Re: [Update] ALL 20>30Mb upgrade discussion
 

Haha, I never knew that.
Good tip!

Re: [Update] ALL 20>30Mb upgrade discussion
 

But you have the wrong config and need to call in.

Re: [Update] ALL 20>30Mb upgrade discussion
 

What do i ask, them to re-send the 30mb config file ?

Bugger - i am going to call them now.

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Yes :)

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As you are not on the correct speed they will have to fix it for you, so basically Yes.:)

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Technical support is 150 from a Virgin phone right ?

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That will get you there but support is 151 for speed.

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0800 activation number is a good one no call queues menus etc. and this is from where I sit an activation issue.

08009539500

Re: [Update] ALL 20>30Mb upgrade discussion
 

Ok i spoke to a nice guy in Scotland, he obviously tried something because the hub rebooted, however he said my account shows a pending upgrade from 20mb to 30mb which should be done by tomorrow.

I assume i just have to wait now.

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He is already activated though so they would just transfer him which is not a good customer experience as you want the correct department first time.

But a good number to post anyway for people wanting to activate their kit.

---------- Post added at 20:05 ---------- Previous post was at 20:04 ----------

Why did the previous agents not see that it makes you wonder, if still the same in the morning call again.

Re: [Update] ALL 20>30Mb upgrade discussion
 

I didnt get transferred, I rang it a 2nd time and the guy fixed my issue.

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A normal Quickstart agent would just transfer as they only activate kit so you so you must have got a crosstrained broadband agent.

Re: [Update] ALL 20>30Mb upgrade discussion
 

To be fair when i called the first time after activation the guy did say wait 6hrs or so but after checking the hub i thought they had made an error and sent the wrong config file.

Anyway i will see what happens, the hub is quite a nice looking piece of kit and it takes up less space than the modem/router i had before.

Just need to have a nose around all the menus now.

Thanks to everyone for their help i really appreciate it ;-)

Re: [Update] ALL 20>30Mb upgrade discussion
 

I suggest you recheck my issue, it wasnt successfully activated I was left on the legacy equipment with no config. Incidently he did start saying it was not his department as he is activations, but I insisted since it was a failed activation.

A failed activation needs reactivating. :)

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For a minute i thought i was supposed to go to the activation page but i just tried and it didn't work.

I would of felt really stupid if i missed out a really simple step.

Re: [Update] ALL 20>30Mb upgrade discussion
 

He is supposed to transfer you to technical support if not trained as he will not be using the same tools as we use, the is a process to follow and a Quickstart only agent should follow it and transfer you.

If I get a activation I immediately transfer them to Quickstart as I am not trained to do their job.

---------- Post added at 20:49 ---------- Previous post was at 20:48 ----------

As you are an existing customer you must never go through the Activation pages as that can cause other issues.

Re: [Update] ALL 20>30Mb upgrade discussion
 

well got 50 being installed next saturday. as it is only £15 extra on my bundle, if it wanted 30 meg it would have been a tenner - work that out?

it goes like this, as it is at the minute i'm getting a loyalty discount each month from when i reduced and changed my bundle. to get the "free upgrade to the 30meg they would have had to apply it as a bundle change - thus losing the full loyalty discount and having it reduced https://www.cableforum.co.uk/images/...2011/02/62.gif and made the package £10 more + activation on a new 12 month deal. but to go up a tier to 50meg and i more or less keep the full discount and only an extra £5 over the 30meg. so gone with 50meg upgrade - and with free install and activation https://www.cableforum.co.uk/images/...2011/02/63.gif.


and one more point, do any dept's actually talk to each other - i.e. retentions>marketing etc etc? as when i rang up last night and spoke to retentions (only way to avoid being wound up by language ;)) the lady i spoke to swore that there was only fee install and not activation. even though i told her there was a web page for customer upgrades that gave free install & activation. so said i'd ring back today, rang back and and the lady i spoke to sorted it straight away :D

Re: [Update] ALL 20>30Mb upgrade discussion
 

No its just that some agents are rather stupid and could not find their own behind with a baseball glove.

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lol, and i take it that that is with the selfcare guide as well :D. i mean it is something when customers have to tell reps where to find details of their own offers.

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And some companies have moronic policies like forcing people to drop their retention deals to go from 20 to 30Mbps but getting free activation and keeping them to go to 50Mbps.

I wonder how many people will do the obvious, go to 50Mbps with no activation or install charge then downgrade to 30Mbps.

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Just had a thought, I wonder if the superhub flood protection is dropping config updates causing these issues?

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Not at all related, nothing going to the cable modem itself hits the firewall any more than a separate router's firewall will affect a standalone modem.

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understood so modem -> firewall -> router on superhub.

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As Down the Pub did above you mean.:D

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No, modem -> router. Firewall features sit within router not around it or between it and the modem.

---------- Post added at 21:49 ---------- Previous post was at 21:48 ----------

I'm hoping tons of people do.

Not that it will dissuade the inevitable retentions deals on 30Mb. £18.50 for 30/3 is far too much!

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Course the way the discounts work there may be a few arguments when doing so

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Find me something, anything, that isn't being given away free or at a reduced rate by retentions. Even 50Mb became a retention tool and was discounted before too long had passed, TiVo will probably be getting handed out to customers by retentions agents desperate to hit their target, no reason to think 30Mb won't follow every other product.

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Interesting. When I activated, I gave the representative my MAC, who then told me to "reboot the hub, then go to virginmdedia.com, and follow the activation link..."

Needless to say, it took 2hrs and 2 further phonecalls to 151 before things started working.

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Well for a start there are zero Retention deals that include 30Mbit at present.

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i wasn't arguing about the discount, it was more of a grumble as to how it worked/applied as i've only just found out after being told - the activation fee wouldn't have bothered me that much either.

the other thing is that nothing on the original 30meg page mentioned about increases due to discounts - this was also pointed out by chap at retentions and the firing of an email to marketing to point the issue out (weather that was done i don't know). it's something that needs addressing as i'm not the only one with this issue.

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The way things are going I'm hoping that the 30Mbps upgrade in my area also coincides with the upload speed bump, going from 20Mbps/0.7Mbps to 30Mbps/3Mbps, no additional costs like activation fees or whatever.

The downside will be having to try the Super Hub again, as I suppose anything above 20Mbps is going to require EuroDOCSIS3 because that's the way VM want to do it. Maybe I'll get really lucky and the double speed increase will happen when the "turn Super Hub into modem only" firmware version comes out! :D

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Signed up for the 30mb deal on Monday night, Superhub came by courier this afternoon.
Hooked it up, called India to get it activated - finally got it talking to my laptop.

Now it's taking a clear 3/4 seconds from when I enter a URL till it actually loads the page - speedtests say I am getting somewhere in the region of 19Mb.

Downstream still shows I'm on 20mb config, and the power levels are as attached.

Any ideas if there is something I can do to imprve the responsiveness at least, or is it a fault call in the morning? My old Ambit on 20mb was better as it didn't take an age to even start loading a page.

Re: [Update] ALL 20>30Mb upgrade discussion
 

30Mbit is available everywhere now

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Sorted it, turned the firewall feature off.

Feel sorry for anyone who gets one of these and doesn't spend some time googling that setting.

Re: [Update] ALL 20>30Mb upgrade discussion
 

aye, just turning off IP flood protection sorted out some browser slowdowns and timeouts I was getting.

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Does 20->30Mb require engineer visit or is it self install?

Re: [Update] ALL 20>30Mb upgrade discussion
 

For the most part it is Self Install, though some addresses require an engineer visit. If you do it's free

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Is there a way to find out whether I'll need one or not? Also, what is the upload speed for those who haven't had the upgrade yet? Same 768Kbps as the 20Mb?

Re: [Update] ALL 20>30Mb upgrade discussion
 

Only by placing the order as the system flags it during the order process.

It's 1Mbit upload for non-upgrade areas

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OK thanks. Are saturday installs available as weekdays are a problem for me.

Re: [Update] ALL 20>30Mb upgrade discussion
 

Saturday engineer installs yes. Saturday deliveries, not at present I don't think

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Delivery is not a problem as I can collect from depot if needed, just having someone at home during the day waiting for an engineer is a problem. If it was guaranteed that I wouldn't need an engineer then I'd order it right now.

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Hi, I do not know if anyone can explain this price increase but I went through the Virgin Media website to request the superhub and upgrade my VIP 20mb to 30mb.

Today I received a reply saying they would provide a hub but I could also have a "special" upgrade price to my VIP20 package of £122.50 a month which is a substantial price increase on my current bill. The e-mail from the Virgin media web team even states that I am now "saving even more money" even though they intend to vastly increase my monthly bill.

I have no retention deals that could be removed by the upgrade and I am a little stunned at the attempt to gain a price increase for something I am led to believe will only cost a one off payment of £30.

Re: [Update] ALL 20>30Mb upgrade discussion
 

You would need to speak to Customer Services on that one, as I have no idea what is going on there

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Just adding my 2 cents in this thread.

I got a letter a few days ago saying by Virgin themselves, that we are getting a free upgrade to 30Mb, from 20Mb, and a free super-hub. It had been a few days so I decided to phone them up just now to clarify. First I phoned 150 to ask about the super-hub and to see when that would be posted to us. They said that we never even had the 30Mb added to our account. It was non-existent. So then I asked can we have it since we have the letter saying so. They told us to phone the number on the letter (0800 one) and ask them, but she said it was costing £30 no matter what, it wasn't free.

So I phoned up the 0800 number. Spoke to the guy and said when are we getting the hub and upgrade activated. He said there is no free upgrade, for us, it would be £30 one off fee, and then £10 a month to have that 30Mb. What? So I said well we have a letter saying it's all free. He said they sent those letters out to all Virgin customers (which I don't believe). So I asked why are they sending letters out saying it's free, when it ISN'T?

I got no answer. What games are Virgin playing? They say its free in a letter, but it's not when you phone them, or use their website. So just like Elijah, I'm getting different price quotes from different sales reps. Seems Virgin don't know what the hell they're doing with this.

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Thanks for your comments. I certainly shall not speak to customer services as they are completely unhelpful.

I have never had any problem solved by Virgin media CS department. I have been with VM (and NTL before that and Diamond Cable before them) so long I cannot rempber not having cable services and ufortunately the only way of getting anything done by Virgin Media is by phoning the cancellations guys which I intend to do tomorrow.

I still find it incredible that the only way to get anything achieved is to threaten to leave.

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I got my install tomorrow, not sure if its 20Mb or 30Mb though. We'll see...

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Exactly, this is the only way I managed to get what I have too. By threatening to go to Sky. I'll keep trying 151 over the next few days, if I still get nothing, I might have to try cancellation again. If that fails then I may aswell pay the £30. That I don't mind since I need a new wireless router anyway, so I see it I'm getting 10Mb free and a good router, I just don't like the idea I'm being told to pay £10 a month for it - when for that price I would try and haggle a 50Mb plan. Ridiculous.

Re: [Update] ALL 20>30Mb upgrade discussion
 

Got an engineer install tomorrow, they taking the old modem and router away? More importantly the router as I can make use of it if they aren't taking them.

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Just to add.

Those of us on VM Partner deals (Not Retentions) can keep there billing price without paying extra per month.

also, I've got to have an engineer visit instead of being sent a self install pack.

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Still no change this morning, hub connection page still shows me being on 20mb so whatever was supposed to happen overnight obviously hasn't. Tried a reboot and still no joy.

Will try technical this morning, at least I still have service which is a good thing.

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As I said matter of time, everything goes on the list for people to blag sooner or later.

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Try ringing as soon as possible.

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Spoken to technical, he tried to send the config file but because the 'upgrade' is showing as pending on my account it won't accept it.

He is going to speak with someone and call me back this morning, sounds like someone may have forgotten to hit the 'confirm' key when I ordered.

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If you do not get a callback by midday ring back.

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He said he would ring by by midday so I hope he does call, no reason to believe that he wouldn't.

Thanks again.

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Where did he sound like he was from here or offshore.

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He was Scottish so I assumed he was 'onshore' unless he is on secondment to Mumbai ?

To be honest I wouldn't even bother with offshore, I would ring back until I spoke to onshore.

That is not based on any bad experience with Virgin but with other providers.

Is there technical support offshore then, the last 2 people I spoke to were Scottish.

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We have Liverpool, Swansea, Airdrie, Delhi and Pune.

I expect he will callback.

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Ah Airdrie then, he was very good, explained power levels to me and what the tolerances were in case i ever had any problems.

I have had zero issues with my connection in the past, i think this is just a simple admin error which hopefully can be resolved relatively quickly.

---------- Post added at 09:13 ---------- Previous post was at 08:55 ----------

Wireless cut out momentarily, quick look in the config pages shows I now have 30mb.

Within a minute of the file being sent my phone rang with the guy from support confirming the file was sent successfully.

Amazing customer service in my view.

Thanks again to everyone for their help.

https://www.cableforum.co.uk/images/...011/02/122.png

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He would have rebooted your modem remotely, nice one

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I had that problem yesterday - when I rang up (just before noon) to get the hub activated, I had great difficulty understanding the accent, or a lot of the words; they were slurred together, and in conjunction with the sing-song accent, I had to keep asking the guy to repeat what he had said.


Mind you, it was a very strong scouse accent.

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:redcard:

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The Indian accents are usually easy enough to understand, even if they do just read from the screen, but the northern accents are hard to understand at times.

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Would that be masque?????https://www.cableforum.co.uk/images/...2011/02/59.gif:D

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How is your scottish accent or have you managed to lose it.:D

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Made me laugh

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I have a few questions to ask, I apologise straight away if this has been covered in previous posts, but it is quite impossible to read all 1460+....

1. I have not received any mail or email regarding this upgrade, does it mean that its not in my area yet, my post code is SK10.

2. I am now on 20mb and I have a Linksys router WRT54G, will it handle 30mb connection? I have a (don't know what make) 255 modem.

3. If 2 above is yes, can I do a upgrade but not having their Superhub? Or is Superhub crucial to this 30mb connection?

Thanks

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i emailed virgin to complain about having to pay £30 for installation even though i already have the superhub. they phoned me back and said they are going to look into it. will keep you updated

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The service is available everywhere, but no mass updates have been announced.

No your modem will not support it, you need a superhub.

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Hello,

I have just received the letter about upgrading to 30Mb from 20Mb.
I currently have a Linksys wireless router, WRT54GS which has two hardwired PC's into it and I have a wireless connected Laptop that is connected by its MAC address to the router. I also use a Dell Axim, again wireless and connected by its Mac Address and a Amazon Kindle connected by Wireless.

Will this superhub allow me to :

1. Hardwire the two PC's
2. Connect Wireless devices via their MAC Address.
3. Use G rated USB wireless adaptor that my LapTop uses.

Thank you very much for any advice.

Phil.

Re: [Update] ALL 20>30Mb upgrade discussion
 

There isn't any looking into. From day one you haven't had to pay the £30 if you have a SuperHub. Seems agents aren't reading things properly

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You keep saying that, as do other staff members, but CS insists you must pay the £30 change, even if you have the Superhub. No one seems to understand this.

Got my services installed today, still on 20Mb, all is good though.

https://www.cableforum.co.uk/images/...011/02/121.png

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So do you reccommend i phone them again and insist they upgrade me

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The answer to your questions is a resounding yes, i have used my mac addresses to lock down my wireless on the super hub.
There are also four ports for wireing pc's to as well.

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Just been on the phone to cs again (indian call centre) and questioned the £30 activation she said that EVERYBODY HAS TO PAY the £30 even if you have the superhub already, i told her that i know of other people who have been upgraded with no activation charge. She said get me their account details so this can be proved, i told her i shouldnt have to prove anything to her so she hung up on me. I will be calling virgin again in the week when hopefully i will be put through to someone in the uk so i can cancel my services.

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she is talking complete crap she is an idiot who is reading from the screen and doesn't know how to use her own brain to ask questions.

well i called up regarding the upgrade and i was told that because my services were installed after 1st Feb that i should get the upgrade for free, but to call tomorrow as the system takes 24 hours to update, i'll give them a call on Monday.

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it seems to me that the arse dont know what the head is doing

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I heard the £30 is the fee for the Superhub

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at first i was told the £30 was for the super hub my reply was i already have the hub. then i was told it was for activation, my reply was how come i have to pay for something to be activated that is already avtive? Then i was told £30 was to cover the cost of upgrading, My reply was i wish i got £30 for flicking a switch. Rubbish managment of customer services is all i can put it down to.

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It's been said a few times that if you are on 20mb and already have the superhub, you should be upgraded automatically and free of charge sometime "soon".

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@dng, i agree with you because CS has not been told properly so each person is telling a different customer different things, and some of them make lies up as they go along.

@qasdfdsaq yes this is true, no one is arguing about that. people are concerned because CS is telling different customers different things. First its to cover the hub, then its to cover the activation, then its to cover the upgrade, they need to make their minds up.

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I doubt anyone is lying it is much more likely that they are just not reading all the information about the uplift which is available to them all at the click of a button.

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Yes im not disputing what has been posted about free upgrades im just trying to get my head around how they dont get things right in the first place.

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Er, forgive my ignorence, but what is the difference between a Modem and Superhub as regarding size and shape?

I changed my modem a few months ago for a new one because the old one failed. Now, I do not know whether this is already a superhub.

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If this is the case then customer services obviously need re-training. Or is it a case of if you pay peanuts you get monkeys?

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Personally, I would request, rather than insist....;)

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Well he's already requested 3 times and been fobbed off...

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Agreed - but unless dnh had got the same person each time, it's the company's fault (not communicating the standard message appropriately), not the person on the end of the phone, so being peremptory or insistent to that CS person just makes dnh sound like a not very nice person.

Get annoyed at the company, not it's representatives (well, that's my philosophy).

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i agree its not the persons fault but the companys for not training reps to the highest standard

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Yeah I know that, but having read the first 25 pages and the last 5 (now 10) the general consensus was you either pay to have the speed bumped from 20Mbps to 30Mbps or you wait a few months for it to be rolled out in due course. Since I don't live in London and don't want to pay £30, I'd rather wait. Already have the Super Hub, as my bitching about it attests to. :D

My thinking on the matter is that I can check to see if the 30Mbps upgrade has been done in my area by periodically dropping the Super Hub back in overnight, see if the firmware file or whatever it is that gets sent out has been downloaded.

On that matter, do the old Ambit 250/256 modems work alright with the upload speed bump? I'm assuming logically they do, but VM don't always do the logical thing now do they. ;)

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When i called about an hour ago or so regarding the upgrade i was passed around to 7 different people, some of them didn't even know 30Mb existed which was really funny, i don't know how these people are still in jobs.

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No they will not work with the upgrade hence why they are leaving 20Mb in place as they are only Docsis 1 equipment and to go onto 30Mb you require a Docsis 3 modem.

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Are you're saying that even though the Ambit 250/256 modems do EuroDOCSIS 1/1.1/2 they're only ever run in "legacy" mode and only the Super Hubs run in EuroDOCSIS 3 for this and future upgrades?

As the Super Hub's top light is blue I know the local network I'm connected to is EuroDOCSIS 3 compliant, so I suppose it's just a case of waiting on VM engineer(s) to make the changes.

Is there some specific time that the upgrade is sent, i.e. does the Super Hub have to be plugged in for a certain amount of time before the file is sent? Or is there a way to have it sent directly, i.e. by changing something in the Advanced Settings menus (unlikely) or ringing 151 from the landline and requesting it?

I must say, for the potential speed boost it might be worth losing the seperate modem and router support and IPv6 tunneling plus all the other nice stuff DD-WRT does. I'm just worried that post-upgrade if I wanted to go back to the old setup at lower speed it wouldn't be possible, although I'd guess the Ambit 250 modem would just negotiate the highest speed it can handle.

Any technical info I can get on this forum which saves hours of headaches and/or being bounced around on the telephone network (most people I've spoken get confused as soon as you start going into details) would be great.

Re: [Update] ALL 20>30Mb upgrade discussion
 

I think even if the modem is off when the file is sent, it will automaticly upgrade once it is switched on[COLOR="Silver"]

by the way i thought the ntl blue modems and the VM black ones were capable of 38Mbps?

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its not about the speed capability but the docsis spec.

20mbit is supplied over docsis1
30mbit is supplied over docsis3

means it requires a docsis3 modem.

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Going from the little I know on the subject, I think although technically they can handle these speeds, due to the way VM run their network they can go no faster than 20Mbps. Which is a shame because it gives you less choices on how to run your network. But to be honest, for the change from 20/0.7 to 30/3 which will give me the ability to stream SD content from my NAS at home to my laptop anywhere in the world, it's a sacrifice worth making especially when there's a possibility the Super Hub will have a modem only setting in the firmware before too long.

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mine was delivered this morning by hdn , even though i had a text message to say it was being delivered on mon. install by tech on tues.

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All these people paying £30 to upgrade their 20 meg bb service are fools, they should wait for 12 months and then VM will upgrade them for free.

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Considering there are probably still people on 512Kb from the days of ntl, don't count on it!