NTL - Darwin was wrong

Darth_Mallrat

I've been a customer with NTL from around 1997 when it was Comcast cable.

I took broadband in 2001 as one of the first to do so, having the service removed last year as I was not at home, but keeping the phone line going. I recently signed back up on a great offer £13.99 p/m for 1Mb and was given the option of 2Mb for an additional £1.50. I was told that the contract was for 12 months, and so, knowing the changes in the market, asked if this was fixed for the contract, advised it was so £14.99 for 2Mb for 12 months - great deal!

This service showed on my bill as 2Mb broadband £24.99, credit £8.50. Did not notice till the second bill when the credit went down to £6.50, so missing credits £1.49 & £3.49.

I called NTL (now on 0845 number from May 1st) and spoke to Customer service prevention representative Craig, a daylight deprived mumbler who obviously lost valuable brain cells each time the dribble fell from the side of his mouth.

He told me there was nothing he could do as the terms and conditions state that they can vary their prices when they want, and that I should have read the website where the increases were posted. He said I may have been misquoted prices by the sales rep, but basically - tough. I cannot perceive anything in terms or conditions that would a) override a fixed price for a fixed term, or b) obligate me to visit their crappy website "just in case".

I told him that the price had not increased, I am still charged £24.99, less the credits, which is where the decrease occurs. The conversation then went in circles, as I asked him to read what the notes said. He told me that we were just repeating ourselves, I told him that this could easily be rectified by giving me the information I asked for.

Evolution then went backwards as his amino acids broke down and the phone went dead, probably to land in a pool of confused goo.

At no point in this call did I get abusive or use anything other than language designed to get me an answer, but this was now p**sing me off! 20 minutes on the phone and the only resolution I had was that eating your 5 a day has it's benefits, advice too late for Crai-goo.

I smoked a cigarette without exhaling then called back.

Customer service put me through to Sales.
Sales put me through to Packages.
Packages informed there was nothing they could do, as that deal was no longer available, but all 2Mb lines now got 4Mb, and with my credits, that worked out at £18.49.

I told him that this was advertised as a free upgrade to 2Mb customers, that the overall price (£24.99) had not changed, but the credits did not reflect the £14.99 fixed for a year deal. Again he could do nothing and had as much initiative as a rabbit in headlights. He said I could call back tomorrow before 5pm and speak to someone who could do something (retentions). I said I had spent an hour on the phone and I wanted to speak to someone, he could not guarantee a call back so eventually got a freephone number which for any NTL customers having similar problems is 0800 052 9403.

I guess I will try tomorrow and at least waste some more of their valuable time.

I hate call centres with a passion as they remove customer confidence, corporate responsibility and also promote the use of stupid language.

1. Using phrases like "should of" sic. to imply that it is up to the customer to pre-empt any event that may happen, which against unfathomable and infinite stupidity is impossible.

2. "I appreciate what you are saying/how you are feeling". Appreciation is subjective, and while they may have certain benchmarks of appreciation, I would wager that mine are very different, eg: I would appreciate getting this mess sorted out.

3. Can/will substitution - "There is nothing I can do for you"

4. "I will action that for you." Action is a noun not a verb -enough said.

Anyway, rant over -exeunt.

davesgirl_2

4. "I will action that for you." Action is a noun not a verb -enough said.


pmsl:rotfl: i've been with ntl for about 3yrs now and always find them useless:rolleyes:

kuohu

Great post (although feel slightly guilty smiling through your horrors). You should write for The Register or something.

Turning_into_scrooge

http://www.cableforum.co.uk/?

This is NTL hell website which i posted on recently as i also had quite a problem with them, I managed to sort the problem out by posting on here. There are many NTL workers who will help you on these boards and give you inside info as well on how to deal with your problem and exactly who to escalate it to. Have a search and good luck, HTH

Quasar

The good thing about sites such as this is that one gets so much feedback on the things that matter. I would also add that my neighbours switched to ntl a few years ago and I never saw/heard either of them lose their temper before then.

I have been approached by ntl (well, most people have) but terms such as "bargepole" and "don't touch with" keep crossing my mind...

Darth_Mallrat

Darth_Mallrat wrote:

He told me there was nothing he could do as the terms and conditions state that they can vary their prices when they want, and that I should have read the website where the increases were posted.

I took a look at the FAQ regarding the recent price increases http://www.home.ntl.com/page/customerupdate

Quote:-Are you changing the price of your Broadband access services?
-No. There's no change.

This is gonna be fun.....

webmasterpolo

I have tried to help friends sort out problems with NTL/telewest?blueyonder whatever they want to call themselves, they are a nightmare. I agree with the above, "bargepole!"

-Web

Darth_Mallrat

Sorted!

Talk unlimited, line rental and 4Mb broadband - £23.00 p/m for 12 months.
Total saving £3.00 p/m on previous offer.
£5.00 credit for missing credits of £3.49 + £1.49. :j