NTL:home - TV, Telephone & Broadband Internet Review

Overall Rating

Broadband has been ok (after tricky setup)

TV menu so slow it's unusable (worse now "improved")
Channels freeze regularly
Telephone has interference
Customer Service - is there any?

I have had NTL for a few years now and as with other users had a nightmare getting it installed correctly and had to have them back several times. The installers are not allowed to drill through ceilings but can drill through walls and I had to: 1. Insist they bring the cable around to side of house and drill through wall rather than drape cable across my wood floor and risk killing me in a trip accident. 2. Insist they take the cable up the front of house and drill through wall to cable to broadband point in bedroom rather than drape from set top box downstairs, through a doorway (so cannot close door), up the stairs and through another doorway...etc. As long as you are prepared for insisting on a sensible installation then don't bother.
Once installed made numerous calls as had constant error messages and tv box froze. In the end a manager came round to fix it! This was not before I almost went insane with NTL customer service. They even blocked my number when I called (when you tell you are asked to tap in your phone number and I believe as I kept complaining they blocked my calls cause when I tapped in a slightly different number I was put through!).
Tip: When you call go to "www.saynoto0870.com" and get the latest freephone 0800 number, otherwise you pay 5p per minute for the 0845 number and 10p per min for the 0870 number. Also have a look at www.ntlhell.co.uk as there is some gd info on "how to's" like how to cancel your contract (if you write, there is a letter to copy, the best telephone numbers, and if you call, get the person's name and employee number as proof of call, etc.).
I am moving in a few weeks and am now trying to cancel my own contract. I would have cancelled long ago but I just couldn't face the hassle of it, so now I am being forced to. I can only ring to cancel Mon-Fri 9am to 5pm. As I am at work these hours and cannot hold for an hour at a time I am getting my mum to do it. I feel very guilty for doing this!! I will give an update on my experience as it progresses - my 2 biggest worries are not having the equipment collected before I move and continuing to be billed after I have moved.
So what will I have when I move? My mum has had Sky for years and although she has had her problems I can honestly say it does not come close to NTL aggravation! I have used her Sky system myself when staying there and I love it. NTL just doesn't compare!
In short: if you value your time and sanity, then do not go the NTL route.

Members' Comments onsoozonholiday's Review

• soozonholiday on 22nd Sep 2006

  Well surprise surprise - nearly a week before my moving date and NTL have cut off my phone already despite being told the correct date. I still have Broadband and TV at the moment but don't know for how long. The NTL magic is starting already!

• soozonholiday on 16th Jan 2007

  Just wanted to say that after nearly 4 months after I moved, NTL are still writing to me telling me they hope I am enjoying their services at my new address. They do not supply my new address, which is in the middle of nowhere. They are also currently sending me monthly bills for zero! Over the 4 months there have been numerous phone calls to reach this point, and too many bills to count. The good news is I did at one point receive a credit from them, which they said I had to call a different department to "claim", but after refusing I received a cheque and I banked it! I am now waiting for my next "bill" and a demand for the credit back! I now have Sky+ and Sky broadband, which I am very happy with.
  
  If you need to call any large company, including NTL or Sky then go to www.saynoto0870.com to get the latest free phone number or similar.

• soozonholiday on 1st Jul 2007

  Final update: received letter from debt collection agency acting for NTL - 6 months after moving they have never cancelled my broadband connection (wonder if my buyer ever used it?). My poor mum spent more hours sorting out and dare I say it all seems well. Had forwarded mail today from Virgin who took over asking me to let them know what will tempt me back.....errrr, I don't think so Virgin! Have Sky+ and am happy now.