Missing Channels

andyandy · 05-01-2006, 22:38

Hi Guys,

Recently ITV, C4, ITV2 & ITV3 have gone missing from my NTL box. The channel number appears on the box display ok, as does the now and next bar, but no sound or picture.

I phoned NTL a couple of times and they have rebooted the box from their end, but still no joy.

Now here is the fun part. The subscription is under the name of my landlord, so I cannot request an engineer, and my landlord is on holiday for a couple of weeks

.

Any ideas of what I can do please?

fudge · 05-01-2006, 22:50

Have you tried unpluging it , wait 30 seconds then turn it back on.

andyandy · 06-01-2006, 15:11

Yup, tried that - I had it unplugged for an hour yesterday in the hope it would cure it, but no joy.

quadplay · 06-01-2006, 15:20

Might be a Network ID problem on the box (i.e., it may have forgotten what network ID it's supposed to be looking for, so the frequency plan might be out - this would only affect the local channels - ITV, etc.)

Are the BBC channels OK?

andyandy · 06-01-2006, 16:02

Yes, all the BBC channels are there, as are all the others (as far as I can tell).

Is the network ID something I can do myself, or is it an engineer call out?

quadplay · 06-01-2006, 16:05

Neither - the network ID should only be changed by a message sent to the STB from the billing system. The network ID should be reset if a 'dummy swap' is completed on the account - which should be done as part of the faults procedure before booking an engineer call-out.

An engineer could fix it by swapping the box, but if that's all the problem is it's a sledgehammer/nut scenario!

andyandy · 06-01-2006, 16:21

Just spoken to NTL CS again, and they have arranged for an engineer visit as they could not sort it from their end.

I've been quick to slate Customer Service before, but it's a big thumbs up from me this time. The person I spoke to was willing to help, and booked the engineer for tomorrow

Fingers crossed they will turn up

quadplay · 06-01-2006, 16:26

As you said yourself, you're not the account holder so that's sort-of breaking the Data Protection Act... Keep it under your hat, eh?

andyandy · 06-01-2006, 16:28

Hat is firmly wedged on!

PS1 · 06-01-2006, 17:10

Quote:

Originally Posted by quadplay

As you said yourself, you're not the account holder so that's sort-of breaking the Data Protection Act... Keep it under your hat, eh?

Surely if NTL have arranged for an engineer to come out knowing the situation then its their problem not his!

and providing they(ntl) didnt ask or you didnt lie about who you are then,wots the problem?!?!

quadplay · 06-01-2006, 18:34

The problem is that making an appointment for an engineer means adding data to the customer's account, and to reveal data about an account to an unauthorised third-party is an offence under the Data Protection Act. I don't necessarily agree with it being enforced in such situations, however that's the law.

I agree it's ntl's problem (well, the agent who booked the appointment more specifically) though.

andyandy · 06-01-2006, 19:06

It wasn't my intention to open a can of worms here!

The agent did not reveal any information of the account to me - I pay the account every month so know the account number, bill amounts and how it is paid every month.

Besides that, I thought data protection covers the storing, maintaining of data, making sure it is up to date - plus making sure that whoever acesses this data is authorised to do so. I haven't accessed this information, so I don't think the law has been broken in this case?

quadplay · 06-01-2006, 21:51

The argument is that the engineer appointment is data placed on the account, and it is this account information which has been revealed to an unauthorised third party. Mad, I know, but backside-covering ahoy!

PS1 · 06-01-2006, 22:56

So your saying NTL are the ones breaking the law(data protection act) by giving out that info to a third part???

quadplay · 06-01-2006, 23:11

I don't know for sure, I am not a lawyer - but that's the reason I was given for not booking an engineer unless the account holder was present.