How to disconnect?

[KeriT]

Hello all

I've just been reading through some of the posts about complaining and disconnecting from NTL with a growing sense of dread. I was warned off NTL when I moved into this area, but as BT couldn't get their act together I thought I'd give them a go - the salesman suggested a 30 day trial as I wasn't sure. Anyway, I wasn't too impressed so cancelled well within the 30 days. Phoned last Friday to check why I hadn't got a final bill, and was told they had no record of that call to disconnect, and I had to phone back today to speak to someone else. Phoned today, but was told that the 30 days expired last Friday, so it was now too late to cancel the contract!

Haven't paid them anything yet, but really don't want to end up with debt collectors chasing me. Was in tears after spending 3 hours on the telephone to them this morning - just sooo frustrating. Anyway, I have done as they requested and written to their complaints people in Manchester, but having read some of the other stories I'm not holding my breath.

Does anyone have any advice??
Thanks so much
KeriT

[SnoopZ]

You have to give them 30days notice in writing. It's best to send this recorded delivery. I'm sure someone will be along who can advise further soon.

Why give a company a go when everyone warned you about them?

Not much you can do now unless you can prove you gave notice!

Sorry

[MovedGoalPosts]

A classic case of did you or didn't you try to cancel. I'm not saying your dind't try, but it's how to prove it. Perhaps your phone bill is itemised so you can at least prove you did make a phone call to ntl, when you say you did?

Did you act on the basis you'd cancelled by arranging alternative suppliers, or are you still using your ntl services? The latter would imply that you wern't so convinced about cancellation.

[KeriT]

well I gave them a go because at the time there was no BT line so the alternative was no phone. Thankfully BT did eventually sort out a line for me so I went back to them 2 weeks ago.

Thanks loads for the suggestion about the call being on my itemised bill. I called back to try this and spoke to a different person and amazingly this time she found the note of my original call to cancel the contract - it hadnt been actioned, but at least they had the proof that I had called so the fault was definitely theirs. No idea how she found it when 5 previous people hadn't?? Anyway, I think she is wonderful (of course I'll wait til I get it in writing before celebrating properly).

So I think my advice to anyone else is keep trying as there are a few good members of staff out there!

[claret]

why are they so bad at cancelling???

I had exactly the same thing that i had never spoken to retentions, when i cancelled over a month ago, but finally i got it sorted, and i am now free of all there services at last

They are using excuses about moving offices, training new staff, and even the merger of telewest..