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-   -   [Update] ALL 20>30Mb upgrade discussion (https://www.cableforum.uk/board/showthread.php?t=33673990)

Stephen 01-02-2011 20:37
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by pip08456 (Post 35164023)
Stephen, at no time and in no info given does it state that £30 is a charge for the superhub.

The ONLY charge stated for a superhub is £75 unless you are upgrading.

£30 is quoted as an activation charge.

What is it you actually do as an employee?
It doesn't matter what I do at VM I have access to the same info as every other employee and I can assure you that if you already have a superhub on 20Mb you would not be charged the £30.

dnh 01-02-2011 20:42
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Stephen (Post 35164036)
It doesn't matter what I do at VM I have access to the same info as every other employee and I can assure you that if you already have a superhub on 20Mb you would not be charged the £30.
I have the new superhub and have just phoned cs and was told i would have to pay £30 so i said forget it

pip08456 01-02-2011 20:43
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Stephen (Post 35164036)
It doesn't matter what I do at VM I have access to the same info as every other employee and I can assure you that if you already have a superhub on 20Mb you would not be charged the £30.
So the "activation" charge is non-existant and indeed a form of extortion!

I wonder what the ASA would have to say about that?

Zee 01-02-2011 20:46
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by dnh (Post 35164040)
I have the new superhub and have just phoned cs and was told i would have to pay £30 so i said forget it
i was told the same thing... :confused:

Tazz 01-02-2011 20:53
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by telfordcable (Post 35163438)
Been ring up 0800 052 7588 and downgrade me from 50 meg to 30 meg with monthy charge of just £21.50 per month for 12 months contract with a discount loyalty of £7.00 off. Quick start without activation fee and it all done now:
Quote:
Originally Posted by telfordcable (Post 35163970)
I can't afford £35 a month on 50Mb but now I am paying just £21.50 with £5.00 off discount loyalty for 30 Meg. That's suit me fine as I am a full time student.
Make up your mind is it £5 or £7 loyalty discount??? At least try to stay consistent if you are going to make things up :D

Peter_ 01-02-2011 20:58
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by dnh (Post 35164040)
I have the new superhub and have just phoned cs and was told i would have to pay £30 so i said forget it
As I said further up the thread just wait a few weeks as you should be uplifted for free if you have the Superhub already.

pip08456 01-02-2011 21:00
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Chrysalis (Post 35164027)
Its clear its for the superhub, but its worded to make people think otherwise.

Someone even said there is an internal memo stating its to cover the cost of sending it out.
Can you quote that it is just a charge for a superhub? If I wanted one I would have to pay £75.

---------- Post added at 20:00 ---------- Previous post was at 19:58 ----------

Quote:
Originally Posted by Masque (Post 35164050)
As I said further up the thread just wait a few weeks as you should be uplifted for free if you have the Superhub already.
So would you like to explain the "activation" charge?

It all means nothing to me as I'm on 50Mb but I am not a fan of false advertising or misleading of the consumer which VM seem to be experts at!

dnh 01-02-2011 21:00
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Masque (Post 35164050)
As I said further up the thread just wait a few weeks as you should be uplifted for free if you have the Superhub already.
Do you really think this will happen? if it does the fair play to vm

Peter_ 01-02-2011 21:05
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by dnh (Post 35164055)
Do you really think this will happen? if it does the fair play to vm
Wait a month and get back if it happens.;)

AndyCambs 01-02-2011 21:06
Re: 20 Mb/s to 30Mb/s free upgrade
 
Just received the email confirmation having order the superhub at £30 activation:
Quote:

We're pleased to say we can give you a special bundle offer of <input offer e.g. 2 for £20>, saving you even more money than you thought on your Virgin Media services
Shouldn't someone have filled in the blanks????

Zee 01-02-2011 21:08
Re: 20 Mb/s to 30Mb/s free upgrade
 
So why are CS telling people who already have a Superhub to pay £30?

Nopanic 01-02-2011 21:10
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Zee (Post 35164065)
So why are CS telling people who already have a Superhub to pay £30?
Maybe that's the only code they have at the moment ?

Peter_ 01-02-2011 21:11
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Nopanic (Post 35164067)
Maybe that's the only code they have at the moment ?
Most likely reason.

robtuk06 01-02-2011 21:20
Re: 20 Mb/s to 30Mb/s free upgrade
 
Is the £30 taken when you ring up or is it added to your bill, or can you choose which?

Peter_ 01-02-2011 21:20
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by robtuk06 (Post 35164076)
Is the £30 taken when you ring up or is it added to your bill, or can you choose which?
It is usually added to your next bill.

Tazz 01-02-2011 21:21
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Nopanic (Post 35164067)
Maybe that's the only code they have at the moment ?
But some have posted to getting it for free if they have the hub... :dozey:

medic boy 01-02-2011 21:23
Re: 20 Mb/s to 30Mb/s free upgrade
 
I can't understand why vm are charging for this increase in broadband speed when they never did before. I have been on the xl package from the beginning when it was 512kbs and I have never been charged for any increase in speed, even when they said i needed a new modem to keep up with the speed increase, so why are they doing it now. I have my own router because i got tired of asking for one from them, because they kept on saying it was out of stock.

dnh 01-02-2011 21:24
Re: 20 Mb/s to 30Mb/s free upgrade
 
if that is the case then why all the mix up at virgin? or does it just depend if you get a nice cs rep or a mardy git

SnoopZ 01-02-2011 21:25
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by medic boy (Post 35164082)
I can't understand why vm are charging for this increase in broadband speed when they never did before. I have been on the xl package from the beginning when it was 512kbs and I have never been charged for any increase in speed, even when they said i needed a new modem to keep up with the speed increase, so why are they doing it now. I have my own router because i got tired of asking for one from them, because they kept on saying it was out of stock.
This upgrade needs new equipment so i guess they want us to pay towards the cost, don't mind paying a 1 off £30 as my monthly bill isn't going up infact it is going down 50pence because of it.

Zee 01-02-2011 21:26
Re: 20 Mb/s to 30Mb/s free upgrade
 
So they are taking money from people unlawfully?

Stephen 01-02-2011 21:28
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by medic boy (Post 35164082)
I can't understand why vm are charging for this increase in broadband speed when they never did before. I have been on the xl package from the beginning when it was 512kbs and I have never been charged for any increase in speed, even when they said i needed a new modem to keep up with the speed increase, so why are they doing it now. I have my own router because i got tired of asking for one from them, because they kept on saying it was out of stock.
As has already been mentioned a few times they are only charging £30 for the superhub to be sent out. If you already have one you don't pay the upgrade cost.

---------- Post added at 20:28 ---------- Previous post was at 20:27 ----------

Quote:
Originally Posted by Zee (Post 35164086)
So they are taking money from people unlawfully?
No not at all.

Zee 01-02-2011 21:29
Re: 20 Mb/s to 30Mb/s free upgrade
 
Why not? If it is supposed to be free to customers who already have a Superhub, how can they charge £30?

medic boy 01-02-2011 21:29
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by SnoopZ (Post 35164085)
This upgrade needs new equipment so i guess they want us to pay towards the cost, don't mind paying a 1 off £30 as my monthly bill isn't going up infact it is going down 50pence because of it.
I only got the new modem about 2 years ago and they did not charge me for the modem or postage, so why should I be charged now.

dnh 01-02-2011 21:30
Re: 20 Mb/s to 30Mb/s free upgrade
 
Thats a lie because i was just told that iwould have to pay £30 even though i have the hub

Stephen 01-02-2011 21:32
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by pip08456 (Post 35164042)
So the "activation" charge is non-existant and indeed a form of extortion!

I wonder what the ASA would have to say about that?
No its not. They are taking a small one off charge to cover providing the new Superhub to you.


Quote:
Originally Posted by dnh (Post 35164093)
Thats a lie because i was just told that iwould have to pay £30 even though i have the hub
Well if you have the superhub just wait and you will be upgraded to 30Mb anyway. It just might take a few weeks ;)


Quote:
Originally Posted by Zee (Post 35164090)
Why not? If it is supposed to be free to customers who already have a Superhub, how can they charge £30?
Just wait for the auto uplift to happen then.

Zee 01-02-2011 21:33
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Stephen (Post 35164094)
No its not. They are taking a small one off charge to cover providing the new Superhub to you.
Yeah, but as i said then if they are taking a small charge to provide a Superhub, people who already have a Superhub, they should not be taking any charge.

---------- Post added at 20:33 ---------- Previous post was at 20:32 ----------

Quote:
Originally Posted by Stephen (Post 35164094)


Just wait for the auto uplift to happen then.
I don't mind waiting, even if it takes months, all im saying is they should not be taking £30 from customers who already have the Superhub, my services are activated on the 5th Feb anyway.

Stephen 01-02-2011 21:35
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Zee (Post 35164098)
Yeah, but as i said then if they are taking a small charge to provide a Superhub, people who already have a Superhub, they should not be taking any charge.

---------- Post added at 20:33 ---------- Previous post was at 20:32 ----------



I don't mind waiting, even if it takes months, all im saying is they should not be taking £30 from customers who already have the Superhub, my services are activated on the 5th Feb anyway.
Well as I said, just wait for the uplift to happen and you will get 30Mb anyway. Masque has also mentioned it.

They aren't meant to be charging people that have the superhub.

Peter_ 01-02-2011 21:37
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by medic boy (Post 35164092)
I only got the new modem about 2 years ago and they did not charge me for the modem or postage, so why should I be charged now.
As you only have a standard modem and 30Mb requires a Superhub which will cost you £30 for activation and delivery, even I am getting one for the same price and I work for them.

Chrysalis 01-02-2011 21:41
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Zee (Post 35164086)
So they are taking money from people unlawfully?
nothing unlawful about, maybe immoral but thats it.

end of the day they can charge £1000 if they wanted, they not forcing people to upgrade.

personally I am glad they charging as it will restrain the uptake in network demand but I do think eventually maybe months down the line they will just upgrade everyone anyway.

---------- Post added at 20:41 ---------- Previous post was at 20:40 ----------

If people with the hub are been made to pay then obviously what I said was wrong about it been for the superhub.

Zee 01-02-2011 21:42
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Chrysalis (Post 35164109)
nothing unlawful about, maybe immoral but thats it.

end of the day they can charge £1000 if they wanted, they not forcing people to upgrade.

personally I am glad they charging as it will restrain the uptake in network demand but I do think eventually maybe months down the line they will just upgrade everyone anyway.

---------- Post added at 20:41 ---------- Previous post was at 20:40 ----------

If people with the hub are been made to pay then obviously what I said was wrong about it been for the superhub.
no what im saying is its totally fine for them to charge, but the £30 fee is to send out a Superhub, VM are still charging customers who already have a Superhubthe £30.

Chrysalis 01-02-2011 21:45
Re: 20 Mb/s to 30Mb/s free upgrade
 
Officially its for activation, it was just my thoery its for the superhub. The fact people with superhub's are still been charged disproves my theory.

Peter_ 01-02-2011 21:48
Re: 20 Mb/s to 30Mb/s free upgrade
 
IF YOU ARE ALREADY ON 20Mb AND ALREADY HAVE A SUPERHUB THEN WAIT FOR A FEW WEEKS AND YOU WILL BE UPLIFTED AT NO COST AUTOMATICALLY, BUT IF YOU CALL IN TO GET THE UPGRADE THEY WILL ATTEMPT TO CHARGE YOU.

v0id 01-02-2011 21:49
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Zee (Post 35164113)
no what im saying is its totally fine for them to charge, but the £30 fee is to send out a Superhub, VM are still charging customers who already have a Superhubthe £30.
It's just the same as Virginmedia charging to 'activate' the HD function of a V/V+ HD box

Athanor 01-02-2011 21:52
Re: 20 Mb/s to 30Mb/s free upgrade
 
Do any of the VM folks how this works if you're on 20mb XL as part of the friends and family deal from last year? Will taking the 30mb upgrade (or even opting to go for 50mb) "break" the F&F discount?

I spoke to the the CS folks a couple of times last year about potentialy upgrading to 50mb nad both times they thought that because Mates rates was a fixed package any changes or upgrades would end up with the discount being removed completely.

For obvious reasons I'll stick with 20mb if upgrading means losing the discount.

carbon60 01-02-2011 21:53
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Harlow CM20 (Post 35163694)
Maybe I'll get lucky and everyone else in my area will move to XL30 instead and then I can recieve a decent XL20 service on the old Docsis 1.1-2.0 system.
Remember that the XL20 service uses one of the downstreams that the 30/50/100Mbit services use so people moving to XL30 will make no difference.

Peter_ 01-02-2011 22:00
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Athanor (Post 35164126)
Do any of the VM folks how this works if you're on 20mb XL as part of the friends and family deal from last year? Will taking the 30mb upgrade (or even opting to go for 50mb) "break" the F&F discount?

I spoke to the the CS folks a couple of times last year about potentialy upgrading to 50mb nad both times they thought that because Mates rates was a fixed package any changes or upgrades would end up with the discount being removed completely.

For obvious reasons I'll stick with 20mb if upgrading means losing the discount.
It should not affect you upgrading to 30Mb as you will still be paying the same price the only difference is that you will have to pay £30 for the Superhub which you can order online. http://shop.virginmedia.com/existing...broadband.html

Athanor 01-02-2011 22:04
Re: 20 Mb/s to 30Mb/s free upgrade
 
Thanks - i'll give it a go. :)

jb66 01-02-2011 22:09
Re: 20 Mb/s to 30Mb/s free upgrade
 
I got my first 30meg install today, it costs £30 for hub but your bill actually goes down by £1.50 per month. So actually the hub and speed increase only costs £12 for the year!

muppetman11 01-02-2011 22:09
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Masque (Post 35164106)
As you only have a standard modem and 30Mb requires a Superhub which will cost you £30 for activation and delivery, even I am getting one for the same price and I work for them.
I cannot believe people are moaning about having to pay £30 for a wireless n docsis 3 modem/router and a 50 % speed increase come on guys it's still good value.

Masque an you confirm tech install or courier mine is Thursday 8-12 but I'm sure he said courier but I could be wrong.

jb66 01-02-2011 22:11
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Athanor (Post 35164126)
Do any of the VM folks how this works if you're on 20mb XL as part of the friends and family deal from last year? Will taking the 30mb upgrade (or even opting to go for 50mb) "break" the F&F discount?

I spoke to the the CS folks a couple of times last year about potentialy upgrading to 50mb nad both times they thought that because Mates rates was a fixed package any changes or upgrades would end up with the discount being removed completely.

For obvious reasons I'll stick with 20mb if upgrading means losing the discount.
Mates rates means you get a £33.50 discount no matter how high a package you take

Athanor 01-02-2011 22:13
Re: 20 Mb/s to 30Mb/s free upgrade
 
That's worth knowing, ta...

Peter_ 01-02-2011 22:14
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by muppetman11 (Post 35164146)
I cannot believe people are moaning about having to pay £30 for a wireless n docsis 3 modem/router and a 50 % speed increase come on guys it's still good value.

Masque an you confirm tech install or courier mine is Thursday 8-12 but I'm sure he said courier but I could be wrong.
That looks like an engineer time slot as an install slot would be 8-1 so possibly it may be the courier as I stated earlier in this thread when you first posted it.

Down the Pub 01-02-2011 22:31
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Masque (Post 35164133)
It should not affect you upgrading to 30Mb as you will still be paying the same price the only difference is that you will have to pay £30 for the Superhub which you can order online. http://shop.virginmedia.com/existing...broadband.html

well rang up tonight, and by bangalore bob that because of my loyalty discount that i'd end up paying £10 more :mad: (how does free become more?) - i take it they really don't know anything. so will have to try and get uk cs or retentions in the morning.

really do think that vm should have learned about outsourcing customer services by now.

Peter_ 01-02-2011 22:33
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Down the Pub (Post 35164181)
well rang up tonight, and by bangalore bob that because of my loyalty discount that i'd end up paying £10 more :mad: (how does free become more?) - i take it they really don't know anything. so will have to try and get uk cs or retentions in the morning.

really do think that vm should have learned about outsourcing customer services by now.
If you are on a Retentions package then your discounts would go in order for the upgrade to be applied, seen quite a few of these on here and Digitalspy today.

muppetman11 01-02-2011 22:37
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Masque (Post 35164153)
That looks like an engineer time slot as an install slot would be 8-1 so possibly it may be the courier as I stated earlier in this thread when you first posted it.
Thanks for that Masque :D

Stephen 01-02-2011 22:40
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Masque (Post 35164121)
IF YOU ARE ALREADY ON 20Mb AND ALREADY HAVE A SUPERHUB THEN WAIT FOR A FEW WEEKS AND YOU WILL BE UPLIFTED AT NO COST AUTOMATICALLY, BUT IF YOU CALL IN TO GET THE UPGRADE THEY WILL ATTEMPT TO CHARGE YOU.
What he said :p:

Down the Pub 01-02-2011 22:42
Re: 20 Mb/s to 30Mb/s free upgrade
 
it's not really a retentions deal that i'm on bud, per sae. i was out of contract and wanted to get my bill reduced and get rid of the sports as wasn't used. outsourcing couldn't help, and the only dept that i could get hold of that day - without holding on for ages was retentions. only asked them what i could do package wise, wasn't going to leave at all just budgeting a bit.

so because i aksed them, it's now a retentions deal.......:mad:




and i bet there is no fix for this then and i'm stuffed........nice. and on top it'd roll into a new 12month deal, surely there's give & take/middle ground not take take take

Peter_ 01-02-2011 22:46
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Down the Pub (Post 35164195)
it's not really a retentions deal that i'm on bud, per sae. i was out of contract and wanted to get my bill reduced and get rid of the sports as wasn't used. outsourcing couldn't help, and the only dept that i could get hold of that day - without holding on for ages was retentions. only asked them what i could do package wise, wasn't going to leave at all just budgeting a bit.

so because i aksed them, it's now a retentions deal.......:mad:




and i bet there is no fix for this then and i'm stuffed........nice. and on top it'd roll into a new 12month deal, surely there's give & take/middle ground not take take take
Try Retentions again and explain the issue.

Down the Pub 01-02-2011 22:54
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Masque (Post 35164198)
Try Retentions again and explain the issue.

thats what i'll have to do mate. just can't see what the issue is with this - and i bet (as you've said) not the only one with this, but i could bet that a fair few with the same loyalty terms have gotten it. it's the one thing that gets my goat about this, example 2 on the same package/deal get told different stories.

KenK 01-02-2011 23:10
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by muppetman11 (Post 35164146)
I cannot believe people are moaning about having to pay £30 for a wireless n docsis 3 modem/router and a 50 % speed increase come on guys it's still good value.
I have no need for a "wireless n" anything, "docsis 3" means nothing to me, and I've already got my own router. Every other speed increase from VM has been free: why do I have to pay a fee to get replacement piece of VM kit for this one? That kit will never be my property, and they sent out the last replacement free. It's not my fault VM have decided to drop stand-alone modems, so why do I have to pay for it?

Zaim7890 01-02-2011 23:15
Re: 20 Mb/s to 30Mb/s free upgrade
 
Mine will be activated/installed on the 8th of feb, can't wait.

will 30mbit be on docsis 3?

muppetman11 01-02-2011 23:18
Re: 20 Mb/s to 30Mb/s free upgrade
 
You have to have the kit because the 30mb speed runs on Docsis 3 were your modem doesn't .

SnoopZ 01-02-2011 23:18
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Zaim7890 (Post 35164233)
Mine will be activated/installed on the 8th of feb, can't wait.

will 30mbit be on docsis 3?
Yes it will.

KenK 01-02-2011 23:27
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by muppetman11 (Post 35164235)
You have to have the kit because the 30mb speed runs on Docsis 3 were your modem doesn't .
That's VM's problem, not mine. Why do I have to pay for it?

SnoopZ 01-02-2011 23:31
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by KenK (Post 35164240)
That's VM's problem, not mine. Why do I have to pay for it?
You can keep your 20Mb then and you won't have to pay it, problem solved but im happy for a price reduction a month and a small £30 charge for an N router and modem, for a 50% increase in speed.

Peter_ 01-02-2011 23:31
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by KenK (Post 35164240)
That's VM's problem, not mine. Why do I have to pay for it?
If you want 30Mb then it will cost £30 for the Superhub and activation, if you do not want to pay £30 then you can stay on 20Mb and pay the same price as you would have on 30Mb, the choice is yours to make.

jtaylor06 01-02-2011 23:36
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Masque (Post 35164246)
If you want 30Mb then it will cost £30 for the Superhub and activation, if you do not want to pay £30 then you can stay on 20Mb and pay the same price as you would have on 30Mb, the choice is yours to make.
Masque, will I need to ring up to sort out delivery/installation
or will it be all sorted without the need of a phone call?

:)

Zaim7890 01-02-2011 23:37
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by SnoopZ (Post 35164236)
Yes it will.
Ah, i hope i don't get any issue's with speeds cuz it took vm 2 years to sort it out. been getting rock solid 20mbit since the fix (3months ago)

savvychels 01-02-2011 23:43
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Zaim7890 (Post 35164252)
Ah, i hope i don't get any issue's with speeds cuz it took vm 2 years to sort it out. been getting rock solid 20mbit since the fix (3months ago)
That sounds like me :) I was just coming to ask if the superhub is all it's cracked up to be? I'm on VIP 20. I don't mind paying £30 for the hub/install if it's got all the bugs fixed (sorry not sure when it was introduced). When the guy came to fix my speed issues a couple of months back he said the blue modem I have is the most stable of what was out there. But perhaps he wasn't referring to the superhub.

I have no idea of Docsis etc... I have a blue ntl modem and a belkin router. If it means one less box on the desk I'm happy enough.

But I guess (aside from the above question) my main question is, is it worth it to upgrade now, or should I wait to see what the new package layout is once TiVo is officially rolled out.

Thoughts?

----

edited to add that I've just been reading the information on one of the other threads and my eyes have glazed over. I just want to plug and play - I have no idea about the technical side of things so I would need really detailed instructions for how to set up and check. Would an 'install' include the hub being set up by an engineer and ensuring it was working with the wireless devices.

Also another questions - on the website it says '4 wireless devices' - does that mean at one time or total? We have more than 4 devices that use wireless, but never usually more than 2 at a time.

Peter_ 01-02-2011 23:45
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by jtaylor06 (Post 35164251)
Masque, will I need to ring up to sort out delivery/installation
or will it be all sorted without the need of a phone call?

:)
I thought you had already ordered it according to an earlier post.

jtaylor06 01-02-2011 23:47
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Masque (Post 35164272)
I thought you had already ordered it according to an earlier post.
Ordered over the internet and was given a reference number on both site and email.
Does this mean, all I do is sit back and wait for a delivery sometime? :)

Peter_ 01-02-2011 23:55
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by jtaylor06 (Post 35164274)
Ordered over the internet and was given a reference number on both site and email.
Does this mean, all I do is sit back and wait for a delivery sometime? :)
You will probably have the Superhub sent out via courier and when you receive it you will need to call Quickstart on 0800 953 9500 to add the MAC address to your account and have it activated.

No idea on timescale for delivery.

Chrysalis 02-02-2011 00:09
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Masque (Post 35164285)
You will probably have the Superhub sent out via courier and when you receive it you will need to call Quickstart on 0800 953 9500 to add the MAC address to your account and have it activated.

No idea on timescale for delivery.
quickstart is uk call centre?

Blizzard 02-02-2011 00:19
Re: 20 Mb/s to 30Mb/s free upgrade
 
Just a quickie here. Currently on L Broadband, but would like a Superhub and with these prices changes it makes more sense to upgrade than buy outright.

One problem, this page says it's free when you upgrade to XL, but this page says it's £30. So which is it?

robtuk06 02-02-2011 00:31
Re: 20 Mb/s to 30Mb/s free upgrade
 
I rang up earlier and spoke to India, he said I will get a free superhub and be changed £30 installation. I wish they would all sing from the same hymn sheet.

I then asked if it can be done as a self install and he said yes, then proceeded to book me an engineer to install it over the weekend :rolleyes:

SnoopZ 02-02-2011 00:31
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Blizzard (Post 35164298)
Just a quickie here. Currently on L Broadband, but would like a Superhub and with these prices changes it makes more sense to upgrade than buy outright.

One problem, this page says it's free when you upgrade to XL, but this page says it's £30. So which is it?
Well spotted i would say Virgin have made a mistake there and i'd be interested to know what the out come is, but i can't see 10Mb getting the Superhub for free while the 20Mb customers pay £30.

pip08456 02-02-2011 00:34
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by SnoopZ (Post 35164307)
Well spotted i would say Virgin have made a mistake there and i'd be interested to know what the out come is, but i can't see 10Mb getting the Superhub for free while the 20Mb customers pay £30.
Well you would't would you as 10Mb customers can't get it free.

If a 10M customer wants one it will cost £75.

SnoopZ 02-02-2011 00:42
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by pip08456 (Post 35164308)
Well you would't would you as 10Mb customers can't get it free.

If a 10M customer wants one it will cost £75.
Oh yes i missed that part on the first link.

Blizzard 02-02-2011 00:42
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by SnoopZ (Post 35164307)
Well spotted i would say Virgin have made a mistake there and i'd be interested to know what the out come is, but i can't see 10Mb getting the Superhub for free while the 20Mb customers pay £30.
I'll probably pop into the Virgin Media store tomorrow to see if they'll have any idea before I phone up. I can understand it'd be a bit odd for 20Mb customers to pay but 10Mb not to, but it was free before the 30Mb package was announced so I'm in the dark there. Also the small print does say it's free as well for upgrading customers.

SnoopZ 02-02-2011 00:43
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Blizzard (Post 35164313)
I'll probably pop into the Virgin Media store tomorrow to see if they'll have any idea before I phone up. I can understand it'd be a bit odd for 20Mb customers to pay but 10Mb not to, but it was free before the 30Mb package was announced so I'm in the dark there. Also the small print does say it's free as well for upgrading customers.
Read up it'll cost you £30 on your second link. :)

Horizon 02-02-2011 00:44
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Chrysalis (Post 35164294)
quickstart is uk call centre?
Noooooo, I told you that already today. It's our Indian friends.:)

If it works, it should only take a minute. But for me, it didn't. So I had to call normal broadband support and insist I speak to a UK operator.

Kenk - after reading your posts tonight, I agree. Now taking a much harder line against charges - see my rant on the tivo thread.

We're already paying VM money each month, so enough of this activation fees nonsense! And you're right we shouldn't be paying for equipment either. We already pay money to VM each month to rent their equipment from them, not to purchase it for them!

Bloody cheek of them!:mad:

Blizzard 02-02-2011 00:46
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by SnoopZ (Post 35164314)
Read up it'll cost you £30 on your second link. :)
But "Free when you add or upgrade to 30Mb broadband, 50Mb broadband or 100Mb broadband"
and
"Free Virgin Media Superhub for XL and XXL: Available to all new Broadband customers taking our Size: XL, Size: XXL and Size:100 Broadband services, and to existing customers upgrading to XL"

Surely suggests otherwise? Hmm...

SnoopZ 02-02-2011 00:49
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Blizzard (Post 35164318)
But "Free when you add or upgrade to 30Mb broadband, 50Mb broadband or 100Mb broadband"
and
"Free Virgin Media Superhub for XL and XXL: Available to all new Broadband customers taking our Size: XL, Size: XXL and Size:100 Broadband services, and to existing customers upgrading to XL"

Surely suggests otherwise? Hmm...
You missed the part i did in link 1.

Quote:
£75 when taken with 10Mb broadband

Blizzard 02-02-2011 00:52
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by SnoopZ (Post 35164320)
You missed the part i did in link 1.
That's the price to buy on its own without upgrading? At least that's the impression the bundle builder gives.

pip08456 02-02-2011 00:56
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Blizzard (Post 35164318)
But "Free when you add or upgrade to 30Mb broadband, 50Mb broadband or 100Mb broadband"
and
"Free Virgin Media Superhub for XL and XXL: Available to all new Broadband customers taking our Size: XL, Size: XXL and Size:100 Broadband services, and to existing customers upgrading to XL"

Surely suggests otherwise? Hmm...
Not at all!

If you upgrade you will get the superhub "free" there is also an activation charge for 30Mb and above.

SnoopZ 02-02-2011 00:56
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Blizzard (Post 35164323)
That's the price to buy on its own without upgrading? At least that's the impression the bundle builder gives.
This is taken from your first link but just not to confuses other people the second link is the 1 you want to use at £30.

Quote:
New and existing customers:
Free when you add or upgrade to 30Mb broadband,
50Mb broadband or 100Mb broadband
£75 when taken with 10Mb broadband

Blizzard 02-02-2011 00:59
Re: 20 Mb/s to 30Mb/s free upgrade
 
Great, thanks for your help guys! :)

pip08456 02-02-2011 00:59
Re: 20 Mb/s to 30Mb/s free upgrade
 
The superhub has nothing to do with the cost. As an upgrade you get it free. Any other costs incurred have nothing to do with the superhub!

qasdfdsaq 02-02-2011 01:00
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Masque (Post 35163940)
You will find next week he is back up to 50Mb so take little or no notice of his work from photoshop.:D

---------- Post added at 18:42 ---------- Previous post was at 18:41 ----------


Even you are not that stupid to downgrade to 30Mb for little or no reason.:D
You can tell it's fake from the videos.

QoS/Rate limiting ftw.

Hey look, I'm on 30mb too!
https://www.cableforum.co.uk/images/...011/02/107.png

Oh wait...
Spoiler: 
Cable Modem Operation Configuration General Configuration Network Access : Allowed Maximum Number of CPEs : 1 Baseline Privacy : Enabled DOCSIS Mode : DOCSIS 3.0 Config File : V668732788139190d.cm Primary Downstream Service FlowSFID : 4619Max Traffic Rate : 53000000 bpsMax Traffic Burst : 10000 bytesMin Traffic Rate : 0 bpsPrimary Upstream Service FlowSFID : 4834Max Traffic Rate : 1750000 bpsMax Traffic Burst : 3044 bytesMin Traffic Rate : 0 bpsMax Concatenated Burst : 0 bytesScheduling Type : Best Effort

pip08456 02-02-2011 01:07
Re: 20 Mb/s to 30Mb/s free upgrade
 
Bit late to comment on a tc post!

qasdfdsaq 02-02-2011 01:34
Re: 20 Mb/s to 30Mb/s free upgrade
 
Bah, go to bed for 7 hours and the thread's gained 15 pages

---------- Post added at 00:29 ---------- Previous post was at 00:16 ----------

Quote:
Originally Posted by carbon60 (Post 35164129)
Remember that the XL20 service uses one of the downstreams that the 30/50/100Mbit services use so people moving to XL30 will make no difference.
Moving people to XL30 will balance the load across all the downstreams so it will make a big difference.

---------- Post added at 00:30 ---------- Previous post was at 00:29 ----------

Quote:
Originally Posted by KenK (Post 35164224)
I have no need for a "wireless n" anything, "docsis 3" means nothing to me, and I've already got my own router. Every other speed increase from VM has been free: why do I have to pay a fee to get replacement piece of VM kit for this one? That kit will never be my property, and they sent out the last replacement free. It's not my fault VM have decided to drop stand-alone modems, so why do I have to pay for it?
You won't be able to use 30mb without wireless N so you might as well stay on 20 anyway. Wireless G equipment only does 20mbps in practice.

---------- Post added at 00:32 ---------- Previous post was at 00:30 ----------

Quote:
Originally Posted by savvychels (Post 35164270)
That sounds like me :) I was just coming to ask if the superhub is all it's cracked up to be? I'm on VIP 20. I don't mind paying £30 for the hub/install if it's got all the bugs fixed (sorry not sure when it was introduced). When the guy came to fix my speed issues a couple of months back he said the blue modem I have is the most stable of what was out there. But perhaps he wasn't referring to the superhub.

edited to add that I've just been reading the information on one of the other threads and my eyes have glazed over. I just want to plug and play - I have no idea about the technical side of things so I would need really detailed instructions for how to set up and check. Would an 'install' include the hub being set up by an engineer and ensuring it was working with the wireless devices.
The Superhub is designed for people like you which is why some of the more technically advanced folk are moaning. Plug it in and it goes, no configuration required. The internet connection configures itself (well, after you phone to activate it) and the wireless is already set up for you with a network name and password printed on a sticker somewhere.

---------- Post added at 00:32 ---------- Previous post was at 00:32 ----------

Quote:
Originally Posted by SnoopZ (Post 35164307)
Quote:
Originally Posted by Blizzard (Post 35164298)
Just a quickie here. Currently on L Broadband, but would like a Superhub and with these prices changes it makes more sense to upgrade than buy outright.

One problem, this page says it's free when you upgrade to XL, but this page says it's £30. So which is it?
Well spotted i would say Virgin have made a mistake there and i'd be interested to know what the out come is, but i can't see 10Mb getting the Superhub for free while the 20Mb customers pay £30.
Not really wrong at all.

First page says it's free if you upgrade to XL. Not if you're already on XL.

Second page says specifically:
Quote:
Upgrade from 20Mb to 30Mb for just £30
This is entirely correct. 10mb upgrading to 30mb don't pay. 20m upgrading to 30mb pay £30.

---------- Post added at 00:34 ---------- Previous post was at 00:32 ----------

Quote:
Free installation & activation upgrade offer: Offer ends 31st March 2011. Subject to network capacity.
Subject to network capacity?! I know a few people on here who'll go raving mad when they see this :p:

Smilie 02-02-2011 02:11
Re: 20 Mb/s to 30Mb/s free upgrade
 
on this page it says "If you're on 10Mb broadband you can upgrade for a one-off payment of £30, there'll also be a price increase to your monthly broadband payment."
they got that page wrong???

qasdfdsaq 02-02-2011 02:26
Re: 20 Mb/s to 30Mb/s free upgrade
 
D'oh, yeah I missed that bit. You may be right - that may be wrong. Not entirely sure, seems they're implying 10mb upgrading to 30mb do pay activation charge whereas new 30mb customers don't, and 10mb upgrading to 20mb didn't have to pay said charge. Now I'm confused...

Milambar 02-02-2011 03:49
Re: 20 Mb/s to 30Mb/s free upgrade
 
A comment earlier in the thread has got me a bit worried...

When I phoned up to upgrade, I paid the £30 activation fee by credit card there and then. Someone earlier in this thread said that the activation fee is added to the next bill.

Does that mean theres a chance I am going to get charged twice?

v0id 02-02-2011 04:44
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Milambar (Post 35164388)
When I phoned up to upgrade, I paid the £30 activation fee by credit card there and then. Someone earlier in this thread said that the activation fee is added to the next bill.

I was all prepared to pay the £30 activation fee by card there and then, and lovely lass on the phone was all "Oh, No No, it'll be added to your next bill"

Maybe you have a REALLY low credit limit on your account or something which is why they took a CC payment :confused:

savvychels 02-02-2011 04:55
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by qasdfdsaq (Post 35164347)
The Superhub is designed for people like you which is why some of the more technically advanced folk are moaning. Plug it in and it goes, no configuration required. The internet connection configures itself (well, after you phone to activate it) and the wireless is already set up for you with a network name and password printed on a sticker somewhere.
Thank you! Give me photo and graphics stuff, give me publisher/excel etc and I'm good to go. Talk techie and I'm totally lost. I do appreciate the frustration of those more technically inclined though.

Anyway, thanks - now to decide if I should just go ahead now or wait for a TiVo VIP pack...

May just have to go for it now...

Peter_ 02-02-2011 07:10
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Milambar (Post 35164388)
A comment earlier in the thread has got me a bit worried...

When I phoned up to upgrade, I paid the £30 activation fee by credit card there and then. Someone earlier in this thread said that the activation fee is added to the next bill.

Does that mean theres a chance I am going to get charged twice?
It does show that you can pay by card on the upgrade to 30Mb link so you will not be charged twice.

---------- Post added at 06:10 ---------- Previous post was at 06:06 ----------

Quote:
Originally Posted by Chrysalis (Post 35164294)
quickstart is uk call centre?
In the main yes but you will get offshore when busy as with most other services.

Peter_ 02-02-2011 09:12
Re: 20 Mb/s to 30Mb/s free upgrade
 
I have ordered the upgrade and even staff have to pay the £30 Activation/delivery charge, but I will get a 50% uplift in my speed 30Mb down and 3Mb up as my area has had the the Upstream uplift so it is a cheap price to pay for a relatively large upgrade.

I will have to wait but I know that it has been ordered.

Down the Pub 02-02-2011 09:31
Re: 20 Mb/s to 30Mb/s free upgrade
 
well spoke to retentions and they can't do jack about it. they have fired an email to marketing about it as there are loads of people in the same boat with the loyalty packages.


still doesn't help though :rolleyes:

jtaylor06 02-02-2011 09:33
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Masque (Post 35164285)
You will probably have the Superhub sent out via courier and when you receive it you will need to call Quickstart on 0800 953 9500 to add the MAC address to your account and have it activated.

No idea on timescale for delivery.
Thank you! :)

Sorry for late reply too!

Peter_ 02-02-2011 09:37
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Down the Pub (Post 35164439)
well spoke to retentions and they can't do jack about it. they have fired an email to marketing about it as there are loads of people in the same boat with the loyalty packages.


still doesn't help though :rolleyes:
It depends if you think the extra money is worth it for the upgrade, did they tell you how long you have left on the package.

Down the Pub 02-02-2011 09:40
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Masque (Post 35164444)
It depends if you think the extra money is worth it for the upgrade, did they tell you how long you have left on the package.

well considering last month i was told it would be £15 to get 50meg it's not worth the extra. have about 5 months left so will see.

Peter_ 02-02-2011 09:43
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by jtaylor06 (Post 35164441)
Thank you! :)

Sorry for late reply too!
No problem;)

Ignitionnet 02-02-2011 10:06
Re: 20 Mb/s to 30Mb/s free upgrade
 
Blimey an upgrade including a drop in monthly charge with a one-off fee certainly makes a lot of people suddenly want to leave VM given how many suddenly take that 'Thinking of leaving us' option on the IVR. ;)

Marketing will be all over it so long as it isn't their budget paying for it naturally :)

whizzard 02-02-2011 11:02
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Ignitionnet (Post 35164465)
Blimey an upgrade including a drop in monthly charge with a one-off fee certainly makes a lot of people suddenly want to leave VM given how many suddenly take that 'Thinking of leaving us' option on the IVR. ;)

Marketing will be all over it so long as it isn't their budget paying for it naturally :)
Problem is that everyone likes a deal and if one person gets different treatment to another then all hell breaks loose, and forums and hotukdeals and other such places serve only to compound such issues further.

Ironically, it always seems to be those on a cushy little number that are always the most vocal. In VM's case, the days of handing out retentions packages like sweeties certainly bites them in the ass in this kind of scenario, which necessitates a need for some method of standardization and transparency.

People seem to forget it's not a mandatory upgrade, and well for those who cannot wait and want it yesterday but on their own terms, having your cake and also wishing to eat it springs to mind.

Lets see how many of them who decide to leave manage when they have to possibly pay two seperate providers for their "triple-play" services last when they live 7km from the exchange and have a ghetto 2mb connection at best ;)

beardsley 02-02-2011 11:03
Re: 20 Mb/s to 30Mb/s free upgrade
 
VM are really getting on my goat now.

Phoned yesterday morning and was offered 30Mb for £1.50 less than at present, with caller display free instead of £2.00. Also a goodwill payment of £12 against the activation charge. Unfortunately the agent could not put it through right then and I was told to call back later yesterday or today.

Phoned back yesterday evening and had some very strange things on the phone (hold music playing while talking to the agent and transferring from one agent to another mid conversation). I was told then that the best they could offer was £4.51 more that I am paying at the moment. Called back today and told the same deal.

BT Infinity is available in my area and the checker indicates that I should get 30Mb down and 6.6Mb up, so it looks like it is time to jump ship.

The ironic thing is that from past experience, once the number porting request is submitted by BT and it is too late, I will probably get a phone call offering a better deal than I am being refused now.

Blackened 02-02-2011 11:28
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by whizzard (Post 35164520)
Problem is that everyone likes a deal and if one person gets different treatment to another then all hell breaks loose, and forums and hotukdeals and other such places serve only to compound such issues further.

Ironically, it always seems to be those on a cushy little number that are always the most vocal. In VM's case, the days of handing out retentions packages like sweeties certainly bites them in the ass in this kind of scenario, which necessitates a need for some method of standardization and transparency.

People seem to forget it's not a mandatory upgrade, and well for those who cannot wait and want it yesterday but on their own terms, having your cake and also wishing to eat it springs to mind.
:clap:

Ignitionnet 02-02-2011 11:59
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by whizzard (Post 35164520)
Problem is that everyone likes a deal and if one person gets different treatment to another then all hell breaks loose, and forums and hotukdeals and other such places serve only to compound such issues further.

Ironically, it always seems to be those on a cushy little number that are always the most vocal. In VM's case, the days of handing out retentions packages like sweeties certainly bites them in the ass in this kind of scenario, which necessitates a need for some method of standardization and transparency.
Given the comical deal I was offered to not cancel an installation I wouldn't hold your breath on any kind of standardisation happening. VM are utterly terrified by churn.

Helix 02-02-2011 12:24
Re: 20 Mb/s to 30Mb/s free upgrade
 
I signed up for it online yesterday, got a confirmation email today saying they will be sending a technician around next Thursday between ALLDAY.

Is that right? I though they just sent it by courier and I installed it myself.

BenMcr 02-02-2011 12:27
Re: 20 Mb/s to 30Mb/s free upgrade
 
It depends. For some addresses it does require a tech install, which will be free


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