New Cust - Channels not enabled
 

Hi All,

I had an engineer visit on Saturday morning about 10:30. He installed a Samsung STB and said that it would take 24hrs to 'load' the channels and that during the 24 hrs I might get channels freezing briefly etc.

It is now Sunday evening and none of the channels have loaded. Just the basic channels 1-5 and a the guest channels.

I have tried resetting, unplugging the STB etc but still no joy.

What can I do? Please help

Re: New Cust - Channels not enabled
 

Think you'll need to ring CS to get the box "re-hit". So I doubt you can do anything till tomorrow morning.
Welcome to the forums by the way.

Re: New Cust - Channels not enabled
 

Thanks for the amazingly quick reply :)
I'll give them a bell tomorrow.

I'm missing Creepshow 2 :(
nevermind

Re: New Cust - Channels not enabled
 

Hi boddyr,

What area of the country are you in?

Re: New Cust - Channels not enabled
 

I'm in Leicester LE4

Re: New Cust - Channels not enabled
 

If you'd like to PM me your account number, I'll check the TV package tonight. One of the team can confirm I'm an associate.

Re: New Cust - Channels not enabled
 

pm sent, thanks for your help with this Jimbo

:tu:

Re: New Cust - Channels not enabled
 

Boddyr, you do want to be careful divulging information like your account number unitl you are sure of someone.

In this case you are in luck that Jimbpo is an ntl associate, although what he is still doing at work is anyone's guess :)

Re: New Cust - Channels not enabled
 

I'm not sure if it makes it better or worse if I admit that I'm actually accessing the system from home...
__________________

OK, all sorted. :)

Re: New Cust - Channels not enabled
 

Nice one Jimbo, as I said in the pm, 'You're a Godsend'.

Re: New Cust - Channels not enabled
 

No probs - be sure to stick around, there's a surprising amount of stuff to do in this forum I've found!

Re: New Cust - Channels not enabled
 

Hello guys,

I'm having this exact same problem... would I be opening a can of worms if I asked why this happens?

Will I have to call CS tomorrow? Am I alone in my despair at calling call centres?

Mike

Re: New Cust - Channels not enabled
 

There can be a number of reasons why the box doesn't get provisioned properly. However, to sort it out you should start by calling Customer Services tomorrow morning. They're open from 8am on 0800 052 2000 - choose Option 5.

Re: New Cust - Channels not enabled
 

Hi Mikerouse. I see you raised a similar question yesterday in this thread http://www.cableforum.co.uk/board/sh...t=37736&page=2

Simply put it's technology and things rely on the entire whole working working coherently with every cog in the wheel being put in it's correct place. If someone pressed a wrong key entering a code somewhere yuo get stuck in limbo until you tell ntl about it.

You really need to phone CS. They don't bite :D

Re: New Cust - Channels not enabled
 

Thanks Rob_C,

I have a terrible anxiety thing about calling call centres and will avoid it like the plague if I can.

I called CS and the advisor was really polite and nice. She said that it should normally take 24 hours and couldn't understand why it hasn't gone through. She has re-sent the 'signals' to my STB and said they should be up and running within an hour.

Thanks for your advice... I hope I can enjoy my lazy day in front of the telly afterall!

Mike

Re: New Cust - Channels not enabled
 

Just have to pray that you get through to someone who knows what they are doing, it took me three phone calls and a threat to disconnections to get a simple problem solved, no mention of an apology from them either, what can you expect though? I am only the moaning customer!

Re: New Cust - Channels not enabled
 

Hi guys,

Been a number of hours since my call and still nothing. I'll try and call back tomorrow before 8pm. Have you got any tips for what I can say over the phone that might help?

It's a shame because everything has been going so well to this point. A neighbour saw the engineer come in and said that I'd regret having it in and I just hope she hasn't jinxed it!

Great forum though!

Re: New Cust - Channels not enabled
 

Sometimes even when the correct signals are sent, to trigger the STB to pick them up correctly a full power off for 30 seconds may be needed.

If that doesn't solve it, yep a further call to CS is needed. Be sure to explain that you have been told on previous calls that the signals are being resent, but it's not working. You want the ntl CS operator someone to really check why the signals aren't getting through.

Re: New Cust - Channels not enabled
 

Maybe the engineer has not connected the cable? ;) just a thought :angel: :erm:

Re: New Cust - Channels not enabled
 

Finally got a day off work so I could call back and was transfered from option 5 to Faults as the lady I spoke to first said that an engineer may have to come out to check my box :confused:

But, the guy at Faults, who kept saying "For you" at the end of nearly every sentence, said that a stronger set of signals need to be sent to my box to refresh everything and that this could take up to 4 hours "for you", however I should call back if it doesn't work "for you".

Should I expect to see anything happen on my box while these strong signals are being sent and handled? Or have I just been fobbed off?

Re: New Cust - Channels not enabled
 

:wtf:
Just called back to test if I was being fobbed off and was going to say that the fella said to call back in 2 hours not 4, but was surprised to hear that "customers in the Coventry CV1 and CV3 area may be experiencing a full or intermittent loss of digital television services." Wonder if this has anything to do with my problem.

(Hope nobody minds me using this thread as a means for me to keep track of events around this problem)

Re: New Cust - Channels not enabled
 

I just spoke to probably the most friendliest advisor in the world, and he wasn't too bad at sounding like he knew what he was talking about. He said that the signal they had been sending had failed because it was going in the wrong order. He said it was like trying to set a table then wiping off what you had set up, so he was escalating it to second line after a few attempts there and then to see if they could get it to wipe first then re-send. I get a lovely feeling that we might actually be getting somewhere with this. I'm expecting a call back in about an hour.

Re: New Cust - Channels not enabled
 

Didn't get a call back, but all is well... the channels are working... NTL finally came through for me!!

Thanks for your help (and nudge to call them in the first place - I don't know why I was so worried)