STB Fixing

neoapple · 10-06-2006, 17:15

Ok i have an engie comming out on monday to fix my anoying STB
It's the original STB, PACE...... lol (5 years old)
Anyway it's been fixed so many times due to something about strong signals.
But what is more anyoing is the fact everytime they fix it, it works fine for a few weeks then dies.
Here is what i have had so far
Replaced cable TWICE
Replaced conections
I now have the addition of TWO yes TWO cable filters tht look like they could pick up signals from orbiting satelites......

And when i asked the tech guy on the phone if they would replace it he said well it's upto the engie.
Well im going to go mad if he does any of the above fixes i said. Should it be time for NTL to issue me a new STB? Or should i ask for a SACM?

10-06-2006, 17:31

If he can give you an ntl home250 modem, I would go for that, myself. As far as I know none of the stbs will work with a 10 meg connection, wheras the home 250 will. That may not be relevant to you now, but doesn't limit your options.

MFKR78 · 10-06-2006, 17:39

I used to have loads of STB problems aswell. Since we upgraded to a Samsung box at the last broadband update though it's been way more reliable *touch wood*

I was told the current boxes will only go up to 5mb so you would have to be given a cable modem for a 10mb connection anyway.

neoapple · 11-06-2006, 18:08

well they better replace it, as i have had nothing but problems with this dam STB.
I just also hope they can give me a cable modem as well.

MovedGoalPosts · 11-06-2006, 18:24

you will only get a separate cable modem, if you have asked customer services for it (you may have to pay), or tech support have agreed its the best way to solve your problems.

If however it is the signal strength that is the true issue, as you indicate, it's nothing to do with the STB and everything to do with settings at the street cabinet and/ or the cabling leading to your house.

neoapple · 11-06-2006, 19:14

well from what the tech support guy said on the phone there was some major issue with my STB apparently. Although he did not say what it was

MFKR78 · 11-06-2006, 21:17

Quote:

Originally Posted by neoapple

well from what the tech support guy said on the phone there was some major issue with my STB apparently. Although he did not say what it was

Probably because he had no clue. I've worked at NTL in the faults department for STB's and have been told to pretty much fob people off to get them off the phone rather than spend time investigating seriously. Half the time I'm pretty sure NTL have no clue as to what the problem is either. Look at the cable tv issues, half the time they resolve themselves. I've had engineers out on numerous occasions who seem to have done barely anything at all. Nowadays I don't even bother getting an engineer unless it's obviously serious because I know from inside experience the procedure is a waste of time. Half the time the box will be working again on it's own at some point.

I won't say this is the same for all departments or staff but the experiences I had there and the times I've been on this side of the fence calling with problems have usually amounted to the same thing.

neoapple · 11-06-2006, 23:27

Well they better fix it! As today alone i have had over 20 cut outs and speeds can vary from 56kb to 1mb and this is the same for all proxys... So i think something to do with my stb

neoapple · 12-06-2006, 22:41

Well the engie kind of came.... He phoned me up to say there was nothing he could fix my end so he said he was fixing it at the street box.... Hmmm.

So anyone else in bromley have this issue? Also i take it if it happenes again i phone ntl up?

Still would of been nice if engie acturley came to my house and said im going to do this as i live near a street box. lol

So is this a normal issue or what?

dragon · 12-06-2006, 22:55

Phone up c/s and ask for a sacm, if they try and charge you tell them that you are getting poor service though the STB and either they give you a working internet connection or you'll leave.

I think we're on our 3rd pace for the TV
1st one cooked itself (and the smartcard)
2nd one return path died

3rd one working no real issues (apart from its so slow) so touch wood it will carry on working.

incidently the sb4100 modem has been great over the years only problems we've had with BB have been down to network faults.

neoapple · 23-06-2006, 09:14

well guess what. it's time to make another phone call!!! As it keeps cutting out on me again!

MovedGoalPosts · 23-06-2006, 10:03

Make sure when you calll, you explain that this is a persistent fault that keeps returning. Ask faults to escalate the issue so there is a proper resolution to it. Strongly recommend to them that separating broadband into a modem is the only thing they haven't tried. And say you don't just want an engineer to check somethign in the street, they need to check in the property too that all signals are within tolerance.

neoapple · 25-06-2006, 22:11

will do im going to phone them again. As this issue is starting to really get me annoyed.