Posted by leeboy13
hey all...
just after some advise really,...
Ive been a NTL customer for over 2 years now (just basic broadband package).. i recently upgrade to the 3 for £30 offer (TV, Broadband and phone line).. this was in october (at teh start i think),..
Basically they totally cocked up my order... they put my on the family pack (which i didnt even know about) and put teh broadband and phone line through seperate... this mean't i had a bill of about £60-70 ???? not a happy bunny! so i phoned them and after much deliberation they decided to agree that infact i should of been put on the 3 for £30 offer and said if i made a payment of £23) that next month everything would sort itself out.....
right during this time ive have my internet blocked, my phone line barred and lots of phone calls.... basically i'm totally pi$$ed off with NTL and dont know what to do... i have to call them on a number today but was hoping for any recommendations as i know theyre gonna demand money and i really cant be arsed to got through teh same ordeal of having to re-exoplain to someother pillock on the phone... ...
tempted to disconnect everything and tell them to pick it all up - so unhappy with their service here....
can anyone please help... i ealy dont know what to do
lee
Posted by fatreg
im old school.
BT do phones and
SKY do TV.
as for broadband plenty of ISPs are good.
fatreg
Posted by leeboy13
yes mate, but can you get those 3 for £30 ?
if so show me how and i'll sign up.... its the problem with cardiff see, id use telewest but we aint got it here
so im kinda stuck with NTL
but im phoning them before the end of the day so i need some advsie ion how to approach them... as ive gone aroundin circle sfor too long now
ps fatreg, hope you had a jolly holly
_________________
when the sh!t hits the fan - duck and let the person behind get hit
[ This Message was edited by: leeboy13 on 2006-12-07 11:33 ]
Posted by J-J
Bt Phone Line £11
http://www2.bt.com/static/i/b[....]home/home_phone/new_lines.html
Sky Tv, basic package £15 (£7.50 first three months) Free broadband!
http://87.86.186.37/showmeskybroadband.htm
Just signed upto NTL aswell and had our first bill thorugh and they are trying to charge us for the family package aswell which we havent got, ive got the fun phone call to either Wales or India to look forward to this evening
Posted by leeboy13
mate you best phone them before 5 beacuse after 5 theres noone there with any sort of authority... thats what ive found anyway......
but its like a roundabout..... if its as cheap as youve just shown im cancelling due to all these stupid problems...... its not what i signed up for....
Posted by J-J
cant phone before 5 as i havent got the paper work with me, ill risk ringing tonight and be prepared to tell them that they are crap at their jobs.
Check the links mate, its that cheap, you can even get better broad band for a few quid more!
Posted by leeboy13
best of luck then mate, but write it all down and get a ref number too (coz they wont make any note of teh call).....
only problem with having SKY is i aint got a BT phone line and dont really want one, only had one with ntl beacuse it was so cheap in teh end (3 for £30)
come on peeps, someone must have some experience with these people... or experience with messed up providers in the past... basically i wanna cancel now... i dont want ntl anymore.... whats the best precess for this?
Posted by joebmc
Just out of curiosity you don’t get all the TV channels with ntl do you? Like with sky for £37 odd a month you get almost everything apart from sky sports.
Posted by leeboy13
no you dont mate... its teh basic package - a lil better than free view (which is what i had orignally).....
basically all i wanted was a good broadband provider - and now i got all this
Posted by mutleyboy
good luck getting anything sorted with ntl
they are currently threatening debt collection against my gf due to problems they have caused us.
Over charged for a broadband service and refused to sort it out so eventually we cancelled the DD.
Everytime we phone we can speak to someone, but as soon as we explain what has happened and we want to make a complaint we are miraculously cut off the phone line or told computers are down and cant input any thing into the system at the moment.
This has happened all 5 times we have phoned now, also written a letter to them and had no reply.
also asked for the service to be cancelled so many times since this all started happening and the person on the phone says ok i will make a note about this and get it done, only for us to keep receiving bills and when we phone back it turns out oops the person we spoke to before didnt put a note on our account.
Unfortunately my gf signed up to NTL before she knew me otherwise she wouldnt have had this situation because i would not have let her sign upto them as i knew full well of their reputation as cowboys and con men
not sure what our next course of action is, no way are we going to pay them when its their fault everything is so screwed up, who can we escalate the problem to? any watchdog type place to report this to, like you can go to ofcom for phone stuff, what about this?
cheers and sorry to jump in on your thread lee, just thought i would add to the complaints!!
Posted by leeboy13
mate it sounds like were totally in te same boat - theyve totally over charged me too and say teh exact same things - 'our systems are down, cant input a note etc....' so everytime i phone i gotta go back through it all again.....
thanks for this info... im gonna go apesh!t on them now!
Posted by fatreg
have you made a list of when you have called and been cut off?
ie times dates etc?
do you also have proof that you sent them a letter?
they have 14 days from date of receipt to reply to your letter or you can feck em over.
write steve.burch@ntl.com and email.
he is mr NTL.
fatreg
Posted by leeboy13
fatreg youre a star matey!!!
mutley boy, if you wanna 'team up' on this one and make a joint appeal, im up for it... let me know asap
I just got off the phone to them and basically they said teh longer i leave it teh more problem 'i will be in'
to say i wasnt happy would be the understatment of teh century!!!! i went a bit mad, saying that i understand contracting laws, and it is not me who has broken any contract - it is them..... i signed up for a service which i have not been provided.... and wrongly over charged for.... i will not pay a single penny until a bill with teh correct charges are presented to myself.... the owness is on them as they made the mistake....... as i streesed to te guy on the phone, its not that im unwilling to pay anything, its that im unwilling to pay anything more than i actually owe.....
let me know mutley boy as the more people we can find with simular problems as ours teh more chance we have of getting this sorted.....
(on a lil off note teh phone call i made before this one, i got through to a girl who clearly was putting me on hold to have 'laugghs' with her other call centre chums - but i heard them...... (baring in mind i was on hold for around 30mins before i got through).... what a joke!!!!!!!
Lee
Posted by mutleyboy
will let you know lee when i have a chat to my gf later when she gets home
thanks for the email add reg, we do have a list of times of phone calls etc,
will send another letter recorded delivery this time and see what happens
Posted by fatreg
heard them chuckling leeboy?
hope you got her extension number?
send that NTL chump an email, explain that you have spoken to a few people that are in the same boat, and unless HE can sort it out you will have no choice but to go to trading standards and ofcom.
that should get you somewhere.
if that fails leeboy et mutley. you need to get the ADR instructions from NTL (should be on the back of a bill) and do that, ADR btw is an alternative dispute resolution, bascially you send a letter to A who works for an independant company, A will look at the problems and if NTL are in the wrong will order them to sort it. BTW you can only do this if you have formally complained to NTL.
fatreg
PS. i know i said about making notes of when you called, dont make it up, they can check, also does it say when you call that all calls are recorded or some? if all, explain that you have called x amount of times and let him go back and listen to them.
PPS. if you hadn't guessed i know all about complaints!
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[ This Message was edited by: fatreg on 2006-12-07 15:00 ]
Posted by leeboy13
@mutley boy, no worries mate
@fatreg ,cheers
i think it says some calls are recorded also everytime i phone up they say they have no records of my previous calls.....
im at loss is it worth emailing that chap and explaining everything to him (after all i ws a NTL custiomer beofre the upgrade to 3 for £30 and for iover 2 years we never had a problem.......)
what you think fatreg mate?
Posted by fatreg
i reckon ive updated my previous post and you have to mail him yes..
or not him but you have to compain formally.
fatreg
Posted by leeboy13
mailed him.....
this:
'Name: Lee Walbyoff
Account Number: *&@####
Address: @###~~@@~~~###
Hi,
I am writing to in to try and sort out the problems have have been experiencing with NTL. I do not want to write a huge email as there is a lot to take in so i will try and be as brief and to the point as possible.
Basically i have had a NTL account with you for well over 2 years now and about 2-3 months back i upgraded to your 3 for £30 offer.... i clearly made sure the price of £30 would not change during the 12 months as stated on the flyer i had (which i still have). The bill i received following this upgrade was for £60+, as you can imagine i was not happy one bit. apparently they had no record i wanted the 3 for £30 deal.. they billed me for a family pack add on?? and for each service (phone, tv and internet) separately. this has been going on now for 2 months...
I have called a number of times to sort this out (the first time the representatives have admitted a mistake has been made on their behalf and offer to sort the problem out) which they did although further billing was carried out and my bills are still not right. I am not in any kind of position to afford more than what i have asked for £30.
After another call i was most upset because after waiting over 30mins to get through i heard people in the call centre joking and laughing (all talking very communally - makes me wonder why exactly i was on hold... also the girl i spoke to put me on hold a few times while she checked her systems in which i could still hear her messing around.... this is very bad customer services and frankly not at all what i would expect from a large company as yourselves...
I have written to you because i cannot bare going through the process of the call centres any more at 'my' expense. this is not my mistake, it is NTL's and i refuse to carry on like this.. I do not wish to cause any problem, just wish to get this situation rectified so that i may enjoy the services i am paying for...
I will eagerly await your response and not to threaten anyone, but i will be making a copy of this email and all other correspondence to forward on to either trading standards and ofcom. I have spoken to a few people in the exact situation as myself and fell it is totally unexceptionable...
I would like a solution to this asap as if i cannot get the service from NTL i will look else where.
Kind regards
Mr Lee Walbyoff'
hows that sounding... as for dates, i have it written all down *cough* somewhere lol, (honestly) just gonna take some time tonight to find it all
What you think fatreg and others
*******after reading this back i realise how much my english actually sucks
*****
_________________
when the sh!t hits the fan - duck and let the person behind get hit
[ This Message was edited by: leeboy13 on 2006-12-07 15:28 ]
Posted by fatreg
looks pretty good to me.
however..
i would send it as a letter on email.
sounds petty but then he can treat it as a letter.
ie 14 days!
you get me?
fatreg
Posted by J-J
haha
rang them up last night expecting to get this sorted on one call, how wrong i could be!
Im sure the bloke i spoke to was retarted as he had a real problem understanding something simple, the call eneded without him resolving the issus but promising to call back today, then 20 minutes later half our tc channels disappear! oh dear NTL, your in for it tonight!
Posted by leeboy13
told ya matey...... not trying to sound like a gimp here but they really are terrible.....i say we get together and sort it out... power in numbers and all that! im just waiting for my internet to be blocked again............waste of time buggers!
ive waiting mr NTL to email me back now
Posted by leeboy13
its now been 11 days since i sent that email to Mr NTL....
@fatreg, do have to wait 14 (working days) or 14 days in total?
basically NTL have cut my phone line and internet now grrrrrr!!!!!
wanna phone them and get it sorted now as i cant cope without interent especially over xmas... gonna sign up to sky me thinks
anyone got any advise? i just wanna cancel with NTL... im happy to pay the £30 for each month but no more.... as i aintr used anything else
Posted by fatreg
14 working days.....
call em and say OI what you doing.
explain that you ahve taken up a complaint and until that is resolved no more action should be taken on your account.
well once the bar has been lifted that is.
fatreg
Posted by leeboy13
blinking heck... another NTL phone call to occupy my day.... ffs! oh well i guess it has to be done... wil phgone them in a bit
i will threaten them that if they dont reactivate my phone and internet that they are in turn stopping me form sorting this out and infact are taking up time of my employers! (due to me having to phone when im in work etc....)
I hate NTL and have to erge anyone whos thinking about signing up to them to think twice..... i have neve rin my life had such poor customer service and i even had a 12 month stint with 3 when they first came out who were bad enough lol.... but NTL - the worlds worse compay i think!
cheers for the advsie fatreg
Posted by fatreg
np leeboy...
5 years of complaints sorts you out!!
fatreg
Posted by J-J
Lee - did you try that email address i gave you?
Posted by leeboy13
yes mate... i didnt get a reply tho
not long left for MY NTL tho
i dont suppose you have a direct line for that guy mate? because i have to phone again today
cheers buddy
Posted by Miss UK
are you paying by Direct Debit?
if they are still messing you about phone your bank and cancel the DD,
if they say you owe them after everythings terminated take legal advice.
Telewest were buggers when we joined,
they promised us a TV Box set but we didn't get it, turns out they were charging us £25 for the phone and £25 for the Broadband, We didn't mind that in the end cos the phoneline does give us some good benefits, however this morning just to save that £7 per month ive had my Broadband downgraded to the £17.99 that was done straight away.. "Every little helps" as they say"....
it's a reall pain tho when your given something then they increase it,
bit like Banks they change your accounts giving you benefits that you don't need, how the hell ... Banks charge us to use them next bloody stupid !
Posted by leeboy13
omg i dont know whether to laugh or cry.....
right after about 10phone calls between october and now they still havent changed my account to 3 for £30....... instead they ahve seperatly charged me for each sevice coming to £38... and added things like family pack and free calls to my account (costing me extra)...... wtf!??!?1
now i was again hung up on (when i was told i was being put on hold)... i have been told that if i dont pay i will be in serious trouble... lol... whatever...
what teh ehll do i do now? the out standing balence is about £120 now and it suld be about half of that....... theyve told me theres nothing i can do except pay.... a said why should i have to pay for things i havent used etc.....
someone please help my head hurts
Posted by leeboy13
seriously can anyone atall help this is really doing my head in and i seriously cant take anymore time outta my working day to wait for at least 30mins to just maybe get through........
im at a lose here with no home broadband which i cannot have as my girlfriend is in her final year of uni.....
please please someone help
Posted by jcwhite_uk
If I were you I would consider escalting your complaint to ofcom.
their website is http://www.ofcom.org.uk/
Email them and cc NTL as well. This might help to get things going.
Posted by leeboy13
yeah i plan on doing this but fatreg said to wait 14 working days from when i sent MR NTL an email and then start these things up.... basically i would sooner get it sorted asap... should i wait or do the ofcom thing striaght away?
Posted by jcwhite_uk
Check out this page:
http://www.ofcom.org.uk/complain/landline/
Tells you exactly how to act.
All companies must belong to an Alternative Dispute Resolution (ADR) scheme. The ADR scheme acts as an independent middleman between the company and the customer. If the company’s in the wrong, the ADR scheme can order the company to fix the problem and, if needed, pay compensation.
You should find details of the company’s ADR scheme either on the back of your phone bill, or available from the company’s customer services staff.
Please note:
ADR schemes are meant to supplement, not replace, a formal complaints process, so you can only use your phone company’s ADR scheme if:
You have tried to make a formal complaint to the company and had no success AND 12 weeks or more has passed since you first complained to the company OR;
Your phone company has written to you to say they’re not going to do anything else about your complaint - a so-called “deadlock” letter.
For further details or for updates on your complaint to an ADR, you should contact the ADR directly.
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[ This Message was edited by: jcwhite_uk on 2006-12-18 14:33 ]
Posted by leeboy13
cheers jcwhite
i have sent them a formal email if that counts.... sent it to Mr NTL .....
but no response as yet... i cant see one coming either.....
im buggered here aint i.....
Posted by leeboy13
right a result!!!!
i thought (for some strange reason) maybe its teh people im talking to not NTL itself.... so i rung again (just now) and got through to a nice girl who talked me through everything since october.... so she admitted tehy ahd wrongly billed me to the sum of over £300 over 3 months
- job done.... she then went through telling when and where credits werre applied to my NTL account,,, so i made a payment for the two months i have missed off £68 (2 x 3 for £30 and £4 non-direct debit charges) - which im happy with and now theyre switching my interent back on
i feel like im taking crazy pills or something coz some of the customer representatives have said my account doesnt show 3 for £30, some shows me having totally different packages etc.... also some people just litterally hung up on me etc...
reading this whole thread from start to finish gives me a bad head tbh
but i did get the girls name on teh phone, sadly she told me it wasnt company policy to give me her phone number also...
at least its all sorted now.........................until my next bill
Posted by axxxr
Well thats good to hear that your sorted for now at least!
If you want to take my advice i suggest you leave NTL and Switch providers!
Posted by J-J
Should have got her to email you confirmation fella, that way you have it in writing and you have her name confirmed and an email address for any future problems!
Posted by leeboy13
sh!t
J-J your right! i did get her name.... but you are right mate.... i hope i aint had my pants pulled down now oh well, lets concentrate on teh important things in life from now on..... ring ring ring ring ring ring ring banana phone!
Posted by leeboy13
Result!!!!
just received from NTL
Dear Mr Walbyoff
Thank you for your email to Steve Burch regarding your account. I am sorry
but I we do not have any record of your previous correspondence from the 7
December being received in our office.
I have checked your account history and find any errors on your account were
corrected on the 27 October and applied to your November statement.
I would like to thank you for your positive feedback for Melissa, I will
pass this on to Melissa and her manager.
Please accept my apologises for any frustration this matter may have caused
and I trust this has resolved the situation for you.
Regards
Julie
Julie Monaghan
Chief Executive Office
kinda nice to get a response... makes you think there might actually be someone out there listening
Posted by axxxr
Well thats a result then!
Posted by leeboy13
yep, and my internets back on
happy days... weight off my mind
merry christmas!
oh and might i add thanks to all who helped, cheers for the addy fatreg
_________________
when the sh!t hits the fan - duck and let the person behind get hit
[ This Message was edited by: leeboy13 on 2006-12-19 20:20 ]
Posted by axxxr
Congrats Matey....and Merry Xmas!
Posted by leeboy13
thx, you too
Posted by fatreg
np leeboy..
always handy to know people!
fatreg
Posted by leeboy13
ever felt like slamin' your head in a car door? .....i do!!!!!
OMG melissa, who apprently 'helped me' actually con'd me into signing up to a direct debit to help save me money.... well... the smelly buggers have over charged me by double again... stating that melissa only collect money for my 'arrears' (which is crap) as she said i had to pay thre month before (correct) and the current month - turns out she didnt pay teh current month (back in december)... so now they have charged for another double month....
i really dont know what to do at this point... phoned and spoke to yet another person who i had to begin teh world wind of wtf is going on..... cant be arsed explaining to them anymore... especially when its someone who doesnt give a crap....
and to top it off i lost steve burch's email - doh!!!!!! (if i gave it to anyone can they please PM it back to me
)
Any suggestions atall welcome
Posted by fatreg
steve.burch@ntl.com
there you go big ears.
fatreg
Posted by Toney_Ericsson
NTL will be Virgin Media as of this Thursday.
http://forums.ntlhell.co.uk/ is a site to have a look at.