No PremPlus Channel
 

Is anyone else having problems with the Premplus channel saying you haven't subscribed to the channel when you have?

Re: No PremPlus Channel
 

Just finally got through and they said there was a 'fault' that they were aware of and it would be resolved in an hour or two!!!
I bet there are some everton and man u fans pretty p*****d off out there!

Re: No PremPlus Channel
 

I'm watching it no problem.

:welcome: to cable forum the pair of you.

United 1 up.

Re: No PremPlus Channel
 

What area are you in, i'm in south wales.

Re: No PremPlus Channel
 

North Manchester.

No Prem Plus. Guess whose fault.
 

After the utter debacle of getting a Samsung box back in April (thread here) that ended after a week with intervention from this forum (thankyou Nemesis) and a phonecall from Alan Grant himself (swoon) I had slowly brought my stress levels under control and was approaching normalcy (for me) when ...

Hmmm. Why isn't Prem Plus on? It's on my upstairs box - the Samsung with 2MB Broadband - in the small room on the small portable TV. But downstairs, the widescreen TV, the old box, the home cinema system ... apparently I'm not subscribed. Oh bother or words to that effect.

I've just got off the phone with Steven from Swansea Call Centre, ext 4345. Here's what's happened:

When my upstairs Pace box was replaced with a Samsung we had the service for the Pace disconnected. Sounds fine. But ... NTL apparently disconnected the downstairs Pace service and not the upstairs one. Now, you may be thinking surely I'd notice something like no TV downstairs but, actually, we've had uninterrupted service downstairs - full package, sports and movies - with the fewest number of forced reboots in any period at all that I can remember. Halcyon days of television experience shattered by today's episode. Hence our not noticing we'd been diconnected. Now when we ordered Prem Plus it apparently got activated on our upstairs Samsung and possibly on an old Pace box broken up for spares somewhere in the hinterlands. But not downstairs where we want it.

You might imagine that all it would take would be: reactivate the downstairs box, send the signal, couple of presses on a computer.

I imagined that.

But that's not the case. It appears to be something that cannot be fixed this weekend and will - oh this gets better - require me phoning to disconnect/reconnect on Monday. Me. Not NTL doing this automatically. Me. There's not a single person working over the weekend who can do this apparently and it seems that even if there were it would still require more action on my part to call another number to disconnect anyway. Me. I report the problem and the solution is ... report it to someone else.

But wait! There's more!

Whose fault is it that I can't watch Prem Plus in my comfy recliner, with 5.1 surround, on wide-o-vision? Whose fault is it that I'm going to miss the first several pay-per-view games in my living room and will need to settle for cramped conditions and 14" viewing trauma? Which - and this may be a leading question - cable television provider reckons that this doesn't in any way constitute a loss of service and that compensation will not be forthcoming? Not that I expected much; a pound a game after all. But the principle, the principle ...

So ... Monday I get to look forward to phoning and getting put on hold and getting passed around and getting confused responses from people who've no idea what my problem is and being put on hold again and getting assured things will be fine when I get home from work. And it might be. But you just know a messed-up bill is just around the corner don't you?

Re: No PremPlus Channel
 

I'm in Belfast.

Re: No Prem Plus. Guess whose fault.
 

Just an idea, but to get around this problem for this weekend at least, could you swap the boxes around, so the Samsung (which has the PremPlus package added to it) is plugged into your widescreen TV?

I agree it's a bit of a farce though - and I'm not sure I agree it can't be sorted out at the weekend...

Re: No PremPlus Channel
 

It's still not on here.

Re: No Prem Plus. Guess whose fault.
 

If I had a wireless router - and it's on the list - I'd do it but as it would mean traipsing about and unplugging/plugging things in to watch the TV then faffing about to rearrange if I want to get on the net (my PC's upstairs in a separate room with ethernet cable snaking down the hallway, hence the broadband-ready Samsung being upstairs) I can't be bothered with the hassle. It also fuels my ire towards NTL which is no bad thing.

Re: [Merged] No Prem Plus. Guess whose fault.
 

I phoned 5 times this week as our TV wasn't registering either Premiership Plus channel as subscribed. This was after NTL's initial failure to call us up regarding renewing the subscription - despite their insistance they would do so on the football leaflets they sent out.

The final call was this morning at around 10am, where I was yet again assured that the service had been ordered and it would be activated in time for the Man United v Everton game. Low and behold, come 12.30, no service, come 12.45, still no service. In the end had to go out to the pub to watch the game as NTL didn't get it working in time.

So after 5 phone calls all insisting the service was working, along with the countless times the cable internet has gone down for weeks on end (and customer service have just passed us around or not answered) I'm at the end of my patience and want to cancel this awful service.

Can anyone advise on the best route of cancelling? I know people will say ring customer service but the reality is we'll just be passed in between different departments again and fobbed off with excuses. Is there any direct numbers or mailing addresses I can contact so that we can properly cancel the service? We've had NTL for over 24 months now so we're definitely over the 12 month period.

Re: [Merged] No Prem Plus. Guess whose fault.
 

Rang up 3 weeks ago to confirm i was subscribed - Assured I was and that I need take no further action. Rang up last night (not that I don't trust NTL :>)) - confirmed subscribed, should work fine.
Today, 12:30, you are not subscribed, blah blah, purchase for £7.00.
32 minutes waiting for customer services to answer (yes I can appreciate you were busy) only to be told aware of problem and 5 minute reboot of STB advised - did this (actually nearer 10 minutes off), still no good. Why you could not put a pre-recorded message at start, God only knows.

1 hour later, signed up with Sky, engineer coming to install Sky+ next weekend, Dolby 5.1, Interactive (that works), better customer services (allegedly), lots of extra channels.

The words 'camel', 'straw' and 'back' immediately sprang to mind.

Hope it gets better for those of you who stay, but i've been with NTL 7 years, and technology most certainly is not yet tamed. It'll take a lot to entice me back.

Good luck.

Re: No Prem Plus. Guess whose fault.
 

yea it's terrible they're saying no one can fix it this weekend! Any idea who you actually talked to? They need their wrists slapping!

Re: [Merged] No Prem Plus. Guess whose fault.
 

Just a heads up, it's doing the same for the Liverpool vs Middlesbrough game now - so I guess there will be a load of customers unable to watch this PPV game also.

Fantastic NTL, really impressive.

Re: [Merged] No Prem Plus. Guess whose fault.
 

Just an update guys, still waiting for it to come on here (It's about 17.00). I'm gonna phone NTL one last time to see if there is a chance of getting it today.

Well looks like there's no footie for me today. Customer services have asked me reboot the box (again), and still the same problem. Not impressed! :mad:

The customer services has now closed for today as it's after 5.pm so it looks like I'm gonna have to wait until tomorrow...