New Cust - Channels not enabled - Page 2

10-11-2005, 12:33

Quote:

Originally Posted by jimbo

There can be a number of reasons why the box doesn't get provisioned properly. However, to sort it out you should start by calling Customer Services tomorrow morning. They're open from 8am on 0800 052 2000 - choose Option 5.

Just have to pray that you get through to someone who knows what they are doing, it took me three phone calls and a threat to disconnections to get a simple problem solved, no mention of an apology from them either, what can you expect though? I am only the moaning customer!

mikerouse · 10-11-2005, 22:16

Hi guys,

Been a number of hours since my call and still nothing. I'll try and call back tomorrow before 8pm. Have you got any tips for what I can say over the phone that might help?

It's a shame because everything has been going so well to this point. A neighbour saw the engineer come in and said that I'd regret having it in and I just hope she hasn't jinxed it!

Great forum though!

MovedGoalPosts · 10-11-2005, 22:55

Sometimes even when the correct signals are sent, to trigger the STB to pick them up correctly a full power off for 30 seconds may be needed.

If that doesn't solve it, yep a further call to CS is needed. Be sure to explain that you have been told on previous calls that the signals are being resent, but it's not working. You want the ntl CS operator someone to really check why the signals aren't getting through.

11-11-2005, 10:17

Quote:

Originally Posted by Rob C

Sometimes even when the correct signals are sent, to trigger the STB to pick them up correctly a full power off for 30 seconds may be needed.

If that doesn't solve it, yep a further call to CS is needed. Be sure to explain that you have been told on previous calls that the signals are being resent, but it's not working. You want the ntl CS operator someone to really check why the signals aren't getting through.

Maybe the engineer has not connected the cable?

just a thought

mikerouse · 14-11-2005, 12:24

Finally got a day off work so I could call back and was transfered from option 5 to Faults as the lady I spoke to first said that an engineer may have to come out to check my box

But, the guy at Faults, who kept saying "For you" at the end of nearly every sentence, said that a stronger set of signals need to be sent to my box to refresh everything and that this could take up to 4 hours "for you", however I should call back if it doesn't work "for you".

Should I expect to see anything happen on my box while these strong signals are being sent and handled? Or have I just been fobbed off?

mikerouse · 14-11-2005, 14:30

Just called back to test if I was being fobbed off and was going to say that the fella said to call back in 2 hours not 4, but was surprised to hear that "customers in the Coventry CV1 and CV3 area may be experiencing a full or intermittent loss of digital television services." Wonder if this has anything to do with my problem.

(Hope nobody minds me using this thread as a means for me to keep track of events around this problem)

mikerouse · 14-11-2005, 16:12

I just spoke to probably the most friendliest advisor in the world, and he wasn't too bad at sounding like he knew what he was talking about. He said that the signal they had been sending had failed because it was going in the wrong order. He said it was like trying to set a table then wiping off what you had set up, so he was escalating it to second line after a few attempts there and then to see if they could get it to wipe first then re-send. I get a lovely feeling that we might actually be getting somewhere with this. I'm expecting a call back in about an hour.

mikerouse · 15-11-2005, 16:40

Didn't get a call back, but all is well... the channels are working... NTL finally came through for me!!

Thanks for your help (and nudge to call them in the first place - I don't know why I was so worried)