NTL
CHANGES
If you’re an ntl customer you may have got this letter.
It begins, “Important
information about your TV service,” and goes on to say - We
will soon be introducing a brand new range of TV packs – this
means your current package will be discontinued and from 30th May
you will be moved to our new Mid Pack at a monthly price or £18
Which really worried this pensioner told On Your Behalf that she
really couldn’t afford an extra £6 a week. Her daughter
rang ntl to see if her mum would stay on the basic rate, and was
told this could only be done on Sunday 30th! Norma says - I suspect
it might be difficult to get through on that particular day!. So
will everyone who wants to remain on the basic pack have to remember
to contact NTL on the one day!
We put Norma’s points to ntl
In a statement Ntl told
us -
When making any changes or improvements to our service, our standard
business practice is to write directly to all our customers informing
them of any changes and how these might affect their service. In
this case our intention was to help by recommending a suitable package
based on customers’ current channel choices.
The new packages offer an improved service, but we should have made
it clearer that customers still have a choice of which one they
select and that the customer does not have to upgrade to the mid-pack.
The information your listener was given about having to phone on
Sunday 30th May was incorrect. Customers can phone anytime that
suits them before the 30th May
Customers can phone anytime that suits them before the 30th May
(between 8am-8pm Monday to Friday or between 9am-6pm on Saturday
on 0800 052 2000 or on 151 from an ntl phone).
We are taking the comments from your listener very seriously and
will investigate the matter thoroughly. We are very sorry for any
upset our letter caused - this was certainly not our intention and
we apologise if this was the impact.
So again another company that seems to have got it wrong –
let us know if you’ve a problem you’d like us to address
On Your Behalf e mail the programme --------
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