MO41 & IS002 error "NEED YOUR HELP"

[ntlgood1]

Hi,
i Need some help from some one this forum. i have my Samsung 2100c replaced 3 weeks ago due to a return path issue. i now have a Samsung 2110 and it works great. i have all my channels and the return path locks on. how ever if i try to access VOD or Interactive i first get a MO41 error then followed by IS002. looking on the web alot of people that have this error say it is cause by no interactive or vod being set up on my account. i have spoken with CS who have just past me around and i have also had a engineer out who state the same as above regarding the error and he said he had passed it over to another Dept to set it up on my account. it has now been a week since and still no change.

Could some one who has a contact with NTL help me with this Issue, i would be so greatfull.

Regards

[quadplay]

Yep, it's a gremlin in the ntl system. Whereabouts in the country are you?

[ntlgood1]

Originally Posted by quadplay

Yep, it's a gremlin in the ntl system. Whereabouts in the country are you?

Wirral. when you say a gremlin in the say. is this error today with no interactive service setup on my account or is it a network fault.

thanks for your help

[quadplay]

It's almost certainly due to the Interactive services not being active on your account.

Try to persist with calling Faults (151 from an ntl phone line or 0845 454 0000), tell them you're getting IS002 accessing VoD & Interactive, and ask them to check if Interactive is enabled on your account. There's no point in booking an engineer, that wouldn't solve this problem.

[ntlgood1]

Originally Posted by quadplay

It's almost certainly due to the Interactive services not being active on your account.

Try to persist with calling Faults (151 from an ntl phone line or [IMG]chrome://skype_ff_toolbar_win/content/cb_normal_l.gif[/IMG][IMG]chrome://skype_ff_toolbar_win/content/famfamfam/gb.gif[/IMG][IMG]chrome://skype_ff_toolbar_win/content/arrow.gif[/IMG]0845 454 0000[IMG]chrome://skype_ff_toolbar_win/content/cb_normal_r.gif[/IMG]), tell them you're getting IS002 accessing VoD & Interactive, and ask them to check if Interactive is enabled on your account. There's no point in booking an engineer, that wouldn't solve this problem.

Thanks Quadplay. i will try again tomorrow and report back

[ntlgood1]

Just to give you a update. i rang faults this morning and spoke to a woman who was understanding. she has passed my problem to the faults analysis team to look into it and has logged it as critical as i have been back and forward to ntl to get it fixed. she said that i should hear back within 48hr if not then i should ring back faults and have it chased up.

regards

NTLGOOD

[quadplay]

If it's not sorted by Monday, drop me a PM and I'll take a look.

[newbie]

I've been getting the same errors (silver Samsung SMT-2100C with solid light above channel numbers) ever since NTL moved me on to a Cable Modem (1 month ago).

Guess I need to call CS and get them to look at my account

[newbie]

Phoned CS yesterday and they have logged a "level 2 fault" Don't know what that means, but it must be serious as it's going to take 3-5 working days to fix it

[McYorkie]

Glad I found this thread - we've got exactly the same problem with our SMT 2100c since at least Monday, and when we called Customer Services, the answer we got was that its "an area fault on the Leeds Headend and we are working to fix it".- direct quote from CS rep.!

This was on Monday night (19/2), and the fault is still persisting, despite trying the services, which is mildly annoying, as we can still use full VOD and Interactive on our elderly Pace Di4000 upstairs with no problems at all.

I'm beginning to think that it was CS BS to clear the lines as someone's shift was finishing now!!

[newbie]

It's a miracle!

The day after phoning CS and registering a level 2 fault, everything is working again

Just got to phone tomorrow and cancel the engineer that they have booked to come out on Monday now