Screw Up After Box Change

VC10 · 29-05-2005, 22:54

On Friday one of my STB's was replaced. The technician set it up and said leave it an hour for the package to d/load. Any after several hours I went back to the box and found I didn't subscribe to any pay channels. After a re-boot the message popped up that my card hadn't been registered with box.

I rang CS and it became apparent the tech on setting up the s/ware had recorded the wrong box s/n (one digit a 5 instead of a 4). Fair enough, a simple mistake anyone could make. I gave CS the card No. & the Box No. and he said it would be sorted within the next 24Hrs.

Guess what, 17:00 yesterday, 24+ Hrs later, no change. I rang CS and as you are no doubt aware, they are closed until Monday. Every time I call CS there is one problem or another, it makes my blood boil.

Roy MM · 29-05-2005, 23:12

to the site, i'm sure someone will be along presently to try and help you.

Foo Fighter · 29-05-2005, 23:56

exact same happened my mate on friday bunch of monkees still aint sorted

Chris W · 30-05-2005, 00:12

CS are closed tomorrow unfortunately (bank holiday) but you may find that the correct box number has been added to the account by tuesday and it is just a case of hitting (not literally

) the box to enable the subscription channels.

EDIT: i have just been reliably informed that customer service are open tomorrow so hopefully can be fixed then

Raistlin · 30-05-2005, 00:17

Quote:

Originally Posted by VC10

Hi VC10,

to CF.

Sorry to hear you've had problems, probably your best bet is to give CS a call again on Tuesday and get them to sort it out while you are still on the phone.

If you talk to them nicely you may also be able to get some sort of refund for the time you've been without service.

I know that this is a longshot but..... have you tried rebooting the STB (turn it off, leave a couple of minutes, turn it back on)? I'm not sure if this is likely to help/harm in any way. Perhaps monkeybreath could confirm?

Marge · 30-05-2005, 00:20

Quote:

Originally Posted by Raistlin

I know that this is a longshot but..... have you tried rebooting the STB (turn it off, leave a couple of minutes, turn it back on)? I'm not sure if this is likely to help/harm in any way. Perhaps monkeybreath could confirm?

Won't make one ounce of difference if the stb has been entered with the wrong smartcard or box number. Customer can sit there all day doing it with no effect. Isn't that right MB ??

Raistlin · 30-05-2005, 00:22

Quote:

Originally Posted by Foo Fighter

exact same happened my mate on friday bunch of monkees still aint sorted

Hmmm..... Whilst I appreciate that your friend, possibly you, and others, have had poor experiences with NTL's Customer Service I would say that it is unfair to generalise in the way that you have.

CF is trying hard to establish a good working relationship with NTL at a corporate level, in this way the CF Team have already been able to resolve a number of tricky issues for some of the members here - a constant haranguing of NTL's staff is unlikely to help smooth that process along any.

Additionaly, there is more than one member of NTL staff that uses this forum regularly. Those people do a lot of good work for this community, in their own time, often without thanks, and with no reward. Alienating them is not a particularly good idea, you never know when you might need their help

__________________

Quote:

Originally Posted by Marge

Won't make one ounce of difference if the stb has been entered with the wrong smartcard or box number. Customer can sit there all day doing it with no effect. Isn't that right MB ??

Thanks Marge, wasn't sure if the STB had to pick up some sort of signal from NTL to say that it had been added to the network (or whatever it is that happens), didn't know if a reboot would force that information to be refreshed

Thanks for putting me straight

Chris W · 30-05-2005, 00:36

Quote:

Originally Posted by Marge

Won't make one ounce of difference if the stb has been entered with the wrong smartcard or box number. Customer can sit there all day doing it with no effect. Isn't that right MB ??

That is indeed right!

Marge is Queen though so listen to her.... i'm just a tech monkey

Raistlin · 30-05-2005, 00:42

Quote:

Originally Posted by monkeybreath

i'm just a tech monkey

Well, I didn't want to be the one to say it but.....

Marge · 30-05-2005, 00:47

Quote:

Originally Posted by Raistlin

Well, I didn't want to be the one to say it but.....

leave my MB alone or you'll face the wrath of Marge

and btw I've pm'd the OP already

Raistlin · 30-05-2005, 00:50

Quote:

Originally Posted by Marge

leave my MB alone or you'll face the wrath of Marge

and btw I've pm'd the OP already

/retreating slowly

Okaaaay........

Nice one, sure it'll get sorted soon now you're on the case

VC10 · 30-05-2005, 01:47

Thanks for the welcome. I was on the old site (what happened to that BTW)

In thread starter I said I had tried a re-boot in case that is what it needed after the tech's had done their stuff.

I have e-mailed them asking for compensation for 3/4 days without the use of the box.

The e-mail ****ed me off as well as I went to the website, hit the contact us button, went though a small Q & A session for them to establish why I wanted to contact them and once I said it was a complaint the webpage said ring CS. But they are shut!

VC10 · 30-05-2005, 10:14

Right..... I rang at 09:02 and was told to ring back in a hour because their systems are down. Just rang again and been told it's going to be another hour

__________________

Just rang again. Call back in two hours now.

Question. If their system is down when you get through to the fault department why do they ask for the Account No. when they can't do anything? Why don't they just broadcast a recorded message?

Chris W · 30-05-2005, 10:45

did you get Marge's PM? She may be able to help with this one and save you ringing lots of times.

VC10 · 30-05-2005, 10:58

Marge has already contacted me thanks.