NTL Samsung Box - a mind of its own!
 

There is a known fault on the NTL Samsung boxes where they change their settings (eg into wide-screen) & cannot be reset.

I contacted ntl & was advised that this is a widespread fault that ntl are aware of & is common on the Samsung boxes. It will be fixed by a download whcih I was told will take place in JUNE '05 & was I prepared to wait? WHAT??? Am I prepared to continue to pay for a service I am not recieving? Are they stupid at ntl?

If we all took this approach we would be paying HP on cars that don't start and monthly charges for mobile phones that don't make calls!

My box was replaced by another Samsung 3 weeks ago which worked for a time but has now gone wrong too!

Has anyone else had this problem?

I emailed the NTL CEO Aizad Hussain to complain & someone called me back although the situation has changed little! If you have had this problem perhaps you could email him too? Perhaps then he will take this problem & his customers more seriously!

Re: NTL Samsung Box - a mind of its own!
 

*Moved to ntl Cable TV Discussion forum. ;)

Re: NTL Samsung Box - a mind of its own!
 

Did you really expect something would be done straight away over the phone !!

Re: NTL Samsung Box - a mind of its own!
 

I didn't know that Aizad had been promoted. What has he done to deserve that? I thought that Simon Duffy was CEO and Aizad Vice President of Corporate Development. ;) :confused:

Re: NTL Samsung Box - a mind of its own!
 

i get it very rarely, just a reboot fixes it though. the engineer told me about the situation when installing the box

Re: NTL Samsung Box - a mind of its own!
 

Just give CS a call and say that you will discon unless you get some sort of discount. In all fairness though the engineer did make you aware, if you were not prepared to put up with such a small problem then you should have reconsidered the installation. Also, please don't call faults and request a PACE box (Don't have the ratio problem switching to widescreen) unless you are willing to face a call out charge and charged for a new box

Paul

Re: NTL Samsung Box - a mind of its own!
 

If he's got a faulty box then why would he be charged. Kind of cheeky that.

While you're readying your smart arse reply bear in mind one fact. 'It's faulty'.

Re: NTL Samsung Box - a mind of its own!
 

Have you actually read his post correctly? It's a known issue, not a faulty box. It lies withing the software of the box and there is a way around it by means of rebooting the box. Also, the issue doesn't arise that often anyway so it's not as if you are having to constantly get up to reboot the box. If you can't be bothered to get up to reboot, get a long stick to access the switch on the wall :D

Paul

Re: NTL Samsung Box - a mind of its own!
 

Oh so them calling it a 'known issue' makes it not a fault does it. Imagine going and buying a new TV and it keeps distorting the picture, they tell you it's a 'known fault', and that you should keep turning it off, leave for a few minutes and turn it back on......I think they'd be told where to stick it. :)

It doesn't work as iit's supposed to, therefore it's faulty. Sale of Goods Act also applies to services you know...not fit for intended purpose springs to mind.

Here's another scenario: you buy a new car. It decided to only do a max of 30mph every 20 miles. You phone the garage, they say it's a 'known fault', just turn the engine off and re-start it and it'll be ok...yeah right. ;)

all said tongue in cheek mind you, we've had the Samsung box about 4 weeks now, and only had it happen once up to now :)

Re: NTL Samsung Box - a mind of its own!
 

Agree entirely, but remember...this is ntl. They will more than likely try to imply a charge for sending an engineer out as it's not recognised as a fault. If it were to have no functionality at all then it would be seen as a fault. It's pathetic I know, but this is the way things are in ntl :p:

Paul

Re: NTL Samsung Box - a mind of its own!
 

Only if you let them though. Start quoting SOGA at them, and threaten to pull your services and they often have a change of heart. You have to remember, you're the paying customer, and if you're not getting the service you're paying for, kick up a stink. I've had quite a few run-ins with them over the years, even had the local customer services manager in my email address book, and a direct number at one point, because things were so bad. :)

Luckily we haven't had too many problems the last couple of years.

Re: NTL Samsung Box - a mind of its own!
 

Faulty is faulty is faulty.

End of.

Re: NTL Samsung Box - a mind of its own!
 

except when its only faulty some of the time :confused:

you reboot the box, fault goes. takes 3 key presses and your problem is over, usually doesnt come back for a while. ive only done it twice over the last couple of months.... hardly a nightmare.

Re: NTL Samsung Box - a mind of its own!
 

Does anyone else have the problem with the samsung box with it constantly freezing on channels? the only way to get that channel unfrozen is to switch channels then go back to the one that was frozen, I can leave the box and it will unfreeze after awhile. In the event log I do have post rs errors, usually long numbres then error 1 2 or 3, plus I have had one thats an error 81 card mute - anyone know what this is all about? plus the box becomes unresponsive at times and refuses to change channles for around 5 mins

Re: NTL Samsung Box - a mind of its own!
 

the Samsung boxes What a Load of C**P They will not show the proper screen size they are badly affected by signal strength we have had at least 7 visits from service engineers to try to "FIX" the channel loss (squealng jerky and no pictures) and screen size have had a man telling me we have fibbe up to the house!!! Lying G*t So far every engineer who has come has either put attenuators on the lines some with "slopes" and the next one has taken them off this means 6 (5 Samsung cable tvBoxes 1 modem Fed from 2 cables)mods each tine this works fine for the weekend until they drop the signal strenght on a Monday!! If they come in the week works fine until the weekend when signal strength changes. (when picture is lost or on the way out there are loads of pre RS Errors and SNR [signal noise ratio] drops to 0) This has been going on since December and NTL cant find their own Ass*s with maps!!

Re: NTL Samsung Box - a mind of its own!
 

bin it and go to sky then ;)

Re: NTL Samsung Box - a mind of its own!
 

Sky can't get 5 boxes need two packages price is much higher before we moved house on the old "pace " boxes all ok

Re: NTL Samsung Box - a mind of its own!
 

ok then , how about contacting 1 of these people and see if you get anywhere ;)

Re: NTL Samsung Box - a mind of its own!
 

what about th e rest of the faults mentioned the PACE boxes worked fine ok they are old and now failing according to engineers but NTL's decision not to upgrade the software until July I think that says something about NTL's attitude towards customers will try contacting?

Re: NTL Samsung Box - a mind of its own!
 

FIVE boxes :Yikes:

Re: NTL Samsung Box - a mind of its own!
 

i was thinking the same , how much a month does that lot cost :disturbd: , anyway , i wonder if one of out helpful ntl peeps will pop in and lend a hand :erm: :D :D

Re: NTL Samsung Box - a mind of its own!
 

Around £150 all 5 boxes do the same wider than the TV widescreen and regularly loose channels 105 112 117 140 144 143 401 402 406 404 722 and others funny how 119 and 120 are never affected??( i love motorcycles and cricket }

Re: NTL Samsung Box - a mind of its own!
 

:LOL: It was not that long ago "everybody" was saying that the Pace boxes were rubbish and they all wanted Samsung boxes! ;)

Re: NTL Samsung Box - a mind of its own!
 

:Yikes: :Yikes: :Yikes: :Yikes: , i must be in the wrong line of work :erm: :D :D

Re: NTL Samsung Box - a mind of its own!
 

That was before (according to NTL Engineers) they removed the carrier signal for screen size
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Computer network systems manager Wife a university lecturer

Re: NTL Samsung Box - a mind of its own!
 

Yes, it says they are not prepared to release untested software. :rolleyes:
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That sounds like loss of a mux, possibly due to the weakening of your signal by splitting it into 5+ boxes - I had this for a while, they came out and replaced my splitters with a proper, no loss, splitting unit.

Re: NTL Samsung Box - a mind of its own!
 

But we have two cable links in 3 samsung boxes on 1 and 2 + modem on the other bothh cable links exhibit the same symptoms where next door neighbours get all channels fine PACE box!!!!

some of the engineers have said a splitter box is needed especially as the "CAB" is full
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[QUOTE=Paul M]Yes, it says they are not prepared to release untested software. :rolleyes:

Tell that to the American Stock exchange they to be Quoted on the exchane must be patched within 24 hrs of release This problem has been happening I think since November Certainly December so 7-8 months for testing as I said

I think that says something about NTL's attitude towards customers ?

Re: NTL Samsung Box - a mind of its own!
 

Then vote with your wallet and go to Sky or Freeview, NTL will not release code to the entire network without it being tested it could cause more problems than it fixes.

If you are so angry then disconnect it really is that simple.

Re: NTL Samsung Box - a mind of its own!
 

But NTL has released softwareWith problems and is not fixing it in a reasonable period of time Sale of goods act please read

Re: NTL Samsung Box - a mind of its own!
 

if as it seems you feel so bad about it then go to trading standards and make a complaint , otherwise either put up with it or do without a box and move over to sky , if you are prepared to pay ntl £150 / month then i am sure you could give the money to sky for a more reliable setup ;)

Re: NTL Samsung Box - a mind of its own!
 

Hurray just tried Channel 5 (105)

Pre RS errors 57054
POST rs ERRORS4530
snr 23.7
EVENT LOG
LOTS OF NO SIGNAL
ANYONE GOT ANY IDEAS
SAME ON CHANNELS 119 120 (HAS SOMEONE DONE THIS ON PURPOSE)
funny funny

Re: NTL Samsung Box - a mind of its own!
 

When we arranged for a digital upgrade, we also ordered another STB to be installed bringing our total to three. I remember reading in the Terms & Conditions that an account holder (ie One house) would be permitted to have a maximum of 3 STBs installed.

Surely if kzthou has five - service capability may be compromised. I am in know doubt that NTL knew there would be 5 boxes installed and perhaps should have declined install. Then again, this is NTL we're talking about and the people at the top want to make as much money as possible - regardless of the quality of service to the customer.

I think that if I was paying £150 per month for the five boxes and not receiving an acceptable level of service, I'd either uninstall the whole setup and go elsewhere or reduce the number of STBs to three and see if that worked - you'd be saving a few pounds as well, which is a good thing when it comes to NTL. :)

Re: NTL Samsung Box - a mind of its own!
 

Umm, huh :confused:

Re: NTL Samsung Box - a mind of its own!
 

yes , i reckon we are thinking the same , a thread going nowhere :erm:



and :confused: :confused: :confused:


your not getting paranoid are you :disturbd:

Re: NTL Samsung Box - a mind of its own!
 

Yes we have 5 STB's They run off two seperate cables from the cab This is because in effect we are/were two seperate households as my inlaws live in a granny anexe
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you tell me?

Re: NTL Samsung Box - a mind of its own!
 

Ahhh, all is explained!!! Thanks for informing me kzthou!! :)

Re: NTL Samsung Box - a mind of its own!
 

This problem does not stop you watching the channels you subscribe to though, it just means you have to reboot your STB occasionally, seriously alternative provider or stop moaning.

Re: NTL Samsung Box - a mind of its own!
 

As already stated Sky can't give me the same service I just want the service NTL is under contract to provide!
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no still missing channels after re-boot in fact after a lock up and re-boot the box is generally ok but more channels are missing i may be moaning but ntl seem to do nothing! not caring about customers

Re: NTL Samsung Box - a mind of its own!
 

have you looked at the link i provided earlier ;)

Re: NTL Samsung Box - a mind of its own!
 

you mean Product Manager
Mr Vas Agridhiotis
Location: Winnersh
Telephone: 0118 9544764
Mobile:
Fax:
E-mail: vas.agridhiotis@ntl.com

Yes I live 2 miles from The Winnersh NTL centre but talk to people in Swansea o(or maybe the asian sub continent)

Re: NTL Samsung Box - a mind of its own!
 

you got it , or how about contacting your local paper and start bitching onto them , the local rag likes stories like this , there has been quite a few recently around these parts :erm: :D :D :D

Re: NTL Samsung Box - a mind of its own!
 

As far as the intermittant box problem is concerned, you are getting the service they are contracted to supply. As for the rest (the channels that go off) you should report that as a fault.

Re: NTL Samsung Box - a mind of its own!
 

I HAVE REPORTED THE FAULT AT LEAST 7 or 8 TIMES please read all previous parts of the thread
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to be quoted on the NASDAQ index all Computers must be patched with Patches within 48 hrs of release. In my computer environment at work I am expected to have tested and installed any Microsoft patches in 7 days on 400 machines and to have any Updated antivirus definitions instlled oon the same 400 computers within 48 hours
NTL 8 months

Re: NTL Samsung Box - a mind of its own!
 

NTL have not released software to cure the problem so the clock would not have started counting. How long do you think it takes Microsoft to test patches for reported vulnerabilities before they release them? Do Microsoft issue patches within 24 hours of a vulnerability being reported, I think not!!!!!!!

Re: NTL Samsung Box - a mind of its own!
 

But, you are talking there about patches that will have been tested by the suppliers. NTL write their own software, (you, presumably do not write the patches and updates you install) so it would be fairer to compare NTL's release schedules with Microsoft's. Microsoft have been known to release patches up to two months after the problem they patch is revealed, and up until last year, they were still patching NT 4 (which was released in 1994). Funny how they don't seem to be following the NASDAQ rules.

I personally cannot believe that ANY network manager (which you say you are) would be seriously advocating NTL would release software to a network serving tens (or hundreds) of thousands of users without adequate testing and planning.

Still, I will echo what other people have said. If NTL are not providing a reliable service for you, there are alternatives..

Re: NTL Samsung Box - a mind of its own!
 

Well the present release is not working correctly how did that happen. It seems as though there is a lack of either ability willingness and/or funding to the software/management team

Re: NTL Samsung Box - a mind of its own!
 

Im sorry but you are either lying about your career or you are so stubborn you do not care if it makes you look ignorant.

The software will be beta tested on a select few STB's, then it will be downloaded to some more STB's the testers will then report any further bugs 'THAT THEY HAVE NOTICED' then NTL will make some changes and it will be tested again.

Then if all is ok it will be downloaded at a suitable time.

This does not guarantee that the software will be bug free, no software is, you should know this.

Re: NTL Samsung Box - a mind of its own!
 

I think we're missing a key point here - an ntl STB software download isn't equivalent to an MS Windows patch - it's more equivalent to a service pack or full OS upgrade *plus* reinstalling all the applications, and if you're saying that a full OS upgrade must be done within 48 hours of release I reserve the right to laugh uproariously.

Re: NTL Samsung Box - a mind of its own!
 

Ok I am greatly Pi**ed off with NTl's attitude and their ability to fix problems. In 2 months I have had loss of channels on a regular basis and despite many visits by engineers got nowhere. I do not want to go to SKY as I would need two dishes (planning problems) to acieve the same number of channels. My inlaws who live with us cannot afford the charges. Ntl's are high enough. So for my £1800 per year I would expect a better level of service i.e a faster response to fix the software problem with widescreen not 8 months. A fix for my loss of channels for which I sometimes, when the losses are bad need an engineer during the week ,which generally (not always) means 9-5. (and half a day off work)
Microsoft are (and this is from the horses mouth) releasing patches and were finding (6 months ago) that the "hackers" were then writing exploits within two weeks of the release. I am talking patches.
why can't NTL release a patch or patched release of their software only making the necessary modifications for major problems or put the carrier signal back to cure the problem.
I have found that i need to reboot at least 3 times an evening to cure this and if I am recording the program whilst out I then cannot "fix" the wider than widescreen problem. The software is turning the Samsung boxes into a faulty status.
Why are you defending NTL so much. The service they should provide can be excellent and promises much. But the attitude of the company as a whole seems to be once we have you contracted we do not care about you.

Re: NTL Samsung Box - a mind of its own!
 

kzthou,

Who told you would need 2 dishes for sky to recieve the same channels?

At the moment you are ranting like a person that has been possessed.

The argument of "I pay a lot more than you and I should get better service" argument has been dragged up before and you will not get any preferential treatment at all.

Do you actually know how NTL is run? If not, stop speculating how they develop and release patches.

As already stated by others in this thread and reading the quote from your post about NASDAQ rules, that is 48 hours from RELEASE of a patch, so how can you apply a patch that hasn't been released yet??

No one is defending NTL here, I no longer have their TV service, but I'm defending against mindless rants of others.

If you don't want NTL move to a telewest area then and give them a try!!

Re: NTL Samsung Box - a mind of its own!
 

A single satellite dish can support EIGHT digiboxes or FOUR Sky+ boxes if fitted with an Octo LNB.

Re: NTL Samsung Box - a mind of its own!
 

Sky offer 4 "boxes" from 1 dish (I thave been told ?) So for 5 I would need 2 dishes + 2 sky subscriptions or is this wrong please put me right if this is wrong. or at least clarify the position.
I do not expect preferential treatment. How many others are affected. So how much are NTL raking in for a poor service. I know NTL are in debt but they need to try to keep their present customers and recruit more, to keep paying this off. This surely is not the way to do it
Telewest / NTL Same company ? same owners I dont know
It doesn't matter how they are run. It would seem badly if it takes 8 months to fix a problem that affects their Samsung boxes?
This is not a mindless rant. It is just the outpouring of frustration.

Re: NTL Samsung Box - a mind of its own!
 

Has it occoured that this could be an account problem and not one actually with your equiptment? DO you have sufficient signals coming into the property? having so many boxes might require additional cabling to be pulled to the omni if the present cabling is not sufficient.

Good, don't go, sky are evil.

Get it escalated to a T/L or Manager. Even better if you goto the MD's office as these get fault calls dealt with same day. Also, if your concerned about time being taken off work, go for a saturday or after hours appointment.


For the vast majority of customers the service is excellent (ok, lets not go that far) Everyone I know, family, friends, workmates, have hardly ever had problems with ntl. When they do, it's just a case of something our end rather then with the customers equiptment so no need to wait in for a technician to show.

Hope you get your problems rectified asap, check your PM's!

Paul

Re: NTL Samsung Box - a mind of its own!
 

Re: NTL Samsung Box - a mind of its own!
 

"Saturday could take 5 days to fix weekday evenings at least 3"

How do you come to this conclusion? How many techs have you actually had round? Who have you talked to at customer services/faults etc ? If I came accross such a problem I can promise you would not get such problems. For you to have this problem for so long I find it unbelivebale. It can't be a case of techs coming round, fixing i and then it becoming fauly again, this simply doesnt happen with such occourance.

Something must not be getting fed back to the office staff who deal with your area.

As much as we dislike escalations I suggest you get it as high as you can to get a technician out to give a complete survey of what needs doing. Hopfully we can then work together to get your services back to how they should be

Paul