Over the past month my NTL cable modem has been suspended four times,
three of which were in the past week. In each case the reason for
suspension has been that the cab;le modem's MAC address is not
registered to my physical address- despite the fact that NTL laid in a
new line when we moved here 18 months ago and can sucessfully send us
bills. This has been combined with 16 months charges for 'additional
services' on our phone (call divert etc) which we have never ordered,
and the same period of overcharging on the 'phone line rental.
Customer service so far has been very dissapointing- platitudes but no
real guarantee that service won't be interrupted again. Luckily we
haven't yet fully migrated to skype, or we'd have lost home phone too.
Apparently NTL are migrating billing systems to a new systen calleed
'Harmony, and are having major problems. Our experiences certainy
suggest that at least two of their sysems are our of synch on address
details, and I'm wondering how many others have been skimmed for
additional serives/line rental each month. Has anyone else had similar
experiences?
What really, really annoys me is that our requirements aren't anything
special. All we want is uninteruppted service on 1Mb broadband and
phone, accurate billing and effective custoemr services. We've been
with NTL for nearly 9 years, but we've already cancelled their TV
service, the phone will be going back to BT if our billing issue isn't
sorted out quickly, and NTL will be losing our broadband to one of a
number of ADSL operators who can offer an equivalent product for the
same sort of charge.
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