Cancelling NTL question

In the 3 years I had BT broadband I had 2 lots of downtime and the connection was stable, when 10mb came out I moved to NTL and instead of 2 lots of downtime in 3 years I get nearer 2 lots of downtime a DAY, a good 40-50 lots of downtime a month

This is clearly unacceptable and I am seriously considering dumping NTL and going back to BT as I need a stable connection for my work

1) Would they cancel me before year is out ?
2) Would they charge me for whole year even though they have been so incompetent ?

Go read this Alfie

[lemarsh]

Slightly off topic of the original question.... but

Any idea of how to cancel NTL? I have rung them for the past 3 days, and have been held in the queue for over an hour once, 30 mins the next time, and so far 13 mins now.

I have tried emailling them, but they just respond and say they do not accept email instructions.

Is this some way of keeping customers, by not allowing them to cancel?

Also, as (in theory) there are no freephone numbers, don't NTL make a small fortune on all these people hanging on the line? Well, at least I am ringing on a freephone number, but most people wont be!

Is there any email or form I can fill in to get rid of NTL?

[orangebird]

Originally Posted by Alfie Moon

In the 3 years I had BT broadband I had 2 lots of downtime and the connection was stable, when 10mb came out I moved to NTL and instead of 2 lots of downtime in 3 years I get nearer 2 lots of downtime a DAY, a good 40-50 lots of downtime a month

This is clearly unacceptable and I am seriously considering dumping NTL and going back to BT as I need a stable connection for my work

1) Would they cancel me before year is out ?
2) Would they charge me for whole year even though they have been so incompetent ?

Have you reported your issues to ntl yet?

---------- Post added at 15:03 ---------- Previous post was at 15:02 ----------

Originally Posted by lemarsh

Slightly off topic of the original question.... but

Any idea of how to cancel NTL? I have rung them for the past 3 days, and have been held in the queue for over an hour once, 30 mins the next time, and so far 13 mins now.

I have tried emailling them, but they just respond and say they do not accept email instructions.

Is this some way of keeping customers, by not allowing them to cancel?

Also, as (in theory) there are no freephone numbers, don't NTL make a small fortune on all these people hanging on the line? Well, at least I am ringing on a freephone number, but most people wont be!

Is there any email or form I can fill in to get rid of NTL?

Write a letter and send it recorded delivery?

[MikeyG]

Originally Posted by lemarsh

Slightly off topic of the original question.... but

Any idea of how to cancel NTL? I have rung them for the past 3 days, and have been held in the queue for over an hour once, 30 mins the next time, and so far 13 mins now.

I have tried emailling them, but they just respond and say they do not accept email instructions.

Is this some way of keeping customers, by not allowing them to cancel?

Also, as (in theory) there are no freephone numbers, don't NTL make a small fortune on all these people hanging on the line? Well, at least I am ringing on a freephone number, but most people wont be!

Is there any email or form I can fill in to get rid of NTL?

I moved out of my student house last month, and decided rather than attempting to give cancellation notice via phone I'd send a letter to their head office via recorded delivery. I cancelled the direct debit after the 30 day notice period too. I did this mainly because of the situation you've described, and numerous bad experiences with the call centre.

Needless to say NTL didn't turn up to retrieve the modem from our house, and I've yet to receive any written confirmation of the account being cancelled.

I'm fully expecting them to kick off once the next Direct Debit payment is issued by NTL and they find out I've cancelled it, which is all the more irritating as I went to so much trouble just to ensure the letter would get there in the first place and that I'd followed their terms (I've even got a receipt of the recorded delivery).

So the letter route is an alternative, although it's equally as frustrating as calling them up I'm afraid.

[fivecups]

Been trying for 2 weeks to get cancelled. Just wait in the queue for impossibly long amounts of time. But I've signed up for BT - I've even paid a ridiculous £125 connection fee, so I am gone from NTL.

I've had them for 5 years and I have to say my broadband has been surperb. The phone worked well, the TV, the remote and the interactive services have always been fairly poor, and lagged behind sky.

Overall, I was quite happy with NTL and considered transferring the services to my new house, so we contacted NTL to see how much that would cost. It has been very difficult to find out so we gave up and signed with BT.

It's almost impossible to cancel our NTL. We cannot get through. If I had wavered about moving from NTL this has cemented my resolve to get as far away from them as possible - and never to go back to them. Its ridiculous that they would do that. 30 minutes in the queue so far, I have actually got through and they then put me back in the queue - what do they think they are doing? From leaving with good memories, I've now gone to hating them.

---------- Post added at 10:06 ---------- Previous post was at 09:27 ----------

Took 57 minutes this morning. The first lady took all my details and then informed me she could not cancel me on her system, despite her being in the home movers section. She put me on to another person and then I was back into the original home movers queue.

When I got through again I had to take the persons name and extension and make them document our moving date on the system. When she had done that I had to tell her that I would forward her name etc. in a written request to NTL and their complaints dept. And unsurprisingly Im now cancelled.