Broken Remote Control

[bob_builder]

I got back home the other day to find the red LED on my remote control to be constantly on. I thought that there must be a stuck button but could not find any stuck down. On pointing the remote at the STB I discovered that it was the down arrow button that was "stuck" although the button still clicks up and down.

Unfortunately, this problem renders the remote useless as no other button press will register. I have tried changing the batteries but there is no change.

I emailed NTL (as I know it is difficult to get through to them by phone) but their reply was along the lines of:

Originally Posted by NTL

Thank you for your equiry.

You can purchase a new remote for £15 from our faults department.

If your remote is broken you can request a new remote from our faults department.

To contact either of the above departments phone 0800 052 2000.

Which, apart from being confusing by refering to the same department twice and implying that you would have to pay for a replacement remote, was not a lot of use.

I thought I would first check to see if there is anything I could try out to make sure the remote is faulty and to ensure that replacement remotes are still free if you send back a faulty remote before I go and sit in the phone queue for hours.

[ian@huth]

If replacing the batteries has not cured the fault then you do need to phone faults for a new remote which will be free if the old one is faulty. Some people want an additional remote for use on a second TV via a video sender so naturally they should have to pay for this. Get phoning.

[bob_builder]

Thanks - I'll get on the phone then

[browneggsandham]

You off the phone yet, or still holding?

[bob_builder]

Originally Posted by browneggsandham

You off the phone yet, or still holding?

No, I am waiting till I get home in a few minutes - I will let you know how I get on!

[Graham M]

I think the email is reffering to if you want a second remote control you will have to pay for it, but if your remote control is broken then replacement is free?

[bob_builder]

Originally Posted by Zeph

I think the email is reffering to if you want a second remote control you will have to pay for it, but if your remote control is broken then replacement is free?

Yes, that is what I assumed. I assumed they meant that you could order one from their customer service department at £15 or get a replacement at their faults department for free - but that is not what the email said.

[bob_builder]

Originally Posted by bob_builder

No, I am waiting till I get home in a few minutes - I will let you know how I get on!

Oh well, it was not a bad as I feared I had to wait 10 minutes to speak to anybody but the bloke I spoke to was polite and quick - he said they would send out a new remote within 3-5 days and there would be a postage paid envelope to return the faulty remote. Hopefully it will all go smoothly from here on.

[bob_builder]

The new remote control arrived in the post this morning and was one of the new ones with VOD controls.

I returned the broken one in the enclosed envelope and packing so hopefully I will not be charged £15.