Q: What should I do if things go wrong my service?

A: We strive to make sure your services perform exactly as they should. Our engineers work 24 hours a day making sure our network is providing you with a first-rate service.

When things do go wrong, you may be surprised to know that most issues can be resolved by yourself without the need to call us. In fact, the majority of the time, you'll be able to resolve the issue in minutes.

Firstly you should consult your Welcome Pack. This was given to you when you joined NTL as a customer. Here you'll find out all the information you need to fix the most of the common issues. Such as how to change the batteries in your remote control.

Or you can press the red button on your remote control when our customer service channel 'channel NTL'. There, you'll find all the information you need to get your services back up and running.

Then if you still can't resolve the issue then call our customer service team on 0800 052 2000

Q: But what if the issue is that the TV isn't working so you can't press the red button?

A: Then you should call us, however, before you do call. Most of the time the TV just needs to be re-booted.

Q: What does "re-booted" mean?

A: Re-Booting is a fancy term we use to describe powering down your set top box and then powering it back on again. To do this you must.

.  Turn your set top box off at the power mains. Make sure it's the mains and not the standby button on your remote control.

.  Leave your box powered off at the mains for 5 minutes.

.  Then after 5 minutes turn the power on at the mains and switch your set-top-box back on.

The box will then re-start and with most of our customers, the TV service is restored. You can then use the red button when watching 'my ntl home'