Telewest - you'll either love them or hate them! (Telewest)

Name: ziggybaby

Hello doyoo user, You have to be logged in to use these functions... Login or register Close window

Send message to member

Product:	Telewest
Date:	30/03/03 (436 review reads)
Rating:

Advantages: telephone service good, excellent broadband service

Disadvantages: often bad customer service, many services overpriced, 12 months contract

My motto for Telewest:"When they're good they're very, very good. When they're bad they are wicked!" I've been a Telewest customer for 18 months now, and have Cable phone, TV and internet. I've had very different experiences with each service, so think it's only fair to review each of those services seperately.

TELEPHONE

I first contacted Telewest when I moved house, and they installed my telephone for me. It was a very happy next few months, as, as it should be, my phone always worked, my bills were always correct. I only ever once had a problem with my phone not working - I called Customer Services on my mobile, got through in about a minute (unusual, I know), and the lady I spoke to straightaway offered to call me back on my mobile to save me money. She did so, and the problem was sorted out within 5 minutes.

TELEVISION

Some time later I met a Telewest salesman who told me all about the Cable TV services available. I would have to pay an installation fee, but after that the basic channel package I would be getting (ie the freeview channels), wouldn't cost me a penny, as they'd be included in the telephone line rental. Even better than that, they had a special offer on at the time that if I went for the next package up (about 20 more channels), I could watch them for free for the next 3 months too - then either keep them or downgrade to just the free ones. It wouldn't cost me anything. How could I resist? I signed the contract, a week later the smartbox was installed, and everyone was happy....until the bill came!
Despite my contract clearly stating that my first 3 months of the extra channels were free, I had been charged for them. I called Telewest and explained the situation, and was told it would be looked into. I paid Telewest just the amount I owed, no more, expecting the adjustment to be made on my next bill. It wasn't of course, and the spiral of me getting bill, me p

honing Telewest, and Telewest saying it would be sorted out carried on for a few months. I was still paying them the amount I genuinely owed them - just not the amount I knew I didn't, so the day they "suspended" my services for not paying my full bill, you can imagine I was furious. After another angry phone call (on my mobile as they'd cut off my phone),my service was reinstated. I then took FIVE photocopies of my contract, and sent to each of the various addresses and departments of Telewest I knew of by recorded delivery (I was desperate to get someone to take notice by then!). Nothing happened, no letter, no phone call, but my next bill had miraculously been adjusted for the months I'd been overcharged. it was a relief, but I had no apology.
A couple of weeks after the bill was adjusted, I had a phone call from someone in Telewest sales department. He said he'd heard that there'd been a "mistake" with my bill (actually he didn't use the word mistake, but I can't use his exact words on here - it'd be insulting language or expressions :-) ) He then went on to say, and I quote, "It wasn't our fault, it was billing's". End of phone call. Still no apology to this day.

INTERNET

I have Blueyonder broadband, and am very impressed with the service! I spoke to Technical support a lot during the first few months (not their fault, I kept changing my computer and needed help setting it all up again!), and I always found them to be extremely helpful, polite, and knowledgable. Sometimes my connection to the internet does a bit of a disappearing act, but it's usually back again pretty quick.

CUSTOMER SERVICES

I went on to upgrade all my services - changed the telephone over to Talk unlimited, subscribed to most of the main tv/film channels, and somehow got a 1MB internet connection. This was fine for a few months, but then I was overcharged again. I ph

oned
customer s
ervices and spoke to the rudest, most ignorant person I've ever come across. He insisted that my bill was correct, and I came off the phone with nothing having been solved. That's when I made the decision to downgrade all my services (about £70 per month less profit for Telewest!). When I was explaining why I was downgrading, Telewest miraculously fixed the problem - adjusted my account for the amount I didn't owe, and (so they say) the man I'd spoken to earlier received a warning.

I have since gone on to install Sky digital to take over my TV services (more channels, less money and excellent customer services so far - but that's another review :-) ), though I still have my free Telewest channels. I have no intention of upgrading my services with Telewest again in the future though, I honestly don't think they're worth the extra money.

CONCLUSIONS

Stick to the basic packages - if you want more shop around first, you probably will get a better deal elsewhere.

If you have to deal with customer services (even for something relatively minor), take the person's name and make notes of what is said. Always assume they will "forget" you ever called...because they sometimes do!

Most importantly - don't lose your copy of your contract!

Summary: