NTL Broadband Terms & Conditions Moving House? - Page 2

gordk · 24-02-2005, 22:17

Im currently paying 19.99 (special offer) for the 750k broadband service

ian@huth · 24-02-2005, 22:27

Quote:

Originally Posted by gordk

Im currently paying 19.99 (special offer) for the 750k broadband service

You could drop this to the 300k service and save ÃƒÆ’Ã†â€™ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£2 per month. Every little helps.

intalex · 25-02-2005, 08:47

I don't think so! Why fork out ÃƒÆ’Ã†â€™ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£17.99 a month for nothing in return? Can't give in to that.

At this moment in time, this issue is a bit of a grey area. Until you hear about more people facing the same issue, I would just suggest that you write to NTL and give in your 30-days' notice for cancellation on the basis that they cannot supply you with broadband at your new address. It would be a good idea to also enclose a copy of any official document which confirms that you are moving out of your current place.

Do this first, and then over the following 30 days, hopefully you will find a way out. The address i wrote to is:

NTL Customer Relations Team
Hertford House
36 Hertford Street
Coventry
CV1 1LF

I am not entirely sure what they are saying to you over the phone is legal, so in response to your cancellation notice, if they put their words in writing, then you can seek some legal advice from there.

gordk · 25-02-2005, 10:53

OK That's great, I shall give that a go

orangebird · 25-02-2005, 11:05

Is it any wonder ntl are skint?????????????????????????

You signed a 12 month contract. Therefore you should be responsible for the contract for that time. I appreciate that your cannot help the situation yourself, but I would respectfully suggest that you do not sign yourself up to long term contracts on services when you live in rented accomodation, and I would also ask why you think ntl should adjust to the huge loss they willl have incurred just by installing you? Why is the liablity always down to ntl with flaky customers???

also, I wouldn't take the earlier advice of cancelling your dd before getting this resolved. You'll adversely affect your credit rating, which will make things more difficult when you do come back to the UK and want other (credit based) services in the future.

ian@huth · 25-02-2005, 11:24

It is perfectly safe to sign up for long term contracts when living in rented accommodation as long as the contract term is shorter than the length of lease left on your property. Contracts are there to protect both sides and you should read all terms and conditions before agreeing to them.

Neil · 25-02-2005, 11:33

Quote:

Originally Posted by orangebird

Is it any wonder ntl are skint?????????????????????????

You signed a 12 month contract. Therefore you should be responsible for the contract for that time. I appreciate that your cannot help the situation yourself, but I would respectfully suggest that you do not sign yourself up to long term contracts on services when you live in rented accomodation, and I would also ask why you think ntl should adjust to the huge loss they willl have incurred just by installing you? Why is the liablity always down to ntl with flaky customers???

also, I wouldn't take the earlier advice of cancelling your dd before getting this resolved. You'll adversely affect your credit rating, which will make things more difficult when you do come back to the UK and want other (credit based) services in the future.

You can't really argue with that I'm afraid.

cr80123 · 25-02-2005, 11:40

So what happens when somebody moves to a cabled area? Presumably they have to start a new 12 month contract as the old one is with that person specifically at their old address.

intalex · 25-02-2005, 11:43

Think about it this way... if NTL want to enforce the 12-month contract onto customers moving to non-cabled areas, then they should include a clause on their t&c's about it. They can't just not write anything about it and then keep changing their stories all the time. Personally, I had actually been assured by my salesman that "normal procedure" in such a case would be for NTL to transfer your service to your new address, or if it is in a non-cabled aread, to cancel your contract without penalty.

Best thing to do would be to get NTL to put in writing that they are going to charge you despite not being able to supply you with broadband at your new address. Common sense tells you that they won't be able to argue that anywhere in this world!!!

And as for incurring the cost of installing that tiny length of cable along with a wall-socket as part of the installation, I think from a corporate point of view, this is worth the investment anyway. You buy cable and sockets in bulk for peanuts, and the more places you have cabled up (all the way inside the premises), the more readily available you are making your services. I have worked for a wireless broadband service provider before and can tell you that we invested a lotta $$$ on cabling up new buildings in my city along with wireless equipment and I can tell you that we recovered this investment within no time at all.

If the cost of the cable modem is the worry, then NTL can by all means enforce their terms that the customer has to safely send that back to NTL.

I think that if NTL's main businessmen had their way, then I would have thought that they would have cabled up all houses/buildings in broadband-enabled areas all the way indoors in hope that occupiers would opt for readily-available services rather than having to sign up elsewhere and have more wires running in. After all, NTL's broadband connection (in my opinion) is quite good and is reasonably priced as well. It is just the occassional inconsistency with their policies (and the slow-paced ping-pong on their telephone lines) that are out of order.

cr80123 · 25-02-2005, 11:50

And, following the arguement through to its logical conclusion, even if you could get cable at your new address you'd still be responsible for the remainder of the contract on your old address.

ian@huth · 25-02-2005, 11:55

Intalex, you read a contract, you agree its terms, you sign it! THAT is the contract and it includes all the eventualities that you have agreed to. The contract details the conditions on which both parties may cancel it and only those conditions apply. NTL in the past may have allowed customers to leave without penalty if they moved to a non cabled area but they were not obliged to.

intalex · 25-02-2005, 11:55

As far as I'm aware, when they transfer the same cable broadband service to your new address, you just have to see through the remaining period of your contract. However, if you transfer to their ADSL service (NTL Freedom), then I've heard rumours that you have to sign up to a new 12-month contract with them.

cr80123 · 25-02-2005, 11:57

Therefore the contract is with the person, not the address.

danielf · 25-02-2005, 12:00

Just to be sure. Does this new rule apply to BB AND Tele/phone, or just to BB (which they can supply outside cabled areas)? I was under the impression from another thread that NTL do allow you to leave without penalty for tele/phone, but not for BB, but I might be wrong.

If they do allow you to leave tele/phone it puts another spin on the argument imo.

intalex · 25-02-2005, 12:04

If they were not obliged to, then they shouldn't have used that when selling their product in the first place. I'm not blaming the salesperson here, as he was only telling me what the normal procedure at that time was. The fact that this unwritten rule has canged recently should mean that it should apply to customers who sign up since the change of the rule.

How do NTL propose to build up a good reputation when customers not at fault end up losing money?

Ian, you finally come up with the same argument about following what's in writing rather than what's agreed verbally. What if I told you that I never did sign my contract or send it back to NTL (I have my unsigned contract at home)? Then NTL haven't got aything from me in black and white!!!