Exasperated

Microstar · 04-01-2007, 10:52

Lost my cable TV on 20th December ('TUNE' fault).

Eventually got a new STB (pace) on 29th Dec after waiting in for the technician.
The new STB only received the 5 main channels - but the Tech said that others would be received within half an hour or so, and he left.

Next day the STB was still not working properly - locking up, only a couple channel receivable.

RungFaults Dept numerous times - kept telling me to wait 4 hours and reboot box, etc etc.
Rebooted numerous times.
Now I just get an immediate 'Er20' error message on powering-up.
More calls to Faults and told that 'second level' staff will ring me back - but they never ring!

Just called Faults again and they told me this is a 'national problem' and to wait 4 hours and to reboot again! If it doesn't work then I have to ring them again! May need to get a technician out to me apparently.......

So, no TV over Christmas and New Year.
How much loss of service refund should I get for this? One of the few times in the year when I can sit down, relax and watch TV and its not working!

Frankly I'm thinking of dropping NTL and going to Sky.

Ramrod · 04-01-2007, 11:01

link,link......for starters

edit.....link

**Rob** · 04-01-2007, 11:10

Getting stuck on er 20 means the STB is getting no signal or is unable to obtain the codes it requires. If it's been like it for more than a few hours I'd be pestering faults to resolve it.

The Pace STBs are generally being recycled back into use from "repaired" or "refurbished" stock. It's very common for these to fail shortly after installation.

**Stuart** · 04-01-2007, 11:12

Microstar,

to the Forum.

We have contacts within NTL who can sort out problems like this. If you PM me (click my name, then "Send Private Message") your name, address, account number and a contact phone number, I'll refer your case to one of our contacts.

Quam256 · 04-01-2007, 11:43

Is it a Pace 1000 or a 1010 ?

punky · 04-01-2007, 12:26

Quote:

Originally Posted by Microstar

How much loss of service refund should I get for this? One of the few times in the year when I can sit down, relax and watch TV and its not working!

Frankly I'm thinking of dropping NTL and going to Sky.

to the forum.

CS aren't renouned for their generosity, but given how its 2 weeks over Xmas, you should be able to get something back. I'd push for a month refund on the TV, although you might only get the 1/2 month.

However retentions do tend to be generous. Explain the situation (which they can verify, I presume), and hopefully they might be able to offer you a more reasonable compensation package to keep you with NTL. Although as we gradually move towards Virgin, this will be changing in the future.

Microstar · 04-01-2007, 14:47

OK.

Just been on to faults again. Really getting desperate now.

Lady in faults said she sent a signal and asked me to reboot the STB. I did so and it still just displays "Er20".
Gave her (again) my Smart Card and STB serial numbers.
She then told me that there is a 'national fault' and 'signals are not getting though'. She told me to ring again next Monday!

I explained to her that the STB is completely unresponsive (the 'tell tale' LED on the STB doesn't flash when I press a button on the remote and the STB is not giving any kind of output to the TV). I am pretty sure that the STB is dead and I told her so. When I reconnect power it instantly gives the 'Er20' display. She simply repeated that there is a 'national problem' and to ring again on Monday.

Is this true? Is there a national problem?

Ramrod · 04-01-2007, 14:49

Quote:

Originally Posted by Microstar

Is this true? Is there a national problem?

Sounds like rubbish to me m8

but there does appear to be a stb internet problem atm.....link

punky · 04-01-2007, 16:23

Quote:

Originally Posted by Ramrod

Sounds like rubbish to me m8

but there does appear to be a stb internet problem atm.....link

That's registration... That's always b0rked