V+ isntalled yesterday - still no subscribed channels

Nilrem · 27-02-2007, 14:33

Hi

We had our V+ installed yesterday afternoon and whilst the picture is great, there is a minor problem.
None of our subscribed channels are working on it, I've called and been re hit twice yesterday and twice today with no luck, the CS guy the second time this morning booked an engineer out for this afternoon (great I thought), and he's been and gone after checking the signals and getting it re hit - but still no channels.

Has anyone else had this, and is it a case of a new box or problem with the system in our area? (the engineer seemed a bit harassed, in a hurry and didn't have another V+ box).

I'm off to ring CS/tech up for the fifth time

Biohazard55 · 27-02-2007, 14:36

Hi,

Have you still got your old Set Top box, if you have make sure that you mention that fact to the CS person.

My V+ was not working and after a few phone calls I told the CS engineer that I still had the old Set Top box... ten minutes later the whole service was up and running perfectly, seems a setting had not been changed on my account to reflect the new box.

anyway hope that helps

Nilrem · 27-02-2007, 14:53

We've got two of the 3 old STB's here, the one that was replaced had turned off in the early hours of the morning they were coming out to do the V+ box - so I would have hoped that that would not have been the problem.

I'm just debating giving them another ring (I've just got off the phone booking an engineer for Thursday) to check they have got the right boxes as active on the account, although they already asked for the card number on the V+ box when I rang this morning and yesterday.

Nedkelly · 27-02-2007, 15:51

Hi as you said in your post the best thing to do is to get all the details of your boxes then call up and get them to check them on the act .As for the v+ service the box has not been hit but they insist on sending a tech out god knows why tell them to make sure the right box is on the system .Get them to check the hists to the box see if they have failed if they can not do this then ask them to get second level to look at the acct and the hits.Why do they insist on sending us techs when it can be done over the phone

Nilrem · 27-02-2007, 16:58

I'll give them a ring in the morning with the details of the cards/boxes, as to be honest i cannot face calling again tonight

(i've already been on the phone to them 4 times today, 3 times about this box, once to sort out the swap of our old cable modem as the tech couldn't get it registered when he replaced the tailfin).

SimonB · 27-02-2007, 22:49

Quote:

Originally Posted by Nilrem

Hi

We had our V+ installed yesterday afternoon and whilst the picture is great, there is a minor problem.
None of our subscribed channels are working on it, I've called and been re hit twice yesterday and twice today with no luck, the CS guy the second time this morning booked an engineer out for this afternoon (great I thought), and he's been and gone after checking the signals and getting it re hit - but still no channels.

Has anyone else had this, and is it a case of a new box or problem with the system in our area? (the engineer seemed a bit harassed, in a hurry and didn't have another V+ box).

I'm off to ring CS/tech up for the fifth time

Did you get this solved?

I had my V+ installed yesterday and don't get any of my subscribed channels. They still work on the old set top box but just not on the new one. On Demand isn't working on either box.

Phone call 1 at 3pm yesterday: "Don't worry sir, the system has to wait for the engineers to activate the box, they do this at 6 at the end of the day so the channels will be on then".

Phone call 2 at 6.45pm yesterday: "Not sure why you were told that, it takes 24 hours from installation for the signal to be sent to get all the channels activated. Whatever you do don't turn our box off and interrupt this signal"

Phone call 3 at 8.30pm today: "Turn it off and back on again". Didn't work. "I will send a signal to the box and the channels will definitely be there by 9 at the latest".

Phone call 4 at 9.30pm today: "You need an enginner to visit. The next available slot in your area is 8-1 on Saturday"

Any advice from anyone on what this is likely to be and whether there is anyway of getting this solved quicker than waiting for an engineer?

spin20vt · 28-02-2007, 07:57

Quote:

Originally Posted by SimonB

Did you get this solved?

I had my V+ installed yesterday and don't get any of my subscribed channels. They still work on the old set top box but just not on the new one. On Demand isn't working on either box.

Phone call 1 at 3pm yesterday: "Don't worry sir, the system has to wait for the engineers to activate the box, they do this at 6 at the end of the day so the channels will be on then".

Phone call 2 at 6.45pm yesterday: "Not sure why you were told that, it takes 24 hours from installation for the signal to be sent to get all the channels activated. Whatever you do don't turn our box off and interrupt this signal"

Phone call 3 at 8.30pm today: "Turn it off and back on again". Didn't work. "I will send a signal to the box and the channels will definitely be there by 9 at the latest".

Phone call 4 at 9.30pm today: "You need an enginner to visit. The next available slot in your area is 8-1 on Saturday"

Any advice from anyone on what this is likely to be and whether there is anyway of getting this solved quicker than waiting for an engineer?

I have a similar thing my v+ box was installed yesterday and at first i was getting no subcription channels and after a few calls to faults they managed to get VOD working and the channels ungreyed in the guide but when i go onto them there just black no picture

Nilrem · 28-02-2007, 09:07

Just got off the phone to CS, they were showing two boxes as active for the account (it should be 3 I believe, unless she meant two activated not including the one that isn't working yet), so I gave her what I hope were the correct details for all 3 boxes (why isn't the ntl serial number more obvious? or at least easier to read).

She is going to pass it on to second line for them to try and deal with in the next couple of hours.

I'm semi hopeful that the V+ box will activate now, but suspect the result will be that one or both of the Samsung boxes will turn off :p
Could it be a problem with the way the system deals with more than two STB's I wonder (i've had similar problems almost every time we've had one of our 3 boxes changed)

oval73 · 28-02-2007, 17:42

I've been having a similar problem since installation last Thursday. Still not sorted - more details on this thread http://www.cableforum.co.uk/board/10...t-install.html

Nilrem · 01-03-2007, 12:17

Sounds like almost exactly the same thing - I suspect that if it's not sorted today my father is not going to be very happy, as we've been without Discovery in the lounge since Monday

Nilrem · 01-03-2007, 14:36

Just had a very nice, if slightly hurried guy (his van broke down this morning thanks to dodgy petrol) replace the box

5 minutes later and it all appears to be working, although I'm not sure if that's thanks to the new box or him getting the new box registered properly (he didn't try to re register the old one).

spin20vt · 02-03-2007, 08:51

had mine fixed also today the engineer had it sorted before he even come to my house said there have been problems creating the v+ accounts properly i now have all the channels

Drjohn · 03-03-2007, 17:12

I had the same problem, and it is definitely solved over the phone. make sure when you ring CS you get throught to the V+ help, if nobody can solve it insist on speaking to a supervisor. It is a registration issue, and it probably requires your old set top box to be turned off for the Hit.

RUSTY · 03-03-2007, 17:20

Drjohn is spot on and it`s worth a try if CS say they have `sent a new signal` to reboot the box.