ntl aaarrrggghhh help please pleas,

pipjes

i signed up with ntl package in june, for all of their services, but i have nothing but problems with them. the phone keeps going off for up to 5 days, which has been rectified with them once. the tv i cant get all channels i have subscribed to. i have tried to report it, but thier waiting time is ludicrous, so after 30 mins waiting i hangf up. ive just got thru to their cancellation depts to try to cancel as its a faulty service and its driving me mad. but the lady said that unless faults are reprted and they casnt be sorrted at all then im tied in. surely there must be a way out of this??i cant keep holding for so long time each time i get a fault, as it costs a fortune, can anyone give me any advice please.
ps, i want to keep there broadband as thats been fine.

danio_2

Have a look on http://www.saynoto0870.com/ to see if there are any freephone NTL numbers....(Even if it's just a sales number...ask them to put you through to someone else)

jaws77

Get them to call you. Stop paying for a service you are not receiving.

pipjes

i tired to do that,, when my phone stopped working, for 5 days my friend phoned up, but were very rude to her, asking her all sorts of questions like, why havent i rung- to which she stated -well her phones not working-doh!!! they called me on my mobile, but wouldnt direct calls to my mobile for free like bt do. they wanted me to pay.
just found a freephone number for ntl thru saynoto. which i got through again, but i really want to get rid of the phone and tv becuase it is drivng me mad, but apparently unless its a terminal fault, then i would still have to pay for the full yr.

Morty_007

I really feel for you. We are having problems with NTHell at the moment as well. They are overcharging us by 17.99 per month and I have to keep phhoningh them up to get it refunded but they won't refund it, they will only add the credit to the bill and then they overcharge us again the next month...I am fed up with calling them.

No advice I'm afraid, just a big bout of empathy and wishes that your problems get resolved as do ours!
Morty

sparklymessygirl

Morty - I have been overcharged for several months - a total of £100 - a few weeks ago when I rang up they said they would credit my bank account directly but that never happened.

I rang up again today and they said that they would credit my account next month - but they got the figures wrong as it would need a credit for about 3 months - so I said that was not good enough and I wanted my money back straight away - the lass went to check and came back to say she would issue a cheque today. I then said that I was very unhappy about all the delay etc and the fact that their packages were not that competitive and asked her what she was prepared to do - she went to check again and came back and has offered me a £6 discount per month.

To tell the truth I am a bit confused about the pricing as she said I was already on a discount ( ) but I was happy with the extra £6 per month - let's hope it all happens.

So keep at them.

Pipjes - Maybe write to them and cancel the direct debits?

Sparkly

smellybum

Aint it funny that since they changed their phone no from a free phone to a 5pence a minute number we have to wait longer to get through to them.

In the past it only took me about 2-3 mins to get through no matter what time of the day. Now I get quoted wait times of 20 mins when I phone.

Also since the number change I have been experiencing a lot of problems with my phone, I was cut of for 8 days. I also am having problems getting all my channels and the box started freezing as soon as the number changed.
I have also started having problems with my broadband connection, the connection keeps getting lost with my network connection saying "trying to locate ip address".

My parents and next door neighbours are also suffering the same problems

Is it just coincidence that all these faults are happening now we have to pay for our phone calls to customer services?

I am really regretting renewing my contract with them.

Morty_007

to be honest we are incredibly confused about how much they have over charged us by now. They put us on a package we shouldn't have been on because we didn't ask for it and I only picked up the discrepancy after about 3 months when I suddenly noticed that we were routinely being charged almost £50 for the package which should be costing us £30!! (Basic package) I didn't pick it up because the beggars were taking 2 charges! I guess I could invoke the Direct Debit guarantee as we haven't said they can take to money but knowing NTHell they would cut us off sharpish and I really can't be without my BB connection because of work.

I just want to tear my hair out, its getting to the stage where my chest actually gets tight with anxiety when I think about ringing them.

I don't really knw what to do from here.

sparklymessygirl

Morty_007 wrote:

I only picked up the discrepancy after about 3 months when I suddenly noticed that we were routinely being charged almost £50 for the package which should be costing us £30!! (Basic package) I didn't pick it up because the beggars were taking 2 charges! .

That's exactly how it happened to me - I am also on the £30 package - two direct debits as apparently they bill the broadband separately......I couldn't work out why I was paying such a huge amount for a basic package especially when I don't use the phone much.

I don't know what else to say to you really - I complained about having to pay for an 11 minute call (amongst all the other complaints) - I guess I just got a reasonable customer services person - it may still all go haywire!

PErhaps just cancel the tv and phone DD and write in to them recorded delivery citing their breach of contract and that they will have to take you to court to recover any more...

Sparkly

shoppingnoodles

You totally get my sympathy vote - I signed up with NTL last September and between then and Jan 06 my phoneline worked less than 50% of the time.

After months of trying to get it sorted I finally snapped and refused to get off the phone until they had agreed to cancel the 12 month contract and refund me for the time I had no phone/net. NTL told me that they were clearly in breach of their contract as they had not provided the stated service and that I was well within my rights to cancel.

However.......it took me until April 06 to get the refund and I had to nag and nag and nag..............

I found that threatening to take it to Ofcom helped and I always asked to speak to a supervisor. They usually won't put you through immediately, but they get one to phone you back within 24 hours. They usually have a bit more power to get things done.

Best of luck.