NTL screwing up my cable order constantly. At wits end!

DrChoda

Sorry this is long winded....
2 weeks before xmas, I called NTL. Was told my apt was not wired and cable was not available there.
Told them all the apartments had NTL box on the wall, and that was our only option for multichannel subscriptions. Neighbours had it etc. Not antennae allowed at building so Sky was not an option

-anyways, it was 2 days of hell for me and the gf. Transferred within the sales dept, back to main menu, hung up on. They would never pass me onto a manager or supervisor when asked, always said they were out. Whenever I asked for some type of ID to ref the call, the hung up on me. Or they would give me a name, when I asked them to spell it I would be hung up on.

-3rd day got through, placed an order. Was told I had to pay direct debit. I quoted the website to CSR and said I want monthly billing. He then continued to set it up. Created a pin, password. Gave me an install date of Jan 5, said a tech would call on the 4th of Jan to confirm a time. He said he thinks the previous CSR were typing in 'Apartment' into the system instead of 'Apt' cause he said he had no problem seeing it listed.

-Knowing full well NTL would screw this up, I called them just before noon today on the 4th. Absolutely no record of anything, for that apartment, for the order, etc. Said I wanted to speak to a manager as I need to know who to send the bill to for me having to free my day for an NTL appointment that would be a no show, and if not, then I would still file in small claims court. She tried to be helpful at that point, saying she would speak to her supervisor when he was back from a meeting. Either himself or she would call back.

-she called back saying that it would take 10 days from todays order date. Informed her that I had already ordered and that it was not acceptable, she said she would look into a little further. No call back.

-I called just around 17:00 to find out what was happening. Informed CSR, that I desperately needed to speak to a supervisor. Was told ok, (very very strange), I was put on hold, then a person in tech support answered. Said I needed to speak to a manager again, they said I had to speak to sales. I said maybe your manager would help me get to someone who knows something, was told sure.
Transferred back to 'sales' and the girl was sniggering. Tried again, but this time all the supervisor's were all in a meeting. That one would call back. She took my details, not even sure at this point why I bothered to give them, said one would be sure to call me.

-18:00 gf decided to give it one last try, got nowhere slowly. (but was put on hold 5 times by 4 different CSR's!!!!!!)

What can I do? This one that spoke to the gf said that if I order again I HAVE to give my bank details.
Any legal options? Any other cable providers that can provide NASN that do not require an antennae?
-My biggest concern if giving these people personal details and they aren't even being monitored, completely unprofessional, and most importantly, have no way to document anything!???????

-is it even legal for an apartment block to deny being able to put up a satellite dish? (even after this grief)

Last but not least, heard on the radio that some ntl customer who was having a billing issue, and couldn't get any help over the phone has to sit in at the head office in dublin city centre.
I have no qualms about doing this, but want to make sure I tried all other reasonable options. (have already contacted radio and citizens advice previously). Or does someone have a different number direct to a CSR for NTL that is even slightly professional?
If that is my only option, anyone wanna save me time and give the address for the NTL head office?

/rant between Canada and here I have dealt with some really bad customer service, but this is the worst. I mean, they won't even let me give them money!!!!!

RangeR

That is deplorable service on NTL's part. I can't be of any help with one exception.

Change the title of your post to something other than HELP!!! People tend to stay away from these posts because they don't know what it's about.

Look at all the other postings. They pretty much all have a descriptive subject. Let's face it, we all need help. But ye gotta say what sort of help you need. You WILL get a better response.

DrChoda

Ok, so I decided to go straight to the NTL headoffice in Clontarf.
To any that experiences this same issue, this was extremely helpful.

When I got there I politely explained the situation, and stressed that I couldn't get anyone helpful on the phone when trying to order. When there were problems, no CSR would pass me to a supervisor, and in some cases I was hung up on.
The receptionist called a direct line, not sure exactly where it went to, and the person on the other end set up my order with no problems at all. There was an apology which was appreciated, and the whole ordeal couldn't have gone smoother.
Just thought I would post the update to anyone else that is having problems. I suspect I am not the only, and the more people that do this, the more I think the customer service might change on the regular number.

JDxtra

Intresting! Thanks for the update on what happened.

I've heard similar reports for terrible cust. support from many people recently so I might suggest this approach until they wake up!

JHMEG

Or for those who have the option: move to Sky.

DrChoda

Ok, I thought things might change with NTL, however the CS really hasn't.
When I went into the head office I was quoted at 10/mnth for 1st 3 months. Thought this was fine, didn't realize it was a promo that was about to happen anyways.
Oh well, they showed up, installed it. Great, until I got the bill.
They are charging me at the standard price, 2 boxes even though I only had one installed.

Called 321 321 # and its been busy all morning so far.
Called the front desk but got transferred to same billing dept where no one seems to work. Might have to go in again.
*also found it funny on install date when I tried to order NASN. Was told by the csr that a manager would have to call me back. She called later that night saying that it would take 10 days for an engineer to come to install that one channel. LOL

Oh yes, forgot to say that after ordering NTL, I stumbled onto the sky site where they cover apartments. They will install all required communal sat equipment if 4 or more units will sign up immediately upon installation. They will send someone to canvas the apartment complex to count subscribers. As well, they will talk to the management of apt to explain how it all works!! Great service! 1 sat for a whole building??? Wish I had seen that sooner.
If you have the option to not use NTL, save yourself many headaches and avoid them. Their customer service skills haven't even reached the dark ages yet.

paulm17781

Where did you see this information? I think I would like to try and get Sky...

Mountjoy Mugger

DrChoda wrote:

Oh yes, forgot to say that after ordering NTL, I stumbled onto the sky site where they cover apartments. They will install all required communal sat equipment if 4 or more units will sign up immediately upon installation. They will send someone to canvas the apartment complex to count subscribers. As well, they will talk to the management of apt to explain how it all works!! Great service! 1 sat for a whole building??? Wish I had seen that sooner.

I'm intrigued. Is that a UK deal, or does it refer to us here as well? Linky, please.


Never mind. it's a UK offer. http://www.sky.com/portal/site/skycom/products/about/article?contentid=10504703