Turning STB on??
 

This probably sounds like a really stupid question, but I can't seem to get my STB to swtch on.

Because of the broadband upgrades I arranged for a STB swap, an engineer came round today and did it.

The problem is (I think) it won't turn on! I just get a blank screen, the power light on the box is red (I don't know if that signalls off or on) and there is another green light at the top of the display that is lit.

I have tried pressing the power button on both the remote and the box, the channel change buttons, the ok buttons... basically everything.

I have also rebooted it a few times. When I do this, numbers come up on the STB's display (the last to appear is something-40), the NTL logo appears, and then it goes into the state I described above.

My wireless router also can't seem to connect to the net (something to do with 'registering' the service again maybe?), I am on someone elses wireless right now.

Any ideas anyone before I call Support?

Thanks

Re: Turning STB on??
 

hi and :welcome: to the site , i would suspect a red led suggests off , what make of box is it btw :)


edit :- guess its a samsung and sounds dead to me :(

Re: Turning STB on??
 

The first time the box was turned on, it should have downloaded software from NTL. This is indicated by rapidly channging numbers.

Did the numbers on the box count upward madly (not just the 10, 20,30, 40 sequence they normally do)?

If they didn't, it sounds like the software didn't install properly, or the box is faulty. Either way, you'll need to call support as they will have to replace the box.

Re: Turning STB on??
 

I can't believe it, it was only installed this morning!
I thought they would check if it was working before leaving, so I just left the engineer to it, he said it was done and then left... I guess without checking the box, or some fault has developed since then.

I just went in to watch TV, the TV was on the cable channel but no picture. That's all I know, I didn't see any of the installation at all unfortunately.

scastle - I don't know what happened the very first time it was switched on, but if I reboot now the numbers change about every second or so, then about 2 secs from 30 to 40

And one other point if this helps, if I press OK while the NTL logo is showing, it displays "Navigation loading...." or something.

thanks both anyway :), I will call CS.

Re: Turning STB on??
 

Another example of fine NTL service :rolleyes:.

Re: Turning STB on??
 

this might sound stupid and i hope you dont think i am being funny , but , are you 100% sure the stb is connected to the tv correctly , and if it is then try swapping scart leads about in case you have a dodgy lead :tu: :)

Re: Turning STB on??
 

I will check the cables now, and try an RF lead if I can find one.

Thanks for the help everyone :)

Re: Turning STB on??
 

Firstly don't panic, you will not be able to turn the stb off standby (far left button) until all the signals have been sent to "programme" the box, once this has been done the button should go green.

When did the box swap get done, there have been delays of upto 2 to 3 hours due to the amount of swaps that are going on at the mo, if the stb has not come on after 3 hours ring CS and they will sort you out.

Re: Turning STB on??
 

Thanks, I was going to leave it a bit longer. Trouble is the swap was done at 11:00 this morning, now it's almost 18:15!

The RF cable just did exactly the same by the way, so I don't think it's the cables. At least NTL got that right :rolleyes:

Re: Turning STB on??
 

Because of the way the network and STB programming goes, ntl have to update their database on the new Samsung, the engineer has a lot of difficulty checking that it's going to work. It needs infor to be sent down from the network. If it's still not working now you need to call CS as something is taking too long in getting the database updated.

Re: Turning STB on??
 

Called them, but apparently all the engineers have gone home. They suggested trying again tomorrow morning.

A bit annoying because I now can't watch TV or use the ntl broadband until they get it fixed.

Re: Turning STB on??
 

Don't worry, it might not be a fault with the box. I had the exact same problem. My old Pace box was replaced with a Samsung and after waiting an hour for the box to sort itself out, I found I couldn't turn it on with the remote control or the power button on the front. After rebooting the same thing happened as with yours. It counted up to 40 and then the NTL screen and then nothing.
After calling the TV faults section of CS, a very helpful man gave me the number for the Installation department. I called them up and found out that the reason the box didn't work was that the engineer had actually come and swapped the box a day early, so on their records the old Pace box was still connected. I think the phrase he used was that the service order was still "open", and hadn't been "completed". Basically he said he would push it through himself and true to his word after half an hour the box came to life and all the channels came through.
The internet however was a different kettle of fish. After numerous calls to CS, explaining how the engineer had come early and how the Installation department had pushed through the service order, I was told all I could do was to wait for the broadband signal to come through to the box. I waited until the next morning but it was still out so I called the Broadband support people, and it turns out the engineer had plugged the crossover cable from the old box into the new box, which it didn't need at all. After removing it, everything was hunky dory and I was able to register my wireless router without too many problems. Fantastically bad piece of installation work really.
I don't know if the same thing would work for you because I don't know if your box was swapped before it was supposed to be, but try calling the TV faults section of CS and if they can't help you get them to call the installation people, who will definitely be able to get the TV signals to your box. Then check that the crossover cable isn't plugged in and call the broadband support people if you still can't get an internet connection. Hope this helps.

Re: Turning STB on??
 

Thanks, very helpful indeed :D

Re: Turning STB on??
 

If this isn't resolved by lunchtime tomorrow, send me a PM
__________________

and I draw your attention to this thread
http://www.cableforum.co.uk/board/sh...ad.php?t=27230

Re: Turning STB on??
 

No worries, I know how frustrating calling CS can be.

Re: Turning STB on??
 

Well the TV is now sorted, they still had records of the old set top box, which they have now updated.

But I can't get the internet to work.

I have a Belkin 54g Wireless Router, it was working absolutely fine before and the settings are still the same so I'm assuming that there is no problem with this.

The PCs on the network are connected fine as well.

I took my PC downstairs, plugged it directly into the STB and that doesn't work either. It just goes "There is limited or no connectivity" after about 2mins of being connected and there is no internet access.

So it makes me think that it's a problem on NTL's side that is causing it not to work.

I called installations, and told them that broadband isn't working. They said they were going to send a signal to the STB, wait 15mins and if it doesn't work then call back. It didn't work.

So I called back, they told me to install the software on the PC. I have lost the installation CD, which I told them. so they put me through to tech support. They said two things: "You don't need the CD" (Which I thought anyway) and "We don't support wireless connections, get support from your wireless manufacturer". I know that the wireless must be set up properly because it was working before the STB was swapped.

Now I looked at the User Information pages on the STB, and the broadband quality is on no-bia. I am sure that he problem is with NTL, but they think the problem is with my network. So now I really don't know what to do.

If anyone could help, or at least explain what they think the situation is, I would be really pleased. Thanks.

Re: Turning STB on??
 

Hey Rohan,

The fact that your QOS level is no-bia means that you have no Broadband Internet Access enabled on your set top box. Call back and tell them this is definitely their fault. If you have a pc that you can move and directly connect to the set top box then do so: that way when you call they should be able to talk you through everything and not try to wriggle out because you have a wireless router.

Anyway, the most important thing is to get that no-bia changed to stb-mid for 2meg access.

Phil.

Re: Turning STB on??
 

Thanks.
I will try calling them again after I have taken my PC back downstairs.

Re: Turning STB on??
 

Well, called them again, but this time they have sorted it :).

New 2mb speed as well :D.

Thanks for the help I have had from everyone, I really apprieciate it.