No broadband, no tv - new samsung box

aardvark · 06-04-2005, 15:12

Over 24 hours ago an installer came to swap my Pace box with a Samsung so that I can upgrade to 2MB connection.

After 4 hours of blank screen, the Base Pack channels appeared. Since then - NOTHING! No broadband, no Family Pack.

After several calls yesterday to C S, who told me that it could take 24 hours for all the channels etc to come through, I'm now ( at 9 a.m.) told that they can't activate my broadband because the account (or something) is locked and it has to be passed on to the IT department who could take another 24 hours ... but this can't be guaranteed & that CS could do nothing about it.

What's going on??

When I arranged to have the box swapped, some 3 weeks ago, I was told that if I called C S 20 mins after the intallation I'd be able to upgrade to the 2MB service.

It's a good job have kept a dial-up connection.

Can anyone help or explain?

MovedGoalPosts · 06-04-2005, 16:04

Oh dear, looks like you've dropped into the ntl Pace to Samsung black hole similar to this chap :http://www.cableforum.co.uk/board/sh...9&page=1&pp=15

Persistance at calling CS is probably going to be your best route, and if they can't sort it swiftly then require some compensation for your loss of service, especialy if you were originally mislead by some bod telling you it would be easy and quick.

Marge · 06-04-2005, 16:14

Quote:

Originally Posted by MovedGoalPosts

Oh dear, looks like you've dropped into the ntl Pace to Samsung black hole similar to this chap :http://www.cableforum.co.uk/board/sh...9&page=1&pp=15

Persistance at calling CS is probably going to be your best route, and if they can't sort it swiftly then require some compensation for your loss of service, especialy if you were originally mislead by some bod telling you it would be easy and quick.

To br fair the original person who arranged the box swop wouldn't have known there could or would be a problem so saying they mislead the customer is not strictly correct in my opinion.

I have pm'd aadvark anyway for some details to see what the problem is with the new box

axlgnr · 07-04-2005, 00:12

I'm having 2 new samsung boxes installed on the 12th also upgrading from 300k to 1mb, and also the internet connection white box thing on the wall is in a different room to where im having the pc so I'm guessing there is going to be problems, I initially called ntl just to upgrade the speed but I called back 2 days later to say I wanted to change everything around(2 boxes/2 different rooms), the guy seemed ok but didnt really say alot, he basically just said ntl will still be coming on the 12th and that it wouldnt cost anything because I already called for the upgrade, which is nice to know,BUT with some of the stories I've been reading about the new samsung boxes and the topic of this I'm thinking something is going to go wrong.

aardvark · 07-04-2005, 09:19

Don't know whether you were able to pull a few strings Marge ....

but after a conversation with Brian in faults late yesterday afternoon and a scottish chap (who's name I've forgotten) in CS this morning, both boardband and family pack are now working.

Thanks for your help.

A

Marge · 07-04-2005, 10:04

Glad it's sorted

hubbins · 07-04-2005, 15:39

Aardvark, I have a similar problem to you. On Tuesday had a new Samsung box put in and since then have had no Broadband or any TV channels. I have made dozens or calls and spoken to numerous clueless individuals and still can't get this problem resolved. I finally got a 'Supervisor' to attend today and after about 15 mins came to the conclusion that he had no idea what was wrong. He has no idea when he can get me a new box or even an old Pace box for the time being.

Is there anybody within NTL who can be bothered to sort this out. How did you manage to get through to 'Brian'.

I shall have one more go with Customer Services tonight or will be cancelling tomorrow.

A total shambles.

aardvark · 07-04-2005, 16:11

Marge (see above) was very helpful.

Send her a PM with details of your problem. If anyone can sort it, she can!

..... and let us know what happens.

Lemonhunny · 07-04-2005, 17:12

I had my Samsung box put in yesterday morning. The fitter assured me I had to do nothing but wait. It would be approx 2 hours for the tv channels to download to me, after he sent the text message to goodness knows where, and once the tv channels were back, then my broadband would be working again. Famous last words!

Hubby came home and tried to sort it out for me, and realised we had no IP address, and therefore no signal. He phoned NTL, spoke to Daniel and explained what the problems were. Daniel was extremely helpful, and finally admitted that NTL had "forgotten to activate the broadband". Within 10 mins I was back online and speed test showing that I was indeed on the 2mb connect that the Samsung promised.

Scotty306 · 09-04-2005, 09:48

Well i'm glad i'm not the only one!

They came to change the box on Thursday, well actually the first bloke thought it was a 'disconnection' and drove away confused!
The 2nd guy changed the box but it seems he never actually told anybody what he'd done, as it took me until Friday afternoon to get my TV package back. My new Samsung box wasn't on the system ??

But here I am on Saturday with no-bia.cm showing and still no broadband

apperntly 'Install' are looking into it ??

If any of the NTL staff are bored and feel like helping then feel free to PM me, I'm able to get online at the moment using a neighbour's 'unsecure wireless'

but his signal's a bit week

Scotty306 · 09-04-2005, 15:26

After a total of 6 calls to Ntl & 3 calls from them to me it's finally working, phew!

Nice one Marge

Airwolf · 09-04-2005, 16:57

I had my box changed this morning TV came on within the 3 hours they said it would take but it has taken a number of calls to NTL to get broadband back on. They had added the stb card number to the account but not actually linked it to the new box.

daz300 · 09-04-2005, 17:16

Quote:

online at the moment using a neighbour's 'unsecure wireless'

but his signal's a bit week

lol

better do my one now

Scotty306 · 09-04-2005, 18:27

From upstairs using my laptop I can see 4 networks, including mine !
The unsecure one is a 1Mb connection too!

The strange this is that their router's log shows i'm the only person who's used it this week!

daz300 · 09-04-2005, 18:41

i am glad i do not live near you . but maybe the 1 mb connedtion maybe handy , if i did .