bandit
Guest
Those of you who are ntl users are probably familiar with there extremely poor quality of customer service.
Just thought I would share with you my upgrade experience with you. I suspect that as I am one of the first cutomers to receive the upgrade they are not quite ready for it.
I was contact by NTL a couple of weeks ago and as 'one of their valued customers' they offered me a free upgrade from 750k to 2 mega blobs. While in the back of my mind a voice was screamin if it ain't broke then don't fix it, the sales guy on the phone assured me it would be seamless.
It was a good start, the engineers turned up at 8am Thursday morning dead on time. Modem installed 30 minutes. Then the engineers told me their worksheet said to take the set top box away. I advised that i had the tv through it. they spoke to NTL customer services to confirm it should be left.
After they had gone I tried to install the new modem software.
I got as far as the user id and pin. hmmm no user id and pin. Phoned up ntl technical support, who told me it wasn't a technical problem and told me to phone customer services. After 10 minutes on the phone they said that they would send the pin by post, they let it slip that the account hadn't been set up at all. I pointed out this wasn't good enough. They offered to call me back after speaking to their manager. They phoned back 1 hour later with my new pin number. Hurrah. Next step in the installation asked an option are you upgrading from dial up, i select no, it then takes me through to setting up an new email account, I didn't want this and wanted to keep my old account (seamless!!) so back tracked and said yes to 'upgrading from dial up' That took me down the route of asking me to put in details of my dial up account. No good as I don't have a dial up account. Back on the phone to NTL customer services, they told me to call broadband technical. They advised that i had to set up the new account to activate the new broadband router but my old email address would still work. Ok so continued through set-up. All was Ok from there. Until.....
8:10 Thursday evening I lost the TV channels (except the first 5). Phoned NTL, answer phone message, they are closed from 8pm.
Phoned NTL customer services 8am Friday morning, explained what had happened ie upgrade etc. They said it had nothing to do with the upgrade and there was a problem with my account which would be fixed withing half an hour.
By 5pm it still wasn't fixed.
Phoned customer services, explained the story so far. They said it was a technical problem.
Phoned technical, explained the story so far. They said it was a sales problem.
Phoned sales, explained the story so far. They said it was a customer services problem.
Phoned customer services, explained the story so far. They said it was a technical problem.
At this point I got a little irrate, got put on hold, then got transferred...explained the story so far....By this time I was pleading with them to just help me. I think at this point someone was starting to take pity on me, finally comming to the conclusion that I had been disconnected by mistake when they set up the new broadband account. However it couldn't be fixed until Monday morning..........arghhhhhhhhhh. I advised that this wasn't good enough, the nice lady has now promised me that it can be sorted out Saturday morning and that she would leave a post it note on her friends pc for her to sort it out!!! I await with eagerness but little hope this morning.
Meanwhile my broad band is great.
So if you are also upgrading............good luck.
Oh by the way the upgrade isn't free and was conned by the sales guy. (another argument for another day)
I was on 750k which cost me 24.99.
You can now get 1meg with ntl for 17.99, the 2 meg is 24.99. so with a bit of slight of hand they have falsley convinced me it is free. arse.........
Just thought I would share with you my upgrade experience with you. I suspect that as I am one of the first cutomers to receive the upgrade they are not quite ready for it.
I was contact by NTL a couple of weeks ago and as 'one of their valued customers' they offered me a free upgrade from 750k to 2 mega blobs. While in the back of my mind a voice was screamin if it ain't broke then don't fix it, the sales guy on the phone assured me it would be seamless.
It was a good start, the engineers turned up at 8am Thursday morning dead on time. Modem installed 30 minutes. Then the engineers told me their worksheet said to take the set top box away. I advised that i had the tv through it. they spoke to NTL customer services to confirm it should be left.
After they had gone I tried to install the new modem software.
I got as far as the user id and pin. hmmm no user id and pin. Phoned up ntl technical support, who told me it wasn't a technical problem and told me to phone customer services. After 10 minutes on the phone they said that they would send the pin by post, they let it slip that the account hadn't been set up at all. I pointed out this wasn't good enough. They offered to call me back after speaking to their manager. They phoned back 1 hour later with my new pin number. Hurrah. Next step in the installation asked an option are you upgrading from dial up, i select no, it then takes me through to setting up an new email account, I didn't want this and wanted to keep my old account (seamless!!) so back tracked and said yes to 'upgrading from dial up' That took me down the route of asking me to put in details of my dial up account. No good as I don't have a dial up account. Back on the phone to NTL customer services, they told me to call broadband technical. They advised that i had to set up the new account to activate the new broadband router but my old email address would still work. Ok so continued through set-up. All was Ok from there. Until.....
8:10 Thursday evening I lost the TV channels (except the first 5). Phoned NTL, answer phone message, they are closed from 8pm.
Phoned NTL customer services 8am Friday morning, explained what had happened ie upgrade etc. They said it had nothing to do with the upgrade and there was a problem with my account which would be fixed withing half an hour.
By 5pm it still wasn't fixed.
Phoned customer services, explained the story so far. They said it was a technical problem.
Phoned technical, explained the story so far. They said it was a sales problem.
Phoned sales, explained the story so far. They said it was a customer services problem.
Phoned customer services, explained the story so far. They said it was a technical problem.
At this point I got a little irrate, got put on hold, then got transferred...explained the story so far....By this time I was pleading with them to just help me. I think at this point someone was starting to take pity on me, finally comming to the conclusion that I had been disconnected by mistake when they set up the new broadband account. However it couldn't be fixed until Monday morning..........arghhhhhhhhhh. I advised that this wasn't good enough, the nice lady has now promised me that it can be sorted out Saturday morning and that she would leave a post it note on her friends pc for her to sort it out!!! I await with eagerness but little hope this morning.
Meanwhile my broad band is great.
So if you are also upgrading............good luck.
Oh by the way the upgrade isn't free and was conned by the sales guy. (another argument for another day)
I was on 750k which cost me 24.99.
You can now get 1meg with ntl for 17.99, the 2 meg is 24.99. so with a bit of slight of hand they have falsley convinced me it is free. arse.........
