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ntl customer service
Member Name: mancmagpie
Date: 22/06/05, updated on 23/06/05 (312 review reads)
Advantages: good products
Disadvantages: customer service terrible
I have been an NTL customer for phone and TV for just over a year, and recently added broadband. If you have an NTL phoneline, you are severely restricted as to which broadband providers you can use. Aside from the odd glitch, the service level has been satisfactory. In fact, the broadband speed has recently been upped by 50% at no charge, which was a pleasant surprise.
NTL's customer service, on the other hand, leaves a lot to be desired. As is so often the case, new sales enquiries receive high priority, but reporting faults or other problems takes forever and a day. More seriously, additional unordered items appear on my bill from time to time. One example was an additional set-top box which I was charged for. I rang up to query this, and after an age of waiting was told that this was a common error, and they would remove the charge! If it's that common, why don't they stop it from happening, I wonder?