Fun with NTL - not!!!

L_D_N

First of all I would like to say that NTL do appear to have now sorted out the problem so thanks to them for that. :j

Has anyone else had the fun and games of trying to get a) the correct package (the 3 in 1) and b) the correct pricing on their statements?

I have been trying to resolve this since early June. It started when I initially ordered the TV and phone online but then called to change the deal to the 3 in 1 a couple of days later. 'Yes, madam', I was told 'that has been done for you'. Silly me, I believed them.

I have made at least ten phone calls which all resulted in promises of sorting the problem out and have sent two emails - niether of which have been replied to. I logged a complaint over the phone with a representative early July - no reply.

Apparently the complaint all go through to one place who only deal with correspondance but have over 40,000 to deal with so will 'deal with it when they get to it'.

NTL are also sending out paperwork with incorrect telephone numbers on which apparently has been noted but is 'not a priority in the range of things they have to deal with'. I pointed out that the route by which their customers have to contact them should be one of their highest priorities.

Anyway, that's my rant over. As I say, they do seem to have sorted the package issue out although they are reluctant to confirm this in writing to me they 'don't do that' and they can't stop the reminder statements for amount I am not due to pay coming out.

Whatever happened to customer service being important in the service industry?

Just wondering if it's just me? :rolleyes:

Anniek1969

Haven't had that problem but did have the problem of them billing me every month for over 6 months after we cancelled with them. They even passed it on to a DC. After numerous letters and emails we recieved a letter from them saying, we're sorry you've been having problems but we now know that our colleague has been in touch with you and have resolved the problem. No-one contacted us but we haven't heard from them since so maybe fingers crossed they've finally got it sorted.

The customer service with NTL was always a bit of a nightmare when we were with them.

L_D_N

I'll look forward to that if I decide to move after the 12 months!

I think the problem is that they have different departments (probably in different locations) dealing with each area i.e. online orders, accounts, complaints etc. One hand doesn't seem to know what the other is doing.

The engineers who did our installation told me that they are always getting to homes to find the order doesn't match what the custoemr wants. They also said that the operators agree that an upstairs extension line can be done within the regular installation which it can't. This leads to the engineers getting shouted at a lot.

Oh well, fingers crossed on this one for now.

amandawest3

NTL have rubbish customer services on the phones the engineers are alright once they finally sort a problem out after.. 5-10 hours on hold... there quite good...