STB stuck on "starting" - Page 5

tomroyal · 30-09-2006, 15:43

Thanks. NTL are now saying that the "fixed within one hour" thing is incorrect, and there is now no ETA for a fix - it's a case of wait and see. They also claim that a new Samsung box would not fix the problem, but I'm not entirely convinced. Wait time on the phones is up to 45 minutes again.

bit_dread · 30-09-2006, 16:23

I've just wating 55 minutes to speak to someone at customer services. Apparently things now won't be resolved until Monday, not tomorrow as originally promised. I asked about compensation and he said that they don't offer compensation in cases of 'outage'. When I told him that I thought this was appalling he said that he'd make a note of this in the case notes and that something would be reflected in my next bill, he wouldn't commit to how much and sounded like he wanted to get me off the phone as soon as he possibly could.
I would advise anyone else who thinks they deserve some compensation to get in touch with them as it sounds as if unless you specifially ask, you're not going to get anything back at all...

I can feel a strongly worded letter of complaint coming on here!

AlanYork · 30-09-2006, 16:50

Quote:

Originally Posted by roadking

Full functionality back in York - after nothing for 2 hours I switched off and rebooted and this caused everything to return to normal, also got the 2 MB BB upgrade at the same time.

Amazing ...

I'm in York too but still stuck on "starting". I've now been without cable TV for 3 days, it's just pathetic. If it's not back by Sunday night I will be ringing them at 8 AM on Monday and if they can't fix it then, they can take the whole lot away. I'm not putting up with this.

jc7k · 30-09-2006, 19:42

ARRGGHHHHHH!!! After waking up to discover we had TV again this morning (cue total junk TV fix) suddenly during Futurama the box rebooted & announced another flash upgrade.. and now we're stuck on channel 400.... 3 days of no TV & now trailers only.. my agitation with these f***ers is getting beyond a joke

McYorkie · 30-09-2006, 19:51

Quote:

Originally Posted by AlanYork

I'm in York too but still stuck on "starting". I've now been without cable TV for 3 days, it's just pathetic. If it's not back by Sunday night I will be ringing them at 8 AM on Monday and if they can't fix it then, they can take the whole lot away. I'm not putting up with this.

We're in the same boat of our Pace still being jammed on "starting" - only now we have a permanent feed of smash hits channel in video only and the blue box, and no response from kaput stb.

We've given up on rebooting, and I guess Faults are getting a call from us to swap the box out as we can't be doing with "fixes" that don't get things back to normal. Time to say goodbye to the Pace and put a Samsung in. That may just sort the problem if ntl have any left to issue.

AlanYork · 30-09-2006, 20:19

Quote:

Originally Posted by McYorkie

We're in the same boat of our Pace still being jammed on "starting" - only now we have a permanent feed of smash hits channel in video only and the blue box, and no response from kaput stb.

We've given up on rebooting, and I guess Faults are getting a call from us to swap the box out as we can't be doing with "fixes" that don't get things back to normal. Time to say goodbye to the Pace and put a Samsung in. That may just sort the problem if ntl have any left to issue.

Mine's a Samsung too, so I don't know if it will help you at all. To be honest, with Sky offering the packages they do, there's getting to be less and less reason to stay with NTL. Why stay with a company that consistantly screws up, charges customers for a service they aren't getting and makes them wait over half an hour in a call queue to try and FAIL to get it rectified??? I've given NTL chance after chance but this really is the final straw.

matty125 · 30-09-2006, 20:23

my samsung box doesnt freeze but yh it freezes an odd time but everyones will knowin ntl but no mine dont freeze like that

bit_dread · 30-09-2006, 20:47

Well I've just given up for now, have reattached an arial from my portable TV to my main one and have settled down to a night of terrestrial TV. Going to use the time that I might have spent on the phone to customer services trying to get an update on the situation to investigate the option of moving to Sky. Having read through some of the other messages on this forum I have to say that I'm less and less inclined to stay with NTL.
(I've just realised the first difficulty in getting away from NTL though, to get Sky Broadband I'm going to need a BT phone number...not as simple as I first thought...)

spiderplant · 30-09-2006, 21:09

Anyone who has reported this fault to NTL, and it still hasn't been fixed, please PM me the 12-digit number that's printed on your smartcard, and I'll investigate. Don't forget to replace the card properly afterwards, and leave your STB switched on. Please also tell me when you reported the fault, and the current state of the box (e.g. stuck on "starting", on channel 400 but with no video, stuck on channel 0, etc).

If you have the fault and haven't yet reported it to the Faults department, you must do so. They are open tomorrow (9 to 5, I think)

pigsick · 30-09-2006, 23:41

Interesting to see some people hoping a Samsung 2110 box will help the situation because I don't think it will.

I'm an NTL phone and broadband customer in NE London who took advantage of the free basic TV channels offer and had the installation on Friday morning.

A stunningly good introduction to NTL's TV experience sees the box sitting here for the second night in a row with 2110 on the display and the TV screen showing nothing but a dark green screen.

A call to customer services yesterday took 30 minutes to establish "there's a problem - please leave your set-top box powered on" and on Saturday morning it took 40 minutes to be told "there's a local fault, which we expect will be fixed by Monday 2 October, maybe earlier".

Absolutely crazy but I'm glad I'm discovering this while still a Sky customer (the free channels are for a third room), so I can put any thoughts of moving over to NTL for all services straight out of my mind.

However, given that I've needed to speak to Sky about a routine issue this weekend and yet can't get through to anyone because of heavy call volumes, those of us hacked off with NTL's customer services can't hope to find much better with Sky...

fireman328 · 01-10-2006, 08:36

Quote:

Originally Posted by pigsick

Interesting to see some people hoping a Samsung 2110 box will help the situation because I don't think it will.

I'm an NTL phone and broadband customer in NE London who took advantage of the free basic TV channels offer and had the installation on Friday morning.

A stunningly good introduction to NTL's TV experience sees the box sitting here for the second night in a row with 2110 on the display and the TV screen showing nothing but a dark green screen.

A call to customer services yesterday took 30 minutes to establish "there's a problem - please leave your set-top box powered on" and on Saturday morning it took 40 minutes to be told "there's a local fault, which we expect will be fixed by Monday 2 October, maybe earlier".

Absolutely crazy but I'm glad I'm discovering this while still a Sky customer (the free channels are for a third room), so I can put any thoughts of moving over to NTL for all services straight out of my mind.

However, given that I've needed to speak to Sky about a routine issue this weekend and yet can't get through to anyone because of heavy call volumes, those of us hacked off with NTL's customer services can't hope to find much better with Sky...

I suspect the high volume of calls to SKY are disenchanted NTL users changing to SKY !!

tomroyal · 01-10-2006, 10:01

tv channels back here in se13. Downside is there's now no broadband, and i'm not sure if i want to chance rebooting the box. Cable modem light is on, but no websites work.

Edit - pulled a new WAN address from the STB, and it's up

matty125 · 01-10-2006, 10:51

The will sort them out soon but dont know when sorry

bit_dread · 01-10-2006, 15:44

Still nothing here in E11. Can't face phoning again for an update so am just sitting tight and hoping that the 'fixed by Monday' estimate is accurate.

AlanYork · 01-10-2006, 17:12

I was promised that it would be fixed by Sunday. Is it? Surprise, surprise...no! Completely predictable. Fortunately I have the name and extension number of the chap I spoke to.

So on Monday morning it will be a call to tech support and they can either fix it then and there or send an engineer. The thing is, it's easy for me to call at 8AM and avoid the call queue as I'm not working tomorrow. What about those that do have to work? They don't need the hassle of having to do a full days's work and then have to come home and face a half hour wait and that infuriating hold music.

The usual crap from NTL, an overstretched, understaffed, outsourced company with outdated equipment that isn't up to the job.