10 Days with No TV channels and Getting Nowhere with Customer Services. HELP!!
 

Hi

Just joined the Forum today and was hoping that someone can help or advise how I can sort out an issue with NTL that has been going on for 10 days, numerous phone calls to Customer Services and I feel I am no further forward to a resolution.

Ten days ago we lost all but the very basic TV channels and NTL still have not managed to resolve the problem. Myself and my wife have made over 10 calls to Customer Services/Faults/House Moves usually waiting 30mins or more to get through. Each time we have to go through the whole saga again and we have been told on more than one occassion that IT are looking at it and it will take 24-48 hours!

How can we get this sorted, we are getting very frustrated.

Please help.

Many thanks

Mark

Re: 10 Days with No TV channels and Getting Nowhere with Customer Services. HELP!!
 

Hi Mark, and :welcome:

When you say you've lost all but the basic channels, what do you get on the others - is it just blank, or do you get a message saying you're not subscribed to the channel?

Re: 10 Days with No TV channels and Getting Nowhere with Customer Services. HELP!!
 

sometimes your box needs rebootin cause they say unscribed channels it happens with me

Re: 10 Days with No TV channels and Getting Nowhere with Customer Services. HELP!!
 

Hi Quadplay

I get the message you are not subscribed to the channel.

We moved house on the 22 Aug and had our NTL services transferred. An engineer came out to our new house on the 23rd Aug and set up phone, broadband and TV. Within 20 mins we had our TV package we subscribe to. 4 weeks later ie Tue 19th Sept we notice we no longer have access to out TV package, just the basic channels 1-5 new24 etc. Initially we were told that our a/c had been disabled and that House moves had not done the transfer correctly. We were told that IT would have to unlock the account before we could get our channels back. Apperently this has been done, although I'm not sure what I'm being told is correct anymore The lastest is they cannot communicate with the STB and have refereed to IT again. Funny thing is NTL changed the channel numbers the other day and they have all been updated on our STB!

We are running out of patience with NTL and we just seem to be being told they are looking into it and it may take several days. But we have now been waiting 10 days for this to be resolved and I dont feel we are any further forward than day 1.

Mark

Re: 10 Days with No TV channels and Getting Nowhere with Customer Services. HELP!!
 

Not necessarily an offer of help I'm afraid as I'm up to my eyeballs in it at the moment as far as work in concerned.... but what would be the first part of your post code? Or to ask another way, is your ntl account number an 8 digit number starting with 5?

If this is the case I almost certainly know what the problem is, and will at least be able to give you some advice on here of what you need do to get the problem sorted.

BTW hi, :welcome: to Cable Forum, hope you hang around.

Re: 10 Days with No TV channels and Getting Nowhere with Customer Services. HELP!!
 

Hi Opelfruitcase

Our postcode starts BN12 and our account no is 10digits starting 04.

I know you're really busy but any help you can offer would be much appreciated.

Thanks

Mark

Re: 10 Days with No TV channels and Getting Nowhere with Customer Services. HELP!!
 

Phone up their head office in Hook, number from directory enquiries. They do seem to have a "higher level" customer service/complaint dept with people who actually sort out the problem.

Re: 10 Days with No TV channels and Getting Nowhere with Customer Services. HELP!!
 

Send me some details please - such as a name and daytime contact number via private message and I will forward this on to our ntl contact. However, because it is the weekend - it maybe Monday when this will be picked up.

Re: 10 Days with No TV channels and Getting Nowhere with Customer Services. HELP!!
 

Unfortunately as your an ICMS customer (ex C&W) this kinda ruled out my billing system quirk way of thinking...

However, Mick has been very kind with this offer of help where I've been unable to this time.

Re: 10 Days with No TV channels and Getting Nowhere with Customer Services. HELP!!
 

looks like u will have to wait till monday sorry