Card pairing Problem on New Install

typerterror · 29-04-2007, 17:37

Hi everyone, great forum you got here!

I just had TV installed yesterday just the basic Samsung STB, however at the time it was installed the installer told me there was a problem with the main server for new installs and that we might not get all our channels we are entitled to straight away, but they will come through at some point in the day!

Its now a day and a half later and still no channels other than the basic 1-5 and a couple of other BBC channels.

I've checked in the settings and it says card not paired. I had a read of another thread on here and there was a few conflicting messages as to what to do.

I have called 151, however their indian call centre claim their systems are down and I have to call again tomorrow. Is there anyway of sorting this pairing out? I understand the card and box should be paired from manufacture?

Someone please help? I want to play with my new toy

not get less channels than my old freeview box!

Toto · 29-04-2007, 17:40

Welcome to the forum.

No the card is paired remotely to make sure you get the channels you are signed up for. Call near 9 A tomorrow, and make some pleasant noise, things should be sorted then.

quadplay · 29-04-2007, 17:42

Whereabouts in the country are you?

There's been a major power failure at one of the VM datacentres, which has caused quite a lot of problems. If your area is one of those served by the systems in that centre it might be tomorrow before you're sorted.

typerterror · 29-04-2007, 17:46

I'm in Cheshunt, just north of london.

Would that datacentre problem cause my problem of non paired card/STB?

quadplay · 29-04-2007, 17:52

I'm pretty sure Cheshunt comes under the Luton area, which is one of those affected.

The problem doesn't cause the unpaired card directly, it's just that the system that needs the details entered to pair the card and box is offline.

typerterror · 29-04-2007, 18:03

oh ok thanks for the reply, guess i'll have to sit tight then. Would appreciate it if you could let me know when the problem is fixed, otherwise is there a point in me calling customer services tomorrow is there?

thanks for the replies though :-D much appreciated

quadplay · 29-04-2007, 18:11

I won't necessarily know!

At least the calls to Customer Service are free (if you dial 150 from a Virgin landline)

KenK · 29-04-2007, 21:49

Quote:

Originally Posted by quadplay

... it's just that the system that needs the details entered to pair the card and box is offline.

All the IT professionals reading this are now asking "what happened to the Business Continuity Plan?" A major company like NTL/VM is bound to have one, surely?

cabeltelman · 29-04-2007, 23:18

Quote:

Originally Posted by KenK

All the IT professionals reading this are now asking "what happened to the Business Continuity Plan?" A major company like NTL/VM is bound to have one, surely?

there is not one day when when there is not a problem with vm system ,IT

is put out to sub contractors ibm is one and they sub out to india .and after that who knows

Nedkelly · 29-04-2007, 23:29

If we find a acct with a IT fault it can take 2 days to fix thats 2 days the customer will not have a service iif is is affecting the tv side of the acct .Thens there system that programmes the boxes ie the card pairing is always going down

typerterror · 30-04-2007, 10:48

ok called this morning and although their systems are still down, they can now apparently email 2nd tier support although they couldn't yesterday when i asked them to?

Meh anyways within 4 days i'll hear from them apparently. Hopefully I will do, cause for now my freeview box is going back on as it had more channels than my XL TV package does at the moment!

crb · 01-05-2007, 12:57

Quote:

Originally Posted by typerterror

ok called this morning and although their systems are still down, they can now apparently email 2nd tier support although they couldn't yesterday when i asked them to?

Meh anyways within 4 days i'll hear from them apparently. Hopefully I will do, cause for now my freeview box is going back on as it had more channels than my XL TV package does at the moment!

I had the same problem with getting the service set up. Went away at the weekend expecting it to have been fixed. Wasn't good job I phoned up though as the engineer had registered the wrong pair of numbers for me.

quadplay · 01-05-2007, 14:06

System's back up and running now - call Faults if you're still having trouble.

typerterror · 01-05-2007, 14:28

ok thanks guys

will check it when i get home tonight

typerterror · 01-05-2007, 19:43

no luck, gave customer services a call again, but have to wait another 48 hours to hear back from them before they can do anything

so stuck in limbo!