NTL Samsung Box - a mind of its own!

abirks · 10-02-2005, 16:54

There is a known fault on the NTL Samsung boxes where they change their settings (eg into wide-screen) & cannot be reset.

I contacted ntl & was advised that this is a widespread fault that ntl are aware of & is common on the Samsung boxes. It will be fixed by a download whcih I was told will take place in JUNE '05 & was I prepared to wait? WHAT??? Am I prepared to continue to pay for a service I am not recieving? Are they stupid at ntl?

If we all took this approach we would be paying HP on cars that don't start and monthly charges for mobile phones that don't make calls!

My box was replaced by another Samsung 3 weeks ago which worked for a time but has now gone wrong too!

Has anyone else had this problem?

I emailed the NTL CEO Aizad Hussain to complain & someone called me back although the situation has changed little! If you have had this problem perhaps you could email him too? Perhaps then he will take this problem & his customers more seriously!

Neil · 10-02-2005, 17:00

*Moved to ntl Cable TV Discussion forum.

absl · 10-02-2005, 17:36

Quote:

I emailed the NTL CEO Aizad Hussain to complain & someone called me back although the situation has changed little! If you have had this problem perhaps you could email him too? Perhaps then he will take this problem & his customers more seriously!

Did you really expect something would be done straight away over the phone !!

ian@huth · 10-02-2005, 17:52

I didn't know that Aizad had been promoted. What has he done to deserve that? I thought that Simon Duffy was CEO and Aizad Vice President of Corporate Development.

10-02-2005, 20:44

i get it very rarely, just a reboot fixes it though. the engineer told me about the situation when installing the box

nfs6600 · 11-02-2005, 14:38

Just give CS a call and say that you will discon unless you get some sort of discount. In all fairness though the engineer did make you aware, if you were not prepared to put up with such a small problem then you should have reconsidered the installation. Also, please don't call faults and request a PACE box (Don't have the ratio problem switching to widescreen) unless you are willing to face a call out charge and charged for a new box

Paul

garyparson · 11-02-2005, 15:25

If he's got a faulty box then why would he be charged. Kind of cheeky that.

While you're readying your smart arse reply bear in mind one fact. 'It's faulty'.

nfs6600 · 11-02-2005, 15:37

Quote:

Originally Posted by garyparson

If he's got a faulty box then why would he be charged. Kind of fcuking cheeky that.

While you're readying your smart arse reply bear in mind one fact. 'It's faulty'.

Have you actually read his post correctly? It's a known issue, not a faulty box. It lies withing the software of the box and there is a way around it by means of rebooting the box. Also, the issue doesn't arise that often anyway so it's not as if you are having to constantly get up to reboot the box. If you can't be bothered to get up to reboot, get a long stick to access the switch on the wall

Paul

HD462 · 11-02-2005, 15:47

Oh so them calling it a 'known issue' makes it not a fault does it. Imagine going and buying a new TV and it keeps distorting the picture, they tell you it's a 'known fault', and that you should keep turning it off, leave for a few minutes and turn it back on......I think they'd be told where to stick it.

It doesn't work as iit's supposed to, therefore it's faulty. Sale of Goods Act also applies to services you know...not fit for intended purpose springs to mind.

Here's another scenario: you buy a new car. It decided to only do a max of 30mph every 20 miles. You phone the garage, they say it's a 'known fault', just turn the engine off and re-start it and it'll be ok...yeah right.

all said tongue in cheek mind you, we've had the Samsung box about 4 weeks now, and only had it happen once up to now

nfs6600 · 11-02-2005, 15:55

Agree entirely, but remember...this is ntl. They will more than likely try to imply a charge for sending an engineer out as it's not recognised as a fault. If it were to have no functionality at all then it would be seen as a fault. It's pathetic I know, but this is the way things are in ntl

Paul

HD462 · 11-02-2005, 15:59

Quote:

Originally Posted by paul_v42

Agree entirely, but remember...this is ntl. They will more than likely try to imply a charge for sending an engineer out as it's not recognised as a fault. If it were to have no functionality at all then it would be seen as a fault. It's pathetic I know, but this is the way things are in ntl

Paul

Only if you let them though. Start quoting SOGA at them, and threaten to pull your services and they often have a change of heart. You have to remember, you're the paying customer, and if you're not getting the service you're paying for, kick up a stink. I've had quite a few run-ins with them over the years, even had the local customer services manager in my email address book, and a direct number at one point, because things were so bad.

Luckily we haven't had too many problems the last couple of years.

garyparson · 11-02-2005, 16:00

Faulty is faulty is faulty.

End of.

11-02-2005, 23:12

Quote:

Originally Posted by garyparson

Faulty is faulty is faulty.

End of.

except when its only faulty some of the time

you reboot the box, fault goes. takes 3 key presses and your problem is over, usually doesnt come back for a while. ive only done it twice over the last couple of months.... hardly a nightmare.

LostintheNW · 12-02-2005, 10:30

Does anyone else have the problem with the samsung box with it constantly freezing on channels? the only way to get that channel unfrozen is to switch channels then go back to the one that was frozen, I can leave the box and it will unfreeze after awhile. In the event log I do have post rs errors, usually long numbres then error 1 2 or 3, plus I have had one thats an error 81 card mute - anyone know what this is all about? plus the box becomes unresponsive at times and refuses to change channles for around 5 mins

kzthou · 12-02-2005, 12:08

the Samsung boxes What a Load of C**P They will not show the proper screen size they are badly affected by signal strength we have had at least 7 visits from service engineers to try to "FIX" the channel loss (squealng jerky and no pictures) and screen size have had a man telling me we have fibbe up to the house!!! Lying G*t So far every engineer who has come has either put attenuators on the lines some with "slopes" and the next one has taken them off this means 6 (5 Samsung cable tvBoxes 1 modem Fed from 2 cables)mods each tine this works fine for the weekend until they drop the signal strenght on a Monday!! If they come in the week works fine until the weekend when signal strength changes. (when picture is lost or on the way out there are loads of pre RS Errors and SNR [signal noise ratio] drops to 0) This has been going on since December and NTL cant find their own Ass*s with maps!!