Sales bodge, derby area problem or something else?

Siuko · 09-12-2005, 09:12

Hi there all (and especially any of the nice helpful NTL poeple on here)

I have TV and 3mb Broadband through my set top box. I phoned CS to ask about upgrading to 10mb and was told that I would require a SACM install and it would be a free install.

Yesterday the engineer turned up and said that the job he had listed ment that he would not be able to install the SACM as the job stated it was a new SACM install connected straight into the cable without the STB connection.

He contacted someone with his very nice laptop (damn let me have one of those!) and asked whether he could install the SACM with a splitter between the STB and SACM and was told no and that he would have to just provide BB through the STB. After I had explained to him that I already had 3mb BB through my STB and that the CS had choosen to issue the install of the SACM he contacted someone through his laptop again and was asked for the SACM mac address and went ahead with the install. He told me due to the change in the job the support poeple would have to contact Sales and issue a different job request for him to finalise the job.

Now this all seemed fine to me - I would still have TV and BB through my STB until my pin number came through for my SACM (eventually once the pin number system works properly hehe) and then I could register my SACM and get 10mb... and then just cancel my internet through my STB - this is how the first CS person had explained it would happen.

So this is what actually happened...

After the install my internet was still working and I decided later on (about 6pm) to watch TV and when I turned my TV on nearly all my channels say that I am not subscribed to the channels and cannot view them and that I should phone for a package change. I can view the free channels fine (BBC etc).

I then rebooted my STB to see if it would sort itself - as the STB's often do.
Sadly all that this did was make it so I also lost internet access.

Now here is the thing...

I phoned the Digital TV support line and an automated message mentions a problem in Derby in my area and that its being looked at so I can understand that this may be the reason for my TV not working correctly but no where does it state I should have a problem with my internet.

So is this problem ALL related to the Derby issue and I will just have to wait for that to be fixed or is it a mixure of 2 issues. Is my TV off becuase of the derby issue and is my broadband off becuase someone at NTL has turned off my STB BB and replaced it with SACM BB?

Is there any NTL people here who could maybe shed more light on my problems?

Thanks in advance for any help anyone can provide and I'm crossing my fingers it gets fixed soon as its the weekend!! What am I going to do with myself without internet!

MovedGoalPosts · 09-12-2005, 10:33

Chances are that something has got confused / corrupted / deleted during your upgrade or switchover. I'd give it a couple of hours for the Derby area fault to be resolved Then try and reboot everything. If it still don't work phone CS faults and let them look into it all.

Siuko · 09-12-2005, 12:16

Update 1

Just phoned faults about the problem and they told me that my STB wasnt registered any more so it seems like they sadly did what I was worried they might have done.

Looks like due to the original order being only for a SACM install the order went through as that and all my STB facilities were cancelled.

I then phoned the package change poeple up and got my TV re-enabled fairly easily but I am still waiting on either my new SACM pin (sounds like the servers are running again now for the pin - but a backlog of pins is being processed) or waiting for an order to go through so he can re-enable my STB BB until my new pin arrives...

So I'll wait until I get home and see how much further things have gone