now been 24hrs

_simon_ · 11-02-2005, 13:53

It's now been 24hrs and the family pack & movie pack have not yet been activated. Does it normally take longer? Don't want to have to call CS if it's normal for it to take a few more hours.

quadplay · 11-02-2005, 14:07

It shouldn't take that long, but it's not unknown. A quick call (if that's possible!) might be a good idea, just to check everything is in order!

Either that, or I'm sure Debsy will be along in a moment to rescue the situation!

_simon_ · 11-02-2005, 14:18

bit confusing, the guy told me we're not down for any tv at all despite having it confirmed yesterday when i called up.

he then said that it could just be "taking it's time" and to call back tomorrow.

Can anyone who works for ntl enlighten me further or double check?

11-02-2005, 14:24

id phone them back again. To say call back tomorrow is shocking service.

quadplay · 11-02-2005, 14:26

It depends which system you're in, but it should show up somewhere if it's been ordered, even if the package isn't active yet... What's the first half of your postcode?

_simon_ · 11-02-2005, 14:31

St17

Helix · 11-02-2005, 14:42

We got our digital TV installed this morning at about 10am but the channels haven't come on yet. How long is the wait normally as the installer didn't tell us. The Analogue signal was cut off at midnight last night so I would have thought that would have activated digital. All we can get at the moment is BBC channels, ITV 1 + 2 and Channel 4. We're on the base pack.

Is it 24 hours to wait and will customer services be open tommorow if we still have problems.

Thanks
Steve

_simon_ · 11-02-2005, 14:45

I was originally told 24hrs but either that's not the case or something has gone wrong

nfs6600 · 11-02-2005, 16:25

Thought I would shed some light on the situation for those of you having problems..

For them to say call back tomorrow is simply rubbish. I can see that you are both on the Harmony system which would explain some things! All this week there have been maor problems with SABS sending the hits through - simply they havn't been sending!
Call CS again and tell the agent you talk to on the phone to check in "Service Activate" (This is located on the drop box on the top left on your account screen) If there is "Digital Service" in here then it simply needs to be activated. You will need to give the agent your STB number - This will start 030 if you have a PACE or 1044 if you have a Samsung. Also the smartcard number - startig 06. The agent should then be able to activate it on the system.

Please keep in mind that this week the system has had problems with sending hits through to the STB's so be patient. Something else you could ask the agent to check is that the hits are actally pending. They should know howto view this, if not ask to speak to there Team Leader

Any problems, please ask!

Paul

Helix · 11-02-2005, 16:40

Our channels have just come on now. But interactive still isn't working. I get a message saying this service is currently unavailable. Is this just a current problem or is it a problem with the new install

Thanks

nfs6600 · 11-02-2005, 16:50

Call in just to check that it has went through on the hits. If they do there job correctly they will send a refresh down to your stb in an attempt to resolve the problem. They will more than likely tell you to call back tomoror,w but give it an hor or so then call back as the hits should have came through by then.

If you still don't have the interactive then they will need to stage it to fms, after that its in the hands of the network specialists. Who might end up sending a tech out as no reverse path - basically your box is FUBAR

Paul

_simon_ · 11-02-2005, 16:56

that's great thank you.

I spoke to a very helpful lady who worked out all of the above without me having to tell her, although she did seek help from somone else which is a lot more than the guy this morning did.

She says she's sent an e-mail (which she kindly let me hear her type) to "another department" who can sort this out for me. The packages *should* be on within 24hrs....

nfs6600 · 11-02-2005, 17:16

Quote:

Originally Posted by _simon_

that's great thank you.

Not a problem

Quote:

Originally Posted by _simon_

She says she's sent an e-mail (which she kindly let me hear her type) to "another department" who can sort this out for me. The packages *should* be on within 24hrs....

and I bet I know which department that is!!

They will be on in around 2 - 3 hours mate, all depends who picks the email up and how long the delay is on the system today. I emailed a collegue to get sports added this morning and they have just came through.

Paul

garyparson · 11-02-2005, 17:27

I bet you don't get a discount for the hours or days in some cases of service that you haven't had!

_simon_ · 11-02-2005, 17:32

to be honest as long as it's done today/tomorrow i don't care about a discount. If it starts dragging on for a week or so then i'll be looking for one. But i have faith!

Thanks again paul.

I work in customer services myself (CS Supervisor) for a telecoms company and i know what it's like. I keep badgering people until stuff is done.