cancelation! best way to get out of ntl

[Chris W]

The employees in Tech Support India do not have ntl email addresses because they don't work for ntl- they may well have ibm addresses but not sure about this

[nffc]

Originally Posted by Mr Angry

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?

I don't work for ntl. I was just saying that lack of an external email address or unwillingness to give it out is not poor CS or as you said "showing contempt to the customer" - there is no guarantee that the person will give the quickest or best response anyway. So by your logic, all our agents have contempt for everyone who calls because we don't have direct extensions or external email? Codswallop.

The best way is to follow the recognised routes - if the contact centre is properly run then all the contacts should be logged on the record anyway so it shouldn't matter who you deal with.

[Mr Angry]

Originally Posted by nffc

I don't work for ntl. I was just saying that lack of an external email address or unwillingness to give it out is not poor CS or as you said "showing contempt to the customer" - there is no guarantee that the person will give the quickest or best response anyway. So by your logic, all our agents have contempt for everyone who calls because we don't have direct extensions or external email? Codswallop.

I don't see why you're attempting to be argumentative over this.

Ok, you don't work for NTL, granted. Someone who does work for NTL has since confirmed by pm that every NTL employee does indeed have a personal email at which they can be reached. It would appear, therefore, that the CS operators assertion that they "didn't have one apart from the online reply on ntlworld home page under support" is somewhat wide of the mark and inaccurate. Some might see that as bad CS and others might see it as contempt.

My rationale for proposing that the OP got an email address was not necessitated by the need for either a quick or best response but rather to acquire, in a written form, proof of the misinformation he was being given by the CS operator in question with regard to his contractual obligations.

Originally Posted by nffc

The best way is to follow the recognised routes - if the contact centre is properly run then all the contacts should be logged on the record anyway so it shouldn't matter who you deal with.

With all due respect, that's a pretty big "if" and one that tends to lead to considerable posts in the negative on these forae.

[totalwar]

If your over 30 days forget you will not get out of the contract you signup for.I ended up with two phone lines and two broadband line and having to stay with ntl for the full 12 months contract.because I can't afford to buy my way out of ntl contract for 12 months.Thanks for the help from you guys anyway just wanted to let others know on this forum.So they don't make the same mistake.

[claret]

hehe

I have been with ntl for 3yrs and rang up yesterday to cancel, my full package and it took about 2 mins and he said ok, that is cancelled...lot of interest shown(not that i would have changed my mind)....didnt even mention collecting my stb and modem, so will have to wait and see..

It now meens i can go ahaed and sort out new ISP and SKY+ in the next 30 days

And i have to say ------good riddence to NTL

[orangebird]

Originally Posted by Mr Angry

I don't see why you're attempting to be argumentative over this.

Ok, you don't work for NTL, granted. Someone who does work for NTL has since confirmed by pm that every NTL employee does indeed have a personal email at which they can be reached. It would appear, therefore, that the CS operators assertion that they "didn't have one apart from the online reply on ntlworld home page under support" is somewhat wide of the mark and inaccurate. Some might see that as bad CS and others might see it as contempt.

My rationale for proposing that the OP got an email address was not necessitated by the need for either a quick or best response but rather to acquire, in a written form, proof of the misinformation he was being given by the CS operator in question with regard to his contractual obligations.



With all due respect, that's a pretty big "if" and one that tends to lead to considerable posts in the negative on these forae.

Not arguing here, but an awful lot of the time the reason personal email addresses aren't given out is to ensure that the workload coming into CS can be monitored and distributed evenly.

[Neil]

Originally Posted by orangebird

Not arguing here, but an awful lot of the time the reason personal email addresses aren't given out is to ensure that the workload coming into CS can be monitored and distributed evenly.

Monitored by who & for what purpose?

Obie-I think we've all encountered a CS rep who hid behind a false name/extension number, & the reason they do it is because they can.

[matty0001]

I've just read through this thread and it seems to have gone a little off topic!

I have been a customer since the Nynex days, but lately the servive and performance of NTL is bad even for them. Choppy TV, very poor scripted tech support for broadband etc... My 2MB broadband has been on and off for months so I phoned the UK customer services. They said they were showing the broadband at 4MB (the auto upgrade). I told them I only ever get 2, and thats on a good day. He proceeded to transfer me to India, where the woman did a "line test" and confirmed I was only on 2 meg. She said she could not put me on the 4, even though my area should be. She then tried to sell me 10meg!!!!! What use is that if they cannot get even 2 right???

Talk about the straw that broke the camels back....... Straight on the phone to BT and Sky (which will be in place very quickly!). I'm just about to give NTL the final heave-ho on the phone in a min.

The only way NTL are ever going to get the message that their service sucks is for their customer to vote with their feet. If you are sick of performance and lack of technical help, just CANCEL EVERYTHING with them.

[mrk2y]

i am trying to cancel my ntl (after 6 months) - using the price increase as a reason enough, I have had so many billing problems. every month being charged £4 for NTL Radio Times, each month phoning CS and getting it credited and every month being charged, I am fed up!

Being charged for National calls, even though I am on Talk Unlimited 24, one CS said the numbers I am dialing are not personal/private numbers, (they are) and then another CS said It was because I am not on Talk Unlimited 24 (even though I am, and I am being billed for it, and some National numbers are not being charged to me)

I have 2 telephone lines, as of 1st June 06, the prices have gone up, I am trying to cancel (used Mr Angrys postings to help me) I have sent 3 letters too NTL (Coventry) requesting cancel (as i am still in 30 days since price increase), CS have no record of the letters, just spoken to 0800 052 9403 number, they said I cant cancel, but (again, refering to Mr Angrys posting), he advised that yes, ok you can, but no one has a record of the letters I have sent.

I am getting a little worried, as the 30 days are almost up, I sent another letter to coventry today (Royal Mail Special Delivery) so I hope I can get this resolved and then go back to BT and SKY

Can anyone here (NTL employee) or anyone help me !

Thank you !

[MovedGoalPosts]

mrk2y, please see http://www.cableforum.co.uk/board/sh...ad.php?t=49235

[mrk2y]

Originally Posted by Rob C

mrk2y, please see http://www.cableforum.co.uk/board/sh...ad.php?t=49235

thank you

[mrk2y]

just wanted to say thank you to Rob C and the guy from NTL for helping me out, I have had problems with NTl billing for MONTHS ! Rob C and the guy for NTL got it resolved in a couple of days !

Thank you again