NTL Woes

masterK

I'm at close to breaking point with NTL. I had 2 analogue points up until 2 months ago when I got digital+ installed downstairs (paying an installation fee) and continued to use analogue upstairs. After the installation half the packages I ordered weren't available, after a few phone calls I eventually got it sorted.

When the football season started I added Sky Sports and ESPN, I rang and was told they had been added. When I checked they still weren't available, a few phone calls later it still wasn't working, eventually somebody discovered I needed a new card even though I'd only got one a few weeks earler. So 1.5 weeks after being told these channels were added I actually had them.

Breaking point was today when I got HD installed (which cost 60 euro) and wanted to move my digital+ box upstairs. Confirmed all this was OK over the phone last week. So last night I moved the digital+ upstairs, it was working fine last night upstairs. Got the HD box installed downstairs eventually after the engineer tried to install a standard box and I happened to notice there was no HDMI connection, luckily he had a HD box in the van so installed that. Anyway, once that was installed the Digital+ box upstairs stopped working. I called NTL, they told me I had to pay another 50 euro for a box relocation. I spent 50 minutes on the phone and they wouldn't back down saying I had to pay if I wanted 2 boxes, even though I've paid for 2 installations already.

To make matters worse when I first got D+ installed they cancelled the 2nd room connection without me asking. I really don't know how to proceed with them as I'm tied to a contract. I know for a fact that digital is available from either of the points I have as I can move the box from one to the other. There's no way I'm paying another 50 euro having already paid for 2 installations in the last 2 months. The worse thing was the robot on the phone kept repeating that I need the bedroom enabled for digital even though I told her several times I'd moved the Digital box upstairs quite a bit and it always worked prior to todays install. It sounds to me that they just need to add the 2nd boxes device ID to my account and pair it up with the viewing card, the new install probably just replaced the old box.

zilog_jones

As far as UPC are concerned, your HD box replaced your previous box. You have to pay extra to use both at the same time (they don't charge extra for analogue points as they have no control over them). I was not aware about the €50 "relocation" fee, that's a bit of a bollocks, and they clearly have misled you about what you can do with your equipment.

masterK

I'm quite happy to pay the extra for both boxes, my problem is that despite telling them when I was ordering HD that I wanted to keep the digital+ box and move it to a bedroom (which they said was fine) they have deactivated the digital+ box and are now looking for me to pay €50 as a relocation fee.

If they just replaced the digital+ box with the HD then surely they should of asked to get the Digital+ box back, which they didn't.