to Cable Forum, kage.
there were issues recently, where there was a backlog on the registrations, but I thought it had been cleared.
I think all you can do is phone CS, as advised, and make sure your account is properly set up at their end.
In the meantime, how are you trying to connect - usb or ethernet?
<edit> & no - I don't work for ntl
but like Paul says, there are several helpful members around here, that do