NTL - New Billing system Problems

Originally Posted by morgancktan

Registered with promotion , free 1st month broadband subscription. But was charged for 2 months subscription fee. Called to clarify, claimed their system wasn't record any free 1st month subcription????
Promised will make necessary action.......!!!!????
Just wait and see what will happened

When I subscriped in June 04 it was 2 months free broadband, I never received a bill until January 2005 after they disconnected me and I got in touch with abit more senior in NTL

[tom_arush]

Last weekend my TV was cut off. This was also due to a "Billing Error" - I pay by direct debit, and even when I pointed this out to them, it still took them 4 days to reinstate the service.

The billing error I can accept - but the 4 day turnaround to reactivate the service is rediculous. They've promised a refund for the 4 days but even so, why does it take so long?

[Jules]

Just to add a good note I got my bill this morning and they got it right, even the adjustment and refund for my BB

[tom_arush]

Originally Posted by tom_arush

Last weekend my TV was cut off. This was also due to a "Billing Error" - I pay by direct debit, and even when I pointed this out to them, it still took them 4 days to reinstate the service.

The billing error I can accept - but the 4 day turnaround to reactivate the service is rediculous. They've promised a refund for the 4 days but even so, why does it take so long?

In fact, they didn't restore the correct package on Tuesday anyway - so it was another call to CS last night to get them to do it right this time...

I'm getting fed up with the service (or lack of) here - it's just mistake after mistake with NTL.

I'm now planning to have the TV service switched off and go to Sky anyway after all this - but I'm worried they won't be able to do that right either...

[Jules]

I had the same problem with Sky one minute my programs were on then they were off! I spent more time on the phone to Sky than I did watching the tele! I will keep my fingers crossed that you don't have the same problem Tom

[tom_arush]

The billing error from the 26th has just resurfaced, although they re-instated the "soft" disconnect, they didn't cancel the engineering disconnection and hardware collection. So yesterday, they pulled the plug again. They also left me a card threatening legal action for not returning the equipment.

They've resolved the problem now (engineer was out at aruond 7am!) so well done to him - but "shame on you" to the billing dept.

NTL clearly don't want my business - cutting me off twice in as many weeks is just unacceptable.

[Jules]

I agree Tom, lets hope it is now resolved

[tom_arush]

WhyMe38

It appears to be sorted. Once I've arranged alternative suppliers for TV, phone and broadband, NTL are losing my custom. The threats of legal action were the last straw.

(yes, they have given me some compensation for the inconvenience and stress this caused, but I still intend to take my business elsewhere - voting with my wallet and all that)

[Jules]

I can't help wondering how many other customers they have lost because of things like this

[tom_arush]

Another update - following yet more mistakes which I won't go into detail here (but it involves billing me for a second STB and repeatedly telling me that I'm mistaken and my broadband connection is actually dial-up...) - they've now put me on the £9.99 a month "new customer" broadband deal (I assume to get me to stay) on top of my original compensation... let's just hope my bill is right this month (although I'll actually be very surprised if it is)

[silver_1701]

one thing of note is NTL's "bill due on arrival" policy. NTL consider bills due on their bill date - NOT when u get the bill. u get the bill at best 4 days after. also, after 2-3 weeks of the bill date, should u have any bill outstanding (wether u recieved the bill or not, and agreement arent worth a........well, i wont swear) they'll put a late payment mark against your credit history. it can be 2p or 200 quid, they will do it. and if a company calls on their behalf, they will have already effected your credit history, the companies that call on NTL's behalf aren't contractors, they're debt collectors on orders from NTL to keep their nature quiet.

[Angua]

Got our bill yesterday (6 days after the bill date, thankfully we are on DD) with an extra £31.50 telephone charge, this was on top of the free phone line offer ending so we were somewhat alarmed at a bill being almost double that we are used to.
Hubby spoke to billing dept and the extra was a billing input error and has been removed (we shall see at the beginning of next month if this has been done).

Don't forget to check your bills if you are on DD.

[godhell]

I have 1 mb broadband, and this month got charged £21 instead of £10. I had moved house this month so is that it? Why is it? Do ppl get charged if they go overlimit cuz i certainly have over limit? i havn't got any letter or anything, just the bill for this month is double.

[fatlip180]

Ok heres my problem, ive been with ntl for years now, and because of a change in emplyment i stopped paying for my ntl via direct debit, and payed on a bill thing. Anyway, i rang ntl and they said they would send me a bill. Weeks went by and no bill. So i rang them after a month and the guy on the phone was amazed that i had called and that i am gettng my bb still and that he would get it sorted. Anyway, still no jpy and no bill. I rang again and was told i would recieve a bill, and i was assured that i wouldnt have to keep ringing customer services about this.

Its now been about 4 months now, ive had no bills nothing come out of my bank, and no one at ntl has been able to help me.

any suggestions?

[happygolucky]

well i have noticed no change since the new billing started as my bils are paid each month via dd i have no trouble, trouble is most people just pay their bills on time and even if there is something not right it can then be sorted afterwards hence not having the services cut of for non payment

and if there is something wrong with my bill i just ring and it gets sorted out [not that i have had any errors]

i am very happy with ntl