How long does it normally take for Cable Tv to be authorised?

JDCD · 05-11-2005, 14:21

Hello

I had cable Tv installed yesterday at 8.30am and subscribed to the "base" package. Sadly, I still can't seem to get all the channels I've subscribed to. Even Channel 5 is still "unsubscribed". The engineer said it could take a couple of hours for everything to sort itself out.

But by tea time yesterday, it still wasn't right.

I've called customer services twice now. Yesterday I was told to hang on - and it could take up to 24 hours for the box to authorise. This morning, a more helpful person told me my box hadn't been authorised yet, and took the pin number of my card and box.

Sadly, some 4 hours later, these channels still aren't visable.

Is this normal? If I need to call back again, can anyone suggest the best approach to take, or does it sound like there could be a problem somewhere?

Best Wishes, and thanks in advance

JD

Paul · 05-11-2005, 14:24

Have you tried unplugging the box from the mains, wait 15 seconds and then plug it back it? Could help force the update required for the channels to work. If it doesn't work call them back and complain

**Rob** · 05-11-2005, 14:25

to Cable Forum

No it shouldn't take much more than a few hours. Looks like there might be a glitch in ntl's computer systems if the authorisations aren't getting accepted.

You have switched off at the power the STB, left it for a few seconds, then powered up again. That can trigger the STB to receive an update.

If it's not making progress again, very soon, phone faults and complain loudly.

Paul · 05-11-2005, 14:28

Quote:

Originally Posted by Rob C

to Cable Forum

No it shouldn't take much more than a few hours. Looks like there might be a glitch in ntl's computer systems if the authorisations aren't getting accepted.

You have switched off at the power the STB, left it for a few seconds, then powered up again. That can trigger the STB to receive an update.

If it's not making progress again, very soon, phone faults and complain loudly.

For once I typed faster than you lol. Yeah what he said...... again

JDCD · 05-11-2005, 14:44

Hello

Thanks for the lightening fast replies :-)

I've just tried unplugging the box from the mains and rebooting it as you suggested. Sadly it's still the same. Mind you, a box has now come up saying "new smartcard - there is a problem with the ntl smartcard in your set top box. Please contact fault services on 0800 052 2000..."

Is this significant?

Channels 1-4 and ITV2 etc are ok, but not the extra base pack ones.

The CS person this morning said to leave it until 4.30pm before calling back (I called at 10am this morning). Shall I do that, or is 4hrs 40 mins long enough to give it to set up?

Best Wishes

JD

**Rob** · 05-11-2005, 14:58

I'd call back now. Something is very amis.

Don't leave it too late to call, 4:30, if there is a queue, you don't get through of get a hurried response, gets you nowhere.
__________________

Before you call, try, powering off agai, Take the smartcard out, wipe it on a clean cloth, reboot. If it still don't work something has gone wrong.

Frankie-Gush · 05-11-2005, 15:19

I had a Replacement box fitted last week, and the channels didn't come on for a few days, there was a message b4 you get to their call centre saying that new customers and people who have had box replacements would not be able to have their channels switched on due to a fault.

It was 4 or 5 Days before the message was removed, so maybe the system is playing up again at NTL's end.

quadplay · 05-11-2005, 15:28

Quote:

Originally Posted by Rob C

I'd call back now. Something is very amis.

Don't leave it too late to call, 4:30, if there is a queue, you don't get through of get a hurried response, gets you nowhere.
__________________

Before you call, try, powering off agai, Take the smartcard out, wipe it on a clean cloth, reboot. If it still don't work something has gone wrong.

Woah there! It's not very amiss... The message means the smart card has never been paired to a STB, and is normal to see before the pairing hit has been received by the smart card.

There have been problems with hits going missing to new boxes recently, but I'm under the impression that's been resolved. JDCD, whereabouts in the country are you?

JDCD · 05-11-2005, 17:38

Quote:

Originally Posted by jimbo

Woah there! It's not very amiss... The message means the smart card has never been paired to a STB, and is normal to see before the pairing hit has been received by the smart card.

There have been problems with hits going missing to new boxes recently, but I'm under the impression that's been resolved. JDCD, whereabouts in the country are you?

Hi Jimbo

I'm in Nottingham. Thanks for all the replies so far guys. I had to pop out this afternoon (life sometimes gets in the way of calling NTL CS ;-) ) Of course, CS are now closed for the weekend! Argghhh!!!!

I'll try switching the unit off again and cleaning the contacts on the card etc, but don't hold out much hope :-(

I wonder if they'll give me a price reduction having spent the weekend with the base package? ;-)

BTW, when the engineer did the install, he couldn't run the cable outside properly (next door weren't in so he did a temporary cable run inside). He said he'd put a message on the install notes to this effect, so that when he came back to do it properly there wouldn't be another install charge.

I don't suppose this has confused matters? (A long shot I know). He did appear to be authorising the card using a wireless laptop, so I assumed the system would be up and running, even if the cable wasn't drilled thru the wall from outside.

Your thoughts and help are really appreciated :-)

Regards

JD

quadplay · 05-11-2005, 17:41

Sounds like either the STB hasn't been added to the account, or the hit (provisioning message to the smart card) didn't get through. If you'd like to PM me your account number, smart card number, and STB number I'll have a look for you. The STB number should be on the box the STB came in, or on the bottom of the STB itself and will start either 03xxxxxxxx or 10xxxxxxxx.

One of the team can confirm I'm an ntl associate.

EDIT: Oooh, 1000 posts!

nfs6600 · 05-11-2005, 17:55

Jimbo, your actually at work, still? At this time? That's dedication, man. I couldnt wait to get home.

**Matt D** · 05-11-2005, 18:56

Quote:

Originally Posted by jimbo

One of the team can confirm I'm an ntl associate.

Confirmed

Jimbo has already given me help with my STB today, he should be able to sort you out

spike7451 · 05-11-2005, 18:57

It might be a bad connection or a attenuator/jellybean thats stoping the hit getting thru.Try this,Unplug the mains & lug back in while holding the arrow up/down buttons on the box till it says 'boot' ,then release.That'll force a software download.
Spike

JDCD · 06-11-2005, 14:27

Quote:

Originally Posted by spike7451

It might be a bad connection or a attenuator/jellybean thats stoping the hit getting thru.Try this,Unplug the mains & lug back in while holding the arrow up/down buttons on the box till it says 'boot' ,then release.That'll force a software download.
Spike

Hi. Thanks for the suggestion. Tried that, but still getting the same issues. The only difference was a message, which said there was some sort of sim card error :-(

Really appreciate your help though :-)

quadplay · 06-11-2005, 14:51

Should now be sorted.