End of my teather with this one.

Doofy · 30-12-2005, 18:23

If anyone can help on this problem i would be most grateful, my sis in law had NTL tv installed yesterday engineer called to install the box, ripped out and i do mean ripped out the satellite box. Installed a pace box and told here that it would take 2 hours for the channels to appear. 12 hours later and a call to CS to be told it takes 24 hours, fair enough waits till today rang them back and this time its 36 hours for it to be available. After ringing again was told it was down to a local area fault, despite this being cleared then after ringing again an enginer was booked for which is going to take 2 weeks now 2 weeks to go without TV after being installed for less than 24 hours is a bit of a **** take, especially after the engineeer did a wonderful demolition job on the sky box so that isnt going back in. leaves her without TV and NTL point blank refusing to admit that it isnt working they reluctantly booked an engineer after many complaints. This really is diabolical.

IanGuy · 30-12-2005, 18:35

Try ringing CS again, and simply just ask for a refresh signal to be sent to the box. There's a high chance that your channels will then appear.

MovedGoalPosts · 30-12-2005, 18:38

Have you powered off the STB, left off for a few minutes then powered on again? Sometimes that can prompt it to load the signals you need.

However it does seem that you are getting the runaround, and a fortnight wait for an engineer on a faulty install is appalling. If you want to PM me some details (account name, address, account number, contact phone - for ntl) I'll forward it to our ntl contacts to escalate. However the holiday period may mean it doesn't get looked at by them for a few days.

Doofy · 30-12-2005, 18:51

Quote:

Originally Posted by IanGuy

Try ringing CS again, and simply just ask for a refresh signal to be sent to the box. There's a high chance that your channels will then appear.

Thanks for the reply but i did try that one and it was CS that told me to report it to faults, i then rang back CS who themselves reported it to faults, as they would not have it that it was not working. Funny thing is my internet went down this morning which i later found to be local area fault and despite my protests that it was NTLs end they insisted on booking me an engineer for tuesday that i no longer need and i have to cancel, crazy.

---------- Post added at 18:51 ---------- Previous post was at 18:39 ----------

Thanks for the help PM Sent, and yup i have powered it off and rebooted it looks like i am going to have to go sort the satellite box out so at least she has some TV to watch.

MovedGoalPosts · 30-12-2005, 18:54

Quote:

Originally Posted by Doofy

Thanks for the reply but i did try that one and it was CS that told me to report it to faults, i then rang back CS who themselves reported it to faults, as they would not have it that it was not working. Funny thing is my internet went down this morning which i later found to be local area fault and despite my protests that it was NTLs end they insisted on booking me an engineer for tuesday that i no longer need and i have to cancel, crazy.

Can I confirm an engineer is now due to visit you on Tuesday 3rd January? If so given the holiday period that is probably quite reasonable. By the sounds of the description of faults you've given so far, there is going to be something that needs the engineer to visit and check your house so they can then see what is really going on.

Marge · 30-12-2005, 18:56

Quote:

Originally Posted by Rob C

Can I confirm an engineer is now due to visit you on Tuesday 3rd January? If so given the holiday period that is probably quite reasonable. By the sounds of the description of faults you've given so far, there is going to be something that needs the engineer to visit and check your house so they can then see what is really going on.

Two different faults there Rob, his sis-in-law is the one who's been quoted two weeks and is the one who has just been installed

One thing to check is the box number, it may be possible that the wrong serial number has been attached so the hits aren't clearing

MovedGoalPosts · 30-12-2005, 18:59

my brain hurts!

Doofy · 30-12-2005, 19:01

An engineer is due to visit me on tuesday because i rang Tech support for my BB this morning which later turned out to be A local fault which NTL sorted later in the day. My sis in law was told an engineer isnt available for 2 weeks so i have to have an engineer when i dont need one and she cant have one when she does. Sorry for any confusion on this one we do live around the corner from each other.

---------- Post added at 19:01 ---------- Previous post was at 19:00 ----------

Quote:

Originally Posted by Rob C

my brain hurts!

And Mine

Chris W · 30-12-2005, 19:28

Quote:

Originally Posted by Doofy

An engineer is due to visit me on tuesday because i rang Tech support for my BB this morning which later turned out to be A local fault which NTL sorted later in the day. My sis in law was told an engineer isnt available for 2 weeks so i have to have an engineer when i dont need one and she cant have one when she does. Sorry for any confusion on this one we do live around the corner from each other.

The different waiting times for engineers are due to the fact that you would have (or would if you needed one) a service tech, whereas your sister in law would have an install tech because the installation was not done properly/ failed within 7 days.

If i was her I would also complain about the way the Sky Box was treated- If it was me and there was any damage to the box I would be seeking compensation from ntl to pay for it.

spike7451 · 31-12-2005, 14:46

I was always told that engineers are NOT ALLOWED to touch any existing cabling,be it satalite or aerial (a lot of punters who,when upgraded to digital & told they needed a outside aerial tried it on,saying NTL removed the aerial.My argument there is why would a already busy tech waste time to remove a customers aerial ,especially as they aint paid to do that!)
Even when I replaced a existing cable,I always ask the customer to remove it themselves as that way I'm not responsible to any damage to the skirting board,ect.
Spike

punky · 01-01-2006, 08:57

Quote:

Originally Posted by spike7451

I was always told that engineers are NOT ALLOWED to touch any existing cabling,be it satalite or aerial

That's what I was told too. I asked the NTL cable guy to remove the disused satelite cable to save drillng a new hole in the wall, but couldn't... So I find it unusual he did so much to destroy your sky connection.

Doofy: did they only send one set of hits to your box? For some reason whenever a hit is sent to my box (normally promoting my service after demoting it), it always seems to take 3 attempts. 2 if I am extremely lucky. They just seem to disappear into the ether when sent to me.

Doofy · 01-01-2006, 10:48

Quote:

Originally Posted by punky

That's what I was told too. I asked the NTL cable guy to remove the disused satelite cable to save drillng a new hole in the wall, but couldn't... So I find it unusual he did so much to destroy your sky connection.

Doofy: did they only send one set of hits to your box? For some reason whenever a hit is sent to my box (normally promoting my service after demoting it), it always seems to take 3 attempts. 2 if I am extremely lucky. They just seem to disappear into the ether when sent to me.

The engineer who attended simply cut the satelite cable so close to the wall it was simply unusable, not only this but he didnt even bother to remove the scart from the back so for some reason best known to him he cut that as well. Anyhoo whether or not it was a result of the PM i have no way of knowing but i rang CS back who then told me the hit was never sent to the box in the first place, this coming from the very same person who had insisted that he had done it and it was a fault with the box. So now all is well so My sis in law wishes to pass on her thanks for coming to her aid as i have a strong suspicion it had more to do with this forum then CS actually getting it right.

punky · 01-01-2006, 16:27

Quote:

Originally Posted by Doofy

i rang CS back who then told me the hit was never sent to the box in the first place

I wonder if that's what happens in my case too...

MovedGoalPosts · 01-01-2006, 17:17

Quote:

Originally Posted by Doofy

The engineer who attended simply cut the satelite cable so close to the wall it was simply unusable, not only this but he didnt even bother to remove the scart from the back so for some reason best known to him he cut that as well. Anyhoo whether or not it was a result of the PM i have no way of knowing but i rang CS back who then told me the hit was never sent to the box in the first place, this coming from the very same person who had insisted that he had done it and it was a fault with the box. So now all is well so My sis in law wishes to pass on her thanks for coming to her aid as i have a strong suspicion it had more to do with this forum then CS actually getting it right.

Glad to see that you now have the TV service, but the wire cutting is very poor. Why couldn't this be simply unplugged

If there is a tech out and about doing this sort of thing, it needs to be stamped upon. You should still get a call from our ntl contacts who will discuss that issue further with you.