Forgot to say cheers for your help. Getting it sorted has also made the guide come up instantly. The two wouldn't be linked would they? Before when I pressed the Guide button, 'Please Wait...' would come up for a few seconds and then the guide would appear but now it comes up straight away.
It also reaffirms my faith that bad ntl cs only happens to other people
Every time Ive phoned them up they have been helpful and sorted my query out very quickly!