Customers have reported long waiting periods for receiving the CD-ROM which is essential for subscription and some existing customers have complained that the company has given priority to new customers at the expense of its existing ones. The ASA has already discussed the situation with the company and has suggested that it was not adequately prepared for the numbers of customers wishing to join ntlworld.
A spokesman for the ASA has stated “we are asking ntl to prove to us that they have made a reasonable estimate of the response and they can deal with it…if they are unable to do that, we will uphold the complaint and widely publicise the fact, saying that they have got their promotion wrong and they have let their customers down”.