We finally figured out what had happened with our internet. I opened our mailbox and found a letter to our previous tenant, from NTL. I brought it up to John and relayed my suspicions that NTL must have got something wrong with our change of residency. John agreed and phoned them immediately to get to the bottom of our internet dilemma.
NTL Geniuses
It turns out, the infamous NTL Ireland, our broadband provider, had been charging us for broadband provided to our previous residency. Meanwhile the broadband we had here was being charged to the previous tenant who, unsurprisingly, hadn't received her bills as they were being sent here and left downstairs. As a result NTL didn't get their payments and were forced to turn off the internet. In the meantime, our previous apartment was reaping the benefits of free internet paid by us.
This is classic NTL service. Since we began business with them, they have never been able to get things right. We have been billed incorrectly in the past and it tooks months for them to refund us. You'd think they should be able to handle a residential change easily but that didn't work out either. They promised to make amends by refunding us the charges for services which have been incorrectly directed to our old apartment. They also ensured us our broadband would be back up and running before the month is out. At the start of this week, we had heard nothing and decided if we don't get a call in the next day, we'd tell them not to bother and live without it.
To our surprise, they had someone in the next day to get this sorted. Perhaps they had overheard our thoughts, or maybe they weren't busy. So now we are online again BUT I'm still sceptical to the completeness of their services, we have yet to see if the billing is back on track.
NTL Services - what to expect
- To get issues resolved, don't call their customer care centre. Try sales, who will redirect you to customer service. Just hang up and call sales again and again. They will be annoyed that you keep calling, and will eventually direct your call to someone who they know can help and will keep you off their backs.
- If you call the customer care centre it will take months to get your issue resolved and your phone bill will be exceptionally large due to being on hold for days and days. You will also get frustrated for reiterating your issues with different people and it not getting resolved
- Don't go direct debit with NTL, because they will keep billing you even after you have pulled your services from them.
- If they call to install stuff to your house, they will never arrive in time, making you take more than a day off work, because when they finally do make it over you will most likely not be home and will have to drag yourself out of work to accomodate them.
Who else?
You are probably wondering why, if we are so dissatisfied with NTL, do we stick with them? They are the only provider for our area for broadband, so it's either them or nothing. We have to just live with it.
Nuff said today, more tomorrow. Mel out.
Entry posted at 18:06 ~ One whisper [Shout/View]
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