NTL have recently informed customers that customer services and broadband technical support will be changing to 0845 454 0000 and 0871 225 1111 respectively  :(.

Many of the geographical numbers currently listed for NTL have been discontinued. Do any members know of alternatives to the new numbers which will be in use from May 8th?
Thanks a lot

---

~ Edit by Dave

See also the old thread on NTL technical support (now closed) and the thread on NTL Customer Disconnections.

Further discussion relating to NTL in the Chat section is:

• NTL jump on the band wagon !
  
• NTL insist 0870 to complain about fleecing me!!

seeker327 wrote on Apr 3^rd, 2006 at 7:04pm:

Many of the geographical numbers currently listed for NTL have been discontinued. Do any members know of alternatives to the new numbers which will be in use from May 8th? Thanks a lot

It depends on what their plan is.  Normally a company will only change their NGN (non-geographical number) but leave any geographical number as it is and simply have any new 0845/0871 number point to existing geographical numbers.

If they are removing all geographical numbers like 0161 9588565, 01698 501600, 0115 9522222 (all numbers that were in the database) then it would be near impossible to get any new geographicals they are using to replace existing geographicals.

I am sure (and hope) that NTL will just remove their 0800 numbers and switch to 0845/0871 but leave any existing geographical numbers as they are.

SEE PREVIOUS POST - NO NEED FOR GEOGRAPHICALS WHEN YOU USE 08000522000!!!!!

Does anybody have a direct telephone number to Broadband Technical Support, they are based in Swansea. The normal number 0871 225 1111 goes through to IBM in India and it is an absolute nightmare dealing with them.

The number should begin 01792 for Swansea.

NTL have a new customer services number which is 0845 454 0000.

It would be good to find a geographic number for this.  My Google search was not helpful.   >:(

Any ideas?


Dollypetals

Various numbers come up for NTL when you search the database. However, most are for other things. The best thing I can suggest is to ring 0800 0522000, which is the main switchboard and ask to be put through to Residential Customer Services (I presume you are residential). Hopefully they will put you through.

Thanks Dave.  I shall try all those.

Dollypetals   :)

Dear Dave and Everyone,

NTL have blocked every means I have tried to avoid paying their 5p per minute to speak to Customer Services.  They route every call through to a recorded message which tells you to ring 0845 454 0000.  

I have tried their geographic landline (0115 952 2222) and the 0800 number (0800 052 2000) and whatever option you pick, you get through to the same recorded message.

Where to now?   >:(

Dollypetals

I recently had trouble with NTL, and I although it won't be appreciated by NTL putting the number in here, I will do so anyway.

Expect a very snotty woman on the other end, who is probably head of customer services, and swears blind that 0870 is National Rate (I have another thread on this)

Anyway, this customer services number is 0161 296 2516, however don't expect the complaint to be handled in a friendly manner (well you wouldn't with the 0870 anyway!!)

She will be keen as to how the number was obtained (I obtained it from a previous complaint, and the number was still on my mobile memory) so don't go and say you found it in an internet forum!!  Might be an idea to say she dealt with a previous complaint and you made a note of the number.  Also, she will tell you off like a naughty schoolboy/girl for not calling their 0870 number, and wasting her time, but unlike normal customer services, if she says she will investigate the complaint, it will be dealt with.

Dear Shiggaddy,

Wow, I am impressed!  I have made a note of the number.    :)

Perhaps NTL will get the message eventually - when anyone reading your entry will use the number - that CUSTOMERS should not have to pay to speak to NTL about problems with services they are already paying NTL for!    >:(

Thanks very much for your help.

Dollypetals  

dollypetals wrote on May 18^th, 2006 at 5:04am:

Perhaps NTL will get the message eventually - when anyone reading your entry will use the number - that CUSTOMERS should not have to pay to speak to NTL about problems with services they are already paying NTL for!    >:(

I'm afraid that is not likely to happen.  All that will happen if NTL found this number is that they'll remove that geographical number from use.  Same thing happens now with Sky.  That's how customer friendly these businesses actually are!  ;)

bbb_uk wrote on May 18^th, 2006 at 9:03am:

dollypetals wrote on May 18th, 2006 at 5:04am: Perhaps NTL will get the message eventually - when anyone reading your entry will use the number - that CUSTOMERS should not have to pay to speak to NTL about problems with services they are already paying NTL for!    >:( I'm afraid that is not likely to happen.  All that will happen if NTL found this number is that they'll remove that geographical number from use.  Same thing happens now with Sky.  That's how customer friendly these businesses actually are!  ;)

The number I have is not a normal customer service number, but a direct line to someone senior in NTL in her own office, who happened to call me last time I had a serious complaint, and I kept the number for future reference.

I think it is true that if she does get irate customers calling that number, then she will change the geographic number, so anyone reading this, please don't call the number for the sake of it, only call if you have to genuinely contact customer services, and of course use this number to complain about the 0870 rates.

As discussed in my other thread on the issue, she used the line of "Well, when you signed up you knew customer services was 0870, and you accepted these terms and conditions", and also she swears blind that 0870 is National rate and not premium rate,because it doesn't begin with 09.

Hi.  quick update to the Shiggaddi's post about 0161 296 2516.  My phone is down and I discovered their scam of making me phone an 0845 number to report the fault.  

I rang the above number. it now seems to belong to a rather startled young man who (give him his due) did connect me to the faults number after trying to find out where I got his number from.  I then wound up on the hold from hell and had to ring off before I got to speak to anyone due to having to collect children from GCSE exams.

Have since tried to find a way of reporting fault through the website and failed, it kept asking me to call the now defunct 0800 number.

I lived in the states for a few years and, despite everything that is wrong with living in the states, there is one inviolable principle - if your phone service goes down the call to customer services is free (in fact almost every call to customer services is free).  Think once I get my service back I will be contacting BT & Sky for TV/Broadband/phone services

DutyDruid wrote on Jun 12^th, 2006 at 12:19pm:

I lived in the states for a few years and, despite everything that is wrong with living in the states, there is one inviolable principle - if your phone service goes down the call to customer services is free (in fact almost every call to customer services is free).  Think once I get my service back I will be contacting BT & Sky for TV/Broadband/phone services

BT have 0845 and 0870 numbers for BB faults now and Sky use nothing but 0870 numbers.

I've just gone through the NTL numbers we have in the database most of the 0800 numbers have messages redirecting to the 0845.

The best we have so far are:

• 01256 751046: Customer Services for ex-CWC NTL customers - Bromley platform - no menu
  
• 01256 751047: Customer Services for original NTL customers - Langley platform - no menu

They may have changed since the above was written, so could be worth a try. Now, out of hours, they answer with the same message giving the 0871 for broadband faults and then go on to say that it is customer services and that they are closed.

01256 751048 has the same message as those above, so is worth a try.

I also tried 01256 751045 and it said that the number was no longer in service and redirected to the 0845. This number is also given on the contact page as an international alternative, despite the fact that it's now out of service. ::)

01256 751049 is a sales line for existing customers.

I have found that ntl's old freephone number (0800 0522000) now only gives out their new 0845 number. However, to report a cable fault today (Saturday pm - and I believe this may work for all 'phone/cable related customer services) I got through by using 01256 752000. I was not even quizzed as to why I had used a geographic number!

01256 751047 seems to be working, and they did not give any grief for coming through on this number instead of the 0845 one!

but what about ntl broadband technical support , it begins with 0871, how do we get around that?

gtz101 wrote on Jun 20^th, 2006 at 4:32pm:

but what about ntl broadband technical support , it begins with 0871, how do we get around that?

01792 614014 has been added to the database as Swansea technical support. Please let us know whether it's any good.

This number is unobtainable!  Sorry.

Dave wrote on Jun 20^th, 2006 at 7:56pm:

gtz101 wrote on Jun 20th, 2006 at 4:32pm: but what about ntl broadband technical support , it begins with 0871, how do we get around that? 01792 614014 has been added to the database as Swansea technical support. Please let us know whether it's any good.

but they are based in India though?

Some of the people you speak to are, but the number the 0871 number iis on is in the UK not India.

You can call the Sales number of 0800 052 0855 and choose option 2 - it passes you through to Customer Services.

Also just got Customer Relations number of 0800 052 9403 for cancelling accounts / moving etc.

I am having so much grief with this lot !!!
I've sent e mails,that they ignore and can't be bothered to wait on hold listening to their crap.
Now we are paying to complain I've been advised I could be waiting for up to 15 minutes,sod that !!
I will try the geo numbers instead

I have just checked and the following numbers take you through to NTL Customer Services.......

(1) 01256 751 046

(2) 01256 751 047

(3) 01256 751 048

On each occassion I got straight through to CS with no problems and as normal I was asked to supply my NTL A/C number or NTL telephone number.

I am not sure if they are AREA related or not, as previously suggested in other listings and other areas on this site.

Cheers .......

IAVOID0870 wrote on Jul 17^th, 2006 at 9:15am:

I have just checked and the following numbers take you through to NTL Customer Services....... (1) 01256 751 046 (2) 01256 751 047 (3) 01256 751 048

These numbers are now listed in the verified database.  ;)

I was successful earlier this evening getting through to NTL Customer Services on 0800 052 9403! It required a 29 minute wait and some terrible boring sounds (masquerading as music).

I eventually got through to a well-spoken woman who was very attentive, patient and helpful. My enquiry was answered, my request dealt with (connected to a reduction in my monthly charge) and that was that!

I picked the number out of of those mentiuoned on this thread so THANK YOU!
Just thought I'd let you know.
:)

I have just tried some of the numbers in this thread to complain about overcharging on the 0871 number, the fact that these are now chargeable calls, and our Broadband service being faulty and found that most of them now don't work.  I did however manage to get through on their main switchboard number which appears on another thread 01256 752000.  I asked to speak to the chief executive but was informed that he only speaks to other companies and not customers!! I was then offered to be put through to cutomer services which I accepted.  The young lady I spoke to agreed to look into my complaints and it will be interesting to see if anything happens.  She did say that the reason they decide to make calls to themselves chargeable was that too many customers were ringing NTL who did not need to and that it had worked as they were not getting as many calls now!!  When I asked for her direct number she quoted me an 0845 number and refused to give me a geographical one!!

I will post again when/if I get a response.

chrisardy wrote on Jul 24^th, 2006 at 2:28pm:

I have just tried some of the numbers in this thread to complain about overcharging on the 0871 number, the fact that these are now chargeable calls, and our Broadband service being faulty and found that most of them now don't work.  I did however manage to get through on their main switchboard number which appears on another thread 01256 752000.  I asked to speak to the chief executive but was informed that he only speaks to other companies and not customers!! I was then offered to be put through to cutomer services which I accepted.  The young lady I spoke to agreed to look into my complaints and it will be interesting to see if anything happens.  She did say that the reason they decide to make calls to themselves chargeable was that too many customers were ringing NTL who did not need to and that it had worked as they were not getting as many calls now!!  When I asked for her direct number she quoted me an 0845 number and refused to give me a geographical one!! I will post again when/if I get a response.

So they think too many people called NTL when they did not need to.

What they mean is, too many people called to report outages on the internet service, or a fault on the phone line, when the problem was back to normal a few hours later later.  By imposing an 0871 number, people will just wait a while longer, and put up with these problems, and only trouble NTL if it's not sorted out.

Just because people don't call up to complain or give up when having to hold on too long, doesn't mean the problem has been fixed.  Using these tactics to prevent customers complaining won't solve the problem.  It just makes customers more irate, and more likely to take their business elsewhere.

The nearest contact you can get to the CEO Stephen Burch is a message from him about the combining with Virgin Mobile is on 01256 751011.

Also, a message about the changes to customer services on 01256 751070.

Note that these are pre-recorded messages and obviously for internal use, but allowing them to be called from the public network doesn't exactly keep them private.

simoncarter wrote on Jul 4^th, 2006 at 5:57pm:

You can call the Sales number of 0800 052 0855 and choose option 2 - it passes you through to Customer Services.

I can confirm that, I've used it three times today, and must have saved myself well over a pound (and quite right too as it was their fault). When you press 2, it says "in future" you can dial directly (gives 0845 number), and they then give the price for BT landlines - what about NTL lines?! After this message, it goes straight through to the customer services options as if you dialled 0845.

If you then choose the right options for broadband, you get to someone who introduces himself as being from "broadband technical support". I don't know if it's the same you would get on the 0871 number.

For those of you with ongoing NTL problems, I can thoroughly recommend the NTL HELL forum http://forums.ntlhell.co.uk/index.php

As well as informed individuals contributing to the forum, there are actual NTL CS staff members who unofficially give advice and even direct help when needed.

New 0800 number for NTL[size=14][/size]

I called ntl today regarding yet another error they had made and their threat to cut me off. I tried one of the 0800 numbers and somehow got through to the Dept. that deals with business enquiries and an extremely helpful lady stated that said that I would need to speak with the Credit Control/Accounts Dept. She could not transfer me and I was expecting her to give me THAT 0845 number.

I almost fell off my chair when she gave me 0800 0522620. I believe that this is a new number for all their disgruntled customers to use. I only had a wait of about 5 minutes, "At their expense",  and the problem was sorted out to my satisfaction and my account was credited with £1.50 to boot.

I dialled a number (can't 'member which one) and got a recorder messages telling me that ntl customers can now dial 150 from an ntl line (so if it isn't your phone that's broke then you can call for free everytime)

Dial 150

Like many folk, we have ditched NTL's phone line and just have their broadband. So we have to find freephone number to call them about our broadband.

oic :-[

DutyDruid wrote on Jun 12^th, 2006 at 12:19pm:

I lived in the states for a few years and, despite everything that is wrong with living in the states, there is one inviolable principle - if your phone service goes down the call to customer services is free (in fact almost every call to customer services is free).  Think once I get my service back I will be contacting BT & Sky for TV/Broadband/phone services

Don't forget that for general faults you can call 151 from an NTL line and it's a free call- same with 150 for Customer Services. Of course if it's yur 'phone line that's down, then you're stuffed.  :(  However, I also found that calling Customer Services from a non-NTL 'phone on 01256 751 046 also works, and after explaining my problem they transfered me through to the Faults line.

Where there's a will there's a way...  :)

~ Edit by Dave: Quote box tidied up

Today I tried to use 0800 052 0855 opt 2 to reach customer services, and it now says "I have to ask you to redial 0845... calls cost no more than 5p/min from BT landlines". So in the last few weeks they've changed it so it's not possible to reach customer services on this number (which is the sales number).

0800 052 9403 still works if you are moving. I haven't tried using it for other customer service queries.

The number given above by peterlittleton, 0800 052 2620, seems to be for paying bills, but opt 3 for "anything else" goes through to some queueing music that sounds like the customer services queue. So I think it's worth trying this number first.

Hope this is helpful.  The 01612 962516 number is, now, discontinued but the 01256 71047 number was answered by a very helpful young lady who, when I complained about the use of 0845/0871 numbers, advised that - FROM AN NTL 'PHONE - NTL Service calls may be obtained by dialling 150 and, NTL Faults (including Broadband) my be reported/resolved by dialling 151.  Perhaps there is "light at the end of the tunnel"?

Peter

I think that you have missed a digit of the number that you provided (01256 71047) as it only has 10 digits.

Hello Peter,
Sorry about that - it ought to have been 01256 751047.

Another new freephone number for NTL: 0800 052 2624

Earlier this week, I received an invoice from NTL saying they would take the amount due from my bank account by direct debit. Fine. Today, however, I received a "Final notice" letter saying I'd be disconnected if I didn't pay the amount I owe them straight away.

Anyway, this letter said that if I couldn't pay, I should call the number above to talk to them about it. I did call it, to ask what the NThell is going on. I pressed option 2 which is to "tell them you've paid your bill". The recorded geordie voice told me I didn't need to phone to let them know I'd paid. After a pause he said if I stayed on the line, I could find out about alternate ways to pay.

It then said I'd have to wait 10 minutes as they were very busy, but actually I was put straight through to a real person! He simply asked for my details, and then asked how he could help me. So  this is another number definitely worth a try if you want NTL customer services.

Note also the similarity between that and the number given earlier. If might be worth trying other 0800 052 262x numbers.

good news you can now use 151 for NTL tech support,
Cheers,
Peter

peterofware wrote on Oct 18^th, 2006 at 4:22pm:

good news you can now use 151 for NTL tech support, Cheers, Peter

How much does this cost? And is it not strange that NTL have reverted back to 150 as well (is this free then)?

Please note that the 01256 751046-8 have now ceased.  If anyone else has the actual geo numbers for this please get in touch.  Thanks.

I have today used the 150 number to complain about being charged extra per month for my package since having the free digital box installed (which am having disconnected as i already had sky multiroom which is more reliable).If you have an NTL phone line you can phone 150 which is free.I was told i needed customer services and i asked if he could put me through,which he did. ::)

I have recently queried ntl by email about having to 're-provision' my broadband access.
'NTL Customer Concern' replied that they could not help but suggested:-
   "contacting the technical support team on 0871 225 1111 to perform online diagnostics to solve the problem. Alternatively you can call 151 for free from your ntl landline."

Dialing 151 (10:20am thursday) I was connected to a standard menu system:- 'press 1 for broadband, 2 for dialup, etc'
I pressed 1 and the Timer on my handset and waited, briefly, for a reply. I was given an explanation and told the broadband signal would be boosted through the set top box (requiring another re-provisioning).

The call lasted 4 minutes in total so I will await my next bill to see if it was indeed free.  

Dialling 150 from an ntl phone will put you through to customer services for free

My NTL phone line broke and I refused to pay an 0845 call charge when their equipment has broken.  I've now changed over to BT, who I have to say, have been excellent so far - even to the point of them calling me back when their call centre system went down in the middle of a call!

Anyway, my NTL account is still in credit so I need to get the money back out of them!.  I tried the old number 0800 0522000.  There is a recorded message telling you about their new number, but if you hold after the message, the system puts you through to Customer Services!

Hi.  Someone has posted that Customer Servies of NTL is 0141 003 4101.  There are no numbers of this type in Glasgow.  Can the person who posted it please check again and make sure they have not mistyped the number.  If this person has a similar number that was mistyped, please could they add the correct number instead.  Thanks.

jimbo2005 wrote on Feb 3^rd, 2007 at 12:26am:

Someone has posted that Customer Servies of NTL is 0141 003 4101.  There are no numbers of this type in Glasgow. ...

There are numbers starting 0141 003 and they are allocated to NTL Group Ltd. Is this a coincidence or is this the right number?

These are "national dialling only" numbers and we have had reports that they cannot be called from a BT line. However, NTL lines and Orange mobiles apparently do allow them to be called.

jimbo2005, have you tried this number from your NTL line?

I must admit - no.  I have only tried it from BT line and it does not work.  I suppose it is like the 00 44 trick - which only works on NTL and not on BT.

jimbo2005 wrote on Feb 3^rd, 2007 at 9:36am:

I must admit - no.  I have only tried it from BT line and it does not work.  I suppose it is like the 00 44 trick - which only works on NTL and not on BT.

So if it does work, it's most likely the work of an insider as these "national dialling only" numbers aren't going to be made public. Either that or the number came up on someone's caller display when NTL customer services called them.  :-/

It does work.  Thanks.  :)

I had a problem with my broadband today so I called 150 and selected 3 (for problems) and 1 (for broadband) and before I was put through to a person I got a recorded message saying that from 1st July the number for broadband issues will be 0906 21 21 111 (10p connection charge, then 25p per minute).  Hardly seems fair since I am paying for the broadband service already and whenever I have had a problem in the past it has been the suppliers problem, not mine!  How silly is that?

Welcome to the SayNo forums Ade.

I read on another forum that, if the matter about which you have to call is Virgin Media's fault (i.e. it's not a computer issue), they will refund the cost of the call.

More interestingly, a poster on MSE has offered his services to resolve problems and save users having to use the 090 number at all.

See THIS THREAD (and, in particular, posts #15 &17).

I've just had a run in with Virgin Media tonight.   My broadband has been playing up all day, dropping out or very slow.   Completely dead from around 8pm until 9.30.

I rang all manner of numbers (150, 151, 0845 and others from here) but went round in circles.  All they would tell me to do was to ring 0906.  They refused to tell me even if there was a fault in the area and the 0800 Service Status line had no mention of our area.

So I called 150 and formally registered my displeasure and complaint in that I was having to pay for a service I could not use (broadband) and then pay again (25p per min plus 10p) to report a fault with Virgin's own equipment.  I then bit the bullet and rang the Virgin Media Broadband support 0906 number which was answered instantly!  I was told that this line cost 25p per minute, to whihc I replied I know and I object to paying this, but carry on.

After 4 minutes of question and answer, the chap couldn't assist and was contacting his second level support.  He took my number (strange as you thought he would already have it) and would ring back, which he did some 5 minutes later.

Low and behold, there IS a fault on Virgin's system - Low S & R - which should be fixed by tomorrow!  So after 12 hours, they finally know about a problem with their equipment because I have taken the trouble to tell them.  I have also paid £1.35 for the privelige of telling them that their own system is faulty.

Just to rub it in, the Broaband mysteriously sprang back into life 15 minutes later and has been perfect ever since.  Coincidence?  I think not.

mattydj wrote on Jul 4^th, 2007 at 10:54pm:

I've just had a run in with Virgin Media tonight.   My broadband has been playing up all day, dropping out or very slow.   Completely dead from around 8pm until 9.30.

The thread for finding a cheaper number for the new Virgin Media 0906 is here.

A discussion on it with a link to a media report is here. The report mentions that VM will apparently refund the cost of the call under certain circumstances:

Quote:

“To give Virgin their credit, they will still provide a free phone number that tells customers of issues in their area that could be causing problems. Virgin also claims that its agents have the ability to refund the cost of the call if the customer’s modem is faulty, if an engineer needs to make a home visit or if the problem results from an unreported outage. Virgin will also call the customer back if the call lasts longer than 20 minutes. However, by this time, the call will have cost at least £5.10. Source: Easier Finance

I rang VM Customer Services 3 times and asked them to put me through to the Broadband Support department and each time they refused saying "I can't do that, you have to ring 0906".

I argued with them but they were unmoved.  I have written a formal complaing to Virgin today asking for a refund of the cost of my 0906 phone call.

Any luck finding an alternative number for the tech support?

Personally I'm seriously considering leaving Virgin Media over this later rip off!

Tref

I did write to Virgin Media complaining at the 0906 rip off and on Thursday evening a nice lady from Virgin rang me to tell me that the "consultant" that I spoke to last Wednesday should have explained to me the situation.

If the fault is with Virgin's equipment or service, they will refund in full, the cost of the 0906 phone call.  If your call is asking for assistance with settings on your own PC or for personal help, then you stand the cost of the call.

I told her that the gentleman had advised me that the call would cost 25p per minute but had not mentioned any refund etc. otherwise I would not have had the need to complain.  She agreed.

She did say that we should have received an e-mail about the charges, but to our blueyonde e-mail address.  However, we haven't used this for years!!  She then told me what the e-mail addresses were and reset the passwords, so all I have to do is to add them to my e-mail system, and I'm back on th emailing list.

Also. she said that the new numbers and charges should be on our latest bill.  Well, actually my latest bill had arrived on the morning of my problem and it still carried the old number.  She apologised and said she would look into that.   Well, I'll pass on that one!

So, she refunded the £1.35 for my call and all seems well now.

Hi.

I wrote and sent a letter to Virgin Media on June 1st 07 in regards to closing my broadband account,
i have yet to recieve a reply from them confirming my letter, i also added my phone number, i have
sent emails, in reply i've been told someone would contact me via telephone, still waiting,

Then yesterday i sent them a email, and i have just logged in to see if they replied to email, and i
find "Undelivered Message", funny as i've been using the same email address to write to.

I had the same trouble when i tried to close my TV account, it took over 2 months.

Forgot to say they have also taken this months payment from my account.

Has Anyone got or know a direct phone contact number for the Billing dept other then the one
Virgin issues?

Be grateful for any help

Billing & Credit Control is listed in the database as being 0800 0522620. There are also two other 0800 numbers listed for that - search for "Virgin Media" to find them.

Hi folks ! this is a website i have been looking for ! UK customers need to voice their opinion about rip offs . Virgin media aka telewest is the forefront of the rip off scandal. I have spedn £80 on a single call - raised the issue and got £40 refunded.
Now with the 0906 number they are going to hump all customers needing support.
I have a local rate number somewhere for chairmans office and i will post it here soon.
LEt the revolution begin

I did indeed receive a refund of all my call costs from Virgin Media, plus a £2 refund for loss of supply.

As an aside, I also had phone problems with Virgin recently with no phone for 3 days after 2 days of intermittent supply.  I also got a refund for loss of service for that, plus a £10 "goodwill gesture" credit for all the invonvenience and to cover the cost of using my mobile during this period.