having been on NTL Broadband for over 12 months and recently upgraded to 1Mb, I finally convinced my in laws to get on the 128k package.
It is only now that I realise how bad NTL are at integrating as a company. Thankfully their service offerings are very stable and so I never have to deal with their support people. Bear with me this is long;
NTLWorld dialup is going up to £10 a month so they decided that for an extra £4.99, it's worth it.
10/1/2003 Sales staff called advising that they should go on 600k pack not 128k and then drop it down after 1 month so that they don't pay £25 connection fee. Then after 1 month they can drop down to 128k. Net cost is that they pay £25 for the first month which they don't need and I see nothing in the 12 month contract which states you can swap between bandwidths after 1 month.
13/1/2003 I contacted sales department told them that we want the 128k pack. Julian (sales operative) cancelled the order and installation date for 600k (which actually hadn't even been agreed to at this stage!) and enabled the 128k. I also asked him to cance the dialup (not needing it anymore) which he duly did. Told him I'd install it rather than incur the £25 charge - agreed.
13/1/2003 Arrived at inlaws house installed NIC and all OK.
20/1/2003 Bill arrives with 600kbps charge of £24.99 AND 128kbps charge of £14.99 along with a bill for £10 dialup for February. (Did I miss something or are NTL just incompetent in sales?) Mother In Law (MIL) rings NTL asking what's going on, NTL disable Broadband and tell her she'll have to go through the 'register your PC' again for broadband. MIL gets confused and calls me
21/1/2003 Eventually find that NTL had cancelled all broadband, got 128k reinstated and then ask can I simply transfer the old dialup email account to broadband. Told I can but because that would mean that the dialup account was live (and we're now into the next bililng period) I would be charged £10 and then I can transfer the account to a pay as you go. Eventually forget the whole lot, cancelled dial up (again) and started again with new email address (well I will when the registration server is working again).
Overall, pretty dire on NTL's behalf. Lots of information not given at the time of upgrading to BB from dialup and generally not able to process a simple transaction without passing you through 4 departments (At least I think it was 4, I got bored of counting after 3 passes)