cancelation! best way to get out of ntl

[totalwar]

Originally Posted by Mr Angry

If he was happy to tell you he didn't have an email address that you could contact him on then I'm afraid I would have to assume he is showing nothing short of contempt for you as a customer. As such I don't believe you should consider anything else he told you as either bonafide or, for that matter, factual.

From NTL's own residential Terms and Conditions (specifically your rights to cancellation) I quote;

"You may cancel the Services without penalty in the following circumstances:-

1. if we increase our Charges you may cancel those Services in respect of which the Charges have increased by giving us one month's notice in writing within 30 days of the earlier of:
   
   (a) such price increase being notified to you under Condition 6.2; or
   
   (b) the date of your first bill following such price increase, irrespective of whether the minimum period in respect of those Services has expired. If you cancel Services under this Condition, the increased Charges relating to those Services will not apply to you;"

As of today all digital TV base packs are going up by 50p (that's a price increase) so, under Clause 20 you are entitled to terminate the contract without penalty.

The Analogue base pack is increasing by £2.00 so Clause 20 applies.

They are now charging for calls to Customer services (not only a price increase but an entirely new cost above what was previously free) so, again, Clause 20 applies.

The International Call Plan will no longer be included for free in Talk Unlimited and Talk Unlimited 24 - that's a depletion of service and falls under part ii of Clause 20.

From today the daytime charging period commences at 6am. This represents another price increase (very cleverly, by proxy) and is covered by Clause 20.

Unlimited dial up internet is going up to £14.99 a month and 1mb Broadband Plus is going up to £4.99 - see clause 20.

There are lots more increases implemented with effect from today and I could go on but I think you should by now have realized that, irrespective of what service(s) you have from NTL and what this member of staff has told you, you will be affected by price increases.

As such you are within your rights to cancel any services affected by the myriad of price changes without penalty.

Under current OFT guidelines any supplier who attempts to recoup monies due for the remainder of a contract term from a customer who has (or seeks) to exercise his or her right to an early termination within the terms of the contract (in this case Clause 20) is deemed to be applying an "Unfair term".

"Unfair terms" represent a penalty (it's interesting that NTL use the terminology "penalty" in their own terms and conditions) and penalty charges which do not represent the liquidated losses are unenforceable under common law.

For NTL to be legally able to charge you for the remainder of the outstanding contract term they would first have to assert and prove that there was no way they could offset the potential loss (for example by acquiring a new customer to replace your lost custom revenue).

How likely do you think that is?

Ok I give it another go on monday don't suppose you have the e-mail address for customer retentions handy.So I can quote all that lovely info you have given me and thanks for your help in this matter.

He did say that I could cancel the tv package at the time I spoke too him.But I wanted too cancel all three of my package.Ok what I have read there the prices will affect me with the telephone and tv packages.But as I'm on the 10mb dl internet there is no increases there that are going to affect me?

[Mr Angry]

Sorry, I don't.

You could try emailing the guy you've already spoken with using the format of firstname.lastname@ntl.com to see if that reaches him.

[totalwar]

Originally Posted by Mr Angry

Sorry, I don't.

You could try emailing the guy you've already spoken with using the format of firstname.lastname@ntl.com to see if that reaches him.

big big fav please could you draft a letter for me please to sent too them too cancel my account.Post in here so we all can use it thoses who wish too get out of ntl hell

only info can find none any good for me to contact then.only by phone anyway.

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[totalwar]

Spoke too Disconnections department this morning he said that he would cancel the contract from 30 days from today and arange for someone to pick up the tv box and modem I hope as he didn't mention it.Thanks Mr Angry for your help in getting out of ntl hell.

[Mr Angry]

You're welcome. It's a pity NTL didn't work out for you - but at least you appear to have made a clean break.

[Red Electric]

Hi Everyone,

I have been reading this forum and some of the amazing deals people have been getting, I was trying to find out on their site but its all pretty confusing, but I have been with NTL for around 15 days, just had the 1mb bb installed.

Do you know If I am within my right to cancel within 30 days if I am a new customer, ony signed up with them on the 6th of june. As It now seems I need a phone line and a faster Speed etc, and wanted to tell NTL I can get that cheaper elsewhere in the hope they may offer me a better deal so I wont cancel.

I also joined through a rep at one of those stalls and since found out that if I would of signed up online instead I would of got first 3 months cheaper, but I didint get anything of their rep.

Many Thanks..

Martin

[Mr Angry]

Originally Posted by Red Electric

Hi Everyone,

I have been reading this forum and some of the amazing deals people have been getting, I was trying to find out on their site but its all pretty confusing, but I have been with NTL for around 15 days, just had the 1mb bb installed.

Do you know If I am within my right to cancel within 30 days if I am a new customer, ony signed up with them on the 6th of june. As It now seems I need a phone line and a faster Speed etc, and wanted to tell NTL I can get that cheaper elsewhere in the hope they may offer me a better deal so I wont cancel.

I also joined through a rep at one of those stalls and since found out that if I would of signed up online instead I would of got first 3 months cheaper, but I didint get anything of their rep.

Many Thanks..

Martin

Yes, you are entirely within your rights to cancel.

[Red Electric]

Hi Mr Angry.

Thanks! for the reply. Thats good news in one sense because it gives me something to go off..just have to find a competitive deal from another isp now to present them with and see what happens.

Thanks again

Martin

[Fingy]

Why do you need another deal to quote? You want to cancel within your first 30 days, no reason required or deal to quote.

Or are you signed up to a service less than one month and wanting it at a better price already?

[Red Electric]

Hi Fingy,

Yeah, the latter I think, Ive only been with them for 15 days, but I could really use a faster broadband for my digital work, was thinking about upgrading to the 4mb online, but not sure of the process, or whether they will charge me in advance again, but after reading the amazing deals etc many folk seem to have gotten from the retentions department it definitely has to be worth a go, but mostly resources are tight and it would be a real benefit if I could reduce my costs somehow and maybe at least get the 4mb and a phone line for a reduced fee, or something similar.

Thanks!

M

[Fingy]

If you upgrade online or over the phone you will be refunded the 1MB charge from now until your billing date then charged the new rate from now to your billing date and then the next bill will have the standard month in advance at the higher rate.

Why don't you try phoning up and asking them if they can do you a deal for 4mb and a phone line and see what happens. I have a feeling that to get a telco line added on you may need to speak to telesales anyway. You might not necessarily have to threaten to cancel!

And if by your digital work you are talking about using your connection for work just bear in mind that its a residential price you are paying and therefor get residential responses to faults etc.

[James Henry]

Sorry if I'm being rude but why did you sign up to a service fully aware of the price and decide within 2 weeks that it was too expensive? Bit of a change of heart?

Saying that though I'd say you've a fairly good chance of getting some discount. This is after all ntl and while most sane companies would point to your contract and tell you where to go their 30 day money back guarantee leaves them quite nicely open to a bit of extortion

By the way you didn't get the online discount due to the higher costs of selling you the service, through a salesman rather than the much cheaper online way.

[Mr Angry]

Originally Posted by James Henry

Saying that though I'd say you've a fairly good chance of getting some discount. This is after all ntl and while most sane companies would point to your contract and tell you where to go their 30 day money back guarantee leaves them quite nicely open to a bit of extortion

The guy is entirely within his rights under the Consumer Credit Act.

As such, NTL pointing him to their contract isn't worth the paper it is (or isn't) written on.

[nffc]

Originally Posted by Mr Angry

If he was happy to tell you he didn't have an email address that you could contact him on then I'm afraid I would have to assume he is showing nothing short of contempt for you as a customer.

Not strictly true, we don't have external email though it would help!

[Mr Angry]

Originally Posted by nffc

Not strictly true, we don't have external email though it would help!

I stand corrected. I must say though that in my experience I have never failed to reach an ntl employee by email using the aforementioned method.

Is it not somewhat ironic, to say the least, that a communications company don't have external mail (whatever that means) capabilities?