Hi All, Claire and I used to have the full cable package from NTL. TV, phones and Broadband. And it was good.
But, a couple of months ago, Claire was stolen away by an offer on the installation of Sky + (Which is great!) coupled with the fact Sky TV was cheaper than NTLs TV package.
Being organised, Claire did everything by the book. Notified NTL a month in advance in writing of cancelation of the TV side of things. Doing this, she found out that NTL were offering a 1 Gig broadband connection for cheaper than we were paying for our slower speed. So she arranged for them to upgrade our connection as well.
We got Shy installed, and we're informed by NTL that we would continue to run our broadband through the TV set top box, they would just disconnect the TV. All sounded fine.
Then we were sent our latest bill. Which still included a charge for the TV, although we had cancelled in time for this bill. Claire was livid. On speaking to NTL she found this was common practice, and they would credit back the extra charge the month after. Also, our Broadband would have to run through a new Broadband Modem, and not the set top box, so an engineer would have to come and install it. We arranged the installation for a Saturday, when we would be in. Claire also canceled the DD to NTL, and wrote them a cheque for just the Braodband and Phone charges.
And wrote a letter of complaint.
The engineer turned up, but with instructions to disconect everything, and hadn't even got a broadband modem with him anyway. So we turned him away.
After her second angry phone call, another engineer was arrnaged to come out, with the correct instructions. We had two weekes away planned, and could only fit him in on one of the days in our holiday we were actually going to be home. A morning appointment was made (8-12) as we had planned to go out in the afternoon, and the engineer was made away of this and asked to visit us first.
No-one turned up. We were given no indication our appontment was not going to be met.
Thrid phone call. We were told morning appointments were acutall until 1 and not 12 and he was on his way. We waited until 1 until calling again. Engineer was still at least two hours away and NTL could give no guarentee he would even make it to us. Another appointment was made for the end of our holiday.
No-one turned up. Even with numerous phones calls to NTL. Also, the booking was inccorect again, and the engineer wouldn't be able to install the Broadband Modem anyway (as would have been the case with the second appointment we also found out.).
So, three of our days wasted by NTL. More phone calls and a second letter. As we are buzy at weekends now, NTL can't make an appointment we can make. But the last person Claire spoke to was very helpful. Got the problem with the bill sorted, and siad he would remotly upgrade our connection through the set top box. Which we isisted upon, as they still wanted to charge us the extra cost for having a slower speed, although they were unable to get their act in gear and do the installation...
So. All well and good. We settled to wait at least a month for an appointment time, knowing the bill was sorted and we would have a 1 Gig connection anyway.
Last night, I come home from work, to find an answerphone mesage for Claire from NTL responding to her first letter, and that our Broadband access had been disconnected along with the TV now. They finally got round to stopping TV access thorugh the set top box (which we hadn't been using since Sky was installed) which also killed the internet access.
Yet another fed up angry call to NTL.
As of this morning, I still don't have internet access at home...
NTL still haven't responded to the second letter we sent.