No broadband, no tv - new samsung box - Page 2

newbie · 09-04-2005, 23:51

Had my pace box swapped for a Samsung one at 10:30 this morning. The "engineer" said that it would be an hour before I got all of the channels.

After two hours I called CS only to be told that it could take upto six hours. After five hours I had my channels, but no broadband. I called CS again and they told me that the new box did not have broadband enabled, so they would do it straight away and it would take an hour.

After an hour and a half, still nothing so I called CS back. This time I was told that the "system" is down, and no new "orders" to activate broadband are going through, and that I probably won't be connected until Monday at the earliest!

Does anyone from NTL know if this is true?

If I don't have broadband in the morning, I am going to have to go into work as I've got a stack of stuff that needs to be done before Monday, and I was planning on doing it from home.

cheesegoduk · 10-04-2005, 15:43

Your not the only one with this problem, we had our STB changed yesterday and was told our box would be "hit" within the hour. After an hour we had 3/4 channels and after another hour or so we had a large majority of our channels back, tho i believe they are only all of the channels in the basic pack(We still don't have our music channels back along with others)

Our broadband is also dead in the water

Rang NTL CS and they informed me that by 18:30, everything would be back, the delay was because they were having major problems with the system.

Admittedly I wasn't suprised when lo and behold at 18:30 nothing happened, and CS had gone home for the night, so I'm now stuck using a friends wireless connection which is on an ultra weak signal.
If NTL knew they had a problem with the system, then they should have either, pulled an extra shift on sunday to get the system working, or recalled the engineers upgrading the systems. This really isn't on

Scotty306 · 10-04-2005, 16:15

There should be a free dial-up service as a backup for customers who can't connect.

It's not the first time i've been without service and I doubt it will be the last

aardvark · 10-04-2005, 17:14

Quote:

Originally Posted by Scotty306

There should be a free dial-up service as a backup for customers who can't connect.

Good idea Scotty306. A free backup service would certainly be useful and significantly raise ntl: customers' levels of satisfaction.

newbie · 10-04-2005, 18:47

Still no connection at 4:30 this afternoon, so I called BB Tech Support - Amazingly, the guy at the other end of the phone was able to resolve my connection problem within about 5 minutes

Something CS had not been able to do in 30 hours

Thanks to the guy in TS - Wish I called him at lunchtime on Saturday!!

According to CS when I spoke to them yesterday - They knew about this problem at 9am on Saturday morning, but were told that it was only going to take an hour to resolve. It wasn't until later in the afternoon that CS were "told" that it could be down until Monday.

Why on earth is CS closed on a Sunday? I bet it would be their busiest day for residential customers, but that's maybe why!

cheesegoduk · 10-04-2005, 20:16

I just did what newbie suggested and rang the BB tech support. According to the guy on the phone, our account doesn't actually have Internet access at all, hense why it was never activated.(Also according to the system, we only have the basic TV package..) Unfortually there was nothing he could do to resolve this issue and I have to get in contact with CS tomorrow.

This is just silly, why on earth has our account info been changed this way.
I still do find it utterly stupid that they have BB support staffed on a sunday(up until 12:30am! each night) but not the standard CS which according to the guy would be able to fix this issue in seconds.
If they offer a 24/7 service then they should realisticly have 24/7 CS.
Not very impressed with this..

cheesegoduk · 11-04-2005, 14:43

I really don't know if I can take this garbage much longer, our box got hit again this morning after we rang up.. Got all our channels back.. but still no Internet. Rang up again.. got hit again... and we are now connected at the blazing speed of... 300kps :| The whole point in this upgrade was to reach higher speeds, not slower ones. I assume that the wrong signal was sent, but I'm not really rather happy having to call tech support again.