Help with my NTL complaint letter? :)

pault123

I have a complaint letter to post/email to NTL. Can anyone advise the best contact and address in NTL to post it to, or to email it to?

Can anyone proof check or advise on anything to include in the letter?
Here it is>>>


Dear Sir/madam

I had my NTL services transferred from my previous address in May 2005. My landline hasn't been working now for EIGHT months!

When the services were originally installed the engineers told me there was a blockage in the service pipes in the road therefore they couldn’t run a cable from the 'greenbox' at the end of the road to outside my garden and to my 'brownbox' on the front of my house.

The engineers connected my brownbox to next doors brownbox (there were no cables put through the garden whatsoever) and told me it was only a temporary measure and would arrange for the cable to be routed through my garden as soon as the service pipe had been unblocked.

Over 6 engineer visits later, I still have no Landline. I emphasize before every visit the problem is the service pipe is blocked. I have taken time off work to be in for the engineer who on every occasion has knocked on the door and explained this call out has just cost NTL £50 as there is nothing they can do due to the blocked pipe.

For the first 2 months after install the landline worked very intermittently, the main problem was receiving next doors calls, talking clock calling me throughout the morning, and the emergency services calling me asking had I called. I presume the crossed line was caused by me being connected to next doors services?

Around July the Landline stopped working altogether.

I have been billed and paid for around £20 of unauthorised calls I did not make.

I have paid line rental for over eight months as part of my package, and have paid itemised billing for eight months. For an incomplete service which has caused no end of hassle and inconvenience.

I have taken over 5 days off work to wait for engineers, who through the faults department should have been advised as to what needs doing. Every time being a completely wasted callout as they've been misinformed of the work needed carrying out.

I have made over 30 calls to the customer service and faults department trying to resolve the issue and get credits on my bill due to inconvenience, breach of contract and lack of service.

Of 10 promised calls to be returned I have received one.

Supposedly on November 24th a construction crew were meant to have unblocked the service pipe which should have been done in May, I can't see any visible evidence this has been done. (there are some loose screws outside my front wall and a metal tube with glue in the top which appears to sit over the ntl duct, which has been left lying on the pavement – very shoddy workmanship)

A week later an engineer came out with instructions to simply feed the cable through the unblocked service pipe and feed it through my front garden to my brownbox. I advised the faults department I wouldn’t be in as I refused to take any more time of work to deal with this issue (not that they would need me in as all the work to be carried out was external and I had given my permission to dig up the front garden)

I came home to find a calling card through the door "sorry we missed you" no work was carried out because I wasn't in? What did they need me in for? ANOTHER wasted engineer call out.

I am now currently waiting on yet another callback from the faults department to send an engineer out to do the work. I was promised a callback over a week ago.

Nothing.

I'm at my wits end with the whole situation. No landline service for eight months is a complete joke and reflects the poor communication and workmanship of NTL.

I expect a speedy reply and response to this dragged out ridiculous issue that could have been solved in May if proper communication had been put in place.


^^^^^^^^^^^^What do you think?

Thanks in advance Paul :beer:

mp7125

Hi Paul Sorry to hear about your problems with NTL. The letter reads very well indeed. You might want to include with your expectation of a speedy reply and response, adequate recompense for all the time and trouble and inconvenience you have been through.

NTL don't seem to publicise an address or email to send it to. On their website they have the following advice which I wouldn't bother with given the stage of your complaint. I would suggest use How to Complain. By registering with them you can fill in the form with the details above and send it. They will ensure it gets to NTL complaints/customer services dept and hopefully an adequate response. Best of luck.

happyhunter

I had problems with NTL last year, phoned them to cancel but was told they only accept 30 days written notices. It was a Coventry address, can't remember now, as I have shredded all the correspondences.
Remember to sent it by recorded delivery. It took me 3 letters and 3 months to cancel!!!

fairenoughclough

[email="simon.duffy@ntl.com"]simon.duffy@ntl.com[/email]

is the e-mail to write to.

The day after I e-mailed they called me up and asked about the problems I'd been having and were quite helpful.

Pagan98

Or if you prefer to send a letter in the post:

Mr Simon Duffy
CEO
NTL Incorporated
NTL House
Bartley Wood Business Park
Hook
Hampshire
RG27 9UP

pault123

WOW thanks everyone! great advice. I included the bits you advised mp7125 and submitted it through howtocomplain.

I'm also going to post and email Simon Duffy, ive been searching for that email and address so thanks. Someone mentioned the name to me but didnt know the specific contacts!

daveboy

The address in Coventry is:

Customer Relations, Hertford House, Hertford Street, Coventry, CV1 1LF.

I had the misfortune of having digital TV and phone with them a few years back, where they kept on billing me wrongly, and even charged me for installation when it should have been free.

Hence my phone is with BT, my digital TV is through Sky.

To date NTL are the only company I won't do business with - I'd rather stick pins in my eyes than deal with them again.

Good luck.

mp7125

Hi pault123 let us know how you get on.

pault123

OMG I actually recieved a call from the area manager for manchester who is now sorting the issue out himself, AND a call from Simon Duffys exec office checking up on the area manager and making sure he had called!

Hopefully by next week I should have a phone line, going off there history this is highly unlikely- but at least I now have a mobile number of the AM and a direct number for the exec office and a promise it will be done from someone in authority

Thanks again!

Ill keep you all posted

mp7125

That's great news - hopefully things will now move in the right direction quickly.

pault123

As of last night I have a fully working phone line and brand new cable layed through my front garden! No more leaching off next doors services :snow_grin

Next question. Compensation?

I'm going to be offered some kind of compensation over the next week, what should I expect? What would you ask for? Don't want to be given some "freeline rental for a year" like any customer can get who rings up and says their going to leave, feel I need something a little more special/compensating for eight months of hell.

Paul