NTL Customer Services: Your personal experience - Page 24

asdf · 06-01-2004, 13:41

Can any of the MODs explain why there is a blank page 24 on this topic, it has been for the last few posts now!

asdf · 06-01-2004, 13:42

Oh - by posting that I've now put a post in that blank page.

I'm wondering whether a new blank page will be created when we get close to the next page threshhold?

James Vertigan · 20-01-2004, 17:46

Seeing as it doesn't look like .com's coming back

I've decided to register here.

Not quite sure what to vote for, but probably 50/50. Most of the time I find you get through to helpful staff, I've only had to hold maybe 3 times but not for too long, but when you get through to the staff, even the helpful ones, a lot of them can't be bothered to make a note of things on their computer, even though you hear the faint clackety-clack of the keyboards...

I've tried reporting a brown CATV cabinet outside that's been open for a while, even left messages about it on .com, and nothing has been done about it...

Then what happened today was a big shambles. We had an engineer booked for a morning appointment - he turned up at 1PM! Asked him to divert 2 of the 4 extensions we have to an existing extension, he diverts one of them and then leaves without really explaining why he'd only done 1...

So on to "helpful" chap at CS, 3 engineers come round this time, unfortunately just as it gets dark... We explain what we want done and are told that this was not what was passed on to the engineers, so we sit and go through it again... engineer says OK and admits it was not what had been passed on to them, unfortunately though as there are "too many lines" that need work done to them it's too dark to work, so they all go off - hopefully to return tomorrow with the correct information!

We even said we were thinking of getting on to Aizad as he is a very good friend and ex-neighbour of ours...

The sooner we move out of London and down to our humble abode in Devon the better, hopefully a much better service from BT & Sky!

Neil · 20-01-2004, 17:57

Hi James, & welcome to the site.

**Mick** · 20-01-2004, 18:04

Hi James, Welcome to the site

I have re-opened up the poll so new members to the site can register their vote.

chris2003 · 20-01-2004, 18:10

well you can have a look at my dealing with the customer services in the billing section I do really feel that NTL need to get the acted to gether and start training and making sure that there customer service people are doing the job corrected from the start it should never take more than 1 phone call to them to resovle a problem and I do not like this only one person can deal with this problem sir I will have to put you across why can't it be a generic call centre so it dose not matter who you speak to they can deal with it there and then after 4years NTL customer and 2years CWC and I'm disapointed that I have had to leave NTL from the messing around that I have got from them in the last 6months so much for them improving the serivces for exsisting customers don't it ??? but hey do these people take notice or even care like **** do they as long as they suck that money from your account they don't give a flying **** at all what service they pump out these days, well like I have said this before NTL need to pull there fingers out the bum holes and start taking care of your customers abit better

James Vertigan · 20-01-2004, 18:27

Hi Neil & Dr Plummer (Dr P, thanks for sorting out my registration prob, BTW)

chris2003, I agree with you... with NTL, and maybe a few other companies its always "Oh, sorry sir, can't do that"... Why can't they tell us something they CAN do, and even better would be something they WILL do!

Russ · 20-01-2004, 18:35

Quote:

Originally Posted by James Vertigan

Hi Neil & Dr Plummer (Dr P, thanks for sorting out my registration prob, BTW)

chris2003, I agree with you... with NTL, and maybe a few other companies its always "Oh, sorry sir, can't do that"... Why can't they tell us something they CAN do, and even better would be something they WILL do!

What you need to remember about NTL is that they will always do what they want to do. Yeah sure, they'll bring in customers to ask for opinions, but unless these views mirror their own, nothing will change. While I was on the admin team at .com (and I'm sure after I left) we threw numerous ideas at them, not just from ourselves but from people on the site. OK, it's possible all the ideas we presented them with were pants but look at it this way - show me one idea NTL took from listening to someone who proved them wrong.

James Vertigan · 20-01-2004, 19:25

Just wondering what NTL will have to say when we call with the obligatory months notice to cancel before we move in July... They'll probably try and give us some special offer even when we explain we are moving to an area of the UK that doesn't have cable facilities (Can't even get broadband from BT in the area at the moment!)

Just as long as someone comes to pick up the STB and disconnect the phone lines before we move, otherwise I will ask the removal men to run over the STB with their van (can't do much about the phones!)

Maybe NTL should've stuck to something they're good at - looking after the UK's transmitters!

orangebird · 21-01-2004, 16:56

Quote:

Originally Posted by James Vertigan

<snip>

Maybe NTL should've stuck to something they're good at - looking after the UK's transmitters!

they still do!! ?

edit - ps, did you know that in the t&c's, you're supposed to take the stb back to your nearest off!

Quote:

19.5 On termination of this Agreement You shall return all the Equipment at your cost to our offices within 14 days of the date of termination. If You do not return the Equipment We shall be entitled to bill You and You shall be liable to pay for the cost of replacing the Equipment, and unless the termination is due to our breach You shall continue to be responsible for the payment of Charges until all the Equipment has been returned or its replacement value paid.

http://www.ntlhome.com/terms/

James Vertigan · 23-01-2004, 06:53

Quote:

Originally Posted by orangebird

did you know that in the t&c's, you're supposed to take the stb back to your nearest off!

Well that's great... as my nearest NTL office would be the one in The Vale... but it always looks very closed to me... not as busy as it was back in the old Videotron days!

And the other problem is, the last time I looked there were NTL notices on the door saying "Please do not bring your old equipment here"... so here's hoping that someone turns up to disconnect us when we move in a few months... otherwise its back to the idea of the STB and other bits ending up underneath the removals van!

asdf · 23-01-2004, 13:03

I wouldn't. You may find they send you the bill for the STB!

Stephen Robb · 25-01-2004, 06:48

Well I see UDT is still spouting the same crap, so nothing new there then! Just like the old times!

supered · 25-01-2004, 09:15

l'm moving house in a few days and ntl had to send a wayleave form(removes liability for phone bills from landlord) to my new landlord.

My landlord posted the form back to ntl on Monday and ntl rang me Wednesday morning and had an installation date at my new address for the day after l moved in(1 week later). All l had to do was take my old modem with me, so that's fine as far l'm concerned.

The only time l had any hassle was when l had the broadband modem installed at my present address, l never received any info pack and l had to go through tech support to setup my account(problem of ntl misspelling my name and pin numbers required) they talked me through it and it was sorted in a few minutes.

All the installation of phones and broadband has been free, if it wasn't l would struggle to pay for installation, BT originally wanted ÃƒÆ’Ã†â€™ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£116 to put a phone line in so stuff them.
No doubt ntl have problems but most companies large or small do in my experience, the main point for me is if the problems are resolved and reasonably quickly.

Doofy · 25-01-2004, 10:30

Long thread But good reading, In all the time i have been with NTL (was Diamond Cable) I must be among the fortunate ones, Whenever i have had problems with my Modem i have rung up and it has been sorted quickly, politely and professionally. The only time it wasn't sorted was when the router i was on was oversubscribed and my connection was diabolical. and a very polite lady from cs arranged for my bill to be ammended because of the problems i was having, she managed to arrange it so i did not pay a penny untill my problem was sorted out to and wait for it MY SATISFACTION,
first class service, unfortunately cannot for the life of me remeber the ladys name but she is a credit to NTL.