11-02-2005, 12:54
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#1
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Inactive
Join Date: Jun 2004
Posts: 29
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lost smartcard....and
2 things ....my 20 month old son has lost our smartcard from the set top box...turned the place upside down ...can't finf it...NTL say that they will heve to replace the samsung box for £25.00 plus call out charge of £25.00. ...any work around to this problem........the other thing the 1 yr contract is up for renewal ....we signed the special deal for BB and PHONE and basic TV package for about £50.00 a month....workswell ...BB speed now up to 750k ish...how much will a new contract cost us....same cost or will the special deal finish and costs increase 
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11-02-2005, 13:33
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#2
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Inactive
Join Date: Jun 2003
Location: 127.0.0.1
Age: 62
Posts: 15,868
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Re: lost smartcard....and
In the past the contract has always just kept going for me on the same terms. The only time service levels and thus costs have altered seems to be when ntl mpose an annual change, say for TV, or if I ask for a different bb speed.
As for the smart card. I think you are in trouble. It's esential to the STB seems to be coded to the STB so that is it. Why they can't just post a new one to you though I don't understand, no doubt some lame technology reason. Even if they could post to you, I'd still expect an admin charge for doing so, given that it's hardly their fault your littlun has kleptomanic tendencies 
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11-02-2005, 14:15
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#3
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cf.geek
Join Date: Feb 2005
Location: A House
Age: 42
Services: All
Posts: 592
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Re: lost smartcard....and
Quote:
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Originally Posted by MovedGoalPosts
In the past the contract has always just kept going for me on the same terms. The only time service levels and thus costs have altered seems to be when ntl mpose an annual change, say for TV, or if I ask for a different bb speed.
As for the smart card. I think you are in trouble. It's esential to the STB seems to be coded to the STB so that is it. Why they can't just post a new one to you though I don't understand, no doubt some lame technology reason. Even if they could post to you, I'd still expect an admin charge for doing so, given that it's hardly their fault your littlun has kleptomanic tendencies |
As an engineer is needed to make sure things are done correctly basically. I can't see why she needs a new box though. All that need be doing is the smartcard changing on the system. And £25 for a new box?! I think they're telling porkies on that one. Charge for new boxes is around £150 if I recall correctly.
Give them a call and ask if they can just send you the card (I would imagine they can, but never worked in faults so no idea), saves you waiting in for an entire timeslot for a tech to come. All you hav eto do then is call and inform CMC of the new card number and they can swap it over.
Paul
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11-02-2005, 14:28
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#4
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cf.mega poster
Join Date: Jun 2003
Location: England
Services: I no longer receive cable services, I blame the inept accounts dept for that.
Posts: 3,732
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Re: lost smartcard....and
Have you tried inside the VCR?
out of one slot & into another was very commonplace with mine.
(as was putting it down thier nappies - lol).
__________________
Not really visiting CF much these days....
If you need me, PM me.
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11-02-2005, 16:33
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#5
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Hello !
Join Date: Mar 2004
Location: Somewhere
Services: AppleTV, Netflix
Posts: 16,803
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Re: lost smartcard....and
Ah good idea that.
Kids like posting things thruogh the "letterbox" of the VCR.
I remember a friend who found a load of Malteesers chocolates put into his VCR once.
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11-02-2005, 16:50
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#6
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Inactive
Join Date: Oct 2003
Location: High Sea's
Age: 57
Posts: 96
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Re: lost smartcard....and
The cards are paired to the boxes , so its not possible to send a new card , the whole lot has to be replaced by an engineer. hence the £25 callout charge. When i worked in faults a new box was £150
Andy E
ntl pirate
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11-02-2005, 17:05
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#7
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Inactive
Join Date: Jun 2003
Location: Huthwaite, Nottinghamshire
Services: VM 10Mb, TU, 1xSky HD, 2xSky+ (HD,all packs, sports & movies) 2xDVD PVR's, Freesat Freeview & other
Posts: 4,536
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Re: lost smartcard....and
Quote:
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Originally Posted by Andy E
The cards are paired to the boxes , so its not possible to send a new card , the whole lot has to be replaced by an engineer. hence the £25 callout charge. When i worked in faults a new box was £150
Andy E
ntl pirate
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That's sounds a load of rubbish about not being able to send a new card. How is the original card paired to the STB in the first place? Sky send out new cards occasionally and will pair a card to a different box if asked. There is something drastically wrong with NTL if they can't perform a simple task like sending a new card and pairing it.
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11-02-2005, 17:56
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#8
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Inactive
Join Date: Jun 2003
Location: Various
Services: 9am, 1pm and 8pm daily
Posts: 2,055
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Re: lost smartcard....and
Sky use MediaGuard (I think), ntl/Telewest use NAGRAVision. Different systems, and they work in different ways.
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11-02-2005, 18:05
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#9
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Inactive
Join Date: Jun 2003
Location: Huthwaite, Nottinghamshire
Services: VM 10Mb, TU, 1xSky HD, 2xSky+ (HD,all packs, sports & movies) 2xDVD PVR's, Freesat Freeview & other
Posts: 4,536
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Re: lost smartcard....and
Quote:
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Originally Posted by jimbo
Sky use MediaGuard (I think), ntl/Telewest use NAGRAVision. Different systems, and they work in different ways.
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They may use different systems but the principle should be the same. You have a smartcard containing a chip which needs programming whether it be a new card for a new box or a replacement card for an existing box.
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11-02-2005, 18:09
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#10
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Permanently Banned
Join Date: Jun 2003
Location: norton , teesside
Age: 58
Posts: 10,571
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Re: lost smartcard....and
Quote:
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Originally Posted by Andy E
The cards are paired to the boxes , so its not possible to send a new card , the whole lot has to be replaced by an engineer. hence the £25 callout charge. When i worked in faults a new box was £150
Andy E
ntl pirate
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seems rather weird to me as well , the card may be paired to the box to stop ppl taking sky sports round there mates house but i cannot see how a card cannot be paired to any box that ntl chooses it to be paired to , however , if someone can supply a link to prove otherwise then i will read it 
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11-02-2005, 18:15
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#11
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Inactive
Join Date: Dec 2003
Age: 45
Services: SkyQ 2TB - Multiroom x3,
VM 350Mb cable broadband.
Posts: 702
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Re: lost smartcard....and
Quote:
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Originally Posted by ianathuth
That's sounds a load of rubbish about not being able to send a new card. How is the original card paired to the STB in the first place? Sky send out new cards occasionally and will pair a card to a different box if asked. There is something drastically wrong with NTL if they can't perform a simple task like sending a new card and pairing it.
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With respect NTL are the ones who run the business so they can do so how they seem fit and the gentleman who has lost his smartcard is not a SkyDigital customer he is an NTL one therefore it is irrelevant what sky would do or how Sky choose to work, NTL choose to pair the cards in house and if a card is lost or broken then they charge for a new card and a call out to replace the STB which incidentally will come with the new card.
If you ask nicely sometimes they will waiver the call out charge or the charge for the new card sometimes even both but it depends on the approach made.
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11-02-2005, 18:17
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#12
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Inactive
Join Date: Oct 2003
Location: High Sea's
Age: 57
Posts: 96
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Re: lost smartcard....and
Quote:
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Originally Posted by ianathuth
That's sounds a load of rubbish about not being able to send a new card. How is the original card paired to the STB in the first place? Sky send out new cards occasionally and will pair a card to a different box if asked. There is something drastically wrong with NTL if they can't perform a simple task like sending a new card and pairing it.
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What do I know I only worked for them for seven years... as an installer/ sevice then inside to faults, If a card was lost or damaged the box had to be replaced. Thanks for rubbishing my post ... i'll not bother offering any advice in future. Obviously you know a lot more than me
Andy E
ntl pirate
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11-02-2005, 18:21
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#13
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Permanently Banned
Join Date: Jun 2003
Location: norton , teesside
Age: 58
Posts: 10,571
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Re: lost smartcard....and
Quote:
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Originally Posted by Andy E
What do I know I only worked for them for seven years... as an installer/ sevice then inside to faults, If a card was lost or damaged the box had to be replaced. Thanks for rubbishing my post ... i'll not bother offering any advice in future. Obviously you know a lot more than me
Andy E
ntl pirate
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i dont think there was any deliberate rubbishing going on , more of a case of not believing that ntl could not perform a seemongly simple task such as this
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11-02-2005, 18:23
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#14
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Inactive
Join Date: Dec 2003
Age: 45
Services: SkyQ 2TB - Multiroom x3,
VM 350Mb cable broadband.
Posts: 702
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Re: lost smartcard....and
Quote:
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Originally Posted by paulyoung666
i dont think there was any deliberate rubbishing going on , more of a case of not believing that ntl could not perform a seemongly simple task such as this |
NTL could perform this 'seemingly simple' task, however business practice is to offer the equally 'seemingly simple' task of sending an engineer around to the property to perform a box swap.
Wheres the discussion?
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11-02-2005, 18:27
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#15
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Inactive
Join Date: Jun 2003
Location: Huthwaite, Nottinghamshire
Services: VM 10Mb, TU, 1xSky HD, 2xSky+ (HD,all packs, sports & movies) 2xDVD PVR's, Freesat Freeview & other
Posts: 4,536
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Re: lost smartcard....and
Quote:
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Originally Posted by Andy E
What do I know I only worked for them for seven years... as an installer/ sevice then inside to faults, If a card was lost or damaged the box had to be replaced. Thanks for rubbishing my post ... i'll not bother offering any advice in future. Obviously you know a lot more than me
Andy E
ntl pirate
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I am not trying to rubbish your post in any way and accept that you have told us the way that NTL do things. I apologise if I have caused you offence, Also, as gooner4life says, if that is the way NTL want to do things then they are free to do so.
My grouse is that on the surface it would appear that NTL could do the same as Sky if they so wished and thereby avoid tying an engineer up with a job that isn't really needed. He could be better employed fixing another customers problem which does need an eengineer visit. Is there any technical reason why they cannot issue a new card and post it to the customer?
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