag on all sides..any idea of the timeframe? My last bill was VM.

[AndyCambs]

I'm confused - is this one address with separate broadband accounts?

[newguy]

I agree with the below. Where I work the same does happen as some times the work gets subbied out again after it has been done so the 1st time.
No doubt VM are still having teething problems which no doubt they will get over. According to a news article I read just yesterday on this cable news they shall be offering 20 meg broadband in May/June of this year. No doubt this dilema which is going on between VM and sky is causing problems. Having said that, now that offcom are involved can only be a good thing for customers in general who are missing their fav chanells.

Originally Posted by cybernetic_tiger

We often have issues with the installs contractors stealing pairs for new customers and when the faults team get a call an engineer is dispatched only to find that there is nowhere to connect to in the cab.

When will big companies learn that contractors are not always the best in these situations as they often have no real concern for the business or the customers. They just have a job to do as quickly as possible. Obviously this does not apply to all contractors just some.

Some of the billing platforms are already merged however there is still a long way to go!!

[Samuela]

Originally Posted by AndyCambs

I'm confused - is this one address with separate broadband accounts?

Hi,
yes, that's correct. I had two broadband accounts under same name and same address. I didn't even know about the second one until I received a letter from Moorcroft who were chasing me for £45.57.

I am now so fed up that I want to cancel broadband all toghether. Virgin Media have cancelled my second account and notified Moorcroft that I don't owe them anything, this month's bill is £0.00 and I'll carry over £9.00 in credit into next month. (this is for their mistakes on my last broadband bill). If I calculated it correctly, with required 30 days notice, I should have broadband with no payment (on my credit) until 18 April so what I am attempting to do is to cancel my contract on 18 April.

I am dreading the cancellation process, I was already told I cannot cancel until October 2007 because of their 12 months policy but their service is unnaceptable and my policy is that I want to receive service I pay for and with everything that went on that's clearly not the case.....

[Mr Clean]

I don't think after all that aggro they'll try holding you to the 12 Month contract. If they do, just cancel the Direct Debit and tell them to sue you. Just keep all records of the 'service' you received thus far

Retentions will normally let you out of the contract after such troubles, or just offer you a deal you won't really want to refuse to stay with them.

[Samuela]

Originally Posted by jamgood

I don't think after all that aggro they'll try holding you to the 12 Month contract. If they do, just cancel the Direct Debit and tell them to sue you. Just keep all records of the 'service' you received thus far

Retentions will normally let you out of the contract after such troubles, or just offer you a deal you won't really want to refuse to stay with them.

I've already cancelled my Direct debit! :-) I can't get through to cancellations so I think I'll do it in writing... I am moving next month anyway and we have BT in the new flat so won't have to deal with them again...

[NTLVictim]

Warn the poor sods who are moving in!