NTL Complaint

dirtydress

I was looking for an alternative to NTL but now I just want to make sure they get held accountable for the terrible, disrespectful and incompetent "service" they provide

Im so mad, ive been trying to contact them all day and nobody will speak to me. I sent an angry email and told them i wanted to someone to call me back and the lady who called back didnt even have the courtesy to speak to me - she called through to my voicemail.

I moved house and called them to change my address and assured me someone would contact me this week about it. I have been trying to contact them all week and now it seems that they didnt change my address at all and the message the girl left me on my voicemail was to say that an appointment has been made for me in TWO weeks to have my service re-installed to the new house. Ive already waited two weeks, im not waiting a further two weeks to have my tv installed.

I know everyone complains about them but Ive had enough. Does anyone know what steps you can take to go above them and make them accountable for their bad service?? I threatened the small claims court in my second email of today to them. I spoke to a guy from tech support today (the only line i could get through to) and he refused to let me speak to a supervisor or give me details of a complaints dept. Im absolutely furious at them and I want to know what I can do. Please, if anyone has any information on what I can do please reply or contact me.

paulm17781

Unfortunately I don't think there is much. If you have a look around some techie news sites you may be able to find the names of some senior staff members. Perhaps writing a letter to them may get you somewhere.

It is their closed doors policy that allows them to get away with this. I don't think they're accountable to anyone so there is little that can be done other than dealing with them.

kersti

I'm having exactly the same problem - been about a month and every time I get through to someone I get the surprised "what, no one's phoned you back? no-one's been to the house?" and then they try to put me through to the moving house department who I believe do not actually exist, I've had the phone waiting on hold for about 5 hours in total over the last 2 days.

Kenpo

A strong letter to the MD sometimes gets results - I posted one this morning after being over-charged (for the second time).

coldfire1x

Same experience for me. Trying to get my connection moved to new apartment but to no avail. They even have a customer loyality department. I asked them what that means. For a new customer they can get everything sorted in 3 days but for existing customer their standard reply is that someone will call within 2 weeks. F****** Ba*****s ..... really!!! It's only beacuse lack of competition.

Solair

I have to say that their service in Cork City was fantastic. I ordered on Friday and had my cable connection and DVR in by Tuesday at 11am. Friendly engineer, did a good very neat job. I'm just waiting for them to confirm whether or not I can get broadband on the line coming into my house, unfortunately, thanks to to the type of cable used by the developer who built the place, it's possible that it may not be up to supporting broadband.

kersti

Yes the guys that come to the house are all brilliant in my experience - very polite and do a damn good job. They're just let down by the phone support.