Issue with interactive

Fred_Smith · 19-10-2005, 19:54

Hi,

I am in Bracknell RG12 area. The interactive services doesnt seem to be working. When I press interactive, and go through the menu options to say the weather I get an error IS001... I have tried rebooting the box, but get the same problem.

Any ideas

Thanks

quadplay · 19-10-2005, 20:00

IS001 means your Interactive account has been downgraded, as if you hadn't paid the bill. Assuming all your channels are coming through (e.g., you can watch Sky One on 140), it just means the Interactive account details need refreshing. If you call the Fault Management Centre on 0800 052 2000 (Option 3 - it's a free phone call), they can get the details refreshed for you.

Fred_Smith · 19-10-2005, 20:06

Thanks... I have all the channels. so I'll give them a ring tomorrow.

Will i need to be near the STB when I phone them? Because I don't usually finish until late.... and they close at 20:00 dont they?

Thanks

quadplay · 19-10-2005, 20:07

You probably will. They're open 8am-8pm Monday-Friday, 9am-5pm Saturday and 10am-4pm Sunday.

Fred_Smith · 19-10-2005, 20:09

ok thanks.I'll wait until the weekend then

Fred_Smith · 25-10-2005, 13:20

Just phoned NTL apparently someone had downgraded my service. He said usually this happens when someone doesn't pay their bill, even though I have always paid by direct debit..!! He gave no explanation as to why this occurred, and has told me they need to talk with back office systems to solve this as the STB hit to reset this had failed. He reckons it should be back to normal within 24 hours.

Fred_Smith · 26-10-2005, 18:44

Checked again today, still doesnt work... Phoned NTL again they said that the 'back office' team need to have a look at the provisioning failures when talking to my STB. No ETA when it will be fixed, but they will phone me... Means I can't use VOD :-(

quadplay · 26-10-2005, 18:46

If you'd like to PM me your account number and the smart card number of the affected box, I'll take a look - I'm still in work...

One of the team can confirm I'm an ntl associate.

Fred_Smith · 30-10-2005, 18:57

Wooo Hoooo ... All works now, NTL even left a voicemail on my mobile phone to say it had been fixed..... good service.... Thanks NTL