Hi there,
This post might turn into a bit of a saga but please bear with me!
Four weeks ago I called NTL customer services and explained that I wished to move my services from my old to my new address. I had already checked the NTL website and it indicated that I could have service at my new address. I'd also noticed that a property accross the road from my new house has a brown NTL box on the front of their house.
I went through the standard process and an appointment was arranged for an engineer to come out and provide a phone line, digital TV and broadband. The appointment was exactly two weeks from the day I called.
Two weeks later and I was at home waiting for my morning appointment. I made a call to customer services to confirm an engineer was going to be coming (as I'd received no correspondence) and I was advised that no appointment had been made. I was put through to the home move department who informed me that I needed to fill in a way-leave form before service could be provided. I asked the obious "why didn't you send me the form in the two weeks since I called?" but a satisfactory answer wasn't forthcoming. I was assured that the relevant form would be put in the post and should be there in two to three days.
Over a week passed and no form so I made another call to customer services. This was Saturday last week. The chap I spoke to apologised for the problems and advised me that he couldn't book an appointment because I needed a way-leave form (apparently due to access issues). I explained that between my house and the footpath is all my property and that it might be flagging up the need for a way-leave because the four houses along from me all share a private drive slightly away from the road. He said that as I owned the land up to the road I shouldn't need a wayleave and that he'd put all this down and pass this to the home move team who unfortunately weren't in until Monday.
Monday came and went with no call so when I had some time this morning I called NTL again. As there was a 30 minute wait for the home move department the guy I spoke to said he'd call me back after his break when he'd got through to them. True to his world he called me back but to my dismay he told me that my property was not serviceable. I asked for more information on this and he said that NTL had applied to the local council for permission to provide service to me and this had been denied. I asked if he could tell me the reason that this had been denied but was told that this was restricted information. Having become very frustrated by this point I ended up putting the phone down because the guy I was talking to was obviously not interested in helping.
I'm now left feeling very bemused and frustrated as I could've had a BT line and a broadband service up and running by now if I hadn't persisted in wanting NTL.
Does anyone have any advice on what I might be able to do to get service or should I bite the bullet and sign up for BT?
To just fill you in a little more - my house is on a residential estate built in 1995 - my house is set back about 30 feet from the road and I have a lawn and then a couple of rows of slabs at the front of the house. About 15 feet down the pavement from me there is an NTL manhole cover. My house comes under the jurisdiction of Charnwood Borough Council in Leicestershire.
Any help appreciated,
Cheers,
Ben
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Serious headache moving home with NTL - some advice please.
