NTL complaints

Ryaller

Hi,
Does anyone have a postal address and a name for the NTL complaints dept?

Gary ITR

I have a direct line to the complaints/cancellations. Anytime i have a problem i phone them and usually get some free service added to my account for my trouble, i'll pm it to you if you want?

RintPete

Onkle51 wrote:

I have a direct line to the complaints/cancellations. Anytime i have a problem i phone them and usually get some free service added to my account for my trouble, i'll pm it to you if you want?

Onkle51, would you mind sending it to me too?

Many thanks - RintPete

Ryaller

That would be great Oncle, thanks.
Does this number get you through to someone who speaks english? Or am I being greedy?

Sniipe

Onkle51, could you Pm me the number aswell. I'd appreciate it

Sneetch

The postal address for their complaints department is this (given to me by one of their customer care drones):

Customer Care,
Building P2,
East Point Business Park,
Dublin 3

Onkle, if you could pm me that number too I'd really appreciate it.

paulm17781

Onkle, PM me too if you don't mind.

Thanks.

00sully

errr me to Onkle if its not too much hassle!

Ryaller

Jesus, what have I started???!

Sneetch wrote:

The postal address for their complaints department is this (given to me by one of their customer care drones):

Customer Care,
Building P2,
East Point Business Park,
Dublin 3

Onkle, if you could pm me that number too I'd really appreciate it.

Thanks for that Sneetch.

Mojito

Onkle if you got time could you PM me that number as well!

Thanks

Sniipe

jeez, Sneetch, 5 years and u've hit your 3rd post, congrats. /me send letter off to NTL now. Post the number here sure!?

Sponge Bob

ye are better off emailing it to customer.care@ntl.ie and cc ing odca@entemp.ie

that ways the consumer affairs people have evidence of when you initiated the complaint and NTL know they do .

Sniipe

Customer.Support@ntl.ie

Sponge Bob

Their own code of practise sez their aim is to answer all calls in 20 seconds , its a laugh , see here .

http://myhome.iolfree.ie/~icdg/feature_cs_ntl.htm

patch

Sponge Bob wrote:

Their own code of practise sez their aim is to answer all calls in 20 seconds , its a laugh , see here .

http://myhome.iolfree.ie/~icdg/feature_cs_ntl.htm

Now that's funny.
I spent about 20 minutes trying to get them to answer their support line last week.
They answer the sales line straight away though.
Got transferred to support but after 20 more minutes I smply gave up.
Perhaps if I properly abuse my download cap they will simply cut me off?
We'll see....

Sniipe

Delivery to the following recipient failed permanently: to the 2 NTL email addresses I gave above.

Also the phone does answer within 20 seconds, its just that you are not talking to anyone...

Gary ITR

I'd forgotten about this thread... i'll send the pm's now

Sniipe

cheers for that Onkle51

speedy21

hey,
Could u PM it to me too...
I'm at my wits end with NTL - totally stuck.
Three technicians failed to show up - trying to organize a fourth one

Thanks

Nietzschean

can i get that number 2, a quick and painfull cancellation would be nice...

cfriel2002

Wouldn't mind that number please, have had a catalog of screwups by NTL to get a new install for tv with digital package.... first a no show for install... then an engineer decides to call by the next day without telling the customer.... then after 10 phone calls (& ~ 4 hours on hold) they screw up the 2nd appointment..... customer service agent even admits there was no record of the appointment in their system..... after their colleague commiting to it the week before..... looks like it'll be 2007 before we see even a basic connection being made...... nice to have a "consistent" customer experience :-)

Ryaller

Well I finally got round to composing my bile-filled missive to NTL "support". We'll wait and see. I'm so sick of having act the pr*ck to get any satisfaction.

"Wear the customer down until they can't bring themselves to give a sh*t anymore. And don't forget to ask them if there's anything else you can "help" them with before hanging up on them. Also, if the customer asks for your name - remember everyone here is called "Liz". Even the men."

red_ice

Im absolutly raging. I spent 45 minutes waiting to talk to someone from NTL, i hung up and tried again later to wait for 30 minutes before hanging up.

My ping to any uk server is averaging 270. As hard pushed as i was to believe it was my computer, i formatted, installed windows again and shock horror... same ping.

My download speed is terrible and i wont even get started on my upload. Every 3/4 months i have to call NTL about something regarding my cable, and im afraid this is the last straw, it just wont do - i rely on a 20-30 ping, which i had before the whole chello.ie lark.

Onkle51 - much apreciated if you could pm me that number. Im going to unleash hell on them.

Sniipe

I just got my email back from odac. It seems I'm barking up the wrong tree with them. Both of my emails to the different addresses at NTL came back undeliverable.

Our Ref; 06/ xxxxxx

Dear Mr. Sniipe


Thank you for your recent email regarding poor customer service from NTL.

The role of the Office of the Director of Consumer Affairs is to give information and guidance to consumers on their statutory rights. This Office does not intervene or become involved in individual issues or disputes between consumers and sellers of goods or service providers.

Under the Sale of Goods and Supply of Services Act 1980, a consumer has the right to expect that, a person providing a service:

· has the skill to provide the service and to carry out the service
properly,
· will provide the service with due care and diligence
· will use materials that are sound and fit for their purpose, and,
· that goods supplied as part of the service will be of merchantable
(i.e. acceptable) quality.

In this regard, the small claims procedure is a special mechanism for dealing with small claims within the District Court structure and is designed to handle consumer claims cheaply and informally without involving a solicitor. The fee for taking a case is €15. Claims involving amounts up to €2,000 may be dealt with through this procedure and details of the District Court offices and Small Claims Registrars are given in the telephone book. Applications forms can be downloaded from the Courts Service website www.courts.ie.

ComReg is the statutory body responsible for the regulation of the electronic communications sector (telecommunications, radio communications and broadcasting transmission) and the postal sector: You may wish to contact them and their details are as follows;


Commission for Communications Regulation Block DEF, Abbey Court Irish Life Centre Lower Abbey Street Dublin 1

consumer line on 1890 229 668.
www.askcomreg.ie

Issues concerning the standard of customer service on offer by private companies are not legislated for in Irish Law and therefore, there is no statutory body who would be able to deal with your complaint.

We can only suggest that you might take your complaint to a higher level within the company itself, or, failing satisfaction there, that you consider your position with regard to giving the company your custom in future.


Thank you for contacting us and I trust you find the above information useful.


Eileen xxxxxx
Office of the Director of Consumer Affairs
4 Harcourt Road
Dublin 2
Ph; 353 - 1 - 402xxxx

Stark

Jumping on the bandwagon here, could you PM me that number too, pretty please

We've been without broadband Friday afternoon and they've failed to ring us back at the times they said they'd ring us back on 4 consecutive occasions. That's 8 hours of our time wasted.

6th

Ok I was just gonna chnage from NTL but seeing as I have my Tv with them ... could someone pm me the number? Pretty Please?

Ryaller

Sniipe wrote:

I just got my email back from odac. It seems I'm barking up the wrong tree with them. Both of my emails to the different addresses at NTL came back undeliverable.

Why am I not surprised? I haven't received an undeliverable message yet, but fully expect to within the course of the day.

Gary ITR

I've sent the numbers again. I hope it works, I haven't had to use it in quite a while. What you need to do is threaten them and tell them you're going elsewhere, then they'll bend over backwards for you

corknorr

found this thread interesting, thanks for the info all.
Got Broadband installed by NTL just under 3 weeks ago (live in Leixlip), it worked for 2 days and has only been able to connect once since, when it lasted about 3 minutes before going down. Checked everything so not a problem on my PC. I've made a load of calls and each time was told that technical support would return my call in 1-2 days, never got a call. A few days ago asked to speak to a supervisor and was told there was none there but one would 'definitely' ring me back next day, guess what no call. Rang back yesterday to complain, finally got talking to a supervisor who could do nothing but promised that NTL's out of hours service would call me back again yesterday. I told him if they didn't I'd cancel my service because I couldn't be bothered with it anymore. Well as you might imagine I never got that call, have got no call today either. So mailed that address given and told them to disconnect and told them to reply to me by both e-mail and post to confirm. If they don't I'll cancel my direct debit until they sort it. Wouldn't like to work out how much time I've spent on hold wasting my time.
Anyway does anyone know if there is an out of hours service at all or was that just a load of crap to get me off the line??

I actually did get 1 call from NTL a few days ago, trying to get me to get broadband installed as I didn't have it, really is a joke

Trotter

Sorry if this has been discussed elsewhere, but to my amazement, having called Comreg to give out about the crrrap broadband speeds Im getting with NTL..

They told me broadband isnt regulated. So.. back to ringing the 01 number to NTL for hours and hours because they're too tight to allow mobiles to use it.

Sponge Bob

Trotter wrote:

back to ringing the 01 number to NTL for hours and hours because they're too tight to allow mobiles to use it.

News just in.

NTL BB is now handled from the Chorus call centre in Limerick ( and maybe a second centre in Tipp town) with very few calls overflowing to Waterford any more. There are some useful contact details here for ye for that Chorus call centre in Limerick .

The NTL Waterford call centre will close tomorrow fortnight and not in March 2007 as originally announced. Needless to say Chorus did not plan for this , as ever. Check with the person answering the phone whether they are in Waterford or Limerick so you know what you are dealing with.

Assume the Limerick and Tipp ones have not been trained yet.

RangeR

Sponge Bob wrote:

ye are better off emailing it to customer.care@ntl.ie and cc ing odca@entemp.ie

that ways the consumer affairs people have evidence of when you initiated the complaint and NTL know they do .

*EDIT* Irrelevant. I just read the rest of the thread.

Trotter

312k down and 210k up.

Its worse this thing is getting.. Has anyone actually managed to get through to them and speak to someone who remotely acknowledged the problem??

Trotter

Im paying for a 2MB connection... and Im on hold for the last 20 mins.

Im about to go... mad. :mad:

PixelTrawler

Min is hopeless tonight - its getting worse and worse
Pings are 100-200ms

Downloads and browsing is very slow - feels almost like dialup and this is meant to be a 6meg line...

Im almost a year with ntl, contracts nearly up so its back to dsl for me next year i think

I always found the service a bit ropey buts its rapidly going downhill...

I cant even be bothered attempting to ring up or write and complain... i get the feeling like others id be hours on hold with no satisfaction at the end of it...

Astro1996

C:\>ping 213.244.180.165

Pinging 213.244.180.165 with 32 bytes of data:

Reply from 213.244.180.165: bytes=32 time=208ms TTL=54
Reply from 213.244.180.165: bytes=32 time=178ms TTL=54
Reply from 213.244.180.165: bytes=32 time=167ms TTL=54
Reply from 213.244.180.165: bytes=32 time=169ms TTL=54

Ping statistics for 213.244.180.165:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 167ms, Maximum = 208ms, Average = 180ms

used to be fine before the change over, then the pings went through the roof, but i was getting 30-40ms for the last few weeks and thought maybe it was back to normal...but no, now its gone back to the way it was.....its an absolute joke :mad: ive been with ntl since sep 2001 and it never gave me any trouble, but the last 2-3 months have been a disgrace d/l and ping wise

KilOit

being with ntl for 5 or 6 years now and its being fine very little downtime good speeds but up untill about 2 months ago i have being getting awfull lag and a constant 200ms jumping to 300ms at peak times,

anybody here living in tallaght area able to get a nice 50 or less ping at peak times with whatever isp they are with i cant bare this horse**** that is ntl anymore :P

Trotter

Well I got through to "Tech Support".

Yes I have rebooted the modem. Yes.. Its plugged in.

..and yes.. I really do believe you that someone from broadband tech will ring me back tomorrow.

I pity the poor girl I spoke to, she sounded so tired. No way I'd kick and scream to someone like that, they're only the messengers.

bernardo

Same problem here in Lucan (with NTL since 2001)
for 4 months now ... it's a bloody joke


tracert 195.20.109.115

Détermination de l'itinéraire vers server109-115.4u-servers.co.uk [195.20.109.115]
avec un maximum de 30 sauts :

1 6 ms 18 ms 8 ms 10.91.128.1
2 24 ms 22 ms 8 ms 089-101-162049.ntlworld.ie [89.101.162.49]
3 25 ms 27 ms 7 ms dbln-t2core-b-ge-2-2-0-0.aorta.net [213.46.165.17]
4 229 ms 238 ms 247 ms dbln-bb-b-ae1-0.inet.ntl.com [213.105.174.57]
5 258 ms 238 ms 239 ms man-bb-b-so-100-0.inet.ntl.com [213.105.174.45]
6 251 ms 263 ms 230 ms man-bb-a-ge-000-0.inet.ntl.com [62.253.187.177]
7 204 ms 192 ms 191 ms lee-bb-b-so-100-0.inet.ntl.com [62.253.185.194]
8 230 ms 249 ms 242 ms lee-bb-a-ge-000-0.inet.ntl.com [62.253.187.185]
9 238 ms 275 ms 256 ms nth-bb-b-so-100-0.inet.ntl.com [62.253.185.101]
10 257 ms 231 ms 234 ms tele-ic-1-as0-0.inet.ntl.com [62.253.184.2]
11 224 ms 203 ms 222 ms 212.250.14.110
12 257 ms 228 ms 224 ms te4-1.telehouse-north.core.enta.net [87.127.236.38]
13 243 ms 222 ms 239 ms 62-249-255-186.no-dns-yet.enta.net [62.249.255.186]
14 236 ms 240 ms 267 ms sov-r1-rtr1.4u.net.uk [217.146.81.254]
15 256 ms 260 ms 249 ms server109-115.4u-servers.co.uk [195.20.109.115]

I've tried Magnet here in Lucan, joke as well ... to far away from the exchange ... is there in Ireland a real ISP ?

OMG !!!

Astro1996

KilOit wrote:

anybody here living in tallaght area able to get a nice 50 or less ping

im in Tallaght too and my ping was always 30-50ms for 5 years, then this shower go and screw it all up. Even at peak times my ping was steady as a rock never went above 50ish never disconnected, never went down etc, but as u say, now right now its 220ms and goes up and down like a jockies....and disconnects more than ever, browsing at the mo is impossible too. Short this out ntlhell or there will be a chorus of voices tellin every new potential customer what a great service it USED to be. rant over.

Serbian

Would someone mind PMing the complaints number to me too? Thanks.

Serbian

Ryaller wrote:

Why am I not surprised? I haven't received an undeliverable message yet, but fully expect to within the course of the day.

The guy who sends them out must have been on lunch.

KilOit

Astro1996 wrote:

im in Tallaght too and my ping was always 30-50ms for 5 years, then this shower go and screw it all up. Even at peak times my ping was steady as a rock never went above 50ish never disconnected, never went down etc, but as u say, now right now its 220ms and goes up and down like a jockies....and disconnects more than ever, browsing at the mo is impossible too. Short this out ntlhell or there will be a chorus of voices tellin every new potential customer what a great service it USED to be. rant over.

whats actually changed in the past few months?

DemonOfTheFall

They got rid of their nice speedy peering at INEX and their nice speedy NTL owned fibre ring which covers all of england at super speeds.

Now they load all of your messages into giant trucks, and slowly deliver them in rush hour traffic to some retarded company called Aorta in the UK, who may or may not take about 300ms to get your message back to the house next door.

This is not a dramatization.

KilOit

well is it going to change for the better any time soon? it seems to be getting worse by the week, and its being such a good service till now i hate to switch to another company since i dont know much about them

Sponge Bob

aorta is owned by GUESS WHO ??!! UPC thats who.

Seeing as Irish support has evaporated I can see from here the contact details for the backbone are him and and her and him and them so contact them all and tell them to sort their routing and peering and backbone connections out for we Irish.

Easy Rider

I'm in Santry, in the evening and this is every evening from around 6 (could be earlier but this is when I get home) NTL broadband does not work until around 9, 10 or sometimes 11 PM the ready light flashes and all looks fine then I'm down to one green light....I complained before and they said it was my modem, I advised that everyone in my apartment block had the same problem...they had to send out 5 engineers to each apartment until they figured their was a problem with the exchange or something......I phoned them the other day to add sky sports package, they could not find me on their system, 'you must be on our new system, sorry' eventually got through to someone who had the 'new' system, guy said it would take an hour to go through, 5 days later nothing......phoned today, a nice girl on the phone said he never put it through!! Joke....I want to move to magnet as I have the Fibre cables in my apartment, but they won't just give me the broadband package...

miju

i was about to post the exact same thing Easy Rider , except I'm in Finglas getting to the stage where you turn of your PC and cross your fingers that you can connect but between 5-8pm theres not a ****ing hope in hell

does anyone know if theres an end in sight to this as i tought they were "upgrading" i seriously cant take much more of this so am switching at the end of the week to someone who can actually allow you to at least connect to the internet

JNive

really, there signup form doesnt say you are required to take TV
http://www.magnet.ie/packages/intro.shtml

Ryaller

My BB has been down since 16th November, and I mean "down". Not intermittently. A technician (though I use the term loosely) - hi techie;) , in case YOUR broadband connection is still working - visited the following Wednesday 22nd. Before even entering the property, he told me that my problem was with a waterlogged cable somewhere in the area, and that NTL weren't being allowed access to fix it. He couldn't tell me when , if at all, it would be fixed. He also couldn't tell me what the next course of action was.
I asked him to make sure I wasn't being billed for it while it was down, but of course, he was "only a technician". I would have to spend another hour on hold waiting to get through to accounts to sort that out.
Next day, I got through to a woman who could barely speak english. I explained my predicament to her, and she gleefully explained to me in broken english that I would have to continue paying for my BB connection, but if they ever got around to fixing the problem, I would be credited!!!
I just hung up. Couldn't handle it anymore.
I've emailed every address given in this thread, and sent a hardcopy by post too, but I've heard nothing from anyone at NTL.
The only bright side is that I don't have a D/D, so if they want any more money from me, I guess they'll have to do the chasing from now on.

PixelTrawler

its sad how much of a joke this whole affair is turning into...

And to think 6 months ago they had 10 meg connections - last night mine was down to 0.1Meg