Mum's cable internet cancellation woes

[Arrrggghhh!]

Dear All

Apologies if this is in the wrong place, but I'm a newbie here, and having just been passed from pillar to post by NTL customer services, would appreciate some advice.

My Mum has an NTL phone line and cable Internet, but she wants to cancel the internet. I've done the usual thing: called up to cancel late last year, been on hold for 50 minutes, etc. Was told the cancellation was underway, and have sent in the letter. Over 5 weeks later, the Internet connection is still there.

I called 150 last week, and was told there was a note on Mum's account saying the cut off date should by 23rd Febuary.

However, I called again today and was told they had no way of knowing when the cut-off date would be, or if it had been actioned . They give me a 0800 customer relations number to call. One the various days I've tried, this is either engaged, or has a constant "line not reachable" type tone.

Can anyone suggest a way to esculate this? I've tried politely explaining the situation to 150, but they simply put me through to the 0800 number, and I get the engaged or "line dead" tone, have to hang up and start all over again.

This is stressing my Mum out, and me also :-)

Thanks in advance :-)

[Chris W]

what part of the country are you in?

[Arrrggghhh!]

Thanks for the welcome

We are in Nottingham...

[Neil]

Originally Posted by Arrrggghhh!

Dear All

Apologies if this is in the wrong place, but I'm a newbie here, and having just been passed from pillar to post by NTL customer services, would appreciate some advice.

It's nice to know that some things don't change-that is ntl 'telephone ping-pong (AKA CS-BS) at it's best.

Originally Posted by Arrrggghhh!

My Mum has an NTL phone line and cable Internet, but she wants to cancel the internet. I've done the usual thing: called up to cancel late last year, been on hold for 50 minutes, etc. Was told the cancellation was underway, and have sent in the letter. Over 5 weeks later, the Internet connection is still there.

Sounds about right.

Originally Posted by Arrrggghhh!

I called 150 last week, and was told there was a note on Mum's account saying the cut off date should by 23rd Febuary.

However, I called again today and was told they had no way of knowing when the cut-off date would be, or if it had been actioned . They give me a 0800 customer relations number to call. One the various days I've tried, this is either engaged, or has a constant "line not reachable" type tone.

All sounds very ntl thus far I'm afraid.

Originally Posted by Arrrggghhh!

Can anyone suggest a way to esculate this? I've tried politely explaining the situation to 150, but they simply put me through to the 0800 number, and I get the engaged or "line dead" tone, have to hang up and start all over again.

This is stressing my Mum out, and me also :-)

Thanks in advance :-)

The way to get it sorted is to contact on of the people listed here, & ask them why they employ the monkeys that have dealt with your calls.

to the site from me too.

[paulyoung666]

Originally Posted by Neil

& ask them why they employ the monkeys that have dealt with your calls.

to the site from me too.

haway neil , hopefully our resident monkeybreath will be able to sort this mess out for you

[scrotnig]

Originally Posted by Neil

The way to get it sorted is to contact on of the people listed here, & ask them why they employ the monkeys that have dealt with your calls.

Careful here neil, we've been down this road before.

In the vast majority of cases where something like this is going on, it's because the staff concerned have been instructed to deal with certain calls in a certain way.

That remains inexcusable, but the fault does not always lie with the person taking the call. They are often simply following instructions.

[Neil]

I have been very specific in referring to the associcates that dealt with the OP's phone calls.

Originally Posted by Neil

The way to get it sorted is to contact on of the people listed here, & ask them why they employ the monkeys that have dealt with your calls.

I have said it before, & I (have to) say it again-when I refer to monkeys/idiots that deal with things in ntl, I am referring to the ones that are monkeys & are idiots, & not any of the associates that post here.

Let's face it, if there weren't idiots & monkeys causing these problems for customers, we wouldn't be here.

Please-understand what I am saying, I mean no offence to anyone on the site.

[paulyoung666]

Originally Posted by Neil

I have been very specific in referring to the associcates that dealt with the OP's phone calls.



I have said it before, & I (have to) say it again-when I refer to monkeys/idiots that deal with things in ntl, I am referring to the ones that are monkeys & are idiots, & not any of the associates that post here.

Let's face it, if there weren't idiots & monkeys causing these problems for customers, we wouldn't be here.

Please-understand what I am saying, I mean no offence to anyone on the site.

am i really chastising one of the mods in public

[Neil]

Originally Posted by paulyoung666

am i really chastising one of the mods in public

It's cool Paul, you made a point & I responded to it.

No offence meant or taken.

[scrotnig]

Originally Posted by Neil

I have been very specific in referring to the associcates that dealt with the OP's phone calls.



I have said it before, & I (have to) say it again-when I refer to monkeys/idiots that deal with things in ntl, I am referring to the ones that are monkeys & are idiots, & not any of the associates that post here.

Let's face it, if there weren't idiots & monkeys causing these problems for customers, we wouldn't be here.

Please-understand what I am saying, I mean no offence to anyone on the site.

I'm not taking offence Neil and I think you know that I wouldn't.
However, I feel you've missed my point a little. What I'm getting at is that in some cases, staff who appear to give bad customer service in some way are doing so because they are following an instruction given to them by a manager. Sometimes managers say 'I don't care how bad you feel about doing this, I am telling you to do it'. In such cases it's unfair to call the individual a monkey, he or she is just doing as they are told.

Some will argue that such a person should refuse on principle. The problem with that is, who is then going to pay the bills? Some people are only interested in their wages (which I suppose is fair enough) and therefore are quite happy just doing as they are told. Blame the managers in such cases, not the staff.

Not everyone is a drama queen like me and has a tizzy fit and a big stroppy huff when asked to do something they aren't comfortable with.

[Chris W]

<-

did someone say monkey?!!? unfortunately i can't help with this one... i'm a tech monkey not a customer service monkey

[Arrrggghhh!]

Just wanted to say thank you to all those who replied - a refreshingly friendly forum I also appreciate the passion with which some people reply - its nice to know we aren't alone in our frustration!


I've had a message from someone on here who apparently "has connections" at NTL, and has made some enquiries on my behalf - so many thanks to them.

I'll let you know what the outcome is.

Best Wishes

Originally Posted by Arrrggghhh!

Just wanted to say thank you to all those who replied - a refreshingly friendly forum I also appreciate the passion with which some people reply - its nice to know we aren't alone in our frustration!


I've had a message from someone on here who apparently "has connections" at NTL, and has made some enquiries on my behalf - so many thanks to them.

I'll let you know what the outcome is.

Best Wishes

yes, please let us know how you get on

[Arrrggghhh!]

Hi again

Just wanted to give you all an update on the above problems.

It's now nearly a week later, and the internet connection is still on! This wouldn't be so bad if they had decided to stop billing us for this service, but I bet that'll be rolling in to my Mum's any time soon

Someone on here very kindly emailed me directly and said they'd look in to this for me, and that it would be sorted out. Sadly I can't seem to find their contact details so can't email them again for more advice and an update.

If someone "on the inside" has made some enquiries on my behalf, how long would it normally take for things to be sorted?

At the moment, it looks like I'm going to have to go down the on-hold for 50 minutes route again, unless anyone has a better idea? Someone suggested I should try writing/emailing certain directors at NTL - realistically, who would be the best people to approach with this one?

Again, very best wishes

[Neil]

Don't say you weren't warned....

Get in touch with Duffy or Hussain, & get them to sdort this ridiculous mess out.

(Contact details are in the link I gave earlier)