Cancelling my ntl contract - dilemma....!

Helzy

Hi,

Currently ntl do not provide a service throughout the whole of Northern Ireland.

I signed up to a phone/tv/broadband package back in November 05, but have bought a new house in an area of Ulster where ntl do not provide a service.

When I move, ntl say that I will be due to pay them a 'cessation' fee of £32.99 per month from the date that I move right up until Nov 06. They say its because I signed up to a full years contract, which I am breaking (but only because they don't provide a service where Im going).

Surely its not right to charge for a service that's not being provided????

Can anyone shed any light on this issue for me?

SparciaM

I had NTL for 6 months and then moved to a non NTL area. I called and said "I'm moving and would like to take NTL with me, what can you do" they informed me that I couldn't take it with me as it isn't an NTL area and that they don't penalise people as it's not my fault that I'm moving out of the area.

I asked what next to do and they advised that they will cancel the contract and send a final bill (Dec 05). I got this bill and paid up and that was it. Feb 06 I got a bill saying NTL owed me £4 so I called to query and told this was the case. Then in March 06 I got another bill saying I owed NTL £10, I called and queried and was told this was the case. I explained the above statements about moving out of area and was transferred to a manager who confirmed that I had to pay £150 for the remaining 6 months.

I complained and said I wouldn't pay as was told I wouldn't need to and advised that I wanted him to look into and get back right away.

After 2 days and 4 more calls I got back in touch and moaned that no-one got back to me. I said again that I wouldn't pay and this was un-acceptable. I was then passed through to a higher manager who said that charges stand. So I wrote a letter to their customer concern and was told would have a reply within 10 days.
10 days later no reply so called back in and was transferred directly to customer concern and I spoke with someone there who said "Terribly sorry, you moved out of the area, we have new policies in place for this and you shouldn't pay anything. I've wiped your debt with us and you'll get a final nil balance bill" I got his direct line and the direct line to customer concern which is 0845 0450244 (the guy I spoke to was Alex).

So my advise to you is, call and say you wanna take NTL with you, when they say no find out what to do. If you get no joy then call customer concern direct on that number and say you sent a letter in and you were told on numerous occasions that you wouldn't be penalised and see what happens.

Customer Concern couldn't find my letter, couldn't see any notes on my account that I was told no charges would apply, and so was my word against there's - granted it took 7 phone calls to get this far, but be pursistant as they can't have one rule for one and one for the other. I'd be happy to say that I got a refund of all charges if this would help you also.!.

Helzy

Thank you SparciaM.

I'm nearly depressed just thinking about the run of calls I'll have to make! but I'll follow the process you went through....

Cheers,

HELZY

Angelfee

I was with Ntl when i lived at my mothers, i moved to london where they do not provide a service and did inform them of the move, they continued to take money from my account and i had to phone them and complain to which they appoligised, but now over a year after i moved a letter from a baliff company has arrived at my mothers sayin that i owe Ntl money for the internet service that they were supplying to my mothers address that my brother has been using for free, which has nothing to do with me as i dont live there and i did ask them to cancel the service

Helzy

Thats shocking.

....perhaps someone who works for ntl could help us out here ??

Madasafish_Customer_Care

Hello Helzy and Angelfee,

I was curious about the NTL policy so I did some research.

I found this: http://www.ntl.co.uk/home/moving_house/faq.asp

What interests me is the statement:

"If you are not transferring your services to your new address or if you are moving outside of our networked area, you will have to pay for all services for 30 days from the date you informed us of your move."

The implication is that you're only responsible for 30 days of service from when you've given your notice and not the remainder of the contract.


Kind regards,
Samara