| Company: NTL I had NTL installed last year and since the same has been installed we have never been able to use the interactive screen on our television. We have on every occasion had to explain the problem in that when the interactive screen is selected we cannot scroll up or down and the screen freezes. We have to literally pull the plug out and re-boot the box every time. As you can imagine with two children this button is quite easily hit by mistake and it is very annoying. Despite exhaustive phone calls, engineers attending the property, rectifications by a phone engineer the problem still remains. We have heard all sorts of explanations for this fault: 1. We were told it was a fault with the server in our area. That’s funny because someone down our road doesn’t have a problem with this. Also we are connected to the modem and that is working fine. 2. We have been told the system was not installed correctly and the engineer on that particular occasion fiddled with the street box outside and said it would work the next day if we tried it. Obviously this didn’t work. 3. Another engineer came out to the property and checked the box to see if we had been set up properly and commented that he had only seen one other problem like this since starting his job. He said that the problem lay with the log on to the interactive side of the package. Obviously I don’t know what he was talking about and he didn’t really. He said he would pass this onto the man “Danny” who is the chap that deals with this area for problems. He said that he would get Danny to sort it out and indeed spoke to him on his mobile telephone whilst he was at our property. Someone was supposed to call us back the next day and sort it out. We did say to this engineer that we were fed up and told him that if this was not rectified soon you could have the whole package back and we’d go to a reputable company for the channels. I could write a book about the times I have complained to your Customer Services, (whenever they can be bothered to answer the phone) and I am sick and tired of phoning to be asked the same questions again and again. I am mentally tired of complaining as I get no where at all. I therefore would be grateful if you would contact me with your urgent response, failing which I will report this matter to Trading Standards as I have this right as a Consumer, and seek compensation from you in the sum expended on your package since installation. I will however state that if we could just have the internet modem and phone package, and forget the tele package we would be more than willing to pay for these two services, but refuse to pay any further for any of your services until this matter is rectified. I will cancel my direct debt with you unless you contact me immediately. Yours sincerely
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