Recent Spell of problems

andrew_wallasey · 30-04-2004, 21:49

I shall start off the post on a more positive note. We first got NTL installed just over 12 months ago and have not had a single problem or hickup since day 1. Could not have been more pleased with the service.

We first ordered:

2x STB and 1x Telephone line

Installation went smoothly engineers seemed to know what they were doing, everything spot on. We were given 2x Pace DiTV4000N boxes.

In November last year we had installed a third STB. Installation went smoothly but was a bit confused as to why I was given a DiTV1000 STB with an old C&W smart card (chip scratched to bits on the card). This box worked but had problems with the smart card and had to be rebooted a lot, I found this model of box very unstable compared to the DiTV4000N's we have got.

When the third box was put in the other boxes in the house occasionally glitched and when we phoned up NTL they said the boxes had a low RF reading. Engineer needed to come out but we never got round to booking it.

Last Friday we had Broadband installed, the engineers installed the cable to the drop box on the wall and hooked everything up and left. When I checked the TVs one of them had infact gone off. So I called the area manager up explained the situation and the guy sent the crew back to look what had gone wrong. They said sorry nothing we can do about it there isnt enough signal coming to the house. They put us on the top tap in the CAB and still nothing. So they said we will come back and install an RJ11 cable as this will give you the extra power that you need for everything in the house.

An appointment was arranged for today to do the RJ11 re-pull. Got a phone call last night, saying "sorry someone has phoned in sick and they wont be able to come out and do your repull". So I said that I wasnt happy and they sorted something out for a crew to come out first thing this morning.

The crew didnt have any RJ11 so just pulled a 2nd RJ6/Telco (3pair) (Simese) to the drop box and then put a 2 way splitter on each (2x STB / 1x STB & SACM). Now we are still getting low singnal on 2 of the STB. I am not sure about the SACM yet as I can't get into the diag panel but I think it should be ok as that is connected to the splitter which the STB is connected to that is fine.

The other thing the crew were meant to be doing today was replacing the STB (one which was fitted in November) with a new DiTV 4000N/4010 STB. First time the replaced the box (4000N) it received the hit before it was sent, so it had to be changed again (Upon instruction of the area manager) (I don't understand why and neither does the engineer which came out this evening, I will explain about this in a bit). They then gave me another DiTV 1000 / C&W smart card / NTL logo on the front.

After they left the STB started freezing and had to be rebooted a number of times. I went to call the area manager and when I picked up the phone there was no dail tone. So I went to get my mobile and there was a messages on it all day asking why the phones off (from relatives). Tried to phone the area manager kept going onto voicemail. So I dailed customer service and I spoke to someone called Steve in Manchester (i almost took his name and address to send him a bottle of wine, thanks mate!!!). He said "Yes" the line is tripping out but it is ringing in the CAB so there must be a fault between you and the CAB. I then explained the problems I was having with the STB. This was about 4pm and there was a guy at the house by 5pm.

The guy was quite confused as to what they had done but found out that all the 3pairs in the origional Simese cable has been damaged (all I am hoping is the reason I am getting low signal reading on one of the cables is because its not damaged). Lukily having the other 3 pairs from the 2nd simese they pulled up today he was able to get the telephone back on.

He then took a look at the STB and agreed the singals were low but (it should work). He looked at the STB and replaced it again so this is 4 different boxes have been hooked up today in the same room. I have now got a DiTV 1000 / C&W Smart Card / C&W logo on the front. This just doesnt look professional sending out boxes with not even your company logo on the front.

I went outside before and the drop box cover has burst off, I cant secure it with a screw as it is knackerd the one in it and wont come out. The thing which the cable tie goes through on the back plate has snapped. So I have just tried my best to secure it. I just can't wait to see what happens next.

Could someone please advice:

1. I want a new STB (yes the one which has been replaced 3 times today still isnt working spot on).
2. Something doing about the signals as the TV's are getting pixelation on occasion.
3. A new drop box before some ******* come and rips all the wiring out (our house is about 6 foot from the pavement) and then ntl will have sumthing to worry about.
4. What is NTL's policy on riser guards on ya drop cables? As I have asked for one so people cant come and cut ya wires easily. Putting a riser guard over the two simeses and 2 coax (2 x stb) would make it look a lot neater as it looks like a dogs dinner at the moment.

But I can tell you this isnt 1/2 the problems I had with BT and I am glad to see the back of them and not getting another penny of my money! I do not agree about NTL's customer service I think its great on the whole. Maybe I am just lucky!

andrew_wallasey · 30-04-2004, 21:49

Sorry if there is bad spelling, I typed it out quickly and didnt check it.

Nikko · 30-04-2004, 21:55

Welcome to the Forum, andrew

Which area are you in?

andrew_wallasey · 30-04-2004, 21:56

Wallasey, Wirral (North West) Manchester we come under.

Nikko · 30-04-2004, 21:57

I am sure someone from that neck of the woods will wander by in due course and take things up

30-04-2004, 21:59

Quote:

Originally Posted by andrew_wallasey

Sorry if there is bad spelling, I typed it out quickly and didnt check it.

Welcome Andrew to the site.
I'm sorry you've had issues with your recent additions, I would keep complaining and asking for additions to be added to the notes on your account, each time you call I would ask for a summary for the last call you made, to check each call is being recorded.

RG11 is lower loss cable than RG6. I think ultimately you will need run(s) of RG11 to give you the levels you need to feed all the boxes you have.

andrew_wallasey · 30-04-2004, 21:59

I hope so because I am dreading another crew coming out the broadband will go off its the only thing not been broken.

andrew_wallasey · 30-04-2004, 22:12

Will 1x RJ11 give you better readings than 2x RJ6's?

30-04-2004, 22:16

Quote:

Originally Posted by andrew_wallasey

Will 1x RJ11 give you better readings than 2x RJ6's?

It depends on the taps available in the streetcab for the RG6 feeds and RG11 (not RJ).

andrew_wallasey · 30-04-2004, 22:20

We are on the top tap (ones with the most power apparently).

ntl customer · 30-04-2004, 22:21

Quote:

I have now got a DiTV 1000 / C&W Smart Card / C&W logo on the front. This just doesnt look professional sending out boxes with not even your company logo on the front.

The reason why they have a C&W logo on the front is because they are a relic from the days when C&W used to own the franchise around your area.

ntl bought out their residential cable TV operations a few years back, and as a result have a hotchpotch of equipment with ntl and C&W logos on them.

Perhaps ntl should do what ITV Digital did and issue stickers to to customers so they can place the ntl logo on top of the old C&W one

:pp

andrew_wallasey · 30-04-2004, 22:24

Yer but NTL took over this area years ago these boxes are antiques.

30-04-2004, 22:24

Quote:

Originally Posted by andrew_wallasey

We are on the top tap (ones with the most power apparently).

The two RG6 feeds (and hence two taps) may be on a lower power feed than actually available to a single RG11 feed. Either way, if the levels with RG6 aren't sufficient then RG 11 should be used for both feeds.

30-04-2004, 22:26

Quote:

Originally Posted by andrew_wallasey

Yer but NTL took over this area years ago these boxes are antiques.

The boxes are fine. Read the forums, some people would kill for 2000 boxes and hate 4000's (which are the equivelent of 4010's on Langley).
There are fans of each box, the branding is just that, branding.

andrew_wallasey · 30-04-2004, 22:27

How can you get into the diag panel on the NTL:home 200 SACM. I think the one STB which is ok is maybe ok just because it is right next to the drop box (2 foot from the splitter).