How to cancel ntl services?

[Martyn H]

Originally Posted by andynation

After my ordeal I like to think that there is a special place reserved in hell for the ntl management team.

That special place is called 'Earth.'

[repose]

Originally Posted by andynation

After my ordeal I like to think that there is a special place reserved in hell for the ntl management team.

Yes there is, you can be certain of that. It exists & it's probably refered to as:
N T HELL




Thanks for keeping us posted with the result of your 'trial by ordeal' & giving us the two addresses which are pretty much all you have to show for it.

Originally Posted by Behemoth

Hi Repose...
Rather spookily, a few minutes after my last posting I received a copy of the Which? report on broadband ISPs in pdf format. It is interesting for anyone considering a switch.

Ok slightly besides the point, but I happen to subscribe to Which? (twice, because a database error has resulted in two copies of the magazine being sent every month), where did the PDF file you mention come from?

[stu2405]

Same for me to but i have now got to cancel.

I used this number so it did not matter how long i was on the phone and it is through to customer relations.

0800 0529403

Originally Posted by stu2405

Same for me to but i have now got to cancel.

I used this number so it did not matter how long i was on the phone and it is through to customer relations.

0800 0529403

That number is the retentions number?
Why anyone would want to grill you because you want to leave is beyond me, here we have a company that is now backed by virgin, millions of customers, but when one calls to cancel they are interrogated, they are put through the mill, they are sworn at, to get around the issue of protecting the cs members identity I would suggest numbers instead of names, so a caller would be greeted by something along the lines of " Hello welcome to NTL you are today speaking to customer service representative number 123456 how can I help you? "
That protects the cs member, but also it gives the customer some feedback should there be any issues.
And the cs rep would be required to give this number out with the managers doing the jobs they are meant to do by following up any issues.

[Behemoth]

Originally Posted by repose

Ok slightly beside the point, but I happen to subscribe to Which? (twice, because a database error has resulted in two copies of the magazine being sent every month), where did the PDF file you mention come from?

It's the article which was in Computer Which? rather than the full report in Which? magazine. Incidentally did you read the report and notice which was the only ISP they suggested avoiding because it was so bad?

---------- Post added at 11:16 ---------- Previous post was at 10:58 ----------

Originally Posted by stu2405

Same for me to but i have now got to cancel.

I used this number so it did not matter how long i was on the phone and it is through to customer relations.

0800 0529403

Can I ask you, when you used that number which menu item did you choose? 1 & 2-Moving house puts me in a queue but 3-Leaving NTL tells me to ring back later every time.

Could the fact you are asked to ring back later to cancel a ploy?
I think so, if it isnt is it because they are inundated with calls to cancel?

Originally Posted by Behemoth

Can I ask you, when you used that number which menu item did you choose? 1 & 2-Moving house puts me in a queue but 3-Leaving NTL tells me to ring back later every time.

I just tried it and it works ok for me when I choose option 3, however I was told they are busy and that there is a wait time of upto 20 minutes!

Guess people must be leaving in droves or they got very few staff working there!

[stu2405]

Originally Posted by Behemoth

It's the article which was in Computer Which? rather than the full report in Which? magazine. Incidentally did you read the report and notice which was the only ISP they suggested avoiding because it was so bad?

---------- Post added at 11:16 ---------- Previous post was at 10:58 ----------



Can I ask you, when you used that number which menu item did you choose? 1 & 2-Moving house puts me in a queue but 3-Leaving NTL tells me to ring back later every time.

I called them bang on 9am and got through, waiting for about 3 mins.

[Behemoth]

The story so far. Using the 0800 number I rang six times selecting Option 3- Leaving NTL. Each time I was told to ring back later and couldn't even get in a queue. Seventh time I selected Option 2-Moving Home But Not Transferring Services. I got in a queue and was told it was 30 minutes long. However after 15 minutes I spoke to a very harassed man who took all my details and then put me on hold. He came back to me several minutes later and said he couldn't help me because the computers were down and he didn't know when they would be working again. Poor chap sounded close to tears! He said the best time to ring is dead on 9am.

Incidentally, on one of the occasions I rang yesterday I was put through to a Seal? line. It was the usual NTL recorded message chap but the options were all mysterious technical terms (initials I think), so presumably it's an internal help line of some sort.

[repose]

Originally Posted by Behemoth

... after 15 minutes I spoke to a very harassed man who took all my details and then put me on hold. He came back to me several minutes later and said he couldn't help me because the computers were down and he didn't know when they would be working again. Poor chap sounded close to tears! He said the best time to ring is dead on 9am.

Lets be honest, the poor guy was probably new & still under the mistaken preconception that the were actually hired to assist the customer.

Originally Posted by Behemoth

Incidentally, on one of the occasions I rang yesterday I was put through to a Seal? line. It was the usual NTL recorded message chap but the options were all mysterious technical terms (initials I think), so presumably it's an internal help line of some sort.

It really is no laughing matter but it is so preposterous that I can't help but make the observation:

NTL having reached the capacities of the human psyche to run their ultra-demanding business, no other business model has demanded more from human kind in all the history of all the known universes, are now running trials involving seals to do their custormer support.

This is what you uncovered by chance.

[andynation]

My biggest gripe was that you could only cancel 9-5 on a week day. As the first ntl cs girl told me its tough luck that you have a job "you are now stuck in our catch 22 situation - got a job to pay for ntl, can't cancel your ntl cos you are at work." Again ntl staff charming the pants off a customer - they must have special vindictiveness training camps.

Anyway that all meant long mobile calls. God knows how much it cost me, even 0800 isn't free on a mobile. Still well worth the investment to get out of there.

[repose]

Originally Posted by andynation

My biggest gripe was that you could only cancel 9-5 on a week day. As the first ntl cs girl told me its tough luck that you have a job "you are now stuck in our catch 22 situation - got a job to pay for ntl, can't cancel your ntl cos you are at work."

If true, then for a company of their size & stature, this is in short: pathetic.
Truly, inescapably, dire.

Completely laughable.

What are the contacts who are able to sort things doing about this dire situation? people calling to cancel and basically being given the run around.
Only advice can seem to be to put the cancellation in writing by registered post so someone has to sign for the letter and cancel your dd.
If any hassle from NTL get in immediate touch with trading standards.

[Behemoth]

Latest instalment. This is turning into a blog :-)
Rang CS dead on 9am and immediately spoke to someone in cancellations. In fact, he seemed surprised I'd got through so early! Unfortunately there was no way he was going to cancel my account and we ended up in a Monty Python Argument Sketch situation, with him saying NTL were brilliant and I didn't need to cancel. I stuck to my guns and at 9.05 he said he would have to transfer me to someone else to arrange a cut off date. Then found myself in the queue for 'Home Movers'.
At 9.15 someone answered. He took my details and we agreed a cut-off date. However he said as their computer system was not working properly he couldn't guarantee it would go through and I should ring back in a few days to check! Had quite an interesting chat with this chap who was obviously 200% peed off with NTL and learned quite a lot about the state of play there. The long and short of it is they can't afford sufficient staff or to replace an antique computer system which is out of action more often than working.

[abstract78]

Hi all

I work in manchester customer services. Agents now are told to give out there full name if asked for, they even want you to promote it at beginning of call now. Wait times are high for moves, it may be due to apathy in the department due to job security, but it seems measures have been put in place and average time this week has been approx 15 mins, from 40 mins last week. Customer Relations are being hit very hard, partly due to calls being misdirected to them and high volumes, apparently they are currently recruiting.

Quite right about Virgin, the company hasnt rebranded because a) they have a lot of work to do and b) Richard wont allow it.

One thing im willing for there is 1 billing system. It would make things so much easier for us and the customer. There are currently 4, each with its own process and resolutions. Thats starting soon.

From an internal point of view I have seen things are being shaken up and things are changing, but this isnt going to mean anything to people sitting in a queue for 30 mins trying to do a simple task.

Oh and this is my first post so be gentle with me. I will try and advise to the best of my ability!