How to cancel NTL - from insider

[thecabbie]

thecabbie,all i can say if anyone lives within easy reach of bartley wood i went there from sunbury in surrey and got the needed response and cancellation everything that has been mentioned ntl does all the time i suggested in the past dont pay by credit card they commit fraud with yr card

[joe2cool]

Never did just cancelled ........direct debit...........so probably will get in touch sometime

[innescapable]

Hi

I've put together all the NTL contact details I could find together on this page

http://www.davidinnes.co.uk/useful_info2.html

Includes the NTL official contact page, their terms and conditions including about cancellations and OFCOM's page with their address.

Can't confirm they will cancel your connection, but at least they will get your mail.

Hope this is useful

[joe2cool]

Great ............nice & clear......................

[innescapable]

Having spoken to their customer services Department this morning, I have also now added the address they recommend you send Broadband cancellations to.

http://www.freeyourfuture.com/useful_info2.html


Good luck

[Kevoh]

I highly doubt there is an NTL office in Luton. From what I have read on this fourm, I think that NTL have been giving fake addresses over the phone, as some pple have a hard time cancelling while those who use the bartley wood address have an easier time cancelling.

[innescapable]

Hi Kevoh

This is a reply email I had from NTL.

I doubt they would risk putting a fake address in writing as that would open them up for litigation.

Dear Mr Innes,

Thank you for your email.

Please send your letter of cancellation to -

Customer Relations
Ntl
Wigmore House
Wigmore Lane
Luton
LU2 9EX

If I can be of any further assistance, please do not hesitate to
contact
me on support.luton@ntl.com

Julia Goodman
Customer Support




Where ignorance is our master, there is no possibility of real peace.

www.davidinnes.co.uk

[Kevoh]

Hi innescapable,
I would like to see how your cancellation goes. please keep up updated.

My own update is as follows.
I still haven't received a confirmation letter that I asked for over the phone on 07 Sept.

On 20 Sept and 24 Sept, NTL charged by credit card for £15 each. I was so annoyed! I called my bank, they refunded the cash while they investigated. My online statement has an entry for Disputed Amount £15 and resolved amount £15. I guess NTL are disputing one of the refunds, I'll just wait and see.!

For those who pay by card, check your statements, they may still charge you on different dates after you have cancelled.

[joe2cool]

Same here never received confirmation of cancellation even after phone call of which they said one had been sent out & would send another.........still waiting (my account was cancelled on 13th sept)

Cancelled direct debit ages ago, so just wait and see.................they are the pits.....simply good at going from bad to worse........pity anyone with them !

[innescapable]

Hi Kevoh

I´m actually out of the country at the moment, but I have been told that NTL called to ask for the reason I was cancelling. I take this as a good sign and that they have got the written cancellation.

I paid initially by visa, so it did cost me 2 pounds 50 for not doing it by direct debit. This however does mean that they can´t charge me from my account without notifying me of a bill.

I will however let you know once I have received the cancellation letter.

I will try to keep my page with the cancellation details updated
http://www.davidinnes.co.uk/useful_info2.html

Good luck

Dave

[Kevoh]

My bank finally resolved the issue of NTL debiting my card twice for a total of £30. No apologies or letter confirming cancellation from them.

Good luck innescapable on ur cancellation. Good picture site by the way

[joe2cool]

Still no letter of confirmation for me , final date for me was 13/09/04
So glad to be shut!

[dieselglider]

I sent an email to freedom 'customer services' at the end of Oct, asking the proper procedure on how to go about cancelling my account. Got no reply, so today my mrs phoned CS and was told we are scheduled for disconnection on 3rd Dec!

Strange way to run a business, its just as well we do actually want disconnected, as we now have broadband and mentioned that in our email.

I reckon it'll be a case of "watch this space"....

[dieselglider]

Update.

We've just had a phone call from CS reminding us that our freedom dial-up will be terminated as from tomorrow, and also basically asking why we were cancelling.

All straight-forward so far....wonder how the final billing will go?

So far, so good.

[joe2cool]

Never did receive a final bill .......what a company !!

[Desperate!]

Hi!

I had a 12-month contract with NTL and i assumed that my connection will be cancelled automatically as this period expired and as i did not pay the last 2 months or so and warning letters were knocking my door.Obviously this did not happen...and i phoned them to see what the heck was happening. The first customer's services person i spoked with told me that my connection was cancelled,this freaked me out and i told them that i still have internet access and this could not be the case! She told me that in her computer my connection was cancelled and she could do nothing else!

I phoned again after a few minutes and another guy told me that i had to ask for a disconnetion and he handed me over to another depetment to speak with somene else.

Then i gave my details to another guy and he told me that in 1 month my service will be finally disconnected.So...i was reliefed...but another bill came and after some days another warning letter saying that unless paying my service would be disconnected...so i assumed that it would be.

The thing is that 4 months passed since that last warning letter and i was informed that bills are still comming in my old address as if i was using the connection normally...

I know that i go all over again but i need some advice guys, i am a bit worried since the sum i owed them whem i called them for cancelation was 67pounds and now is almost 150pounds and keeps rising!I dont want the freaking NTL knocking my door after a few years saying that owe them some thousand pounds....

Please tell me what steps to take to resolve the issue, thanl you in advance!

[innescapable]

Useful Information
Contacting NTL broadband

NTL's registered address is:

NTL House
Bartley Wood Business Park
Bartley Way
Hook
Hampshire
RG27 9UP

Address provided by ringing the customer services department for Cancelling broadband:

Customer Relations Dept
NTL Group Ltd
Wigmore House
Wigmore Lane
Luton
Bedfordshire
LU2 9EX

I was told to include account name, account no, tel no and I would suggest you ask for confirmation.

I recommend sending any post by recorded delivery, to avoid any misunderstandings.


I try to keep this information up to date on http://www.freeyourfuture.com/useful_info2.html

good luck

Dave

[Desperate!]

You are right mate

http://www.ntl.com/locales/gb/en/contact/index.html

[legend]

Nooooooooooo!!!!!!!

Since the latest batch of redundancies, the customer relation teams have moved all over the show, there is not a specific address where you can send letters too, it all depends on what region etc

The call center in Luton now only deals with credit control; customer care, sales, install support etc have all been made redundant so sending letters here will only increase the length of time in actually cancelling,

I can sympathise, it even takes me an age to get thru to retentions, and i'm an employee!!

If you need a specific address of where to write, email me chris.dunham@ntl.com and I will try and help you. Luton and Hook are not the places to start anymore

Cheers

Chris

[dieselglider]

Further to my previous posts, NTL cancelled my Freedom package when they said they would, the only hitch as it turned out, was that they had also cancelled the DD.

We noticed that the final payment hadn't gone thru for a couple of months, so enquired by phone and paid by debit card there and then.

Not bad, considering my initial email to NTL was only an enquiry about cancelling. Good job I actually intended to cancel, or I would have been without service!

[jchan1976]

Hi,

Just wanted to say NTL sucks, i read this forum back in March 2005 to read advice on how to cancel NTL as i was moving job. Anyway after sending a recorded delivery letter giving my 30 days notice and asking for letter of confirmation (which never arrived) , i moved house and thought that would be it. I checked on Royal Mails website so knew they got my letter. I made the mistake of not cancelling my Direct Debit thinking they would do that for me, oh how i was wrong!!! NTL continued to direct debit me for 2 months. I phoned up in June and was told i would be reimbursed with a cheque but would have to wait 30 days. 40 Days passed and i phoned up again as there was no cheque, i was told this time there was a system error in the computer and would have to wait 30 days again. A month passed and i phoned up angrily, spoke to someone from the billings department and was told i would be getting a cheque and that someone would phone me at work to confirm the amount being sent to me, no one phoned me at all at work, 2 weeks passed and no sign of cheque, I phoned up again and was told by some guy my cheque would take a further 2 weeks to be processed. Well guess what? Its not arrived and its late October now and i cancelled my account back in March 2005 and ive been waiting since June for my cheque. Daylight Robbery from NTL, i dont recommend them to anyone at all. Billings department is only open until 5pm so each time ive had to finish work early to phone them. They are wasting my time, bunch of b******s, Lesson ive learnt: cancel the direct debit with the bank as well as informing NTL. Take phone numbers and names of who you phone also and date and time when you phoned.

Angry ex-customer

[centaur]

NTL internal communications appears to be non-existent !

I emailed to cancel my account after my 12 month contract expired, they claimed I couldn't just do that, I had to phone their 'premium rate' 0870 number to do so. I refused and suggested they just passed my email to the appropriate dept to deal. They refused and claimed the 'data protection act' and said I 'had to speak to their customer service' dept to do so.
Has anyone had the unfortunate experience of trying their 'customer service' dept ?
Let me advise you not to bother. It's a total oxymoron, they have NO SUCH IDEA OF WHAT CONSTITUTES CUSTOMER SERVICE from my experience (3 attempts).

I really don't understand HOW any 'communications company' let alone one which provides an internet 'service' can reject an email communication due to 'the data protection act'...anyone provide a (believable ) explanation ?

[shamanx]

I have just had a long chat with ntl: customer services, and I managed to extract the following information.

1. You can send your cancellation request in after 11 months (11 months + 1 month notice period = 12 months total contract length) to ensure that your service is terminated after exactly one year.
2. You can cancel over the telephone by calling customer services on 0800 052 2000. Somehow I don't trust this option and I doubt that they give a reference number.
3. You can cancel by post, but you need to wrangle an address out of them.

The aforementioned wrangled address (which oddly isn't listed in any official documentation that I can find) is:

c/o Customer Relations Team
ntl:
PO BOX 50
Wythenshawe
Manchester
M20 0BA

Don't forget to send your letter by recorded delivery. I hope that this helps somebody out in the future!

[centaur]

They are still claiming I owe them money and have sent a '7 day notice' . I have replied to their REGISTERED ADDRESS from their own correspondence, which is the Bartley Wood one. I did this over a month ago and have yet to have any acknowledgement. Next stop Trading Standards i guess.
What a crappy company !!

[Bumbles]

Hello

I had the displeasure of going through the frustration of 'trying' to cancel my NTLfreedom account last yr.. I had rung them 10 months previously to cancel my account and was told that it had been closed down. Fine I thought, no problem.. Until 10months later when a bill arrived on my doorstep for £150 from NTL 'account unpaid and in arrears'!! So a long and drawn-out story cut short I ended up contacting www.otelo.org.uk, who is the ombudsman for NTL. In the space of 2-3 months NTL had increased my so called 'account arrears' to the sum of £180. I knew I owed NTL nothing, I hadn't used their service nor did I want it.. so in amongst their small-print I found the very handy ombudsman who act as a go-between to settle disputes between company and customer.
I strongly advise anyone who is having a dispute with NTL regarding account cancelling to contact www.otelo.org.uk. They're extremely helpful and had my dispute settled within 3months.. and I didn't have to pay the arrears .

It's funny how NTL suddenly wrote to 'sincerely apologise' once the ombudsman stepped in.

Hope this is useful - good luck!

[ninjakiller1]

Even you send a letter to them even from ntl email it will take ages to wait to cancell to servise or no reply and you will get billed everytime

To all be warned,
Three long and stinking years ago we cut all our ties with Ntl but still the letters keep coming saying that we still owe them money. We had a debt collection agency write and phone us and when we explained to them that we had had no services with NTL for so long they were very kind and most apologetic and told us that they would no longer pursue the matter. Not only do we not owe NTL any money (as the debt collectors agreed with us) but the amounts they are billing us for do not talley up with the original agreements we had with them. Please somebody help before I lose the last few strands of hair I have left.

[Zer02004]

Write to their head office and ask them for a detailed and fully itemised final account. Inform them that this matter is causing you distress and that you are attempting to settle this matter amicably and finally.
Don't threaten or use profanities etc but impress upon them that if they are considered to be obstructive in any way, you will forced to seek redress through any and all available channels.

If and when this final account is forthcoming, compare it to your bank statements etc and if any anomalies are present, write to them again advising of them of this. Enclose details of your proof of payments etc pointing out any differences.

Ensure that you use recorded delivery or some other verifiable means of contact. Do not enter into telephone etc conversations with them.

I'm assuming NTL Broadband here. If I'm wrong, post back and I'll find the relevant address.

Registered head office:

NTL (Broadband) Limited
NTL House
Bartley Wood Business Park,
Bartley
Hook
Hampshire RG27 9UP

Company Number: 02443741

Sorry mate tried that. They told us to phone first which we did, then to write which we did making sure to record it at the post office. We signed and ticked all the boxes but they still won't leave us alone. As a matter of fact we have just received another one today and the amount has just changed again, this time 2.40p has come off it which is a kind of bonus but seeing as we have not paid it I don't see why. Personnally I think they make it up as they go along or are having a great laugh at the expense of my sanity. We found that there is no complaints email address (surprise surprise) but with a bit of bending the truth you can send an email to them through the "your comments" section which we did with bells on and i would advise anyone who is as hacked off with them as we are to do the same and sooner or later they might get the message.

[Zer02004]

In that case it's time to seek legal advice.