Dear UPC/NTL

In February I opened an account with NTL – it was for digital tv and broadband at an introductory offer of €14.99 per month- I also ordered sky sports. I organised to pay by direct debit.

I then received bills which indicated that I was not on the intro offer and that the direct debit had not been applied. I paid the bill of 170 euro with the promise that the offer would then be applied. I kept receiving inaccurate bills and was told by NTL staff to ignore them as it was being sorted out. In the midst of all this I then lost service for 2 weeks (I even blogged about it) – and NTL could not send someone to fix it and appointments were then missed by NTL staff – when it was fixed it was found that someone had disconnected my supply accidentally or maliciously and I was told it was not a billing issue.

I kept receiving 2 bills for some reason – one for the broadband and one for the television service. This is despite a FAQ on the NTL website which says that you only issue one bill per household. I was again told that it would be sorted out.

Then there was a direct debit taken from my account last month – HALLELUJAH! But it was only for 11.98. But it was a start.

Today I received a bill which indicated a minus balance of 4.98 and told me that my service was disconnected.

• I still have my service would you believe – and I would love to keep it (I know it’s hard to fathom but it’s a television service and broadband and it works most of the time and I can’t have a dish and don’t want a landline).
• I would also like to pay for my service properly by direct debit, the correct amount at the offer I ‘signed’ up for. I know I owe you money but I have no clue how much! Your staff kept promising me that it was sorted – I thought you were starting to finally debit stuff from my account – but now its only for broadband it seems.
• I would like to receive one bill also. And I would like to be compensated for the time I had no broadband or television and the day off from work I took when your people did not show up to sort out my service.
• I would also like you to ring me back when your staff promise that a senior member will sort out the matter and contact me.

Could someone at a senior level who can kick the appropriate ass please call me – thanks!
cc Conor @ Pricewatch in the Irish Times…. I’m sure he’s only delighted (not…)