National Customer Liason Centre (complaints)

[chickendippers]

There was a big hooharr about this when it was revealed that hundreds of customer's contact details were wrong in the emergency services database, so this doesn't surprise me.

At the time Virgin Media said they were working on it, so I don't think there's much you can do.

[Jocelyn Harper]

Re my incorrect address in the Phone Book. I have rung ntl Customer Services so many times and nothing has been done although I am told they 'will try'. Yesterday the lady on the helpline (called Kate) said she had never heard of two separate names being entered in the phone book for the same number!! Although two people live in the house and use the same phone!! One person's address is correct, the other (mine) is incorrect!

I have lost count of the number of phone calls, emails and letters! Help!!

]

---------- Post added at 15:48 ---------- Previous post was at 15:42 ----------

I have rung Customer Services so many times and nothing has been done. Most of the Operators say they will look into it and try to help but nothing is ever done.

I have lost count of the number of phone calls, emails and letters!
Help!!
J A Harper

[colin-bennett]

Originally Posted by Jocelyn Harper

Could someone please tell me how to get my address corrected in the Phone Book. Since changing to ntl in April 2000 my address has been printed incorrectly although I have lived at the same address since 1976!
BT refuse to alter it although they can see it is incorrect. All to do with Data Protection as I am an ntl customer.
ntl have not replied to one letter, telephone call or email since I first told them about this in 2001.
How can I get someone at ntl to listen to me and to deal with this as BT will not alter it until told to by ntl!!
I have sent another letter to Swansea (Recorded Delivery) but no reply yet.

Thanks
Frustrated ntl customer
J A Harper

Not really part of this thread;

However cust care can deal with this.

If the cust care rep can not deal please please do ask to speak to a team manager.

There are processes which allow the changes you require. Its just a matter of getting the cust care rep to realise this.

This is not a BT issue it is down to VM to make the changes as BT just take the info from VM.

Hope this helps

[TenderLoin]

I think I got contacted by one of the NCLC, i guess is from Newcastle though, to try to help resolve my flat isn't on the database even though there is a life telewest line in it, causing me problem to move my account from previous address.

She was very friendly and genuinely tried very hard but after over 3 MONTHS, numerous messages to the sales/spotters/database department but no one seems to response to her request on my behalf. I finally have to give up.

Now sadly I have to move to BT with their sub-standard internet+TV and even worse CS. The engineer just come in and took over the Telewest box, all sorted in 15 minutes. At least that is one good thing from BT I suppose.

[hedgie]

I have had a catalogue of issues with billing and service over the last ten years, no one at Nynex, Cable & Wireless, NTL has ever managed to sort it. This year I have phoned in three times and noticed a real change in attitude. People have actually listened to me and acted on what I have said rather than simply read a script.

The root of my problem was apparently I had a different postcode on the "billing screen and the front screen " , this was preventign me be offered the appropriate discounts. At one point last year I was told "you dont even have broadband according to our records!"

I dont know who I spoke to other than she had a Welsh accent, but the level of knowledge and confidence was a different league to anything experienced before and since then I have been offered discounts on my bill and package upgrades.

Just my observations.....