All my TV packs gone.
 

I woke up today to find that I only had the basic channels (yes, my payments are up-to-date) so I rang ntl: and their Customer Service Centre (0800 052 2000) was not accepting calls on Sunday :mad:

Its Bank Holiday tommorow, will they be open and why did all of my suscribed channels disappear suddenly?

In my 9 years with CW/NTL I haven't had this sort of problem :dozey: :sleep:

Re: All my TV packs gone.
 

Check your smartcard is seated OK. It happens on one of my office boxes occasionally. If not then unfortunately its a call to CS. Sorry.

EDIT : Also try the good old favourite of power cycling, pull power, wait 10 seconds and repower.

Re: All my TV packs gone.
 

Yes, they are open tomorrow, will be open from 9am till either 5 or 6 pm

(but not for me as day off :tu: )

Re: All my TV packs gone.
 

vegeta, what area are you in?

Mine are gone too, will be expecting a bloody credit to the bill or the tv package goes.:mad:

Re: All my TV packs gone.
 

Manchester


I tried both solutions and they didn't work.

Time to call CS :mad: :mad: :mad:

Re: All my TV packs gone.
 

as it appears it is ntl's fault then yes you should expect / will get a credit on your bill :tu:

Re: All my TV packs gone.
 

Ok, I called CS and it seems many customers in the North-West region are affected by the same problem, missing all of their TV packs.

CS only had recorded messages stating the problem, I couldn't speak to a live person...

Re: All my TV packs gone.
 

I had this happen a couple of times - called CS & they re-hit the box & all came back OK.

Re: All my TV packs gone.
 

Happen at me mates as well, only had mtv,1,2,3,4,5 and some other junk...

came back on after a few hours tho :)

Re: All my TV packs gone.
 

Mine have gone too which is particularly annoying as I was looking forward to the England match. When I rang CS first thing this morning they assured me that full servcies would be resumed by this evening, but not a hint yet, ah well, pub again...

Re: All my TV packs gone.
 

Mine went too - found out on the Sunday evening, just as I settled down to find something other than BigBrother and other reality s***e to watch. Had to resort to the DVDs

Called CS on Monday morning, took about 10 minutes to get through, after spending a couple of minutes just working through the press 2, now 5, no 3 and so on options - not bad i suppose or perhaps I just got lucky and called before most people had got up. Nothing mentioned about a credit though, yet the box once it was resent a signal started up fine.

I suspect something happened Sunday lunchtime, cos I did notice then that cable radio, went off. The CS bod did say there was a lot of it about, implying that they were in for a worse day than normal.

The annoying thing though is you ring CS on the Sunday, which the TV screen tells you to do. You find that CS faults aren't working, which is absolutely pants for a service that should be 24/7. BUt then annoyingly get all sorts of promotional blurb for broadband, and hear that they have support, at weekends up till midnight.

If ntl can do BB support at weekends, and into the evenings, why can't they do faults support for all their services (there was a number for a total telephony failure). Surely all services are equal?

Re: All my TV packs gone.
 

movedgoalposts, you couldnt post the sequence on here could you? My CS at ntl manchester is rubbish

Re: All my TV packs gone.
 

Please check your PM's

Re: All my TV packs gone.
 

Debsy42, sent you a PM, but I am in Ashton-under-Lyne

Re: All my TV packs gone.
 

Sorry, not quite sure what you mean by sequence. If it's the numbers on the phone to get through to digital TV faults no idea - just had to suffer the voice listing it all on each menu till I got there. My numbering above was just me being a tad flippant :angel:

If its what yo do to the box. I did nothing, it was CS faults who sent a signal to the box once they knew from me what the serial number on the STB card was. Must remember to put a longer piece of wire on my phone so I can speak to CS while I'm actually pulling plugs form the wall on the STB as they expect. :dunce:

Re: All my TV packs gone.
 

Oh sorry,was hoping for a magic sequence which would restore my packages.

Re: All my TV packs gone.
 

Grrrrrrr after spending all bluddy day fixing these faults for customers I come home to find mines off and no amount of rebooting and card in-and-outing will bring them back on :rofl:

Re: All my TV packs gone.
 

Oh dear, if ntl staff can't sort out their own faults, what hope is there for the rest of us mere mortals :erm: :D :disturbd:

Re: All my TV packs gone.
 

i can't sort my own fault out lol, have to get someone else to do it for me

totally fed up, no kerrang channel, can't cope :mis:

Re: All my TV packs gone.
 

Anyone got their channels back yet?

Its been almost a week :mad: :mad: :mad:

Re: All my TV packs gone.
 

If you are still missing channels then phone CS. They will have to send a refresh to your card.

Re: All my TV packs gone.
 

Yes I called them again today, this is the 4th time in 5 days, finally all channels are back and working fine.

About time too :mad: :td: :o

Re: All my TV packs gone.
 

Seems to be the second weekend on a run now that this has happened to customers, and NTL staff...;) ......What is going on?

Must be a wonder of the world to add to the other seven, because apparantly, nobody knows why people are losing their channels, all customers are told is "reboot your box".
One thing for sure though, there will not be a gap in your bill for the month, to take account of the time you have not had tv services you're paying NTL good money for.
Something very wrong I think.

Re: All my TV packs gone.
 

well a simple reboot shouldnt deserve for a customer to recieve a refund?.....no service is fault free any where....keep your box well ventilated on all sides.

Re: All my TV packs gone.
 

:rant: Problem is that a simple reboot is insufficient:
1) Pull the plug and switch back on (you havent tried to get behind my TV/STB/DVD/VCR/XBox/Router to know how much of a task that is fighting past the spaghetti) - zilch on the subscribed channels
2) Pull the plug, pull the STB card and wipe it, reinsert and switch on - still naff all
3) So phone CS,. Great, exercise that digit for the press xyz options 20 times and go on hold for ## minutes to repeat 2 because they don't beleieve that you have done it already then do 2 again at thier insistence BUT adding a read out the card number to CS in the process (why don't they have this and my ntl home phone number logged on their systems)

So this is not a simple reboot issue. It's an ntl messing up the system issue. That's deserving of a credit for anyone who has service out for more than a minimal time :rant:

Re: All my TV packs gone.
 

finished :D :D :D :D :D

Re: All my TV packs gone.
 

oops: sorry if the previous post seemed a bit over the top. Maybe too many :beer: resulted in my being a tad :drunk: and loosing my usual restraint :blush: now off to have a hangover :Sprint:

Re: All my TV packs gone.
 

:erm: We too have fallen into the same boat of losing channels. we have two digiboxes and on one of them we have varied between having just 1 to 5 and nothing else, and then alternating with seeing just the base pack channels since last Sunday evening. Our other box upstairs is behaving normally with all channels we are subscribed to displaying properly.

The usual reboot - wipe card - power cycle "self help" fixes have been tried to no avail umpteen times this week, as has telephoning CS twice, end result is that we still have one very dodgy digibox with majority of channels missing.

I did read over on DS in a similar thread that there was an "area fault" - but surely it wouldn't take days/weeks to fix?
Anyone got any suggestions as to what we can try before asking for an engineer?

Re: All my TV packs gone.
 

Nothing. You'll need to ring ntl to get your full set of channels restored.

Re: All my TV packs gone.
 

:angel: Thanks Spiderplant, duly rung ntl: and box rehit by CS, but also engineer booked to check everything ok, and he called last Wednesday. Explained problems with box, and his words were along the lines of that the box was heading for pace heaven, as it was one of the oldest Pace 1000A's that had been installed.

He also checked our other box and it was also a 1000A, and so we are now the owners of two newer boxes, a Pace 2000 and a 4000-N.

End result is that everythings ok now, and even interactive is faster.

Thanks to ntl: for a good job done.:D

P.s. sorry its taken this long to update - but I don't get that many days off during the week so postings usually few and far between!!!!