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“Was with NTL for 3 years before it was taken over by...”

Written on: 22/05/2009 by kimy2506

Good Points
None.

Bad Points
They keep taking channels off, on demand doesn't work half the time, customer service is utterly unbelievable, staff are rude and don't listen, they can't set up a simple D.D instruction and broadband connection comes and goes at least twice a week.

General Comments
Was with NTL for 3 years before it was taken over by Virgin. Since then it has all been downhill aprt from my bills which are only going up. In February i decided to change my Direct Debit date as my wages were coming in later in the month. I was told it had all been arranged and was all in place for my first D.D to come out in April. I was to pay March as usual. Virgin then decided to take a payment at the end of March- which i have never done leaving me with £60 worth of bank charges. I had alrady settled my bil for that month! Virgin then sent me a snotty letter stating that i now owed the bill plus £10 late payment charges. I sent in my bank statements as asked for them to refund the charges. They then proceeded to send me another bill with no credit for £70 which i was promised. The have only just managed to get my D.D date correct this month (May) and i am still £70 down due to their mistake. I have spent 3 hours(!) on the phone to Customer Services in this time trying to sort it all out. It is a waste of time as no two people there know what's going on and they are so rude and just repeat that it is my fault for changing the D.D date! I am currently looking into changing provider. After so many years you'd think they'd care about loosing a customer but nope. They couldn't care less!

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