2Mb for £11.60! ? err...

[Strzelecki]

Ok just noticed I've had a Direct Debit go out today to NTL for £11.60. The only service I have from them is 2Mb, which I though was £24.99 a month? Wish me luck when I phone them tomorrow!

[Derek]

If you have removed or changed any services you might have a partial month credit on the account.

[Strzelecki]

The only change I've had is from 750k to 2Mb, same price so why a new DD? And it's a Debit not a credit, they've taken my money.

[Jon_]

happened to me this mornign to, £9.11 gone out of my account, and i upraded earlier on in the month from 750 to 2mb

My only guess is the 9.11 is for my 750 service from last months payment untill I upgraded, and I will get a payment going out on my upgrade date next month for the 25

that or ntl have messed up on DD's...

[etccarmageddon]

most likely their billing system has a bug in it.

[intalex]

My guess is that the old 750k contract has been terminated, and the "reduced" amount is that for the usage under that old contract until the date of the upgrade. What I am also guessing is that NTL are now starting you on a new 12-month contract for the 2mb line. Looks like you will be stuck with them for the next 12 months then!!!

[Strzelecki]

Ok just spoke to credit control, it's a 'billing system error' yet again. On my normal payment date of the 12th instead of paying £24.99 the system credited me back £13.39 and then took £11.60 yesterday and then £13.39 on my next paymenet date, most likely caused by the upgrades, I have been assured this does not start a new 12 month contract but just continues my existing one. When I queried the Direct Debit Guarantee and not being informed of the new payment, they claimed not to be aware of the 10 days notice rule, as it's only a small amout I can't be arsed to cliam it back but if it happens again I will.

[intalex]

Originally Posted by Strzelecki

I have been assured this does not start a new 12 month contract but just continues my existing one.

Get this in writing, just to be on the safe side!!! NTL are known to be inconsistent with their unwritten policies, and a verbal promise won't be honoured or even acknowledged when NTL's decision-makers decide to change these unwritten policies to cut losses!!!

[john smiffy]

i had same problem they said it was my old dial-up account being reactivated by computor error

[Marge]

Originally Posted by intalex

My guess is that the old 750k contract has been terminated, and the "reduced" amount is that for the usage under that old contract until the date of the upgrade. What I am also guessing is that NTL are now starting you on a new 12-month contract for the 2mb line. Looks like you will be stuck with them for the next 12 months then!!!

So untrue, couldn't be more wrong

[scrotnig]

This has happened to me...I was due to have 27.73 claimed but only 13.92 has been taken for some reason. I upgraded manually last week.
I have no idea why this has happened but I am guessing the remaining amount will roll over to next month, not really a huge issue. I am just intrigued as to why the system has amended the pending direct debit when it wasn't asked to.
__________________

Originally Posted by intalex

Get this in writing, just to be on the safe side!!! NTL are known to be inconsistent with their unwritten policies, and a verbal promise won't be honoured or even acknowledged when NTL's decision-makers decide to change these unwritten policies to cut losses!!!

Upgrades do not start a 12 month contract and you won't get that in writing.

Customer services are there to answer calls not spend ages typing up letters to customers who can't accept what they have been told. They don't have the facility or the authority to write manual letters.

If you really want it in writing then write in the the customer concern team and they will reply in writing.

I had my bill yesterday, I upgraded via the tier upgrade site on 9th March.

I was billed in arrears for 750Kb from 17th Feb to 9th March & for 2Mb from 10th March to 16th March. No problem.

However I was also billed in advance for 2Mb from 17th March to 16th April.

Does anyone know if this is normal & will be adjusted automatically on the next bill, or should i give them a ring?

[scrotnig]

Originally Posted by homealone

I had my bill yesterday, I upgraded via the tier upgrade site on 9th March.

I was billed in arrears for 750Kb from 17th Feb to 9th March & for 2Mb from 10th March to 16th March. No problem.

However I was also billed in advance for 2Mb from 17th March to 16th April.

Does anyone know if this is normal & will be adjusted automatically on the next bill, or should i give them a ring?

We had an incident like that on the test billing runs, it's correct but is caused by how the billing cycle falls in relation to the date of the upgrade.

Despite having it explained to me by IBM I remained non the wiser to be honest. But I'm assured it was correct.

Originally Posted by scrotnig

We had an incident like that on the test billing runs, it's correct but is caused by how the billing cycle falls in relation to the date of the upgrade.

Despite having it explained to me by IBM I remained non the wiser to be honest. But I'm assured it was correct.

thanks, scrotnig, my official billing date is the 10th of each month, so that makes some kind of sense. I'll wait & see what the next bill says. I only noticed because our phone calls are always low, so the bill is virtually the same each month - therefore the extra £24.99 was rather obvious.

[intalex]

Originally Posted by scrotnig

Upgrades do not start a 12 month contract and you won't get that in writing.

Customer services are there to answer calls not spend ages typing up letters to customers who can't accept what they have been told. They don't have the facility or the authority to write manual letters.

If you really want it in writing then write in the the customer concern team and they will reply in writing.

Can't you at least get someone to include a line on the t&c's to say that an upgrade is not accompanied by a new 12-month contract? To simply refuse to offer a verbal promise in writing is hardly acceptable. I talk from a personal experience with NTL whereby one person's verbal promise would not be honoured by another person, and hence it is natural to expect promises in writing once you have seen with your own eyes that verbal promises are rarely honoured.

And to ask a customer to take the initiative by writing to NTL is hardly an incentive to get the customer to upgrade.

It's quite simple - make your verbal promises official, put it up on your web-site. If you want an incentive to do it, then do it to show that NTL aren't really leaving an open channel to con customers in the future. Try and clean up their reputation because they clearly need it.