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We have been with NTL for nearly a year now (Thank god our contract is nearly over) And I can honestly say they have caused us nothing but trouble. The first thing that obviously attracted us to NTL was the fact they provided a good priced tv-telephone-internet package but with the cheap prices, you DO get what you paid for and its absolute pants. We have all the NTL stuff. The telly (full package) telephone and the internet. We have nearly top on everything and it comes to 90 quid a month which is not bad when you think about it all channels, 4mb or something similar speed on the internet and good telephone rates. Shame the service is no good though. Firsttly:
Telly: The boxes are USELESS! We have had our box replaced NINE times and each of the engineers have had different reasons to why it's freezing all the time. "Loose wire" "You have too much stuff on your box so its freezing" (We had like a photo frame and a couple of other bits sitting on it… "Frequency is wrong" "We are just crap" OK made the last one up but you get the idea. It was a different reason each time. Basically, the guys had absolutely no clue what they were doing. Anyway are problems were, and this went on for over 6 months. The box was freezing all the time, sometimes it was just go pitch black and stay like it for ages. On other occasions we lost sound on E4, bbc1 and a few of the other main channels. On another occasion all the basic channels stopped working all together and several times we have booked films on their box office only to have the film freeze half way through or not come on at all. (Still charge us for it though, of course) It took nine box changes and lots of complaining to get it working… It works BETTER now, still nowhere up to standard and it still sticks on some of the channels.
Internet: This has been useless from day one. Sometimes it will just not work for days and days and funnily enough, around that time, you'll find you can't get through to NTL as they seem to be constantly enagaged. When it DOES work it might only work for a few minutes so it's a rush to check your emails before it cuts off again. Sometimes when it does work (rare) it will go a lot slower than the 4mb speed it says it should be.
Telephone: This is OK. They can do something right!
The customer service is a bismal though. It's an 0845 number I think, one of the expensive ones and half the time you call they keep you waiting around. When you do get through they sound like they can't be bothered with you or haven't got the faintest idea what to do. They never want to help you. Tell you the same things like: "Unplug your box, leave it for a few minutes and put it back in" (That's to get the telly working) or "Take the wire out from your net connecter leave it for a few minutes and put it back in" (That's to get the internet working)
I am SO glad our contract is nearly over. They have caused nothing but unreliability and we cann't wait to be rid. We know others who have had the same problems with NTL and are switching to Sky for telly and Tiscali for the internet.
I have been with NTL ever since it first arrived in Nottingham several years ago and have all their stuff and never had any problems with them,I must be one of the luckier ones. by the way, your calls to the sevice dept should be free, mine are. Good review.
Marans 26.07.2006 09:40
Sounds awful! I'm a big believer in never changing to anything different unless something stops working. I liked the review as you didn't just tell us this company wasn't helpful, you told us why. Emma.
sghawken 26.07.2006 06:50
I can honestly say I have never had a good experience with NTL