Re: STB stuck on "starting"
 

Thanks for the instuctions ws certainly a long shot...

i hope they were sound since i cant see wt um doing lol but it didnt do anything anyway. i guess since my problem has occurd around the same time as everybody elses and i've had my box for a while now and probly seen every technical issue NTL has presented except on this occasion, i will assume i'm in the same boat and rowing till sunday like everybody else bt it ws a good suggestion.

Re: STB stuck on "starting"
 

does this error need to be logged with CS if we want the repair or will everyone get it

i dont fancy spending hours on the phone!!!

Re: STB stuck on "starting"
 

Hi everyone

We have been working very hard to investigate this, and believe we have discovered the cause of the problem and engineered a solution. However, as this problem is only affecting around 1% of STBs you must call and log a fault with our Fault Management Centre on 151 from an ntl phone line (0845 454 0000 from other providers), as the fix will only be sent to those customers who have told us they are affected. If you have already reported this as a fault, please do not call again.

Just as a warning, as part of this fix, your PIN will be reset and you will lose your favourites (if you managed to set them up again after the renumbering and before you experienced this issue). It is also very important that your STB is left ON at all times until this issue is resolved.

Re: STB stuck on "starting"
 

Good info, lets hope its been properly relayed around the FMR's.

Re: STB stuck on "starting"
 

Thanks for the info. NTL's phone line now reports a (presumbly seperate) complete loss of service in SE13 and SE3 - so even if I can get my box past starting there may be nothing to watch :(

Tom

Re: STB stuck on "starting"
 

Hmm - well, the box just got updated. It went dead, then displayed "pdld / errs / LA1t / errs" a few times. Then another restart, and a few minutes stuck on channel 400 while the cable modem came up. Finally, a message saying that the software was being updated.

So, it's no longer stuck on "starting", and I can select any channel I like via the new numbers. Unfortunately, they're all blank and there's no schedule information. Anyone else having better luck?#

Edit - NTL support says that the update "might not be finished" and that when it has, the channels "should start to reappear gradually", so to give it a few hours. Sounds unlikely, but there you go.

Re: STB stuck on "starting"
 

All working now.. took a while to settle down. Damn! that means XFactor on Saturday :(

Re: STB stuck on "starting"
 

Last night i phoned them and they said should be sorted by Sunday, good news is it's sorted now...(Friday t-time)

Re: STB stuck on "starting"
 

This is an expected part of the process. Your STB should restart again later, go through the download process again and be back to normal (as experienced by Andy).

Re: STB stuck on "starting"
 

Edit - Spoken to NTL. Again. Apparently the box will sit like this until Sunday, wherupon it should stagger slowly back to life.

Knowing my luck, it'll show "8888" on Monday and need replacing again.. ;)

Re: STB stuck on "starting"
 

The time between updates can vary. You should be put back on the standard software by tomorrow.

Re: STB stuck on "starting"
 

We're a bit annoyed here, especially without even the basic 5 channels (no aerial) I called ntl about my stalled PACE 4000 on Wednesday, and assumed therefore i had logged a fault, even though I was told in a very short manner that it was "an area fault".

I foolishly assumed that this meant I would be logged as having an issue. Therefore I took the advice above and didn't call back in an attempt to avoid 45 minues with that APALLING hold music.. well today STILL with no TV, even though i see reports here of some restoration of service, my wife called & apparently no log was taken of my fault... SO if you were told on Wednesday by any of their rather rude operators that you were a victim an area fault, then you really probably SHOULD call again so that someone is aware of your problem, as complaints on Wednesday appear not to have been properly logged..

I guess at least this got me fired up enough to join & start posting in the forum..

Re: STB stuck on "starting"
 

I just called and after a wait of half an hour I was told that my STB will be fixed on Sunday and was given credit for the time I have not been able to use the service.

That's fair enough as long as NTL do what they say they will do and it's a step up from yesterday when all I got was a pre recorded Geordie voice telling me "Oh dear, there seems to be a lot of people waiting, why not try again later?" followed by the engaged tone!!! Frankly though, very little surprises me with NTL anymore. They just dont seem able to cope with providing their customers with the service they are paying for.

Re: STB stuck on "starting"
 

That's interesting. I was told that they couldn't arrange any compensation until after the service had been fully restored.

Re: STB stuck on "starting"
 

Have just put the phone down,( 45 mins with those messages ) ntl faults in asia says area fault wait until sunday as there fault diagnose ( or similar) system says not fixed yet.

discussed with suppervisor what has happened earlier today with previous posts and have asked for the signal to be re-sent.

i was led to believe it is being fixed area by area but the latest fix download may not fix at all

to claim my 1.50 compensation I will need to call when it is fixed. (monthly fee/ days lost)