Help Please - Channels Currently Unavailable

mikejohn · 03-04-2005, 10:01

I have two NTL Set Top Boxes. One is working fine. The other keeps showing the message "Channels Currently Unavailable" every time I try to re-boot. It only started happening about two hou rs ago after the picture had frozen and I tried to reboot. Any ideas anyone? And I can't seem to scroll through any of the channels - it just stays at channel 0 - even though the red light on the remote comes on when I press the buttons.

Thanks

Michael

but getting

irritated · 03-04-2005, 10:40

Hi

We have had the same problem since 12.30 yesterday afternoon. No channels, no interactive...Needless to say We had a fun evening!

I have been unable to contact anyone from support since then...at my wits end!

What area are you in? hampshire?

mikejohn · 03-04-2005, 10:46

no - living is Essex. I can't believe NTL has no customer support on a Sunday!!!! I tried swappping my Smart Cards over between the two STB's but the problem is still there.

irritated · 03-04-2005, 10:51

I can't believe NTL has no customer support on a Sunday!!!! eventually called the business support centre as they are the only human being in NTL on a sunday, they are also part of the same company, obviously, therefore I thought that they would be pleased to advise.....Was I wrong...the first guy put the phone down on me and the second, a supossed supervisor told me to go elsewhere if I wasn't happy i.e. SKY!!

Its now 17.5 hours with no service...

mikejohn · 03-04-2005, 10:55

Why on earth is it only Business support open on a Sunday - the day most businesses are closed and all the personal users are at home!!!! do you have the number please......I'll give it a try?

**Mick** · 03-04-2005, 11:12

I would not bother trying to ring ntl Business support they will not be able to help you even if they wanted to.

Quote:

Originally Posted by mikejohn

no - living is Essex. I can't believe NTL has no customer support on a Sunday!!!! I tried swappping my Smart Cards over between the two STB's but the problem is still there.

The smart cards work only in the box they came in i.e they are paired together so will not work in another STB.

mikejohn · 03-04-2005, 11:15

OK Thanks - Have you heard of this problem before? The channels not being available rather than NTL Business Support being unhelpful!

irritated · 03-04-2005, 11:21

I have never had this problem, several others but non for this length of time, its rediculous we tried calling during opening hours yesterday for 4 hours and could not get through...maybe I should take the business advisors advise and go to Sky! 08000523000 is the number

**Mick** · 03-04-2005, 11:30

Quote:

Originally Posted by mikejohn

OK Thanks - Have you heard of this problem before? The channels not being available rather than NTL Business Support being unhelpful!

I sure have. Even had the same problem, more than once. Needed to ring Customer services as it required them to send a 'hit' to the STB to re-activate the channels. This happened, like you, on a Saturday night so needed to wait until Monday morning to wait to speak to ntl customer services to sort this.

Business support only provide support for Business customers, even though it is ntl, they are a different division so do not deal with Residential issues.

What model STB's that is having the issue here? (Might have a sticker on the underneath of the STB telling you this).

irritated · 03-04-2005, 11:35

ditv-2000pace

mikejohn · 03-04-2005, 11:38

Mick

Its a PACE machine with a model no DITV-2000. This is the one that's not working. My Samsung STB is still working OK.

Why do they use different types of STBs?

Thanks

Michael

**Mick** · 03-04-2005, 13:30

Pace boxes were the old Set top boxes ntl used and still use subject to Samsung STB availability. The Samsung STB is the newer version of Set top box.

shredder · 03-04-2005, 13:35

The stb should come back on with a hit, the problem is with the stb network id. in most cases the hit resolves the issue but in some cases a tech visit is required.

mikejohn · 03-04-2005, 15:19

Thanks for this Shredder. What do you mean by a hit? Are you talking about physically whacking it - I tell you I have been tempted many times this morning - or do you just mean rebooting it (i.e. swaitching it on and off). I've done this but it won't work.

Sorry for my ignorance, I only entered the 21st Century last week when I got cable installed. My other STB (a Samsung) is working in another room, can I switch this over with the one (a PACE) that's not working at the moment - or would this cause more problems? I would prefer watching in the comfort of the lounge than sitting on the edge of a bed trying to peer over a cot whilst trying to wrestle the remote from an 8 year old daughter.

Thanks again for everyone's help.

Michael

**Mick** · 03-04-2005, 15:53

A 'hit' is a signal ntl need to send to your STB to re-activate the channels. In the meantime, If you want to swap the Samsung for the PACE, you should be able to without causing any other issues but its up to you if you want to take the risk and you know what you are doing.