My battle to leave ntl goes on

magpie03 · 09-04-2006, 10:31

This is my personal experience of ntl, and mine alone. There are others who have received good service, and I say "well done" to you. This though, is my tale...

Been with ntl since the mid 90's. Customer Support was superb when it was Diamond Cable, and early ntl days.

Nov 05 - Cancelled TV service to go Sky. BB connection started to drop (has to be coincidence that it was after I gave TV notice, surely...)

Jan / Feb06 - Saw threads on here about dropped connections. Rang CS who kept telling me my machine was at fault, or to turn modem off and on again. Rang TS who said they couldn't find a fault.

Mar06 - Filled in response form on website - got an email saying modem is rebooting every 30 minutes. Rang TS and quoted email - they STILL said no fault.

Rang CS who finally agreed to send engineer. I was very clear that I could not get home before 4pm and CS put note on call out. (Engineer came at 3.20). Phoned CS who tried to get engineer back same day, but he'd left the area. Spoke to faults who could not guarentee same thing would not happen again and couldn't give me a weekend slot. Decided to cancel both phone and BB and go with another provider. Set up appointment with BT engineer to switch phone number.

Apr 06 - Received letter from BT saying ntl have told them I do not wish to proceed with change of provider, therefore appointment cancelled.

Have sorted new appointment as I DO want to proceed, but now BB will terminate BEFORE new phoneline is fitted. And I am into a new month of rental with ntl. Have phoned CS again who cannot check anything regarding the letter to BT as the systems are down until Tuesday.

Opinions anyone on the level of service received...

Simply Gray · 09-04-2006, 11:11

Magpie,

It all seems par for the course given what I have read on this site and others. I sympathise as I too am leaving NTL and am waiting to see how smoothly it goes. My termination date is 5th May and I have arranged for NTL to collect their STB AM on 5th May.

In an attempt to avoid NTL problems, I got BT to provide a new telephone line & number. I then cancelled all NTL services after BT and Homechoice had done their installs. Cancelled through the CS/Retentions route but made a point of confirming the cancellation in writing to the address on the back of the NTL Bill (NTL Group Limited, PO Box 50, Wythenshawe, Manchester M22 0BA). Sent the letter Special Delivery in an attempt to stave off any Billing problems.

My current bill covers the period up to 8 May and will be debited from my bank account of 13 April. I have advised NTL that I will then cancel the DD mandate and that they should contact me direct for anything else that is owed (too many stories of NTL continuing to charge people after they have cancelled with NTL).

So far had three telephone calls from NTL asking why I am cancelling – good job they won’t have my number after 5th May.

Best of luck

magpie03 · 09-04-2006, 11:50

Quote:

Originally Posted by Simply Gray

So far had three telephone calls from NTL asking why I am cancelling

Yep, since putting in the cancellation request I too have had calls from ntl asking why I am leaving, and could I be persuaded to stay. If they had been prepared to listen when I rang in the first place, then I would not be moving.

Maybe something that the CS department could consider as a training point.

Zee · 09-04-2006, 12:18

NTL are ridiculous, i have been having similar problems that you are having with the modem rebooting, this has been happening since October, i've tried and tried with CS they keep saying there is no problem and they won't replace my mode, i've emailed NTL who have said there is a problem and to call technical support who are refusing to change my modem, this is the reason why so many people cancel with NTL because they just don't bother to listen to their customers.

Willc0 · 09-04-2006, 19:30

Watch out, as BT can take 12 days between the activation of a new phone line and setting it up for ADSL.

Frank · 12-04-2006, 17:53

Quote:

Originally Posted by Jack001

NTL are ridiculous, i have been having similar problems that you are having with the modem rebooting, this has been happening since October, i've tried and tried with CS they keep saying there is no problem and they won't replace my modem, i've emailed NTL who have said there is a problem and to call technical support who are refusing to change my modem, this is the reason why so many people cancel with NTL because they just don't bother to listen to their customers.

That sounds familiar, which is why nthellworld was started back in 2000. Same old problems 6 years later eh

Lil Nikki · 26-04-2006, 00:05

I totally agree, I am absolutely fed up of NTL myself, there off more times than there on, a mate of mine came round the other day with her laptop to ask if we could try our modem on there as he computer had blown and the modem she had would no longer work on the laptop, before she came round to ours she rang NTL and explained everything to them and they insisted it was the ports on the laptop that where the problem, turned out it was the modem.

They never listen to their customers anymore and it riles me that they dont because it's the customers they should be listening to, to know how to get the flaming services sorted.

Nikki

Druchii · 26-04-2006, 00:58

Quote:

Originally Posted by Lil Nikki

I totally agree, I am absolutely fed up of NTL myself, there off more times than there on, a mate of mine came round the other day with her laptop to ask if we could try our modem on there as he computer had blown and the modem she had would no longer work on the laptop, before she came round to ours she rang NTL and explained everything to them and they insisted it was the ports on the laptop that where the problem, turned out it was the modem. They never listen to their customers anymore and it riles me that they dont because it's the customers they should be listening to, to know how to get the flaming services sorted. Nikki

Well said, however they assume that the average end user has an average IQ of the number 29 bus...

Lil Nikki · 26-04-2006, 02:07

totally agree with you, do they sit there and use the services as much as we do, no! They provide the services and can't even be bothered to listen to the customers who use the services enough to notice the problems.

It's oh we say you do this if you don't do it then we can't help you, I love it when I can go on the phone to NTL and prove them wrong lol.

Nikki

RamJet · 30-04-2006, 11:55

Quote:

Originally Posted by Frank

That sounds familiar, which is why nthellworld was started back in 2000. Same old problems 6 years later eh

yes . . . . why can't we have NTHELLWORD back again . . . had a much better ring to it than "cableforum"

RJ

nintendo · 04-05-2006, 18:47

you can still post your bad ntl experience in ntlhell forums here :http://forums.ntlhell.co.uk/index.php?act=idx"]http://forums.ntlhell.co.uk/index.php?act=idx

tonecold · 21-05-2006, 01:36

yeah but haven't NTL bought up that site now? as it was being hosted on THEIR servers by one of their customers etc?