Originally Posted by Rob C

Sometimes even when the correct signals are sent, to trigger the STB to pick them up correctly a full power off for 30 seconds may be needed.

If that doesn't solve it, yep a further call to CS is needed. Be sure to explain that you have been told on previous calls that the signals are being resent, but it's not working. You want the ntl CS operator someone to really check why the signals aren't getting through.