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For
the past two months I have had a problem with the ntl freedom package
I have been asked on screen to send my users name and security
number I have done so,the my i.d. has been accepted but ntl still refuse
to allow me on line I have called ntl helpline so many times I AM THINKING
OF CHANGING MY SERVER.I AWAIT A REPLY FROM NTL. Nicholas Price
... 17 January 2004
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A little hint - to get through to a department
quickly with ntl.
Always go for the 'Pay your bill' option when phoning. If your
going to pay them money you hardly ever get left in a queue
Nigel Morgan...18 May 2003
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I can quite understand why this page has been set up. I
AM TOTALLY SICK TO DEATH OF NTL. I had a perfectly good system for using
the phone and internet until their ridiculous "four number"
upgrade was FORCED on me. I HATE IT. Pat
Duggan... 10 June 2003
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I do not not have a complaint, but I have a compliment.
I was on to your services and this lovely person named leianne
really helped us. She deducted our price for ourinternet, as there was
a big mix up. I would like to thank her so much. Natasha Burke
... 21 July 2003
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NTL and other cable companies in this country seem
to be run on a monopoly. If you are living in a certain
area you can only get services from one cable company. Surely this is
illegal? Robert Henden ... 10 August 2003
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I am sick to the back teeth of the appaling customer
services of NTL. I wanted
to transfer my NTL service as I was moving house. I telephoned numerous
times to be left on hold or transfered to many different departments.
In frustration I then wrote a letter to cancel all NTL services and for
them to send me a final bill to my new address. I then received through
my redirected post a bill for approx £198.00 for purchase of the
most obscure channels and adult pay per view channels which had not been
bought. (Incidentely I have previously been charged for adult pay per
views channels whilst my boyfriend and I were on holiday! When I rang
to dispute this I was told an engineer would come out and check the box,
if the channels were watched then I would be charged £50.00.
Needless to say someone from NTL came out and could find no trace of the
said pay per view purchase. I have telephoned customer solutions approx
6 times and spoken to different people each time, been referred through
to the wrong department and back again on virtually every one of those
calls. NTL claimed they never received my letter however they did have
knowledge that I wanted the telephone disconnected but had no record of
the the TV servcies! mmmnnn strange considering this was in the said letter
that I sent that they didn't receive!!
I have now received, once again through my redirected post to my old address
a notice from the disconnection team threatening with debt recovery services.
I telephoned that number today and they said it was a mistake and that
I need to speak to customer solutions, I got put through to them and what
a suprise they said I was through to the wrong department they would put
me back through to debt recovery! I am now waiting for someone to ring
me back. i would never ever deal with NTL again, it is a nightmare how
much stress their incompetent staff put you through. Jane Hilreth
... 28 August 2003
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Why is it that NTL cant provide me with Broadband
in my area. Its being 5 years on and NTL seems to be maining
the areas that has already got broadband. I live in Herne Hill in South
london and they cant even provide the people of London with broadband
or even caller i.d on telephones. they call themselfs the biggest cable
company in london, but they are the biggest cons in london....its just
totally stupid. Mr Mark Hale ... 11 September 2003
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Suggest mp or other such 'voice' bring
this faceless abomination to book. Make them pay for us having to endure
their appaling customer( dis-) service!
Seamus Goodwin ... 5 October 2003
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I am totally disatisfied with the lack of customer
care and service that NTL have provided me. I have waisted
alot of time and effort trying to get braodband installed,the operative
that installed has wiped system files from my computer. I have not had
an e-mail facilitoy now for some four months. this is totally unacceptable.
I would like to lodge a formal complaint as to my treatment. There has
been a total lack of customer care and I have been passed form one person
to another sometimes on the phone listening to music provided to me by
NTL this has been irritating to say the least.
My computer was running fine with dial up networking from aol. since NTL
was installed i not had a normal computer service and have lost a great
deal of my work having also had to have my hard drive completely wiped
and software reinstalled at some cost. Not only that I am now with out
software such as microsoft word and XL ect. David Hudson .. (by
email) 25 October 2003
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I've been having the most awful performance from
NTL email. I'm an NTL broadband customer, and the performance
when using other email servers or the Internet is fine, it's just NTL
email. Whether I connect using Outlook Express or through webmail, it
can take a long time before the servers decide to connect me and deliver
my incoming mail - outgoing seems a little better.
I have contacted NTL by email and by telephone (nasty thought just occurred
to me - what if they're trying to make the email waiting time equivalent
to the waiting time when calling their call centres??? AAAAAGH!), but
all I've been told is that they are having technical problems and their
technicians are working on it. That's been the excuse for at least 8 weeks
now. I decided to search for an NTL Ivory Tower (Sorry, I mean "Head
Office") number to vent my spleen, but came across your site first.
Ian Hornby ...(by email) ..4 November 2003
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The cable franchises exist because the cost of investment
to install cables to a street is very high
and it is not economcally viable to have many different providers
installing cable. This is therefore a monopoly in a sense, but it is considered
in the public interest because without it there wouldn't be cable at all.
However, if a franchisee in a given area doesn't want to install
cables it needs either to be made to do so or else the opportunity given
to another provider. I'm in NTL's area but NTL is not installing cables
to uncabled areas where it has the franchise. It's not acceptable that
the opportunity to supply service isn't extended to someone else in those
circumstances.
I had NTL in Glasgow's Garnethill district and it was OK, some usability
issues on the interface and long queues for technical support but you
could get through if you rang in the wee hours. I've now had to go with
Sky TV and BT Broadband, which are also good. Martin Bucknall
.. 8 November 2003
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Customer service, well NTL doesn't provide it. This
week I have taken two days off work for installment of NTL cable and telephone.
On the first day two men arrived late and informed me that they
couldn't do it as it was only put down as a quick connection and the job
required about two hours work.
Another appointment was arranged but they failed to turn up.. On phoning
them to enquire what had happened, they stated that nobody was ever going
to turn up as it was a T in the road. When I asked when this problem was
discovered they stated on the day the engineers originally attended.
Despite me taking another day of work for this work to be completed on
07/11/2003, they never even called me. I have since been trying to cancel
my direct debit account and get a refund for the 25 pounds I have paid.
Each time I called someone was going to put me through to the disconnection
team. I never got through.
I eventually was so exasperated I spoke to a male who appeared very helpful
and he stated someone was going to call me back, this never happened.
Why isn't something been done, its not rocket science to set up, cancel
or put someone throught to the right department!!
Mrs Jane Corrigan ... 8 November 2003
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I am so pleased that I'm not alone in my problem
with ntl! I had a Family Pack (not including Sky Sports
as requested!) and Dial-up internet installed at my student house last
October. However, when the 9-month contract expired in July, a number
of attempts to arrange the collection of the equipment ended in failure.
But at the same time, I was still being charged 43 for both services from
a house which I had by now moved out of! Calls to the "helpline"
tried my patience to the limit, so I e-mailed and wrote and received no
reply to either.
Thankfully I cancelled my direct debit as ntl continued to charge me,
despite the expiry of the contract. And now I have discovered that bills
are still being sent to my old address now totalling more than 90 and
threats of court proceedings if I did not pay! So, I decided to sort it
out once and for all by phoning customer services. After waiting a total
of 35 minutes and being transferred 3 times, I was finally told to "ignore"
all the bills as student accounts do not get closed down!
I am really uncomfortable with the idea of threats of prosecution still
being sent to me even if I am told by ntl staff to simply ignore it, so
I asked them to ensure I wouldn't receive any more. But I have a feeling
this won't be the end of it! Daniel Williamson .. 18 November
2003
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Does anyone actually work at NTL or is it a virtual
company? I have had such bad service recently (broadband
is off the air for some time nearly every day) that I sent a moan through
the so-called complaint line on their web-site. I pointed out that the
information re outages on 0800 052 4315 is inadequate, and differs from
that on 0800 052 200 (which is only available in working hours). I asked
why the service was so poor.
The response was a standard one, not even addressed to me, saying my views
had been passed on to the relevant department who would be learning from
them. It was signed Philippa but when I sent a response via the Reply
button I got an automated reply saying that that address was no longer
in use!!
The infuriating thing is that they dress up their web-site with statements
about aiming for excellent service and always listening to their customers.
this is clearly rubbish! Geoffrey Hollis ... 24 December 2003
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I had a direct debit set up to pay NTL for my cable, which
they neglected to collect one month, but instead of telling me they just
waited three months and sent a pro debt collector to officialy warn me
of impending court action. I called NTL to ask what the hell they were
playing at,(20 minutes, 3 forwardings) but they can't explain what happened.
I can't believe this joke of a company still exists, and I've written
to all four NTL addresses I have to complain bitterly.
Paul Burgess.....26 November 2002
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My Direct Debit did not go throug one month,
and after a call from a ntl representative she agreed to add it in to
my next bill, still after a few days I
recived a letter saying they would cut me off if I did not pay promptly.
I paid the bill the same day ad rang ntl to tell them I had paid the bill
and for them to not add it on to my next bill. They agreed. Still a week
later I received my next bill with the old bill added on to it. I rang
them up again saying I had already paid that and told them not to charge
that on the Direct Debit, which they agreed But Then I get a letter from
my bank saying that the Direct Debit have not gone through because of
insufficent funds on my account and they will charge me £30 for
that. I ring up ntl and tell them that I am beeing charged £30 because
they have overcharged me. Now they claim that it is not their responsibility
I should have cancelled the Direct Debit, which no one told me.
And thats not all I had to wait 5 months to get my free internet connection
cd, which by the time I finally got it they have started charging £10
a month for. This is not their fault either apparently. They told me on
several occasions that I would be on the payment plan as if I had received
it when I was ment to which wold be £5 for existing customers. Apparently
they have no notes of this suddenly and are subsequently charging me the
full amount, there is nothing they can do about this once they have started
charging me according to ntl. Change internet provider was the advice
I got. Linn
Wirum..1 May 2002
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How Bad can a service be!!!!!!
NTL being a large company you would of thought that 24/7 helpdesk
would not be a problem.Or a simple matter of giving a customer the right
information .Oh and the fact that I love holding for 20-45 minutes every
time you call.
In fact I can not think of a single thing that NTL do right.I have had
the tv and phone service for up to 6 months now and have requested it
to be disconected.so far they have promised things they can not give such
as setting up a DD, it always suprise's me when a company likes to give
its service away free. kelvin...23 May 2002
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I have repeatedly asked NTL if I can have cable
installed. I have been told that NTL do not operate in my area...although
if i lived 5 yards..yes 5 yards away this would not be a problem. I can
actually see the house from my window whose occupants happily enjoy NTL's
product. Im even more flabbergasted to keep recieving a bill from NTL
addressed to the previous owner of my house!! I jest not, are NTL saying
that 4 years ago NTL was available and now the cables have been mysteriously
removed? All I want is NTL to enjoy programmes, do NTL not want new custom?
i would be delighted to know? if anyone from NTL like to discuss this
with me feel free to ring me on XXXXXXXX- number witheld by Editor Christina
Shaw...30 March 2002
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NTL have begun
to charge me £2 for not paying by direct debit. The
story is involved, but reinforces the many comments about this company's
poor customer relations. I have yet to receive the contractual justification
for my £2 charge. Loads of personal observations, which in no way
relate to NTL's published conditions. Having read some items from other
disgruntled customers, I despair of any satisfaction from this thrid rate
organisation.
John Procter... 16 February 2002
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Can I just say that NTL is the worst 'service provider'
I have ever used. They have got almost everything wrong and
dealing with customer services is a nightmare.
Just to give 2 examples: at one time they switched off my service without
warning despite having not one but 2 direct debits in place!
More
recently they have removed nearly £200 pounds from my bank account to pay
for someone else's services! I imagine anyone who has dealt with NTL a lot
will be familiar with the fact that amazingly often when you are transferred or
on hold you get "cut off" and have to start all over again. Is it reasonable
to assume that a high proportion of the time one is "cut off" this is
actully deliberate?
Paul R....8 January 2002
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