Box Swap Today - No VoD?

IanGuy · 02-11-2006, 18:31

Hi, I had a box swap to a samsung 2100c today and it cleared up the problems I was having with my previous crappy pace, I'm really impressed with the speed of the box and actually enjoy browsing through menus now.

However, I get an IS001 error when trying to access On Demand or some types of interactive service. Will this fix itself in time or should it be working by now? (Box was installed 11am, now 6pm).

---------- Post added at 19:31 ---------- Previous post was at 17:48 ----------

UPDATE: I just rang CS and they said they'd forward the issue to their 2nd line department, and I should expect a call back within 6 DAYS!!!!

6 days, to sort out one person's problem.

awesometeeth · 02-11-2006, 20:15

no way! i would ask for a weeks refund then, thats awful.

Jules · 02-11-2006, 20:24

That is just not on, I would not be happy

IanGuy · 03-11-2006, 08:23

Any NTL employees here willing to sort my problem out quicker? I have all details to hand and would be willing to PM you them.

sstainer · 03-11-2006, 20:35

Quote:

Originally Posted by IanGuy

Hi, I had a box swap to a samsung 2100c today and it cleared up the problems I was having with my previous crappy pace, I'm really impressed with the speed of the box and actually enjoy browsing through menus now.

However, I get an IS001 error when trying to access On Demand or some types of interactive service. Will this fix itself in time or should it be working by now? (Box was installed 11am, now 6pm).

---------- Post added at 19:31 ---------- Previous post was at 17:48 ----------

UPDATE: I just rang CS and they said they'd forward the issue to their 2nd line department, and I should expect a call back within 6 DAYS!!!!

6 days, to sort out one person's problem.

6 days to sort simple interactive issue sorry but rubbish i say lol what software version does the box have 3.3 ? pg up pg dwn blue etc etc maybe someone at ntl does not know how to do things correctly ?

nikbedwell · 04-11-2006, 08:15

Quote:

Originally Posted by IanGuy

However, I get an IS001 error when trying to access On Demand or some types of interactive service. Will this fix itself in time or should it be working by now? (Box was installed 11am, now 6pm).

---------- Post added at 19:31 ---------- Previous post was at 17:48 ----------

UPDATE: I just rang CS and they said they'd forward the issue to their 2nd line department, and I should expect a call back within 6 DAYS!!!!

6 days, to sort out one person's problem.

See my thread as I had the IS001 error on my Samsung...

http://www.cableforum.co.uk/board/sh...ad.php?t=51996

Then you can ring tech support (151 from your ntl phone) and tell THEM why it's not working and what THEY have to do for you

IanGuy · 04-11-2006, 10:02

Lol, I wish I could get through to someone as helpful as 'Lisa'. I've called 3 times now, all times they've said they know about the problem and will be called back within 5 days (1 day gone).

spiderman2 · 05-11-2006, 17:03

IS001 eror code appears in 2 cases ...

1. if a customer is downgraded
2. If the services (on demand) is not active on the a/c.

U have mentioned that the STB was replaced at ur property recently, so i think The on demand is not active on ur a/c but if that was the case then it would have been made active for u rightaway.

So i think there is some major issue thats why ur case has been escalated to 2nd line.

These days 2nd has a lot of backloggs of escalations (specially for DTV), thats why u are given 6 days time.

& I am sorry for the fact that u wont receive any compensation for the loss of on demand services as these ser are free of cost which are provided by NTL.

IanGuy · 06-11-2006, 17:42

Phoned again today, got through to India

The guy on the end said the problem hadn't been logged and that I need to wait another 48 hours for 2nd line to sort it out!!! This is beyond.

IanGuy · 07-11-2006, 16:01

Update: Last night called once again, was told that they deactivated On Demand altogether for my box, and to call up today for it to be reactivated, this should sort out my problem I was told.

Called today to be reactivated, person on phone told me it was now activated and I should be able to view the content within 20 minutes. I rebooted box after 20 minutes, still exactly the same message, IS001. It is now 3 hours since, and am still in the same situation.

/cry.

Jules · 07-11-2006, 16:30

Faulty box maybe? Whatever the cause this is not on

IanGuy · 07-11-2006, 16:57

Another call to CS, got through to India, surprise.

Told the guy on the phone my situation and hightened my voice, and made sure he knew about all I had been through to get the on demand service working. His reply: "There is a request logged here for our technical department, you will definitely get a call within the next 2 days".

He then took my mobile number in case I was not in the house at the time of call, and then I told him about every person i've spoken to telling me another 2 days since i've had the problem (48 hours). He then proceeded to say "I am sorry Mr *My Surname*, but I cannot proceed to help you any further, you must wait for our technical department to contact you". He then hung up.

I've had some very good experiences with NTL customer services, but this experience is unexplainable. It's a 5 minute job to sort out on their end, it's not exactly going to make a huge difference to their supposed backlog if their '2nd line technical department' took the call there and then, and not a week down the line. Utterly stupid idea, the head of customer services should be fired for having such a stupid system. I have never known such an effort just for a simple service to be sorted out on a set top box or any other piece of equipment for that matter.

PLEASE I am begging anyone from NTL on this site to help me sort this issue out. I am at my wits end, people wonder why people steal from NTL with chipped boxes etc... I might aswell get one, as I would have no less service from it (ON DEMAND not available with them).

Absolutely pathetic.

quadplay · 07-11-2006, 19:51

Ian, PM me your account number, full name and address and the smartcard number from your STB (can be found by pressing Page Up, Page Down, Blue on your remote - it's on page 2, I think). I'll check this out for you.

A member of the admin team can confirm I'm an ntl staff member, and I recommend you await their confirmation before sending personal details to any forum poster.

IanGuy · 08-11-2006, 21:17

Check your PM's quadplay

Thanks for helping.

IanGuy · 09-11-2006, 16:49

Problem now fixed by quadplay!! Great guy, really is an asset to these forums, and to NTL.
Sorted my problem out in no time.