I cant believe i am going to admit this but i will anyway :scared: :scared: :scared
I work for Ntl. but just like to say i have been off since last september with my back operation etc , so none of you would have spoke to me on the phone.
Yes it is very poor at the moment, the reason being we are merging with virgin and telewest so alot of changes, updates and new recruits being trainned. If there is one thing i've learned in the 6.5 yrs i've worked there its be, resilient and adapt to change. I am very embarrassed to read these stories.
Every year our feedback always point to the same thing and mentiones that the products and services are competitive and reliable but the customer service is absolutley cronic. I agree with that, of course I have impeciable customer service and would never let any of those things happen but yes, its a nightmare to disconnect , so give plenty of notice.
Another thing , it used to be if you moved abroad and were in your 12 month contract you were not held to it as move non servicablility, but now if your in your 12 months contract and you go to aus, you will still need to pay remainder of contract in one lump sum at end.
well i dont blame you guys and , iam off to greener pastures soon anyway, thank goodness.


sarah-jayne

They didn't collect mine when stated 2 weeks ago. So I then cancelled my final DD and sent them a letter & invoice the same amount as their final bill (for my time wasted). As far as I'm concerned we are evens.

If they don't collect their box, I will also charge them for storage costs.

NTL can kiss my ring.

TC

like your style.....think I might cancel my DD now so I am ahead of the game!!

Nikki

They still write to me from time to time for an apparant £8 I owe them. Which is handy since I often need paper to pick up dog poo from the garden with sometimes.

We left the UK over 6 months ago, and at present NTL are sending us bills TO OUR US ADDRESS despite the person on the phone agreeing with us that they don't actually provide service in the US so there's no way they should still be billing them I cut off our DD a few months back too, and have been threatened with legal action. On top of all that I can change anything I want on the account, up the package, order movies etc, but as my husband was the one who originally set up the account, and in spite of the fact that he had signed something to say I had full access to the accoint (and I did in every way but this...) they would not let me cut it off. We've written more letters and made more phone calls than I care to remember, so perhaps we should start invoicing them for time wasted and international phone calls too.

Sarah Jayne I feel sorry for you! It must be a miserable work environment as I'm sure the majority of the day must be spent with miserable customers phoning!

Hi

pls dont wind me up about NTL. I had a nightmare trying to get them to understand we were moving to Australia. I spent about 6 hrs on the phone and got almost nowhere. :scared: BUT I did find out if you threaten to leave their modem / cable stuff in the middle of the road on the day you move, they seem to react and understand a bit better. The tech turned up on time to pick it up, but sadly Ntl still lost the plot on the account bills. My big advise is NEVER give NTL your visa card details. They just carry on debiting your account. I had to cancel my card to stop them.

Thanks

Chris

Suzimc,

I am sorry to hear of your issues, iam affraid to comment too much in case any fellow ntl collegues read this, dont want in bother, that would not be too good on my cv for getting a job in aus. I agree with everything you said, very likely story, happens all the time, as per DPA , most our calls are listened too, so if we dont adhere to DPA then we have error reports, training info and ntl would breach their regulations from oftel and would loose their licence. Anyway in all the time i've worked there , i have always tried to be sympathetic and more to the point empathetic, as i hate poor customer service myself. If i were to get the hubby on the phone and account in missus name, its frustrating for customer to have to call back and wait in queue again, so I would take account holders work number and call them, although we are not suppose to do that.Unfortunately in a world where statistics dominate, few employee's would jeopardise their results by making outgoing calls. I always made sure i had quality calls over quantity and did not rush the cutomer off the phone which happens alot, resulting in poor information being obtained and accounts not updated properley.
As for the working enviroment , well least said the better if you understand me, not elaberating, perhaps in Aus I can pursue a career with rewarding and enjoyable prospects.

sarah-jayne

Oh no, bad time of it also, feel sorry for you. When credit card details are entered , there is two options, for one off payment, and continuous payment ie- monthly. It may be a training issue with newer recruits but if anyone has the same situation , stipulate ONE OFF PAYMENT, just to get it across. I just dont know whats happening there, perhaps i should get back to work and sort it all out. , dont know if i could manage such a big task.

like i said earlier totally useless bastards

just tried to ring them and the message says

as we are helping so many customers you will have to wait half an hour for your call to be answered


wtf if i left my customers waiting for half an hour i`d be bankrupt


o and sarah jayne
i admire your bravery for letting people know that you work for this company i hope you dont get a load of crap as a result

regards steve

I have had the same problem, 3 wks ago phoned told 30 minute wait said no thanks, unacceptable time to be waiting. Emailed them to say wanted to cancel. They replied saying I couldn't cancel by email and had to phone or write. Last week phoned again, same old story but I decided to wait in the queue, in total for 1 1/2 hours and still not through to anybody that was willing to help, so hung up the phone. Phoned back straightaway to lodge a complaint, I was told I couldn't lodge a complaint by phone and had to write to customer concern. I told the ntl bloke to note what had happened regarding the wait times (my phone bill & time).

I wrote a snotty letter last week regarding this telling them that it was in there interests to sort it out as I was emmigrating and there would be no chance of getting any money off me once I'm gone. I have stopped my direct debit and formally told them they will get no more money off me until this dispute is resolved with compensation and that I am seeking legal advice and getting in touch with the ombudsman.

I got a reply today saying they were sorry for any inconveniences and would try and resolve as quick as possible (which could be months as I reckon they must get inundated with this type of thing).

I suggest that anyone else having problems with them do the same and not worry as this is the last thing you need to be worrying about when uprooting the whole family, selling the house and the million other things that need to be done.

They left my set top box in the house and said they'd come back for it. 4 months later they still hadn't turned up. Box + viewing card are selling for about £50 on Ebay

Can't someone ring up that Watchdog program (I think it was on BBC1?) and tell them to investigate it.

It is totally ridiculous. We've received two letters from NTL saying they noticed we've cancelled our direct debit. The letters were identical one sent the day after the other one. The letters were on blank paper there was no telephone number or address on the paper. They said to contact them to organise another form of payment. Who do I sent it to Father Christmas at the North Pole?

NTL if you are listening - we have cancelled our account so like any normal person they then cancel their direct debit. Oh and we were well out of our 12 month contract so that is not an issue.

PLUS add to this the total and utter frustration of the people that have bought our house and cannot get broadband installed because NTL have not removed their broadband from the property. I hope they tell every person they know how useless NTL is.

Hi again Sarah-Jayne,

In all fairness all the people we have spoken to have been really nice and I am totally sure it is a corporate issue! We called today and were told (when we eventually got through) that if we were in the UK they would call us back but as we were not they 'can't'. They've promised to sort it out again, but we'll see... I am really touched by your concern though!

Suzi