NTL - No email or web mail contact!

[Worldlife]

Shuffled through the NTL website trying to find an email or webmail service for customer support.

It would have been easy to explain and give details by email that our tenant had installed NTL without our consent and had now left the property and provide all contact details.

We were seeking information as to what services had been provided, whether all contract requirements had been met, or if we would incur charges to return to BT or charges would be incurred for reinstatement of the NTL service.

So the first stage of the complaints procedure was to make a complaint concerning lack of proper contact facilities.

The number given to make such a complaint was 0800 052 2000

After the inevitable queue to speak to an advisor our property was eventually traced on the system but the names of who had installed the system did not tie in with our tenancy records (so we are not absolutely sure we were talking about the correct service)

We believe we had been speaking to our tenant on the NTL line number.

The lass I spoke said she was unable to confirm our complaint in writing and that I would need to write to the accounts department (address not offered) and presumbably by snail mail.

If the email or web-mail facility had been offered this problem could have been sorted out by a quick message.

Seems a disgusting way of communication for a business that is in the communication business promoting broadband services

NT (Hell) are notorious (as are most ISPs I think) at not giving immediate access to complaints by email. You have to REALLY squeeze it out of them.

I can see why coz then they would be inundated by emails by irate customers like yourself W/L.

But

If they got their act together then they wouldnt get that many complaints by email except from the Victor Meldrews who'd complain about ANYTHING for the sheer hell of complaining.

(Disclaimer: - this post has been written without harm to man and beast and any similarity to persons living or dead is purely coincidental)

Seriously though - hope you get it sorted

Take a look at NTHellworld maybe someones posted an email addy or direct telephone number to call.

[Worldlife]

Here's a copy of the letter I've sent to NTL and I was able to web mail a copy to BT.

Hope between them they will clarify what if any charges are outstanding and what it will cost for reconnection.

NTL House
Bartley Wood Business Park
Bartley Way
Hook
Hampshire
RG27 9UP 23rd September 2005

Dear Sir/Madam,

Ground floor flat – details deleted
NTL Telephone number 01 903 details deleted
BT Number of tenant (personal) 01903 details deleted
BT Number prior to tenant moving in 01903 details deleted

I am the landlord of the above property and I understand the tenant or a person living with the tenant has installed an NTL line without my consent. Would you please confirm the date and by whom this connection was requested and whether the contract required the applicant to confirm his/her interest in the property and whether the landlord had been notified or agreed to the works.

My first observation is the property is a listed building in a conservation area and the NTL unit has been placed prominently on the front elevation of the building when it might have been better concealed at the side.

We have been forced to serve a statutory notice to gain possession of the property and it has now been vacated.

Legal proceedings are to be instituted against the tenant or his guarantor to recover rent arrears and other expenses.

I therefore seek confirmation as to exactly what equipment and fittings have been provided by NTL and what if any outstanding debts there may be for any breach of contract.

What if any reconnection charges will be made to any future tenant or ourselves and what services are available and what will be the cost?

We tried to put the information we required by email and it is shameful that a business offering internet services does not display clear web pages for access to web mail or email.

I lodged a complaint this morning on 0800 052 2000 concerning this poor communication and was advised that my complaint could not be acknowledged. I was also told I would, after waiting ages to get an answer from this number telephone a different number. I was also told this alternative number would not be able to provide a written response (which we would need if making any claim against the tenant)

See attached copy of thread on “The Scream!” technical support forum “NTL – No email or web contact!”

We will be contacting British Telecom to see what if any charges remain outstanding on their accounts and to ensure myself (or a new tenant) are not responsible for charges as a result of the changes to NTL.

A prompt response would be appreciated as we are scheduling all the liabilities of the outgoing tenant.

Yours sincerely,