SACM Pin code required

gez · 04-08-2004, 10:45

Hi guys,

Its a long story of ntl messing up preposterously (when isnt it?!), but basically what it comes down to is this; I had an ntl engineer visit my house this morning to give me a SACM (for some reason CS people decided to move my STB onto the non-broadband profile and i needed one for 1.5meg anyway) but didnt bother staying to check it was all working right and to sort me out with a PIN. I called customer services and told them and she said she'd have to wait for my mac to be registered on the system and then someone would get back to me within a day or so.
So if one of you could sort me out with a pin itd be much appreciated. What info do you need?

Cheers,
gez

MagicMan · 04-08-2004, 10:54

hmmmm - sounds very familiar mate. Just had my SACM installed (new install) yesterday morning and so far (and after two calls to customer services) still no PIN number.

I'm going to give them another call this afternoon and see what the score is but somebody has promised me a phone call as soon as the PIN has been generated. I'm not quite sure what generating a PIN number entails but surely it can't be that difficult :-p

Russ · 04-08-2004, 10:55

Welcome to the site!

IIRC you WILL still need for the MAC address to be registered before getting a PIN.

Don't forget that if you do call NTL, take the name and extension number of anyone who promises you anything.

MovedGoalPosts · 04-08-2004, 10:55

hi gez and

to cable forum.

The pin is something you will need to get from CS. This site does have some ntl staff visiting it, and helping out if they can, but as it is not part of ntl, cannot help you directly. It sounds as if you were being given the run around. If the modem is now on line, I would expect CS to be able to see it. Perhaps try the broadband support number or faults? Certainly don't expect a call back, it frequently doesn't happen.

gez · 04-08-2004, 10:59

Yeah i called them after realising the mac was written on the bottom of the modem and gave them it (unsurprisingly the woman didnt know it was even there). And she claimed she'd emailed ?dave? to sort me a pin (why it takes two people i'm not really sure, runs back to the old joke of 'how many *** does it take to ***'). I'm not really expecting a call but just wondered if any of the ntl guys who visit here could push a few buttons.

Just to make things worse, for no reason atall someone in customer services moved my STB onto the no broadband profile so i dont even have the internet

MagicMan · 04-08-2004, 11:00

Quote:

Originally Posted by Russ D

Welcome to the site!

IIRC you WILL still need for the MAC address to be registered before getting a PIN.

Don't forget that if you do call NTL, take the name and extension number of anyone who promises you anything.

Well, I have the names of the (very helpful) guys who I spoke to but alas, didn't get the extension for them. Still - I'm hopeful that something should happen today

although reading some other posts I'm getting less and less confident.

Russ · 04-08-2004, 11:07

It's essential to get the extension number and/or supervisor's names - it's the easist thing in the world for them to tell you whatever you want to hear in order to get you off the phone. Just taking their first names isn't good enough (they aren't supposed to give surnames) so it's best to get as much info as possible, even though the 'bad apples' are in the minority. Although this isn't restricted to NTL of course...

MovedGoalPosts · 04-08-2004, 11:09

Quote:

Originally Posted by gez

Just to make things worse, for no reason atall someone in customer services moved my STB onto the no broadband profile so i dont even have the internet

I would have expected that. If a dedicated modem is installed, the STB shouldn't be doing internet too.

gez · 04-08-2004, 11:14

Youre not joking its not restricted to ntl. I work for my parents during holidays (infact i should have been there today and yesterday but cant go due to waiting on ntl (i'll request compensation but doubt it.)) and we spend hours on the phone to call centers (mainly insurance companies though recently i've been onto BT and Telewest RE: adsl aswell) and it's slowly making me suicidal

I cant decide whether its worse to get an engaged tone as i have with ntl recently or to just be put on hold with that oh-so-irritating female voice.

I suppose i'll just have to go and ring back and refuse to get off the phone till they give me a PIN or something.

gez · 04-08-2004, 11:16

Quote:

Originally Posted by MovedGoalPosts

I would have expected that. If a dedicated modem is installed, the STB shouldn't be doing internet too.

Yeah i agree, however they killed my service yesterday morning... and they refuse to put it back on while they mess around making me a pin.

MagicMan · 04-08-2004, 11:28

On the two occasions I have rung they haven't said they won't give me the PIN, just that they can't as opne hasn't been created yet. My main gripe is that it really can't be that difficult to create one as the second guy I spoke to yesterday tried to raise one (or so he said) and had no joy.

Russ · 04-08-2004, 11:44

It wouldn't be fair to say "it can't be that difficult to create one" as we don't know the process involved.

MagicMan · 04-08-2004, 11:51

Quote:

Originally Posted by Russ D

It wouldn't be fair to say "it can't be that difficult to create one" as we don't know the process involved.

I understand that but its frustrating from an end user point of view. Don't get me wrong, I work in the IT business and I know problems do occur and are more likely when you have x number of customers and x number of devices on a network etc....

Like I said, its just frustrating. I'm in know way trying to be unfair on NTL (they do seem better than some other broadband suppliers) and I cannot fault the service based on the installation etc..... I'm just itching to get broadband goodness back as my DSL line was terminated when I moved house

Ignition · 04-08-2004, 11:58

I'm not entirely au fait with the process however when I had a SACM replacement the service tech who replaced the modem phoned up CS and arranged for the modem to be registered on the network before he left, isn't this the way it's supposed to be rather than a quick drop off modem and run?

Hell's Child · 04-08-2004, 13:48

At the moment SABS (the system used to manage bia on SACM) is not generating pins for upto 48 hours. If after this time the PIN still hasn't been generated there is a process where you can be registered manually (via Sales usually) then passed to Tech support for setup of the drivers etc.

Problem is if you have already had bia with us via set top box, you need to get tech support to assign your old mailbox id (so that your e-mail add stays the same)

As long as I don't get a mass amount of people asking me (I have work to do you know!!!) I can get the registry done for you if the pin hasn't been generated, PROVIDING you are in the new "london & north" area (i.e old NW, Leeds, some of the NE, and london). Drop me a pm with your acct no and i'll have a look.