now been 24hrs
 

It's now been 24hrs and the family pack & movie pack have not yet been activated. Does it normally take longer? Don't want to have to call CS if it's normal for it to take a few more hours.

Re: now been 24hrs
 

It shouldn't take that long, but it's not unknown. A quick call (if that's possible!) might be a good idea, just to check everything is in order!

Either that, or I'm sure Debsy will be along in a moment to rescue the situation! ;)

Re: now been 24hrs
 

bit confusing, the guy told me we're not down for any tv at all despite having it confirmed yesterday when i called up.

he then said that it could just be "taking it's time" and to call back tomorrow.

Can anyone who works for ntl enlighten me further or double check?

Re: now been 24hrs
 

id phone them back again. To say call back tomorrow is shocking service.

Re: now been 24hrs
 

It depends which system you're in, but it should show up somewhere if it's been ordered, even if the package isn't active yet... What's the first half of your postcode?

Re: now been 24hrs
 

St17

Re: now been 24hrs
 

We got our digital TV installed this morning at about 10am but the channels haven't come on yet. How long is the wait normally as the installer didn't tell us. The Analogue signal was cut off at midnight last night so I would have thought that would have activated digital. All we can get at the moment is BBC channels, ITV 1 + 2 and Channel 4. We're on the base pack.

Is it 24 hours to wait and will customer services be open tommorow if we still have problems.

Thanks
Steve

Re: now been 24hrs
 

I was originally told 24hrs but either that's not the case or something has gone wrong

Re: now been 24hrs
 

Thought I would shed some light on the situation for those of you having problems..

1. For them to say call back tomorrow is simply rubbish. I can see that you are both on the Harmony system which would explain some things! All this week there have been maor problems with SABS sending the hits through - simply they havn't been sending!
2. Call CS again and tell the agent you talk to on the phone to check in "Service Activate" (This is located on the drop box on the top left on your account screen) If there is "Digital Service" in here then it simply needs to be activated. You will need to give the agent your STB number - This will start 030 if you have a PACE or 1044 if you have a Samsung. Also the smartcard number - startig 06. The agent should then be able to activate it on the system.

Please keep in mind that this week the system has had problems with sending hits through to the STB's so be patient. Something else you could ask the agent to check is that the hits are actally pending. They should know howto view this, if not ask to speak to there Team Leader

Any problems, please ask!

Paul

Re: now been 24hrs
 

Our channels have just come on now. But interactive still isn't working. I get a message saying this service is currently unavailable. Is this just a current problem or is it a problem with the new install

Thanks

Re: now been 24hrs
 

Call in just to check that it has went through on the hits. If they do there job correctly they will send a refresh down to your stb in an attempt to resolve the problem. They will more than likely tell you to call back tomoror,w but give it an hor or so then call back as the hits should have came through by then.

If you still don't have the interactive then they will need to stage it to fms, after that its in the hands of the network specialists. Who might end up sending a tech out as no reverse path - basically your box is FUBAR

Paul

Re: now been 24hrs
 

that's great thank you.

I spoke to a very helpful lady who worked out all of the above without me having to tell her, although she did seek help from somone else which is a lot more than the guy this morning did.

She says she's sent an e-mail (which she kindly let me hear her type) to "another department" who can sort this out for me. The packages *should* be on within 24hrs....

Re: now been 24hrs
 

Not a problem

and I bet I know which department that is!!

They will be on in around 2 - 3 hours mate, all depends who picks the email up and how long the delay is on the system today. I emailed a collegue to get sports added this morning and they have just came through.

Paul

Re: now been 24hrs
 

I bet you don't get a discount for the hours or days in some cases of service that you haven't had!

Re: now been 24hrs
 

to be honest as long as it's done today/tomorrow i don't care about a discount. If it starts dragging on for a week or so then i'll be looking for one. But i have faith!

Thanks again paul.

I work in customer services myself (CS Supervisor) for a telecoms company and i know what it's like. I keep badgering people until stuff is done.

Re: now been 24hrs
 

It all depends who you talk to I've found. And whether the agent you talk to to report the fault actually logs it correctly! No notes no reimbursment for services lost.

Re: now been 24hrs
 

Generally, I have found that to add packages takes around 15-20 minutes. At the most 1 or 2 hours,,

Re: now been 24hrs
 

Ah....

The good old "CS-BS" :rolleyes:

Why help a customer with a problem, when you can fob them off with some lame BS excuse, & get them to phone someone else tomorrow? :dozey:

Don't say I didn't warn you .....;)

Re: now been 24hrs
 

very true we have staff that do that only the customer never gets their name... i didn't get their name either!

Re: now been 24hrs
 

Ha welcome to nthell "not good enough"

Re: now been 24hrs
 

Onyx footprints ;)

Re: now been 24hrs
 

it's all working!!!

thank you to paul and thank you helpful ntl lady on the phone :)

Re: now been 24hrs
 

Glad to know it's all working. :)

Happy viewing!

Re: now been 24hrs
 

I have now got interactive working it just required re setting the box.

Thanks for everyones help.

Re: now been 24hrs
 

yay - everyone is happy & off to watch the telly ;)

- Jonathan Creek is on on UKGold ;)

Re: now been 24hrs
 

Does onyx leave footprints on all accounts? Is it possible like with cable master that if you close down onyx whilst in a account that it does not leave a foot print.

I only ask beacause in a prev post I mentioned that after 10+ calls to ntl not one note has been left, I'm told this part of the harmony software is problematic.

Re: now been 24hrs
 

Onyx does, in my experience. SABS doesn't (even though it is supposed to). So it depends which system the CSA uses to access your account.

Re: now been 24hrs
 

Thats just peachy then, I guess that most csr's would only ever access a SABS see no notes and assume there are none at all. If they knew that there was no tracability on SABS they could very easily fob off a customer and get away with it.

Re: now been 24hrs
 

CSRs should make, and look for notes in Onyx, AIUI

Re: now been 24hrs
 

It does, often I get calls through and I ask if they checked the onyx notes. If they tell me yes I can check if they porkie pieing to take short cuts or telling the truth. I'm the Harmony system :erm:

Paul

Re: now been 24hrs
 

My, you must be busy!

Re: now been 24hrs
 

Today was a breeze actually. It was going down more times than a [can't say what in a public forum but i think you get what Im aiming toward]