NTL does anyone know an effective way to get your complaints resolved

[IanGuy]

One double barrel word: over-protective.

The guys on cable forum have reliable and legitimate contacts within NTL, give them a try or put up with the 'official' way of doing things which causes more stress and money.

kat2 - As I said before I am not sure if you fully understand the ethos of this site. It is not 'members' asking for personal details, but the site administrators, purely for the purpose of passing to NTL - who need the details in order to deal with your problem. These details are erased by the admin team, once the problem is resolved.

The reason people seem to be 'having a go' is that people keep telling you that the answer to your problem is to accept the help offered, to which your response is to accuse the site of harbouring a 'crime syndicate' - hardly a friendly response.

This site wouldn't exist if NTL were perfect, but the relationship has been built up to be much more constructive than somewhere to moan. The use of that relationship to help resolve problems is officially sanctioned, not a 'back door', as you imply, and frankly, if I was one of the admin team who had put in the hard work to achieve this situation, I would feel very insulted by such an implication.

I am starting to get the feeling that someone does not want this sorted and wants it going as long as possible.

To the site admins who i know and trust completly and have sorted lots of problems for other memebrs on this site, i think you are

Give up now why you still have hair left

[MovedGoalPosts]

Originally Posted by unlimited

Give up now why you still have hair left

Er I think most of us have lost our hair already.

* Looks towards Russ

[kat2]

*awe* poor Rob, you havent have you love?
well somebody did offer usefull advice and it worked, well, lets say in some respects it over worked, no my issue is not resolved but, *lol* I have to say I fell over with belly ache laughing. I sent an email to all those I could find who are in a senior position. I had three replys and four telephone calls, 1 regional engineer called out. Needless to say, I have an invertation to lunch with simon duffy *g* But the person that actually really helped me was a director whom resides in wales. She very kindly gave me all the telephone numbers of people higher up than herself including her own and said I should call her I have and it turned out that they are all together this afternoon in a meeting supprising to me is that her secretary said to me that if she cannot reach me this afternoon she will call me from home tommorrow! Things that were abit of a mess was the fact that an engineer turned up here and I didnt know he was coming we managed to bump into each other he suggested that the cables could be re tacked up, I said no forget it if thats what you propose. He then said that he could run a new cable from my own connection to a new point on my building but it would take a full day and, it could be a month or more before it could be done. So for anyone reading this thread, the way to get your complaint resolved (sadly) seems to be firstly follow the companys complaints procedure to the letter try both phone and sending a letter recorded delivery in writting the complaints address is on the back of the bill then if and only if all else fails email the directors. My email was short and I think this may be why the replys I had received had a telephone number attached to them.
I appriciate what you guys were trying to do for me honestly and through posting up in this forum I beleive I found my answers. I would like to thank everyone for their input and will keep you posted in a seperate thread as and when or indeed if they eventually turn up and instigate the repair.
Huggies kat2

---------- Post added at 16:11 ---------- Previous post was at 15:57 ----------

Unlimted *grins*
I have long blonde hair all the way down my back so, I dont think I will be loosing it any time soon *smirk* Lostandconfused, yes, I am aware of the customer services number you quote, and yes, when I rang technical services I was indeed given a seven digit job number. which when contacting either customer services or technical support I have always used that number needless to say at the time it did not help one bit, I was told that the work had been done, then, it turned out that yes, the work had been done but they missed off the temporary connection bit. I am quiet capable of following a complaints procedure I also do try and make reference points such as the person I am talking to the time of the day and date too. I also ask for other information if available which would help my case. take today for example, the engineer whom called un officially, I managed to get his full name and mobile phone number.
huggies kat2

[Fingy]

Glad you are getting it sorted.

I would just like to add that I know that anytime you do PM a mod/admin with your personal details they are only kept until they know the issue has been resolved. They have a dedicated way of contacting ntl which has done in the past and will continue to get results. So if you are offered help on this site you can feel confident giving your details over to the guys who do all this in their own time. Just my tuppence worth.

[kat2]

Hi, Fingy,
No, I prefer to do things the official way and not part with personal details to anyone other than ntl itself. if the company feels it does not wish to deal with my complaint then, i have to take that off face value.
huggies kat2
ps I have posted an update in a different thread.

[Fingy]

I have seen your opinion several times and thats fine... I'm just posting what I know to be true for others should they be wondering about it.

[popper]

kat2, would you mind formatting your posts better by pressing the enter key 2 times after a full stop please, makes the post far less messy.

[kat2]

Hi, popper, in short no, everyone else seems to be replying to my posts so, things must be fine. go pick on somebody else. This thread is about how to complain effectively. I am not sure where the oxford dick- tionary thread is.
do a search on google.Otherwise please post about the topic of the thread, shoud you wish to start a new thread on english literature, please go ahead.
huggies KAt2

[carlingman]

Originally Posted by kat2

snip *awe* poor Rob, you havent have you love?
well somebody did offer usefull advice and it worked, well, lets say in some respects it over worked, no my issue is not resolved but, *lol* I have to say I fell over with belly ache laughing. I sent an email to all those I could find who are in a senior position. I had three replys and four telephone calls, 1 regional engineer called out. Needless to say, I have an invertation to lunch with simon duffy *g* But the person that actually really helped me was a director whom resides in wales. She very kindly gave me all the telephone numbers of people higher up than herself including her own and said I should call her I have and it turned out that they are all together this afternoon in a meeting supprising to me is that her secretary said to me that if she cannot reach me this afternoon she will call me from home tommorrow! Things that were abit of a mess was the fact that an engineer turned up here and I didnt know he was coming we managed to bump into each other he suggested that the cables could be re tacked up, I said no forget it if thats what you propose. He then said that he could run a new cable from my own connection to a new point on my building but it would take a full day and, it could be a month or more before it could be done. So for anyone reading this thread, the way to get your complaint resolved (sadly) seems to be firstly follow the companys complaints procedure to the letter try both phone and sending a letter recorded delivery in writting the complaints address is on the back of the bill then if and only if all else fails email the directors. My email was short and I think this may be why the replys I had received had a telephone number attached to them.

let me get this straight then you register here, then you refuse all help from a site that is trusted with dedicated contacts within NTL for an offer of assistance as you refuse to part with personal details only visible to the mods.

Yet on the other foot you are proposing to accept a dinner date from a guy you don't know from adam pretending to be Simon Duffy as I am sure he offers all his customers with a gripe dinner dates or perhaps only those with blonde hair down to their waste followed up by a solution from an engineer you don't know from adam who appeared in your garden and several calls from anyone who could be saying they are high up within the company.

Come on pull the other one and mind your head on the bridge as well.

Originally Posted by kat2

Hi, popper, in short no, everyone else seems to be replying to my posts so, things must be fine. go pick on somebody else. This thread is about how to complain effectively. I am not sure where the oxford dick- tionary thread is.
do a search on google.Otherwise please post about the topic of the thread, shoud you wish to start a new thread on english literature, please go ahead.
huggies KAt2

I suggest you be a little more polite to our other members - you are not a moderator of this site - and FYI, whatever you may think - your posts are very hard work to read, esp the longer ones.

[kat2]

Hi, carlingman and thankyou for your posting.
do a search on simon duffy, I didnt say I accepted simons offer and he clearly thought I was somebody he knew. The mods have no personal details of me. I emailed all the directors off links and followed through on a double check across the internet. With regards to my emails sent to these people, I dont know if you have ever receive an email off them but their emails are destinct I am not saying how. I was even given telephone numbers so, I could work a two way varification which we did. I personally think it lovely the way that people in senior positions were so understanding. My emails to these people did not give any account information just my contact details it was only when telephone communication did account information flow. with regards to the engineer beleive it or not the lady I had spoken too spoke directly to him on his mobile at the time! he had an identity card and also information on a clip board too. He read off the information on the clip board about the first installation and where it went too and followed the cable around to the north wing of the building. he also pulled up on his mobile the fact that two engineers had also called around trying to sort things out, so, not sure why you feel I shouldnt trust him. I dont see what contact people have on this forum, I havent asked anyone to reveal anything to say that they are here in an official capacity by ntl or endorsed by them. I joined this forum to learn about the best way of trying to resolve difficult issues, (difficult to me anyway) and also wondered if it was just me, turns out joining the forum helped from the point of view that one member suggested to email directors, which I took that information once i had followed through on all the other ways, such as telephoning customer support, telephoning technical services, asking to speak to supervisors all of which did no good, sadly, but, I felt I had to go this route to validate me sending emails to top people after all thats the first thing they will ask!
so no my level of trust has not changed.
huggies kat2 and thankyou for your post

---------- Post added at 01:08 ---------- Previous post was at 01:02 ----------

Paul, no I am not a moderator, but then I dont see any rulings here about spoken english or formatting for that matter. I have noted throughout this site several bad postings but no body seems to mind, perhaps you have a thing about a female being on this site? after all before you critize my diction then do a blanket sweep across the board which incidentally I did. I appricate some of you men may have it in for me, and that comes across very clearly after all I dont see you correcting any of the male posters here.
thankyou for your reply
huggies kat2
you apply a policy to all not to just one individual, that in my books is discrimination. and unless their are clear guidlines with regards to perfect english spelling correct punctuation and full stops in the right place then I will continue to post much the same way as others do. I suggest you chat with the other moderators before making such a rude comment to me.

No, we don't actually have rules about formatting since most people don't actually need rules to tell them that 15 lines of text with no spaces or formatting is very hard to read, and as for picking on you for being female - sorry, that's just lame, try again.

I haven't corrected you, I've informed you of how poor your posts look, and how hard they are to read, the fact that you can find other posts as bad if you look hard enough is completely irrelevant, it doesn't make yours any better.

You have not been "picked on" - you got a reply from me because of your insulting reply to another member who asked you to format your posts a bit better (and yes, we do have rules about that).

Re talking to the other moderators (I'm an Admin btw) - your behavior has been under constant discussion all day, you have managed to draw the attention of the entire team with your posts - and no, that's not a good thing.

Since none of this is relevant to the topic in question then consider this post the end of any discussion on posting style or any of the other matters not relevant to the thread. If you wash to discuss them further then we have a very nice Private Message system you can use.

Any further off topic posts are liable to be removed.

Its amazing how fast someones green blob turns red