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

See previous posts in the thread Ben. Looking more and more official.

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

I'm having a nightmare with VM with billing, I am on a VM Partner deal not retentions and they have swapped me onto standard billing so I am now paying £69!pm instead of £33pm hopefully someone in Nottingham can help me tomorrow.

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

what is a VM partner deal?

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

Probably one of the high street stores that can get a staff discount on Virginmedia services.

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

Indeed, DSGi is one but there will be others such as CPW.

---------- Post added at 22:48 ---------- Previous post was at 22:47 ----------

Masque, Where would I find my 5 digit order number? I was asked for it today but it wasn't in the e-mail I got about moving to 30mb.

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

Not too happy right now. Broadband has disconnected - phoned Technical Support and they told me its because of the 30mb upgrade. Despite the fact the modem isn't coming until Thurs. So they put me through to Customer Service to see why it had happened.

Customer Service told me that I haven't been disconnected and it won't get upgraded until Thursday but couldn't explain why my broadband wasn't working now. Got put on hold and then they hung up.

So rung back and got through to technical support who said them same again plus tried to blame it on my router and that I should phone Apple (every time they do this, and every time it has been a VM issue), but wouldn't do anything other than tell me to wait until Thursday.

Is there anyway of getting through to UK Customer Service or Technical Support at this time of night? India is hopeless.

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

I upgraded from L to XL BB in November last and got the standard hub and was wondering if this could be changed to the superhub now that 30 mb is being rolled out

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

Yes if you pay the £30 fee and upgrade to 30Mbit

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

All I received was my 7 digit KANA email reference the was no other number in my email so I have no idea where a 5 digit number would come into it but the will be notes on your account so they should be able to retrieve it from their after DPA.

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

I can see increasing amounts of people not paying the £30 fee to receive the hardware either.

It's always a good sign when you have such confidence in your products that you try and make people pay full price and quit doing so after all of a week because they're so used to paying less, this despite charging the lowest price in the UK for a similar package already on standard pricing.

VM really are terrified of losing subscribers, they are only really gaining them by passing new homes now - this is the same as every other mature cable company in the world, get over it. I expect the financial types would be far more impressed by earnings per share going up than slowing down ARPU and reducing profitability hanging on to customers at any cost.

At least VM haven't got loads of people cancelling their TV packages and running broadband only and using that for TV and VoIP services... yet.

Cord cutter.

Will be pretty funny when that happens, people on broadband only, using it for supplementing Freeview and voice services, and VM will probably still give retentions discounts on that as well :)

To those of you who got discounts - well done - to those of you who haven't yet, keep calling. For whatever reason VM seem either incapable of noticing or just don't care when people call several times basically pestering for a discount. It seems to work eventually!

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

Quick question from a newbie.

I've got my broadband connection upstairs and TV connection downstairs. The little white box looks the same for both. I want to move my Broadband downstairs (where my TV is).

1. Can I connect my broadband downstairs from the same box as my TV using a splitter (my superhub came with a splitter). I spoke to someone from virgin customer services and he said that it would be okay to do this.
2. Will there be any degradation in my TV services (I don't want to lose my lovely HD pictures)?
3. Will there be a degradation in my broadband speeds?

Thanks in advance for any help.
V

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

1. Yes you can
2. It's possible
3. IIRC you would lose connectivity rather than speed, not certain though.

Give it a try, if it gets b0rked, you've lost nothing by trying.

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

Recieved a phone call this morning from Customer Services telling us the new information and setting up the upgrade. Had to pay the £30 for the Superhub but don't have a problem with this at all. Goodbye Ntl250 and Mr D-link. lol

Should be upgraded next Thursday, which will be nice to cheer me up after what will be a disappointing trip to The Emirates for me on the Wednesday night. :Reverse psychology: :voodoo:

Also must add, that VM's communication has been brilliant over this matter and the staff have been friendly and helpful after the initial disappointment and confusion last week. Also had a little chat with the lady about Tivo and it's really sounding positive.

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

This has been my plan for a while, but as I'm in a shared house I've found old habits die hard and people are very, very slow to migrate to TV On Demand via broadband despite numerous advantages. Seems most people who watch TV are happy to sit there and stare at whatever crap it pumps out instead of pressing a few buttons and bringing up the show they want when they want it... seems especially common in anyone over the age of 40.

Although, due to the way VM do their pricing, it usually works out cheaper to have a phone landline even if, as in my case, almost no-one uses it. Why that is the case, I'd love to know: all I've ever used it for is customer service calls as it's free.

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

It's been many years since I lived in a household with even a TV license at all let alone a premium cable/satellite subscription. All the kids/skint folk around here are all IPTV/VOD already and I guess that's part of what overloads the network in my area. 30mb isn't going to make things any better that's for sure :(

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

Do tell :)

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

Oh nothing that we don't already know sorry. She says the hardware is great the software/firmware is being improved every week with any glitches being found are removed with the next update.

She said that those who have registered their interest are being called to discuss upgrading their service to tivo and the price plans. (She didn't go into prices)

Lastly she said that a remote with a slide down QWERTY keyboard is being looked out, but this won't be coming anytime soon.

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

This has made ma angry to the point I may ring and ask why I paid a fee which is now been waived. I dont blame customers for doing what they can to pay less, its human nature to want things for less, my blame is with VM.

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

Pity you didn't quote the post you are referring to Chris. I can't be bothered to go back and look for what you are on about.:D

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

quoted now.

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

Thanks Chris but as I'm sure you appreciate posts are coming in thick and fast on this thread and not being on the same page makes it a problem to refer back.

In reply though. VM have been offering 50mb with no activation/install fees for a while, how about those who paid getting their money back as well?

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

I'm angry about it too. But realistically, if you buy a PC from a retailer, and a week later, its £100 cheaper. Do you go and demand £100 back? No.

The price you paid was the correct price at the time.

At the time you bought the 30MB upgrade, you deemed the price was acceptable. Its not nice of VM, but I'm a realist.

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

Milambar of course, but come on this lasted for a week and thats it, I expected VM to last longer before caving in.

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

:clap:

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

Well, I've just been stunned by a loverly retentions representitive.
Dialed 150, got through to regular call centre and was told I had to pay £30 activation and £10 a month more on my bill, because of my loyalty discount.

I asked to be put through to retentions and was refused. Dialed back and got through to retentions, They asked if I had recieved a letter and I told them yes, the letter stated "at no extra cost". I was put on hold and the lady came back to me after a few seconds and said "I can do that for you, some letters were sent out wrongly, I am sorry.

To cut a long story short, I've had a free upgrade to 30mb, Free super router and keep my loyalty discounts.

Happy days

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

I upgraded my broadband online 10 days ago, from 10 - 20mb which it said I had to keep for 2 months. It all went through I was getting my new speeds within minutes and I was happy and didn't think anymore of it.

This afternoon an engineer calls round and says we has been sent to change my modem, I was confused and busy so let him in and he quickly changed it. I suddendly thought after he had gone that I would check my billing and on my unbilled and they have whacked a £70 charge on. £40 for the bloke coming round and £30 for the new modem. I rang the office and spoke to a girl who was adament that this is what I had asked for and agreed to, even though I upgraded to 20mb for 2 months and not the 30mb for 12 months that she suggested!!

To say that I am annoyed would be polite...

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

I had the £70 charge too, I called their billing deparment and after a few mins of chatter I got it waived. Try going to billing instead of customer support maybe? Worth a shot :)

I also got my new gear today, happy with the results:

https://www.cableforum.co.uk/images/...2011/02/98.png

Yay :D

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

I got the £70 charge on my 'Service contract' this morning, spoke to a scottish lady in their billing department and she checked and said although it was £70 on the bill I will only be charged £30 as advertised.
I wait and see, with interest!!!

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

Weekly updates on the TiVo box huh? Goes to show you where VM's priorities lie. Why can't they manage the same on the broadbands CPEs? If anything I would have thought TiVo firmware would be harder to compile/develop, what with the more extensive GUI etc.

Classic VM customer service. As ever, persistence is the key: don't be fobbed off, keep pushing until you get as close to what you want or better still. What one rep says is gospel is often refuted by another: seems to depend not only on the person, but also the region the person is in.

You see, this outsourcing of call centres is probably causing more headaches than companies realise. Might even work out to be a false economy, who knows? I can't see the process continuing forever, seeing as it has a pretty shoddy track record overall.

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

Finally managed to get upgraded today & all i had to lose was half price line rental, kept the rest of the retentions deal in the end.
No £30 charge as i already got the super hub & my bill has gone up from £39 pm to £45pm thats for xl phone, xl tv, & xl broadband @ 30mb

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

As long as you are happy that's all that matters.;)

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

Very happy as i have always got a good speed with VM, even through the old modem router config i had no difference in speed with the router or direct to the modem.

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

Pestering?

It's not pestering, when even the staff admit they are unsure of how the 30mb deal works.

So if that takes a few calls over a number of days to get the right answer, who is at fault? Virgin staff or the end user?

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

VM staff, clearly. Shame really, as the VM staff on this forum are usually helpful, just that there's not much more they can do. I resent having to be tied to the phone in order to get things changed for whatever reason... for goodness sake, they provide all kinds of media services, you should be able to get support in other ways, for example a quick IM session with a qualified tech on laptop.

Incidentally neither 150 or 151 works on my VM-supplied BlackBerry. So I either have to use the pay number, or wait and use my VM landline. Less than ideal, especially when I have a busy week and am barely home at all. Come on VM, move with the times!

Excuse the rabble-rousing, it's been a weird day. Just being very honest about how VM can improve their services. I find faults, I suggest improvements. It's what I do.

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

It makes me smile that some people paying different prices for the same product seems to be such a shocker. Thats life - get over it, it happens with all sorts of things.

Should we stamp our feet and complain when supermarkets have different prices at small corner shop style stores?

Why is my council tax different to someone in the same band in the next door council?

Should I buy a copy of MS Office Enterprise at full retail price or £8.95 through the home use offer my employer has set up?

I went with my mother to buy a new car. Was I wrong to negatiate a deal that got the price down £900 off list? At the end of the day the dealer didn't have sell the car at the price, but decided some profit was better than none.

In an ideal world everything would be fair and equal. VM and other companies know the world we live in and I'm sure have the philosophy that some profit is better than no profit. Special offers and deals are a way of life.

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

I think Masque Knows how VM work, they tell their employees one think & do the opposite.
I got a very good friend & neighbour that works for them too

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

Your first post was perfectly clear - you were told you would lose your retentions discounts so you kept phoning until you got what you wanted. The answers you received until you got what you wanted were entirely in keeping with both the letters that had been sent out and the experiences of other users.

I could quote your post if you are in any way confused or don't remember what you wrote.

If this is inaccurate I apologise but I only have your posts to go on.

Virgin are to blame for leaving any trace of doubt, they should have stuck with their guns and on the first call told you that you would be losing your discount if you wanted the upgrade and reiterated if you called again, as it is they look rather pathetic having totally changed their policy within a week.

The answers you got were correct, they were the policy at the time, VM's fault for changing it because they don't feel their 30M is good enough to justify its £18.50 price tag, though it's fine to charge it to people who don't claim disloyalty discounts.

---------- Post added at 18:17 ---------- Previous post was at 18:13 ----------

The above examples are silly, it's a different supplier even if the product is the same.

It's a shocker because said company totally confused the issue by trying to make out they'd make people pay full price... for about a week ;)

They'd have been far better off to just upgrade people for free without the messing around.

As it is now I've little doubt some of you guys will be trying to get a hold of TiVo on a discount, and why wouldn't you given Virgin's total fail here? Little point in paying full price if the company is so desperate for business however anyone actually paying full whack should feel ripped off and pursue retentions deals of their own.

EDIT: I can see that another guy managed to get upgraded totally free - kept retentions discount and got the Super Hub free of charge so that looks like it's doable as well. Just complain about the letter you received and ignore the T+Cs on the back.

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

Have not contributed since page 16 - a lot of water has gone under the bridge since then ;) Have been following the thread since then and thought I would give an update. Received my SuperHub this morning by courier. Self set up, was no problem. Rang VM to activate and a really friendly and helpful Scouser talked me through everything. (I have spent several St Paddy's Days in Liverpool so we had a good chat regarding the City, while signals were being sent - you don't get that with these "off shore" guys :D ) Anyway everything is working fine - steady 31/32 Mb download, 1.8 Mb upload, so am happy. Got good deal as well regarding my bill. Well done VM.

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

I have nothing to do with the sales side, so I am not bothered by any deals that people may get by persistence.:)

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

so you no longer saying people are breaking the rules by giving out these deals?

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

Bet you think to yourself good job too, you would probably end up pulling your hair out with all the u turns VM do :D

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

I much prefer my job and I live in the wrong city anyway.:D

Re: 20 Mb/s to 30Mb/s free upgrade
 

As usual existing customers aren`t looked after. I noticed on virgins web site it says `L size broadband takeing with a phone is £13.50`. I looked at my latest bill and noticed that I`m being charged £25.25 with phone. So I asked about this and was told the price £13.50 is for `new customers`. Why should I pay more for exactly the same service just because I joined early than others and have stayed loyal? Well not for much longer. I`m leaving virgin and signing up with Sky who can offer me more of what I want and cheaper!

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

I made a total of three calls.

On the 1st I was told I would need to pay £30 for the super hub (even tho I have one) and the monthly cost would go up by £5. The overseas cs guy could not explain why they would charge for hub again.

Would you argree to pay for something you already have?

On the 2nd I was told yet again I would need to pay £30 for the hub (they even agreed this was nuts since I had one) And the monthly cost would be an extra £10. When I told them it was £5 on the call before, they agreed no one had a clue what the terms should be for users on 20mb. And asked me to call back in a day or two.

On the third call, I said I had called before about the 30mb upgrade and there should be notes on my file. The reply was, yes I see there was confussion over the costs, in the last hour virgin staff had been told if the user had a hub there would be no £30 fee and the monthly cost would be the same as before. I then asked, even if I have loyalty discounts. His reply was yes. The only change would be a new 12 month contract.

The order was then placed.

So where in that did i keep pestering Virgin?

It took 3 calls for staff to get updated info on the deal, not for me "to get what I wanted"

I dont blame the CS/retension staff, I blame higher management.
But I do understand it can take a little time for info to filter down the line in a company the size of Virgin.

Re: 20 Mb/s to 30Mb/s free upgrade
 

New customers pay £13.50 + £12.99 = £26.49 with phone.

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

Got the new hub today, all set up and achieving

30.34mbs
and 1mb upload.

Took a couple of attempts to get it working with the PS3 but all going now no problems.

Re: 20 Mb/s to 30Mb/s free upgrade
 

I have noticed loads of people forget to factor in line rental, there again i blame the companies as they all do it & put line rental in small/smaller print.

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

Thanks for clarifying.

---------- Post added at 19:38 ---------- Previous post was at 19:35 ----------

Most of them aren't selling line rental, that's why. Not really the job of Plusnet etc to factor in the cost of line rental from BT onto their package.

Virgin saw it and thought they'd get in on the act which confuses the issue.

Far better they stop advertising broadband and phone in the broadband section and advertise it in the bundle section of the website leaving bb/phone bundle as a bundle, rather than the current situation.

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

My posts a page or two back paint a similar story with the same amount of calls. But I found customer service member I spoke to yesterday and the one that rang me today very helpful and friendly, it just does seem to take a little time to get "everybody reading from the same page" if you know what I mean.

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

I was a bit jaded after reading a couple of accounts of people wading in on CS calling several times within a day of the upgrade to try and get deals. My mistake.

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

This is true but i still think they all ought to put line rental in broad print to make it obvious, after all the adsl companies can't provide broadband without you paying line rental.
VM should also make it clearer too as they like you to have the phone as well

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

Depends on the retailer, but certainly if it's within a week or two you can. Or you can return the item under your statutory rights and then re-buy another....

Amazon actually have a policy where if the price drops within a set amount of time (I believe it's a couple of weeks) after you've bought it you can ring them and get the difference credited back to you. Has happened to me three times. I've gone and looked and 2 days later a difference of £5, £2, and once £20. They don't contact me to tell me it's gone down - it's just if i've seen it, but there's never a quibble and it's in their small print that they will honour the price within a window of time

edit to add: However regarding the current issue, if £30 is the 'activation/handling fee' for sending out the routers then everyone should pay. It's the 'upgrade' that's free. And if in a few weeks' time it gets waived then fair enough. It is a bit galling to see the overall complaining about a one-off fee when the overall service is coming at a slightly reduced monthly fee

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

Yes, DSGi do it and so to Aldi. :D

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

The Superhub is not too bad after all, on wireless and still pushing out full speed, hub is upstairs and im downstairs

https://www.cableforum.co.uk/images/...2011/02/92.png

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

That's their mistake. It's obvious they can't get things synchronised.

There's this sense of being too eager to rush new services out before the details are finalised, before the products are completed and before the staff are briefed etc. As current broadband "top dog" they're making huge mistakes and getting away with it because their closest competitors are still quite distant. Us making excuses on their behalf does them or other customers no favours.

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

Jaded. Why? What does it matter to you?

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

Well i was due to be upgraded today so i thougt I'd share my experience with you.

Got the letter last week. Phoned Virginmedia to arrange delivery of the hub etc. was asured that my monthly bill would remain the same and the only charge would be a one off fee of £30.

Recieved a form today stating that I would be on a new 12 month contract and that my bill would now £7.00 more a month...

Phoned billing up and was told sorry can't help you - in fact the person I spoke to was totally uninterested / unhelpful. Asked to be passed to retentions as this persons attitude had really wound me up and was connected to a very nice gentle man called Simon. He knew exactly why I was callign and agreed that information I'd been given both verbally and in writing was incorrect. He said however he couldn't help (despite me reading a post from another user of this forum who'd had his monthly bill restored) and offered to move me back to 20 Meg - I was trying to decide whether to cancel the switchover when he asked me to hold and spoke to his supervisor who confirmed that I was entitled to retain my discounts and as a measure of good will they are waivign the £30 install fee as well (TBH I'll beleive that when i see my next bill...)

The important thing is
a. Check the new contract they send out for changes to your billing - even if you've been assured that your bill won't change (as I was)
b. If you don't agree with the bill don't accept "I'm sorry but that's the way it is" - as a minimum insist on staying at the same rate as you were before, they can do it but they won't do it unless you insist (good business practice IMO)

Just for info I have £30 of loyalty discount on my account (I've been a cable customer for 20 years) and the new price they were offering me was 25 pence less than the cost for a new customer AFTER his first 6 months discount in fact he would have spent £60 less than me for 12 months of exactly the same service (£90 if you include the fact he wouldn't pay for the hub...)

DinAlt

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

Got my 'super' hub through yesterday evening - easy enough to install, and it looks like VM sent the 30Mb configuration file thorugh early hours of the morning:

Thu Feb 10 00:10:40 2011 Critical (3) Resetting the cable modem due to docsDevResetNow

Seems to have worked - to an extent. Here's a typical speed test before the upgrade:

https://www.cableforum.co.uk/images/...2011/02/86.png

and here's what I'm getting, post upgrade:

https://www.cableforum.co.uk/images/...2011/02/87.png

The upload speed seems to be similar to most peoples, but the download speed hasn't increased 'fully'. I did manage to get it to around 24Mb earlier on, but no where near 30Mb yet.

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

You on wired or Wireless, if wireless is it G or N?

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

That's on Wireless (Not sure if G or N - apparantely the wi-fi card in my computer'll do either, and the hub was set to auto). Did a test wired, and got a 'slightly' different result :)

https://www.cableforum.co.uk/images/...2011/02/85.png

and via iPlayer:

https://www.cableforum.co.uk/images/...2011/02/83.jpg

So it's definitely working. I checked to see if there were any other wi-fi connections in the area - seems one of my neighbours had their hub on the same channel (11) as mine. I did change it to 5, but it didn't seem to make any difference speed wise. Plugging a CAT5 in, though, sent it upto the speed above.

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

To me it sounds like you are on Wireless G, as it will max out at around the speeds you are getting. Are you running the latest drivers?

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

I've had a quick scoot around the internets, and I think you're right. My lil computer (it's a nettop) has an Atheros AR5007EG wifi adapter inside it. Despite Play.com (and other sites that sold the machine at the time) saying it was capable of G & N, it seems that isn't the case. So it looks like I'll have to keep it wired into the hub (which is hardly the end of the world, as the hub sits around 30cm away from the computer :) ).

Cheers for the help :)

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

Find the definition of jaded as you evidently don't know it if you think things 'mattering' is a pre-requisite.

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

Just had an engineer out to install the 'Super hub'. My connection was rocksolid on 20Mb before with only a slight decreas in the late afternoon into early evening due to school kids coming home.

Speed test after install to confirm speeds gave this

https://www.cableforum.co.uk/images/...2011/02/84.png

Be interested to see how stable it is today after the kids get home from school.

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

Go to https://my.virginmedia.com/billing/overview and look at the "Transactions since your last bill" part of the "Unbilled usage" section.
It would show up there if you've been charged the £30 ;)

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

Well the hub arrived (two hours after the "slot" it was supposed to be in but meh) but they forgot to record the mac no before sending it out so it can't be activated - I've now been waiting 3 hours for someone to call me back - got bored and rang them and was told it could take another 24 hours for anything to be done....

Oh well not like I wanted an upgrade .. oh yes that's right I did.

Edit no charge on my accoutn atm - but then no 30 eg broadband either

DinAlt

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

How often do people come across a http download link for a public file that gives full speed?

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

Microsoft used to be quite good. I used to check speeds by downloading Windows service packs, though not sure if they do now

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

Phoned up on Monday around 8.45 am,the guy answered within a millisecond,asked for the upgrade, done and dusted in a few minutes.Just received my new super hub,fitted it,rang up and activated it within 10 minutes.Stomping service.Not sure if I'm imagining it,but the web pages are way faster loading up.

https://www.cableforum.co.uk/images/...2011/02/82.png

Re: 20 Mb/s to 30Mb/s free upgrade
 

I`m paying £25.25 plus £12.24 with the phone = £37.49!

Re: 20 Mb/s to 30Mb/s free upgrade
 

Based on the services you have on the left, I expect you are getting a bundle discount, so you are likely not actually paying that

EDIT: unless they are out of date as they say you have XL BBI with Virgin.

Re: 20 Mb/s to 30Mb/s free upgrade
 

You also have a V+ box and XL TV.

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

more fun and games, due to the superhub bombing out on DMZ and pings I power cycled it, left it off for 10 secs before turning on again.

Now every time I turn on the top light is green not blue, and I get he following stats.

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 315000000 Hz Locked
Connectivity State In Progress Access Denied
Boot State In Progress Waiting for DHCP Offer
Configuration File OK
Security Disabled Disabled

Downstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked
Locked QAM256 135 55616000 Kbits/sec 315000000 Hz 0.9 dBmV 42.2 dB Hybrid
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown

Upstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power
Locked TDMA 8 10240 Kbits/sec 47400000 Hz 44.9 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

So its locking on to the overlay upstream, and one overlay downstream channel but thats it. The overlay downstream channel also has a new ID but is same frequency.

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

You only have one channel with power and the should 3 or 4 depending on which uBR you are on so you have a fault.

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

thanks for stating the obvious.

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

If you are using the button to power cycle then try the good old way of unplugging the power cord, see if that cures the problem.

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

You forget that it is not to everyone so it is good to let them know as this thread will be seen by new customers on 30Mb and that is also the reason for the green light.

So maybe you could have explained that in your own post.

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

I get over 95mbps at work downloading off DigitalRiver's servers, the files are publicly accessible but aren't really intended to be...

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

Well I am not convinced I am on the right track, I got a tech coming tommorow following a call to india.

But it didnt just randomly drop out, it simply failed to connect after I purposely turned it off, and I get a specific access denied error.

So to me seems to be a config issue somewhere rejecting my modem rather than a physical connection problem, I guess will find out tommorow now.

Also without me asking I got credited £5 compensation.

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

Illustrating the blindingly obvious..

Think someone else who complained about this managed to get it back by reloading their CPE a few times.

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

After 5 reboots (and a reset device to defaults), I am now actually on legacy.

back on the 42mbit downstream and qpsk upstream now, is that what you mean by reload?

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

Why is virgin media misleading us ?

They told me on the phone that the standard service charge for 30Meg is 37.00 and will reduced to 28.50 with £8.50 discount loyalty and I had a row with the manager telling him, the website does stated 28.50 without virgin phone, he say no, it 37.00. So Virgin is clever smart to get away with it offer me £8.50 discount loyalty from £37.00 mean there is no real deal or any discount to be honest.

They break the promise to me on 1st February all lies to me. Charged me £30.00 activation fee, charged me £28.50 (no discount loyalty £5.00 reduce to £23.50)

Awful lies customer relations team.

WHY WHY £37.00 on 30 meg doesn't make any sense to me as 50 Meg stand alone cost £35. How come 30 Meg cost £2 more than 50 Meg. Wish I never bother to downgrade from 50 to 30.

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

I rang up the 0800 number again, the guy resent the config but the modem isnt accepting it.

He then told me he had same fault and its 99% chance in his opinion the superhub is faulty and he has dozens of reports of same issue, fix is replacement superhub.

---------- Post added at 17:49 ---------- Previous post was at 17:44 ----------

I will be asking for a VMNG300 tommorow, so hopeing the tech has some in van.

Procedure Status Comment
Acquire Downstream Channel 402750000 Hz Locked
Connectivity State In Progress Access Denied
Boot State In Progress Waiting for DHCP Offer
Configuration File OK
Security Disabled Disabled

Downstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked
Locked QAM256 1 42884296 Kbits/sec 402750000 Hz 4.6 dBmV 44.7 dB Hybrid
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown

Upstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power
Locked TDMA 3 5120 Kbits/sec 34000000 Hz 40.5 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

If I get a new superhub I am going to be scared to power cycle it now.

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

You are a http://www.kerching.tv/cash%20cow.jpg

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

Except you are comparing one price before discounts to one price after discounts

BB XXL shows on the bills as £45 and comes with a £10 discount

BB XL shown on the bills as £37 and comes with a £8.50 discount

---------- Post added at 17:56 ---------- Previous post was at 17:54 ----------

Although to be honest I do give up. Why anyone messes around with their broadband service so much is beyond me. Why don't you stick with a service that works for you?!

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

See my above post, Virginmedia love him.;)

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

Sounds about right, why am I not surprised, typical... etc etc.

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

Just upgraded from 20 mb to 30 mb with the super hub and linked up the other pc we have via wireless. It seems quite a bit faster - even on the wireless connection. However the wired connection has failed to link up on a couple of occasions IE has been started - but it seems ok at the minuite. Has anybody else had problems of this nature?

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

I ordered online last week sometime, anyways SH arrived today via courier as promised. :tu:

Activation was a bit of a struggle, requiring quite a few reboots before finally getting back online.

In spite of copying over my ordinary hub settings exactly, I still got some niggles. Such as my laptop not finding the wifi and the desktops software firewall blocking the NAS. :rolleyes: Par for the course. :)

I've been with VM and most of it's past incarnations far too long to offer congratulations on a good job but suffice it to say "So far so good". :tu:

Was getting 30+ down earlier, however can't grumble at 28 Mbs during peak time.

https://www.cableforum.co.uk/images/...2011/02/51.png

---------- Post added at 19:10 ---------- Previous post was at 19:05 ----------

You might need to 'tune' ni the channels. Grab Inssider and manually change to the least congested channel range.

Should help.

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

Some activations can be like that, I just hope that I am a lucky one tomorrow.;)

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

Yeah let's hope so.

It would be extremely ironic if it all went belly up for you.

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

That is my thoughts exactly.https://www.cableforum.co.uk/images/local/2012/10/4.gif

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

Yes. It's less of a problem on my Super Hub than wireless dropouts during BT client use which were far worse, but every so often wired connections (to other wired connections, or to wireless) die as well. This usually happens during large file transfers on the LAN with two Gigabit computers, funny as VM are touting the SH as very capable at this task when in my experience it isn't. Wired Giga to wireless N transfers (or vice versa) are often effective ways of tripping up the entire Super Hub.

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

my dir615 is hidden away as I read reports that on tech visits they take away old equipment.

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

I would have done the same, but even if visible I would have said that I had bought it from PC World which he could not prove otherwise.

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

Politely explain that you've had enough of a bad experience with the Super Hub, and have read the same from others, that you think it's only fair you keep any of your existing CPEs lest you cancel your account. Assuming it comes up at all. ;)

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

As he already has the hub the question should not even arise.:)

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

Except when the black ones were only ever made for VM.

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

Ah. I got the impression from the VM staff here that VM are overly protective of their old CPEs (remember the "property of" discussions two days ago). :D

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

Routers are classed as Virginmedia property for the period of the 2 year warranty which is the period that a router is listed on an account, after that period the router is yours due to now being unsupported, plus we do not list router mac addresses on accounts.

Also you will find that virtually no one has ever had a request for the router to be returned.

Now modems and the hubs are a different matter because as with all Set Top Boxes they will always remain the property of Virginmedia which is why we support them for free for the term of your contract.