Exchanging Stb

[Checky]

Good morning.

Basically i want to exchange the Stb that i have here at the moment, its an old pace one and is as slow as a turtle walking backwards. Thing is though, admittedly i have been paying the mid tier rate since the upgrades and as you know with the pace box you can only get a 1Meg connection. Down to lazyness on my part really why i aint done anything about it yet. But since the software upgrade a couple weeks ago or even months now the tv service has been slow, unresponsive and just a nightmare. So basically i have a few questions.

Who would be the best people to call to get this sorted out asap as im only off this week then not sure when again.

I think i read that there is a fee for an engineer to be called out to replace equipment, in this instance would it apply? Seen as its ntl that upgraded the system, but hadnt upgraded our stb.

When they replaced the stb, who would do the registration of the mac address and such, would the engineer do it, or would i have to do it all? Admittedly i would like to just tell him a mac address to have registered and sort out the rest myself.

Finally how quickly would they be able to come out and do this?

Regards

Checky

[fireman328]

Originally Posted by Checky

Good morning.

Basically i want to exchange the Stb that i have here at the moment, its an old pace one and is as slow as a turtle walking backwards. Thing is though, admittedly i have been paying the mid tier rate since the upgrades and as you know with the pace box you can only get a 1Meg connection. Down to lazyness on my part really why i aint done anything about it yet. But since the software upgrade a couple weeks ago or even months now the tv service has been slow, unresponsive and just a nightmare. So basically i have a few questions.

Who would be the best people to call to get this sorted out asap as im only off this week then not sure when again.

I think i read that there is a fee for an engineer to be called out to replace equipment, in this instance would it apply? Seen as its ntl that upgraded the system, but hadnt upgraded our stb.

When they replaced the stb, who would do the registration of the mac address and such, would the engineer do it, or would i have to do it all? Admittedly i would like to just tell him a mac address to have registered and sort out the rest myself.

Finally how quickly would they be able to come out and do this?

Regards

Checky

I have tried numerous times to get a box which will allow me to take advantage of my entitlement to 2 meg. I have had two engineer vists and lots of calls to CS, they all say "it aint broke so you cant change it" !

They will not usually replace the box unless there is a problem with it, ie; an engineer determines that there is a problem with it.
Sadly it could be a few days before they come out, one recent poster has cancelled and gone elsewhere due to the long wait for an engineer.
Also bear in mind that should the box need replacing you have no say on which one you will get, this will be governed by which boxes the guy has in his van.
You simply need to report it as a fault and wait!

---------- Post added at 10:11 ---------- Previous post was at 10:09 ----------

Originally Posted by fireman328

I have tried numerous times to get a box which will allow me to take advantage of my entitlement to 2 meg. I have had two engineer vists and lots of calls to CS, they all say "it aint broke so you cant change it" !

I would say that their attitude may soften a bit if you call cs and ask for retentions, assuming you are willing and able to end the contract, they will usually react a bit sharply when faced with losing revenue

[Checky]

Originally Posted by arcamalpha2004

They will not usually replace the box unless there is a problem with it, ie; an engineer determines that there is a problem with it.

Surely not giving the connection speeds that is being paid for is classed as a problem?

[Paul K]

Think they state "up to" speeds now don't they?

[fireman328]

Originally Posted by Checky

Surely not giving the connection speeds that is being paid for is classed as a problem?

Well said ! I have been a customer of NTL for 4 years, Sky website next port of call then.

Originally Posted by Checky

Surely not giving the connection speeds that is being paid for is classed as a problem?

Dont get me wrong I see your issue.
NTL have behaved this way for years, just because you are paying for lets say 2mb that does not mean that the stb is capable of giving you what you pay for, how do they get away with it?
The solution is as I say, contact retentions directly, someone here will have the number.
Personally I got shut of NTL tv services because I was fed up of having to call cs every other week with an issue, so I went to sky+ and touch wood have been ok tv side of things, because NTL then took back their pace stb they gave me a modem for the broadband which helped to up the speed capability
As I also said, if you are to give them the ultimatum you must be prepared to go through with the threat, on the other hand you may get a surprise
You wont know if you dont try

[lostandconfused]

call CS, they cant really do anything about the slow STB as its down to a faults tech to decide if there is a fault,
CS can however arrange you to have a cable modem fitted FOC so you can get the full speed

[Checky]

Originally Posted by lostandconfused

call CS, they cant really do anything about the slow STB as its down to a faults tech to decide if there is a fault,
CS can however arrange you to have a cable modem fitted FOC so you can get the full speed

Will try and see if they will do that then, will they disconnect the connection at all in the meantime while waiting for that be installed? or will they install the modem then disconnect it? As at the moment, cant really afford to be offline for a period of time

[Jules]

They will do it all on the day that they bring your modem (or at least should do)

Fireman why don't you just ask for a modem

Are modems now fitted FOC for STB customers, or is there still a £50 charge?

[Rohan]

Couldn't you just upgrade to 4mb speed for a month (min. time I think) to get a new set top box, then after the month is over switch back to 2mb and keep the new STB?

Or are there some conditions that prevent you from doing that?

[lostandconfused]

if you want to upgrade your BB speed from 1-2 or 2-4 you will still get a cable modem, they are no longer swapping stb's for increase of BB speed.

install of a cable modem is free

Originally Posted by lostandconfused

if you want to upgrade your BB speed from 1-2 or 2-4 you will still get a cable modem, they are no longer swapping stb's for increase of BB speed.

install of a cable modem is free

IF a cable modem is now free to existing customers (i.e. not 'upgrading' customers), then I'll be on the phone next week. I've put up with 'up to' 5-6 MB up to now because I object on priniciple to paying £50 because NTL-installed equipment (Samsung STB) can't support the 10MB I'm paying for.

[lostandconfused]

yep just call CS and explain you want a SACM and they'l book it for you, if you do have any problems post back