Cable Forum - View Single Post - Sales bodge, derby area problem or something else?

Siuko · 09-12-2005, 09:12

Hi there all (and especially any of the nice helpful NTL poeple on here)

I have TV and 3mb Broadband through my set top box. I phoned CS to ask about upgrading to 10mb and was told that I would require a SACM install and it would be a free install.

Yesterday the engineer turned up and said that the job he had listed ment that he would not be able to install the SACM as the job stated it was a new SACM install connected straight into the cable without the STB connection.

He contacted someone with his very nice laptop (damn let me have one of those!) and asked whether he could install the SACM with a splitter between the STB and SACM and was told no and that he would have to just provide BB through the STB. After I had explained to him that I already had 3mb BB through my STB and that the CS had choosen to issue the install of the SACM he contacted someone through his laptop again and was asked for the SACM mac address and went ahead with the install. He told me due to the change in the job the support poeple would have to contact Sales and issue a different job request for him to finalise the job.

Now this all seemed fine to me - I would still have TV and BB through my STB until my pin number came through for my SACM (eventually once the pin number system works properly hehe) and then I could register my SACM and get 10mb... and then just cancel my internet through my STB - this is how the first CS person had explained it would happen.

So this is what actually happened...

After the install my internet was still working and I decided later on (about 6pm) to watch TV and when I turned my TV on nearly all my channels say that I am not subscribed to the channels and cannot view them and that I should phone for a package change. I can view the free channels fine (BBC etc).

I then rebooted my STB to see if it would sort itself - as the STB's often do.
Sadly all that this did was make it so I also lost internet access.

Now here is the thing...

I phoned the Digital TV support line and an automated message mentions a problem in Derby in my area and that its being looked at so I can understand that this may be the reason for my TV not working correctly but no where does it state I should have a problem with my internet.

So is this problem ALL related to the Derby issue and I will just have to wait for that to be fixed or is it a mixure of 2 issues. Is my TV off becuase of the derby issue and is my broadband off becuase someone at NTL has turned off my STB BB and replaced it with SACM BB?

Is there any NTL people here who could maybe shed more light on my problems?

Thanks in advance for any help anyone can provide and I'm crossing my fingers it gets fixed soon as its the weekend!! What am I going to do with myself without internet!

09-12-2005, 09:12	#1
Siuko Inactive Join Date: Jun 2003 Location: Derby, UK Posts: 63	Sales bodge, derby area problem or something else? Hi there all (and especially any of the nice helpful NTL poeple on here) I have TV and 3mb Broadband through my set top box. I phoned CS to ask about upgrading to 10mb and was told that I would require a SACM install and it would be a free install. Yesterday the engineer turned up and said that the job he had listed ment that he would not be able to install the SACM as the job stated it was a new SACM install connected straight into the cable without the STB connection. He contacted someone with his very nice laptop (damn let me have one of those!) and asked whether he could install the SACM with a splitter between the STB and SACM and was told no and that he would have to just provide BB through the STB. After I had explained to him that I already had 3mb BB through my STB and that the CS had choosen to issue the install of the SACM he contacted someone through his laptop again and was asked for the SACM mac address and went ahead with the install. He told me due to the change in the job the support poeple would have to contact Sales and issue a different job request for him to finalise the job. Now this all seemed fine to me - I would still have TV and BB through my STB until my pin number came through for my SACM (eventually once the pin number system works properly hehe) and then I could register my SACM and get 10mb... and then just cancel my internet through my STB - this is how the first CS person had explained it would happen. So this is what actually happened... After the install my internet was still working and I decided later on (about 6pm) to watch TV and when I turned my TV on nearly all my channels say that I am not subscribed to the channels and cannot view them and that I should phone for a package change. I can view the free channels fine (BBC etc). I then rebooted my STB to see if it would sort itself - as the STB's often do. Sadly all that this did was make it so I also lost internet access. Now here is the thing... I phoned the Digital TV support line and an automated message mentions a problem in Derby in my area and that its being looked at so I can understand that this may be the reason for my TV not working correctly but no where does it state I should have a problem with my internet. So is this problem ALL related to the Derby issue and I will just have to wait for that to be fixed or is it a mixure of 2 issues. Is my TV off becuase of the derby issue and is my broadband off becuase someone at NTL has turned off my STB BB and replaced it with SACM BB? Is there any NTL people here who could maybe shed more light on my problems? Thanks in advance for any help anyone can provide and I'm crossing my fingers it gets fixed soon as its the weekend!! What am I going to do with myself without internet!