Phase 2/3/Better?
 

Hello,

I have recently been having a problem with my Digital TV box, and I was hoping I could get some help here, seeing as the phone support is useless.

I used have a Phase 3 box (apparently), but I was getting some lockup issues with it (The picture was fine, but the remote control and the buttons on the box would stop responding for a random amount of time). An engineer came out and replaced the box. This new box has the same problems as the old one, and is also quite slow to respond when channel surfing. It is also making an annoying buzzing noise which keeps me awake at night (I have to unplug it so I can sleep). I managed to get an enginner round again (after having to wait a week because "the buzzing will probably go away on it's own"), and he told me that the current box is a Phase 2, the old one was a Phase 3, and that I won't be getting any replacement box (he ignored the buzzing after I told him about it). He said that the only way to get a better responsiveness and no lockups is to get a 'Silver Box', which are apparently quite rare.


So my question is - How would I be able to get one of these so called Silver Boxes. If I can't get my hands on one, what are my alternatives?

Re: Phase 2/3/Better?
 

:welcome: to Cable Forum :tu:

Unfortunately most of the "problems" you describe such as temporary lockups of the remote operation are fairly common. Even with the "silver box" in fact a Samsung, I see this a couple of times an evening. Usually clears after 10 seconds or so. It's just part of the ntl programming. I've learn't to live with it.

You tend to only get a Samsung STB, if the engineer has one in his van when they are sent out to you, and if the tech decides your current STB is faulty. You won't get one just because you'd like one.

Re: Phase 2/3/Better?
 

What about the buzzing noise I am getting? I mean, the engineer put his ear to the box and said "Hmmm, that is making a slight noise", but either he is deaf, or fobbing me off, because I can hear it from the other side of the room.

Re: Phase 2/3/Better?
 

Ring up CS and tell them if they don't give you a new box say a silver if poss you are going to move to SKY or the new BT TV System.

Re: Phase 2/3/Better?
 

Ring up faults and say you are getting a buzz noise from the box .As to what you get its luck of the draw .You can not demand a silver box the rep at the end of the phone should tell you this .

Re: Phase 2/3/Better?
 

Well, I just phoned ntl, and the CSP has agreed to send another technician round to check and/or replace the box.

Do you have any advice about what I should tell him/her when they turn up? As I said, the last technician put his ear to it, said "It's not that loud" and that was that. But I consider anything which keeps me awake at night to be too loud (I have quite acute hearing, and am a light sleeper, but that's not really an excuse not to replace it).
Would it be worth asking the technician if he has any silver boxes (If s/he decides to replace it)? Or if not, if I could have a Phase 3 again?
I am not a very forceful person, which is why I let the last technician walk out without replacing the box, but is there anything which is known to work when dealing with them (besides a gun to the head ;))?

Re: Phase 2/3/Better?
 

Tell him that it keeps making this herendous noise and it is keeping you awake at night, and say something like a family member has a NTL Box and it makes no noise at all. Then if he says I will swap it say any chance of having silver box?

It's worth a try he might say no but if you don't try you don't know.

Re: Phase 2/3/Better?
 

Ok will do. He's due to come round on Monday, so I'll appraise everyone of the situation once he's gone :)

Re: Phase 2/3/Better?
 

The only thing that can make this buzzing noise is the power supply, and a buzzing supply is a sign that it will fail sometime soon. Insist it be replaced before it goes *pop* and your box stops working.

Re: Phase 2/3/Better?
 

Well, it could also be a sound issue.
Two of the 3 times I've phoned ntl, the CS has asked me to try muting the box, and and telly, and to try turning the sound down on the TV/STB.

It sounds like they have a bit of a common occurance.

The other thing is, the Techie who replaced my old box (which I would gladly have back now!) used the same mains plug. I wonder if that could be anything.

Either way, it definately sounds dodgy, and I will be on the phone as soon as he walks out the door if he doesn't replace it.

Re: Phase 2/3/Better?
 

Well, he's just left, and I am very pleased.
He brought a Silver STB with him, and was very helpful and chatty. :)
The only downside is, this box makes a bit more noise than my old one. I won't be changing it because it a Silver one,and he said that it is brand new, whereas the Pace ones are usually reconditioned, so the noise fro this one must be how it's made, and not just that it's dying on me. But it's going to take a bit of getting used to.

Re: Phase 2/3/Better?
 

Remember that if the buzzing is quite high pitched, certain people can hear higher ranged frequencies to others :)

Re: Phase 2/3/Better?
 

Mechanicus: Can you post a recording of this noise?

Re: Phase 2/3/Better?
 

Well, I would have done, but it seems to have gotten a lot quieter overnight. I just tried putting my ear to it, and I could barely hear it when switched on. When it's off, it's next to silent.