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Originally Posted by Rob C
There may be an address, but from what I've seen on the forum, anyone awaiting an email response to a general addy (as opposed to a specific person), can have a very long wait. Do support by phone - that's how ntl have set themselves up.
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There is an email contact buried in the ntlworld site - don't ask me where, I found it more or less by chance. Re the long wait, not true; I got a response next day. Unfortunately, they then never lived up to their promise of someone contacting me within 24 hours.
Having had first hand experience (enough for a lifetime!) of ntl customer support over the last month, I'd summarise it as follows.
1) Forget the email support; as I mentioned above it's all promise and no action.
2) Snail mail support. At least a week before they respond (both by letter and phone), so not much use if you want a rapid response. As the problem was solved by then, I'm can't say whether or not they would have done any good.
3) Telephone. Unfortunately this is the only practical recourse. I have to admit that the wait time is much improved over the past hour-long waits; 3 to 5 minutes in my recent experience. Unfortunately, it's all downhill after that.
a) You need the patience of a saint and the hide of a rhino because by the end of the first week they'll have you frothing at the mouth and chewing the carpet with their broken promises and habit of not returning phone calls.
b) At this point, threaten to cancel everything and move to Sky and BT and be prepared to carry out your threat. This course of action should not be necessary but, in my experience, it's the only thing that works with ntl. Sad but true.
c) You will now find yourself up to your eyeballs in ntl engineers. This is partly because one part of ntl obviously never talks to any other part, so nobody knows who promised what, where and when. Be patient. You can have many enjoyable chats with the engineers about the shortcomings of ntl. Also, ntl engineers always seem to be given the wrong information by their management about what the job entails so, half the time, their visit is a waste of time. I was half expecting to be asked whether I had a problem with something like blocked drains at one stage.
d) You will finally be in the happy, but exhausted, state of having had the problem solved.
e) Be prepared to ignore any engineers who turn up a week after the job has been completed.
f) Start browsing the Sky, BT, Tiscali etc sites in preparation for your next run in with ntl CS.
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