Can I get a new Box?

dcclanuk · 09-07-2010, 12:38

So I have had the tv service from VM for quite a while now, and the box I have is an old PACE "ntl:" branded box. Probably about 5+ years old.

There are 2 main problems:

1) The sound keeps going intermittently. So it is not a smooth viewing experience. This happens on more than one channel so I am not sure if this is a box problem or the feed from VM.

2) Channels take about 4 seconds to change. There is the delay in changing channel aswell as the new channel to show picture once the channel has been changed [so in total taking about 4 seconds].

Both of these things have been going on for some time, but I haven't bothered to call into VM yet as I hardly watch the tv, and since I was home this week I noticed it and it is quite annoying

Do you think a new box would fix problem 1)? I am pretty sure it will fix problem 2). I am in the HA0 area if that helps with regards to a technical issue for Problem 1).

Thanks

Digital Fanatic · 09-07-2010, 12:40

Quote:

Originally Posted by dcclanuk

So I have had the tv service from VM for quite a while now, and the box I have is an old PACE "ntl:" branded box. Probably about 5+ years old.

There are 2 main problems:

1) The sound keeps going intermittently. So it is not a smooth viewing experience. This happens on more than one channel so I am not sure if this is a box problem or the feed from VM.

2) Channels take about 4 seconds to change. There is the delay in changing channel aswell as the new channel to show picture once the channel has been changed [so in total taking about 4 seconds].

Both of these things have been going on for some time, but I haven't bothered to call into VM yet as I hardly watch the tv, and since I was home this week I noticed it and it is quite annoying

Do you think a new box would fix problem 1)? I am pretty sure it will fix problem 2). I am in the HA0 area if that helps with regards to a technical issue for Problem 1).

Thanks

Hi,

Just call Support on 151 and they will send a tech out to swap the box if needed. What PACE model is it?

dcclanuk · 09-07-2010, 12:48

Quote:

Originally Posted by Digital Fanatic

Hi,

Just call Support on 151 and they will send a tech out to swap the box if needed. What PACE model is it?

I don't know the model number. Is there a page with pictures of the boxes? I can tell you which one from that

Edit: I think it is a Pace 4000 series (users in original NTL areas)

Digital Fanatic · 09-07-2010, 14:55

Quote:

Originally Posted by dcclanuk

I don't know the model number. Is there a page with pictures of the boxes? I can tell you which one from that

Edit: I think it is a Pace 4000 series (users in original NTL areas)

If it's a PACE 4000 then it would have to have a fault, so make sure you tell Support all the issues you've had and you'll get a tech visit to replace. From what you are saying, it's not normal service and does require swapping out.

dcclanuk · 22-09-2010, 17:43

Quote:

Originally Posted by Digital Fanatic

If it's a PACE 4000 then it would have to have a fault, so make sure you tell Support all the issues you've had and you'll get a tech visit to replace. From what you are saying, it's not normal service and does require swapping out.

I finally called today, and said the channels take too long to change and sound is cutting now and then.

I called about 5pm or so, and he goes to me the earliest I can get a tech out is.................. TOMORROW between 8am-Midday

Quick! I just hope the tech turns up, coz he said I would be charged Â£10 if i was not at home..... do i get to charge Â£10 if he doesnt turn up? LOL let's hope it all goes smoothly

Peter_ · 22-09-2010, 19:28

Quote:

Originally Posted by dcclanuk

I finally called today, and said the channels take too long to change and sound is cutting now and then.

I called about 5pm or so, and he goes to me the earliest I can get a tech out is.................. TOMORROW between 8am-Midday

Quick! I just hope the tech turns up, coz he said I would be charged Â£10 if i was not at home..... do i get to charge Â£10 if he doesnt turn up? LOL let's hope it all goes smoothly

The tech will be there by 1230 at the latest and it is likely that he will swap the box out so keep us posted.

22-09-2010, 19:35

Quote:

Originally Posted by Masque

The tech will be there by 1230 at the latest and it is likely that he will swap the box out so keep us posted.

Just out of curiosity replacement boxes are all now VHD boxes?

Peter_ · 22-09-2010, 19:38

Quote:

Originally Posted by mlayzell

Just out of curiosity replacement boxes are all now VHD boxes?

If your box is replaced you will get whatever the tech has on the van, but if you receive a Cisco box it will only be able to be used as a SD box unless you pay for it to be upgraded to a HD box and have the relevant package to go with it.

jb66 · 22-09-2010, 19:54

Quote:

Originally Posted by Masque

The tech will be there by 1230 at the latest and it is likely that he will swap the box out so keep us posted.

1255 latest

---------- Post added at 20:54 ---------- Previous post was at 20:53 ----------

Quote:

Originally Posted by mlayzell

Just out of curiosity replacement boxes are all now VHD boxes?

You'll get a samsung 2110 unless the engineer has none then you would get a VHD with the HD not activated, but if your on xl tv you could ask the engineer to upgrade you to a v+ for Â£49 with no installation fee

Peter_ · 22-09-2010, 19:58

Quote:

Originally Posted by jb66

1255 latest

You'll get a samsung 2110 unless the engineer has none then you would get a VHD with the HD not activated, but if your on xl tv you could ask the engineer to upgrade you to a v+ for Â£49 with no installation fee

We are told up to 30 minutes after the slot time.

I knew you would come up with the right offer.

22-09-2010, 19:58

Quote:

Originally Posted by Masque

If your box is replaced you will get whatever the tech has on the van, but if you receive a Cisco box it will only be able to be used as a SD box unless you pay for it to be upgraded to a HD box and have the relevant package to go with it.

Hi Masque

I know about the HD activation charge, I just got the impression from this forum all replacement non PVR boxes were Cisco ones

jb66 · 22-09-2010, 20:00

Quote:

Originally Posted by Masque

We are told up to 30 minutes after the slot time.

I knew you would come up with the right offer.

Sorry I was thinking of the install time slot, 1230 it is

Peter_ · 22-09-2010, 20:00

Quote:

Originally Posted by mlayzell

Hi Masque

I know about the HD activation charge, I just got the impression from this forum all replacement non PVR boxes were Cisco ones

As I expect jb66 will confirm if they have a Samsung box then you may get that instead, but that V+ offer is a good one for Â£49 and I would go for that to be honest.

22-09-2010, 20:18

Quote:

Originally Posted by Masque

As I expect jb66 will confirm if they have a Samsung box then you may get that instead, but that V+ offer is a good one for Â£49 and I would go for that to be honest.

Yes I am happy with my V+ box, I suppose these standard Samsung boxes are non HD compatible? I just the impression from a previous thread that Cisco was become the standard install box, it would make commercial sense to have boxes allowing for HDMI and possible HD activation

jb66 · 22-09-2010, 20:24

Quote:

Originally Posted by mlayzell

Yes I am happy with my V+ box, I suppose these standard Samsung boxes are non HD compatible? I just the impression from a previous thread that Cisco was become the standard install box, it would make commercial sense to have boxes allowing for HDMI and possible HD activation

It's cheap to refurbish samsungs