NTL Customer Services: Your personal experience

[CardiffBaggie]

Been with NTL 6 years. about 8 set top boxes later, made the mistake of signing up to 750k Broadband in December as someone told me the broadband was more reliable than TV. I upgraded to BB Plus but have never been able to activate it.
When I enter my postcode it takes me to NTL Freedom, which is NTL throgh a BT line.
I've had my house from new 6 years ago and have never used BT only NTL ????
Really tempted to return all my NTL gear and give up on them completely.

I must say that I have never received a satisfactory level of service on any of my problems nor have I ever been offered any compensation from them.

I am now about to call them to find out why I have been billed for channels that I never ordered
Was offerec family pack free for a month and they've billed me..aaaagghh

Originally Posted by CardiffBaggie

Been with NTL 6 years. about 8 set top boxes later, made the mistake of signing up to 750k Broadband in December as someone told me the broadband was more reliable than TV. I upgraded to BB Plus but have never been able to activate it.
When I enter my postcode it takes me to NTL Freedom, which is NTL throgh a BT line.
I've had my house from new 6 years ago and have never used BT only NTL ????
Really tempted to return all my NTL gear and give up on them completely.

I must say that I have never received a satisfactory level of service on any of my problems nor have I ever been offered any compensation from them.

I am now about to call them to find out why I have been billed for channels that I never ordered
Was offerec family pack free for a month and they've billed me..aaaagghh

Sounds like you've had a right time of it ... there are a number of very helpful NTL staff on this board, and one of them might be able to help sort your situation out. Check back here and see who replies.

And to Cable Forum!

[Chris W]

Originally Posted by CardiffBaggie

Been with NTL 6 years. about 8 set top boxes later, made the mistake of signing up to 750k Broadband in December as someone told me the broadband was more reliable than TV. I upgraded to BB Plus but have never been able to activate it.
When I enter my postcode it takes me to NTL Freedom, which is NTL throgh a BT line.
I've had my house from new 6 years ago and have never used BT only NTL ????
Really tempted to return all my NTL gear and give up on them completely.

I must say that I have never received a satisfactory level of service on any of my problems nor have I ever been offered any compensation from them.

I am now about to call them to find out why I have been billed for channels that I never ordered
Was offerec family pack free for a month and they've billed me..aaaagghh

If you PM me the mac address from your modem, then i'll send you back a postcode that you can use which will work

As for the billing... i'm a tech monkey not a billing monkey

Originally Posted by monkeybreath

If you PM me the mac address from your modem, then i'll send you back a postcode that you can use which will work

As for the billing... i'm a tech monkey not a billing monkey

There you go, halfway to a solution already. I can confirm that Monkeybreath is who he says he is, by the way, so it's safe to send the MAC address of your cable modem to him in a Private Message (don't post it on the forum though).

[dgreenfrog]

I agree regarding your statement about NTL's TV service hence my reason to wave goodbye and just view the freeview service but keep NTL 's phone and BB service if you really want TV then sky is second too none. Now I'll be leaving cable BB to ADSL I hope problems do not occur as my cable BB was good no hiccups what so ever so fingers crossed I might even get the new NTL 250 modem depends if I get a shady engineer but I''ll be pestering him if I don't come on NTL compete with BT a little more and give your customers a deal and service too shout about

[Chris W]

Originally Posted by dgreenfrog

I agree regarding your statement about NTL's TV service hence my reason to wave goodbye and just view the freeview service but keep NTL 's phone and BB service if you really want TV then sky is second too none. Now I'll be leaving cable BB to ADSL I hope problems do not occur as my cable BB was good no hiccups what so ever so fingers crossed I might even get the new NTL 250 modem depends if I get a shady engineer but I''ll be pestering him if I don't come on NTL compete with BT a little more and give your customers a deal and service too shout about

urm... what benefit would there be from having a new 250 modem....?? Also forgive me for being confused, but doesn't your post say that you are moving to ADSL?

It is nothing to do with a "shady" engineer, the 250 modems will be distributed when the current stock of modems is given out.

[Biffo1262]

Surely it cannot be just me who finds the NTL email service so erratic? I've been with them approx 6 weeks now and the service has been so unreliable I've had to reactivate my Tesco.net Anytime dial up account as Pay As You Go to ensure continuity of email service. I've had outages for the last two days of this week and one day last week. When you ring the Server Status line it ususally states that ongoing work is being done from 1am until 5am. Err, so that means that it should have been restored by midday then. I wouldn't mind if they actually kept the status line updated so you knew exactly where you were up to and didn't keep having to ring up to check. On one occassion I rang Tech support they asked me which email client I was using. I told him 'MS Outlook' "Oh that explains it sir, our email service doesn't work with Outlook, only Outlook Express." Now I accept that there must be some good techies at NTL as I've spoken to one or two but just where do they get guys like this. No amount of "but I've been using Outlook for weeks" would convince him at all. I gave up. It came back on line a few hours later and was STILL working with OUTLOOK!

Originally Posted by Biffo1262

Surely it cannot be just me who finds the NTL email service so erratic? I've been with them approx 6 weeks now and the service has been so unreliable I've had to reactivate my Tesco.net Anytime dial up account as Pay As You Go to ensure continuity of email service. I've had outages for the last two days of this week and one day last week. When you ring the Server Status line it ususally states that ongoing work is being done from 1am until 5am. Err, so that means that it should have been restored by midday then. I wouldn't mind if they actually kept the status line updated so you knew exactly where you were up to and didn't keep having to ring up to check. On one occassion I rang Tech support they asked me which email client I was using. I told him 'MS Outlook' "Oh that explains it sir, our email service doesn't work with Outlook, only Outlook Express." Now I accept that there must be some good techies at NTL as I've spoken to one or two but just where do they get guys like this. No amount of "but I've been using Outlook for weeks" would convince him at all. I gave up. It came back on line a few hours later and was STILL working with OUTLOOK!

ntl e-mail has been pants for the last few days, but seems to be coming back - I have managed to get mail from both my accounts, this evening.

The support tech is only allowed to offer help with Outlook Express - but should really have said that, rather than 'it doesn't work with Outlook', as it obviously does.

I hope someone has already said to the forum but no harm to say it again

[greencreeper]

I think, addressing the Outlook question, that it might be that Outlook in exchange mode is not supported - because NTL block the ports that exchange uses. That doesn't mean you can't use Outlook for POP/SMTP mail. You just can't get the staff these days

I got an email today that I should have got yesterday It's like the good old days again when NTL was predictably crap

[dgreenfrog]

although I use an ntl email through express I tend too use other Email options such as fsmail,msn,lycos and yahoo such better alternatives than outlook anyway !

[simpsonsFAN]

swansea faults are great.
indian accounting people are useless.

I voted never had any trouble because I was refering to swansea people.

btw, I am largely influanced in this decision because I just talked him into replaceing my storage heater (pace stb) with a samsung
-Chris

[Tazfan]

I dont use the webmail, but have 1.5Mb SA connection, and talk Unlimmited 24, and I am more than happy with them. I have had a great communication with t hem today over a slight billing error, which was sorted, in my favor very quickly, professionally and politely. Its a pleasure to deal with them.

[chris1234]

Hi all in this forum.

I have been with NTL for almost 4 years now and on the high package and talk unlimited 24. Well i use a sacm to connect to the internet which is the NTL home 120 box. Since i got it installed i have never ever had problems with the service no slow downs no connection breaks or fails whatever nothing to be quite honest i am very please with NTL's progress (bet you never thought u'd here someonce say that huh) Well anyways there is 1 down point i might aswell mention it is the xbox live thats the only problem with NTL charging £5 extra to use xbox live when its microsofts creation not theres i think it should be free of charge to be honest, because if there giving the new speed updates away for free! i 1.5mb upgrasding to 3mb why the hell they want to do that when they can make of it. well i said my bit anyways thanks to all who has read my post and contributed into replying to it...

p.s) Wheres the xbox live configuration forum:P

=-chris=-

[Scope]

I have not read through all the posts, but I will say one thing:

When it works it is GREAT.. If something is not working: GOD HELP YOU!

it= their services (TV, phone and BB)

Originally Posted by chris1234

Hi all in this forum.


p.s) Wheres the xbox live configuration forum:P

=-chris=-

http://www.cableforum.co.uk/board/forumdisplay.php?f=15

BTW