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Pinkypants · 25-02-2006, 01:03

Interactive and On Demand problems

Standard error messages : IS002 and MO44

If you get any of these error messages, or you cannot access the services at all, try the following checks:

1. Check all the cables are in securely
2. Check the smart card is seating correctly. The smart card should be in the bottom slot if your box has two slots with the arrow facing inwards and the gold chip facing downwards.
3. Try rebooting the box by switching the box off at the mains for 20 seconds.

If the above checks don't fix the fault, check the connection status on the box. There are two processes; One for samsung boxes, one for PACE boxes.

PACE Boxes

1. On your NTL remote look for the page up and down buttons. On the center of the remote you should also see small red, yellow, green and blue buttons.

2. Go on to BBC 1 on your NTL cable channels. Once the now and next bar has disappeared on the bottom of the screen, press page up, page down and the blue button frorm the red, yellow and green button selection.

3. You should get a menu on screen with Network Status on the top of the screen. If you have a diary or reminder screen, press TV, re read the above instructions and try again.

4. Go down the More option and press select.

5. On the next page go down to the More option and press select.

6. On the final page you should the Conn (Connection) Status. The Conn status should have 5 - connected next to it. If it states anything less than 5 connected, you have a poor signal quality going to the box. Reboot the box and do the Conn status check again. If you still have a poor connection, a faults tech will need to attend.

Samsung Boxes

1. On the front of your NTL box, on the channel number display, look out of a MCS light. See if the light is solid or flashing.

2. If the light is stable and solid, the connection status is good. If the light is flashing, reboot the box. If the light still flashes, you have a poor signal strength and you will need to phone faults and an engineer will need to attend.

Newly Installed Samsung Boxes

If you have a newly installed Samsung box in the property, there could be a software bug. Switch the box off at the mains for at least 3 minutes and switch it back on again. See if you can access Interactive / On demand now, if not call faults.

General Fault Advice

Always report the fault to NTL no matter what as soon as possible. Loss of Service credit and credit adjustments can only be put on the account if you have reported the fault to NTL. NTL have three days to fix a fault due to OFCOM regulations, after that you can apply for LOS credit. NTL do not recredit for area faults.

25-02-2006, 01:03	#27
Pinkypants Inactive Join Date: Feb 2006 Location: Wales, UK Services: DTV Family Pack plus Sky Sports and Movies Collection, 2mg Broadband & TU Local Posts: 111	Re: Useful STB Info Interactive and On Demand problems Standard error messages : IS002 and MO44 If you get any of these error messages, or you cannot access the services at all, try the following checks: 1. Check all the cables are in securely 2. Check the smart card is seating correctly. The smart card should be in the bottom slot if your box has two slots with the arrow facing inwards and the gold chip facing downwards. 3. Try rebooting the box by switching the box off at the mains for 20 seconds. If the above checks don't fix the fault, check the connection status on the box. There are two processes; One for samsung boxes, one for PACE boxes. PACE Boxes 1. On your NTL remote look for the page up and down buttons. On the center of the remote you should also see small red, yellow, green and blue buttons. 2. Go on to BBC 1 on your NTL cable channels. Once the now and next bar has disappeared on the bottom of the screen, press page up, page down and the blue button frorm the red, yellow and green button selection. 3. You should get a menu on screen with Network Status on the top of the screen. If you have a diary or reminder screen, press TV, re read the above instructions and try again. 4. Go down the More option and press select. 5. On the next page go down to the More option and press select. 6. On the final page you should the Conn (Connection) Status. The Conn status should have 5 - connected next to it. If it states anything less than 5 connected, you have a poor signal quality going to the box. Reboot the box and do the Conn status check again. If you still have a poor connection, a faults tech will need to attend. Samsung Boxes 1. On the front of your NTL box, on the channel number display, look out of a MCS light. See if the light is solid or flashing. 2. If the light is stable and solid, the connection status is good. If the light is flashing, reboot the box. If the light still flashes, you have a poor signal strength and you will need to phone faults and an engineer will need to attend. Newly Installed Samsung Boxes If you have a newly installed Samsung box in the property, there could be a software bug. Switch the box off at the mains for at least 3 minutes and switch it back on again. See if you can access Interactive / On demand now, if not call faults. General Fault Advice Always report the fault to NTL no matter what as soon as possible. Loss of Service credit and credit adjustments can only be put on the account if you have reported the fault to NTL. NTL have three days to fix a fault due to OFCOM regulations, after that you can apply for LOS credit. NTL do not recredit for area faults.