Can I claim money back from NTL?

Question

I recently phoned NTL and told them I was thinking of changing to Sky. They immediately lowered my rates.

If they are prepared to keep me on this much lower rate, then by definition they have been overcharging me for the previous few years. Can I claim any money back from them? Is there any legal precedent here?

Thanks,

Ed.

Answer 1

Hi, it's not that they've been overcharging you, it's that gaining a new customer is more expensive than retaining an existing one - so, if you are prepared to leave, they are prepared to 'spend' to keep you.

Otherwise, they have to do the whole sales, marketing and service thing just to win a replacement back. Besides, NTL/Virgin Media are having a spat with Sky at the moment so there is an added incentive (I assume) to avoid customer churn (the jargon for customers who leave).

Most companies in highly competitive markets will offer incentive to customers before they leave - AOL for the webspace or T-Mobile for the mobile phone space.

As for the Sky vs Virgin Media debate - I'd be cautious of rushing into either grinning media magnate. NTL have always provided me with a great facility - the TV works, the broadband is fast and generous plus the pricing isn't bad (as long as you call them up each year and ask for the latest deal). Ok, customer service is lacking but show me a company that doesn't suck at that. Sky for example - great new free broadband service but crap customer service when you try to get a problem solved.

Sky (I have that at a tenants house as the street doesn't have cable) is expensive, and unless you are a big sports fan I can't see what else it really offers over NTL. With NTL you get movies on demand - with Sky you don't.

For everyone who likes Sky One - you have to have Sky. However, with Virgin Media now in the game, who do you think will be bidding for those big shows next season?

If you are looking at refunds - hit your bank up for a refund on bank charges (which.co.uk has the letter templates).

Answer 2

i have been with NTL for more years than i care to remember i have tried on many occasions to get a refund from them after over charging on telephone and cable with
1. never had a phone with them had to pay them for 3 years before they believed that we had BT

2. where charge for 20 adult movies due a summer holiday between the hour of 10am and 3am and on most of those days i could tell them where i was with my kids it was also Monday to Friday and they refused to take any of the charges off.
3. NTL always over charge

4 do what i am going to do mate wait till the end of the year and get yourself an HD ready TV then go to SKY and get the SKY HD package.

good luck you are going to need it !!!!!!!!!!!!!!!!!!!!!!!!!!!!

Answer 3

You have done the best thing NTL are useless ! Sky are much more professional and you HAVE to have sky plus ! Your life wont be the same again xx

Answer 4

Dont know if you keep up with the news or not but NTL doesnt exist now. It is now in the hands of Richard Branson under the new name of Virgin.