Its hard to know where to begin complaining about ntl, our experience has gone from frustration to despair.

Having returned from a long stay in Australia, I wished to transfer the cable service back into my name. I was informed that I needed to prove that I lived in my house, despite having previously held a cable account here. Further to this I was told that as my lodger had outstanding debts on his account, they would have to remove all equipment and issue a new account. They could not accept payment from me to clear his outstanding debt as I am not a blood relative. The net result: ntl arranged to disconnect the service - and could not reconnect it for a further 10 days. Why?

November 13th: ntl install the equipment. All seems to be well for 12 hours, after which we connect broadband services. TV service disconnects randomly, broadband much the same. 8 subsequent calls to customer services and technical support, averaging 20 minutes hold time on each occasion. Problems remain unfixed, a variety of excuses given ranging from we don't have the details of your account to the ntl mantra of "somebody else's problem". Two notes of light: Guy in technical support x2438 - bless you for your honesty and help even though its not fixed, and Jill on the customer services team - the only person who ever bothered to call back.

It is my honest opinion that if ntl did not have a monopoly on the technologies it offers (combined broadband & tv services) nobody would sign up with them. If an alternative company enters the marketplace doing the same things I will switch as a matter of principle. It is high time that ntl trained its customer service teams to solve problems instead of passing the buck at every available opportunity.

I will not be paying for this service until it works.