How to cancel NTL - from insider

[ntlinsider]

As a worker for ntl, i can see how many problems people can have disconnecting from our service.

The only way to disconnect is to send a written letter containing your Account number, Telephone number and the date to,

Cancellations Dept
ntl House
Bartley Wood Business Park
Hook
Hants
RG27 9UP.

This is the only way to disx, and make sure you ask for confirmation when you send a letter in. The 30 days will be taken from the date on the letter.

[RHP]

Doesn't work ....

Registered letter sent and received by NTL on 20.04.04

Written acknowledgment from NTL on 22.04.24 - signature illegible and no printed name therefore no accountability.

E-Mail access and dial up access appears to have been terminated within the last few days BUT, BUT account still shown as open and no payment taken since March.

I stated in my letter that I was giving 30 days notice. That has expired. Also said that any payments taken from my account later than the last working day in May would be considered by me to be unauthorised. That gives NTL the best part of 6 weeks to do a simple task and terminate the contract.

3 working days left - any bets on whether they can manage it!

I've got the next letter ready to go informing NTL that unless termination is immediate I shall make a charge for all further communications and expect reimbursement for any costs I incur by instructing others to take action on my behalf.

Comments ntlinsider ?

[ntlinsider]

I can only apologise as there has been a large backlog recently. But as I said, this is the only way of disconnecting and it DOES work. Many people try to do it by phone, but to save urself time and effort just write to this address and it will be processed immediately. I'll look into ur account if u want to post ur account number, although I would only be able process any actions with ur written consent.

[RHP]

ntlinsider ...

I'm sorry that your first posts here are met by my anger and disillusionment.

I have my own views as to why "there has been a large backlog recently"

Please note, I did write. I gave all required details. My request has NOT been "processed immediately" The very quick written response I received, while acknowledging my cancellation request then went onto matters which were not relevant to me, almost as if the response should have been sent to someone else.

I am reluctant to post account details in public for obvious reasons, and would prefer to remain (more or less) anonymous until I know whi I am talking to. However since I no longer have E-Mail access to my NTL account, then you should be able to trace me from my now defunct NTL E-Mail address - which I am now sending via the Private Message facility (never used it before, so fingers crossed).

[RHP]

ntlinsider has responded to me, and from my E-Mail address was able to provide me with my account number and billing details, so is "inside NTL"

Unfortunately this does not resolve my problems since ...

Apparently, according to ntlinsider, my account was disconnected on 21 May, but ...

I still owe money which NTL haven't taken since they say my payment method has been cancelled. If this is the case, then it's an NTL action since I make payment by debit card authority which I can't change or cancel other than by completely cancelling my debit card, which I have NOT done (Yet!).

Also I can still use the 1263 prefix when making phone calls. I know 'cos I just called my mobile, but hung up once it rang. Presumably if I made a proper call then my supposedly cancelled bill would increase despite being (supposedly) cancelled!

Further letter (recorded delivery) now posted.

All I want to do is terminate my contract. I've done everything I should. I haven't negated any payment methods or otherwise derailed the process. Any and all problems have been created by NTL.

I still appreciate the efforts of ntlinsider to assist.

[RHP]

Well, ntlinsider, having put his head above the parapet soon ducked down again!

It's now 01 June ...

NTL received my SECOND recorded delivery letter on 27 May.

My account is STILL active. SWMBO inadvertently used the 1263 prefix this morning, and the call went through.

My Bank confirms that no action has been taken by me or by them on any instructions of mine to negate any payment method to NTL.

Can't check account status at the moment 'cos site is down (scheduled outage), but I noted before this that since my E-Mail and Internet access was terminated, I am now being charged for phone calls rather than getting the £15 call allowance - Is this adding insult to injury or what!

So to summarise ...

- NTL haven't taken what is due to them.
- I haven't stopped them taking what is due to them.
- NTL have failed to stop the account from accumulating further charges, and thus cannot produce a final bill.
- NTL have failed in their duty to close the account after due notice and a reminder letter (both received via recorded delivery)
- NTL have failed to contact me with any explanation.

I'm damned if I'm going to accumulate further phone bills by trying to call them and being left on hold for several hours. They can contact me. It's their screw-up, and I warned them in my last letter that any communication I have to make to them after end of May will be charged at £25 per 15 mins or part therof. If anyone from NTL is reading this, consider it a freebie - the next direct communication is going to cost them for my time as well as the professional fees of those I may choose to act on my behalf.

Am I being unfair?

P.S. My new BroadBand supplier is excellent!

[ewtie]

No.
Hope it end up in your favour.

[antibt]

I too received an unfriendly letters from debt collectors in the name of NTL.I know I am paying by direct debit and no debts on my monthly bill.Sent so many emails to NTL but no reply.I am not going to reply to debt collector as I know very well that I do not owe money.I have to wait and see.

[chetnet.co.uk]

Originally posted by ntlinsider
As a worker for ntl, i can see how many problems people can have disconnecting from our service.

The only way to disconnect is to send a written letter containing your Account number, Telephone number and the date to,

Cancellations Dept
ntl House
Bartley Wood Business Park
Hook
Hants
RG27 9UP.

This is the only way to disx, and make sure you ask for confirmation when you send a letter in. The 30 days will be taken from the date on the letter.

That is rubbish advice

The Hook office is not a front line Customer Call Centre, there is no one there with the remit to do this.

To disconnect you need to contact a Call Centre.

Idiot!

[antibt]

No, the letter do work provided you send it by special delivery registered post.Ordinary posts will be discarded and they pretend as though they did not receive any!!!

[joe2cool]

Hi I sent recorded letter to Bartley Wood Business Park, Bartley wood, Hampshire RG27 9UP Which was given to me over the phone. That was on the 9th Aug & not heard anything as yet. Know one mentioned Hook in the address, will this have made a difference ?

I did ask for confirmation..............

So just to confirm , if they do acknowledge my letter, The termination starts 30 days from letter date ?

Do you think I need to send another letter?

Thx

[travisb]

Another question for NTLInsider.

Having had NTLWorld dialup account for best part of 3 years. I decided to cancel in Feb this year. Sent letter as you describe at beginning of this thread, and although I never got a reply, the account was cancelled. The next thing I know is I get a letter from a debt collection agency demanding outstanding phone calls from October 2003!

Rang angency and explained that I never had a phone account and they went away happy. 2 weeks ago get a call from NTL still saying that we owed money for phone calls. At no time did I ever agree to switching call supplier from BT. I've never had a contract or a bill and we have never used the 1263 prefix for calls. Have even had someone in NTL Credit Control confirm that we don't owe money for phonecalls. Any ideas on how to get this sorted.

[joe2cool]

Another letter sent, fingers crossed !! Can't see how they benefit from this incompetence, apart from losing customers & long term customers at that !

Have noticed I can't log into their site anymore, 'am now using new ISP 'Plusnet BB'

Which is excellent, NTL could learn alot fronm them, especially customer support.

Think 1263 calls still working ? Anyway of checking now I can't get onto site ?

Thx

[ash7jar]

I had NTLWorld dialup account for 2 years an I had to cancel my account last November because they don’t supply broadband in this area, Having phone and written a letter they wanted to charge me £75 cancellation fee! Any way before that took the money from my account I canceled the direct debit, and never heard a thing again.

[joe2cool]

Who did you change to ?

[joe2cool]

Still nothing from second letter dated 17 th Aug, direct debit cancelled. So might hear from them now, what a wonderful company.........

[Ally]

Hi J2C,
Just to let you know, I emailed NTL on Sunday to cancel freedom, and they called me yesterday! All I have to do is phone up and confirm the date of cancellation! :Whoo hoo!!
Result! Hope that helps you out though?
Ally x

[joe2cool]

Hi no calls from them, but did end up ringing & a date of confirmation had been set.........& they said they had sent a letter out on 13th August, of which I haven't received, must be coming by camel. Did ask for another letter, won't hold my breath.....direct debit is cancelled any way............Just so glad to have got shut !

[Ally]

That's great! Glad it worked out in the end (finally)!!

[joe2cool]

Just out of curiosity who did you change to ISP ? 'am with Plusnet absolutely superb ?

[deezel]

Hi

I decided to cancel and sent an email to that effect.

They emailed back with an 0800 number for customer services and the telephonist cancelled my direct debit and the account to have effect 30 days while we spoke.

Painless so far.

I will get the final bill after the 30days.

[joe2cool]

emailed you back.............you're lucky ................never would answer any emails in the past

[Ally]

Hi J2C,
I am going to BT - I already have the landline, and I just want dial-up, as I do a lot of surfing at work!!
So I am going to Surftime, I think it will work out as cheaper in the long run.......
Or would you recommend plusnet? what's the cost?
Ally x

[joe2cool]

Plusnet is cheaper started at £14.99 10x faster + same price for 1Mb......... Plus dial up excellent prices but just as cheap for BB

Can't praise enough, don't see anybody beating the support as well

http://www.plus.net/index.html?pn_se...ce392fa9b8228a

[jonzo]

Just cancelled the other day ..Just rang up and thats it ! Was asked why ..Reason was Ive now got adsl and Ntl dont supply where I live. He replied "well Broadband is better I suppose" ..Erm yes lol lol lol

[joe2cool]

Well still not had any letter of confirmation, which they said was sent out 13th Aug, & asked for another one..............too much to ask from NTL !

[Kevoh]

On 15th June I wrote a letter to NTL freedom indicating I wanted to cancel my contract as from 28th July 2004 with 1 month left.

Here is the letter I sent to the Bartley Wood Business Park address

"Dear NTL

I am writing to give you formal 30 days notice of my wish to cancel my NTL Freedom Contract.

While I appreciate that I signed up for a 12 month contract on 29 August 2003 and that the minimum period for this contract is not yet fulfilled, I am very dissatisfied with the level of service I have been receiving.

For the last 6 months there have been at least 4 days a month where I have been unable to connect to the Internet, with no satisfactory explanation or help from your technical support team, this is despite spending over £15 on your 75p per minute technical support number (09050720072). On the 7th of June this year, to the present date, my internet service has again been inaccessible, a period of 9 days at the time of this letter.

While I appreciate that maintenance work does need to be carried out, it would be helpful if your online schedules reflected the true nature and length of any such work, however I checked these and by your schedule my internet service should have been accessible again 5 days ago.

As I am unable to receive and utilise the service I ordered from you, I wish to terminate my contract on 27 July 2004 and expect that I will not be billed for the remainder of my contract.

Yours Sincerely"

I also sent a letter to my credit card firm stating that I had cancelled my continous credit authority.

NTL didnt reply BUT they credited my account with £30 that I could use in the remaining 6 weeks. As from 28th July, I have cancelled my BT phone and gone with Telewest broadband, phone and TV and my last bill charge from NTL was on 29th July. My bills are still accessible online with an "Open Bill" but no charge to my credit card. My thoughts are as long as you dont use the service, they wont charge you, if u do, they begin charging you even after you have cancelled. very bad!

[joe2cool]

Well I was told eventually my account will close 13th August............'am with 'Plusnet' (excellent Move) Can't praise enough........yet I can't access my online bill still with NTL ?

Has I have said before direct debits are cancelled so ...........nothing is going to be taken out, that I don't agree with...............

Obviously enjoy losing customers !!!!!!!!11

[Kevoh]

Concerned that I could view my account and it may be active, I decided to call the customer service phone number on their www.ntlfreedom.com website 0870 445 0445 and to my utter surprise the phone was answered within 30 secs. I explained I could still view my account and wanted confirmation in writting. The lady said it would take around 3 working days to arrive. She confirmed to me that they received the letter on 22 June (They actually signed for it on 17th June) and the account was closed on 29 July.

I'll wait patiently till 14 Sept for the letter.

[joe2cool]

ummmm stlll be waiting............no such letter for me !