New tv install

uno · 24-03-2006, 18:45

I have had tv installed today the engineer came fitted it all but we can only get channels 1-4 and says incorrect viewing card.
I have rang faults but they have said it could take up until mon to sort out is this the normal procedure ?
Im not very happy as it was a present for my sons birthday today and was meant to be surprise when he came home but its not working. The engineer said the channels should come through whithin an hour and here we are 6 hours later still no channels

**Rob** · 24-03-2006, 18:59

It doesn't normally take a few days. Occasionally there are database related issues but that is rare.

If you've had the STB now for a few hours, and have tried the power off for a few minutes then power on again, phone faults again. They can normally send signals to your STB, but viewing card error may be more significant that it's never going to work properly without the installer giving it a kick.

SLM · 24-03-2006, 19:50

If you are only getting 1-4 it normally means the card is eith not all the way in or up side down, which box have you got? If it was a incoming signal issue you should have at least 1-5.

uno · 24-03-2006, 21:12

I have tried rebooting a couple of times faults say the box and card are un-paired and doubt will be able to sort until mon as needs to go to 2nd level support is that correct or are they fob me off ?
Meanwhile we are using the vod which im quite impressed with

homealone · 24-03-2006, 21:33

It just goes to show how different areas can seem to get such different service. I had a digital install, today, as an upgrade to my previous analogue connection.

The main box replacement went fine, the box 'hit' had been pre-arranged & I had all channels within minutes of the box being turned on.

The second box had an 'unpaired card' issue - the tech phoned in with the details & I had a hit within the hour, all channels present & correct.

- I'd suggest calling faults in the morning & getting them to look at it again, I don't know if 'second level' support do only work Monday to Friday, but it is worth a try...

uno · 24-03-2006, 22:58

Ah the vod/ interactive has now gone down saying call faults, i will see how it is on sat and see about giving them a call then.

Pinkypants · 25-03-2006, 18:39

What area do you live in?

On Langley, a smart card error usually brings up the message A008 smart card registration / pairing issue. The agent would have tried to send down whats known as a dummy box swap to get that working for you and if not, as it sound like it hasnt, they would have staged that to a 2nd line dept to get that fixed for you, which takes 48 hours to fix.

Other possible causes are an error on the account in regards to your box and card details, but you would have needed to have provided your box and card details in order for that to be fixed.

Finally, your box may have not been activated on the system, in which case, again it would take 24 hours and your box and card details would have been needed to be provided.

Its very rarely this problem occurs on Bromley unless the box and card details were wrong, and I couldnt comment on if it happened in a SMS area.

All in all, 48 hours is a standard and realistic turnaround time. You may ask an agent to check if the problem has been staged to the correct dept, but there is not much the agent can do if this has been done. Too many box swaps can fry your box so its best to leave it after that.

Most 2nd line depts arent open on sunday, depending on what the issue is and what billing system your on, one of the 2nd line depts is open on Langley.

Hope that helps

uno · 26-03-2006, 19:04

Im in Leicestershire I rang faults again today to check on process it appears the agent i spoke to on Fri afternoon had not staged the error so nothing would have ever been done, im not sure what platform im on, would this also cause the vod and interactive not to work ? That was working originally when was installed fri but stopped in the evening.

---------- Post added at 19:04 ---------- Previous post was at 18:07 ----------

Just checked on engineer menu and now says card status Waiting but in event log keeps getting lost oob lock and when you look at connection status it says 1 reciever locking could somebody pleae tell me what this means.

Pinkypants · 27-03-2006, 17:42

If the Connection status is 1 it means that that the signal quality is too low and it needs an engineer out. Try rebooting, if that fails to get it working, phone faults ASAP.

uno · 28-03-2006, 00:10

I still have vod or interactive the connection status now says 5 connected, so I rang faults this evening who spoke to 2nd level who advised in event log loss of oob other things mean i need an engineer out to have a look but to make things worse due to systems error they couldnt book me an engineer got to call back in morning.
Not sure if this is related or not but my cable modem signal levels have now dropped to -7.5 and rose to 56 on the upstream this is on Ntl 250 modem has been very stable previously but has been dropping down and going up since tv was installed.
I just want to get this sorted now starting to feel very un satisfied now

28-03-2006, 00:35

Quote:

Originally Posted by uno

I just want to get this sorted now starting to feel very un satisfied now

Welcome to the world of NTL!

uno · 29-03-2006, 21:44

I have had an error with interactive and vod since my install last week getting service unavailable with error code IS02 and getting lost oob lock in event log. so i rang and spoke to faults who put it through to 2nd level support who advised was a problem with return path and signal level in cabinet, now i have come home this evening and it was working but has just gone off again i dont know whether to call faults to cancel engineer as if its working when he gets here and its working i dont want to end up getting charged but i just know as soon as i cancel it will go off again.
I would like some advice please what to do my signal level is 59dmb is that ok and on front page says captv ipp no status.

fudge · 29-03-2006, 22:49

I would let the engineer come out to check it out.

Pinkypants · 30-03-2006, 01:05

Quote:

Originally Posted by uno

I have had an error with interactive and vod since my install last week getting service unavailable with error code IS02 and getting lost oob lock in event log. so i rang and spoke to faults who put it through to 2nd level support who advised was a problem with return path and signal level in cabinet, now i have come home this evening and it was working but has just gone off again i dont know whether to call faults to cancel engineer as if its working when he gets here and its working i dont want to end up getting charged but i just know as soon as i cancel it will go off again.
I would like some advice please what to do my signal level is 59dmb is that ok and on front page says captv ipp no status.

Keep the engineer appointment, your signal level is still low hence the intermittant service.

And no you wont be charged for the call out, you will only be charged if you are not at the property when the engineer arrives.

DJ Dave · 30-03-2006, 10:33

When we first got the TV, they kept saying oh yeah your channels will be on in 1 hour so by 4pm I rang them and he was like oh yeah I will send a signal down to the box, turn it on again at 5pm. So I did that and we still had only a few channels, called again at 6pm and she said oh we put you on the wrong package hang on I will sort it now, and with in a few seconds all the channels were there.