Re: Free 2 to 10 upgrade
 

You need to register through My Virgin Media

Re: Free 2 to 10 upgrade
 

Here is some useful info I found re this.

http://www.virginmedia.com/customers/even-faster.php

---------- Post added at 23:01 ---------- Previous post was at 23:00 ----------

Sorry but I think you are incorrect on that, please read my link.

http://www.virginmedia.com/customers/even-faster.php

Re: Free 2 to 10 upgrade
 

http://www.virginmedia.com/myvirginmedia/gofaster/

Please read this one

---------- Post added at 23:05 ---------- Previous post was at 23:04 ----------

Although I think that link will only work where the upgrade is ready to go

Re: Free 2 to 10 upgrade
 

http://www.virginmedia.com/myvirginmedia/gofaster/

cant use it. My master email is a dialup acc. I cant find the login details for our new place which is the bb acc(we set it up and never used it. Had to reload laptop and i never backed up the details)

Trying to use the dont know your usernames/password link just fails out after putting in bill details etc.

Yay for one sign on systems eh? /me grumbles.

Guessing i'm going to need to phone in morning and jump the 7 circles of call center hell.

Oh well upside is i'll be able to move my email to this account i suppose.

:edit: urm. dont suppose i could just create a new master account using the new virginmedia addy could i?

Re: Free 2 to 10 upgrade
 

The password reset feature doesn't function correctly, you're going to have to call customer support and have them restore the account credidentials; I had to.

/myvirginmedia/gofaster/ also states that it cannot recognize my speed.

http://img8.imageshack.us/img8/6544/beginwork.png

Perhaps this is the upgrade being done in this area?

Re: Free 2 to 10 upgrade
 

I've just had my e-mail asking me to click on a link to register for the upgrade!!!

I'm still unsure - and wondered whether to wait and see what happens!!!

I'm a bit worried about it starting a new contract term (as I am thinking of moving house soon and won't be able to stay with Virgin Media on cable)

Also I am worried about my computer not being up to speed for such a fast speed.

Gosh ... I am worried about a lot of things!!!!!!

:erm::erm::erm:

Re: Free 2 to 10 upgrade
 

Your system will, although your modem/STB on the otherhand, may or may not be able to handle 10Mbps‎.

Re: Free 2 to 10 upgrade
 

FairyFairy, I'm sure it's not a new contract? It's a free upgrade.

Re: Free 2 to 10 upgrade
 

My STB is an Scientific Atlanta Explorer 4200 DVB, is that compatible for the new speed?

I thought it was only the BB internet speed that was being upgraded.

I won't be installing any new modem if they were to send me one unless my current modem can't handle the 10meg speed.

If this is correct about having to register, well I think it's a disgrace, when the last free upgrade occurred I received an email and that was it, why the big change now.

Fairy Fairy, you sound like me with your worries. :cool:

Re: Free 2 to 10 upgrade
 

I have just spoken to VM after trying to register online (Oops, we're sorry but we can't recognize which broadband package you are on.) message. When I got through a very helpful lady told me that is not a problem we can send you a cable modem (I have a STB ATM) for a one off charge of £30.00 I said I would pass and she said she would reduce the charge to £15.00. Do you guys think that is a fair deal for the free upgrade?

Re: Free 2 to 10 upgrade
 

I'm new to CF, so I'm not sure what type of connection a STB can support, broadband/dial up, I assumed broadband though. You supposedly could register to be put on an early-upgrade rota, although the link states that it cannot recognize my speed and to contact customer services.

Re: Free 2 to 10 upgrade
 

My modem (or whatever it is called) is about a year old now (supplied by Virgin)

Presumably ... if I need a new one they will supply one free of charge

Re: Free 2 to 10 upgrade
 

Yes, they will supply a modem free of charge, but you will have to connect it yourself, and also need to call the centre to register the mac address, or be charged £30.00 for an engineer to visit and install and check everything is working, which to be honest I am not happy with that, but at least you know you will be connected when he leaves.

But like I have been saying for ages, if the modem copes with the upgrade then I see no reason to change the modem, contrary to other peoples ideas on here.

If I were you I would wait and see what happens, but it certainly won't be a new contract, so nothing to worry about there.

Can I ask which computer system you use?

Re: Free 2 to 10 upgrade
 

You should not be charged for a modem as your STB is not capable of handling the free 10MB upgrade. Please see the following post made by a Moldova a VM employee. You may also like to have a look at posts 18 to about 30 of this thread which go into more detail.

If you have only had your modem for a year it will probably be OK for 10MB but if you post the model (usually on the underside) I am sure one of the VM posters will be able to let you know if you will need a new one.

Re: Free 2 to 10 upgrade
 

You won't need a new modem if you had the current modem supplied a year ago by Virgin.

Re: Free 2 to 10 upgrade
 

Re: Free 2 to 10 upgrade
 

why are you being charged for the FREE MODEM upgrade Sorry lost this a bit

Tony

Re: Free 2 to 10 upgrade
 

Quite simply, because it isn't free, but it's close enough that you may as well state it as "free", an extra £2 won't rob anyone; But for the small majority (if any) find trouble making bill payments due to the extra £2 added, there's the small broadband package, to be used as a last resort.

Re: Free 2 to 10 upgrade
 

I'm on a Mac OS X 10.3.9

---------- Post added at 20:51 ---------- Previous post was at 20:43 ----------

Well I just clicked on the accept link in the e-mail and got this message

Great news! You don't need a new modem so you're all set for superfast up to 10Mb broadband!

We'll be upgrading your area to our faster up to 10Mb service within the next couple of months. To find out when you'll be going faster, check out our upgrade timetable. We'll also drop you an email to let you know how things are going and we'll confirm when your service has been upgraded.

So that's sorted then

---------- Post added at 20:54 ---------- Previous post was at 20:51 ----------

and here is a Upgrade Timetable link

http://www.virginmedia.com/myvirginm.../timetable.php

Re: Free 2 to 10 upgrade
 

I possibly think that the timetable link is specific to your own area. Posting it for other people won't work. Will try and find out tomorrow

Re: Free 2 to 10 upgrade
 

Fairy Fairy,

This will help me, what is the name and model of your modem?
I am hoping it's the same as mine.

Re: Free 2 to 10 upgrade
 

:dunce: That's not very useful then !!! :dozey:

---------- Post added at 21:49 ---------- Previous post was at 21:45 ----------

Its a Foxconn Model EO8CO13.00

Re: Free 2 to 10 upgrade
 

So they must be doing the upgrade in your region then if you received an email from them.

---------- Post added at 21:55 ---------- Previous post was at 21:54 ----------

I will feel much better if I were to be told that I don't need a new modem either.

Current one is Motorola Surfboard SB5100

Re: Free 2 to 10 upgrade
 

I just did a Broadband Speed Test using Think Broadband

05/05/09 22:00 1997.95 Kbps 237.52 Kbps
05/05/09 21:30 1439.19 Kbps 236.79 Kbps
05/05/09 21:28 1603.55 Kbps 239.31 Kbps
05/05/09 21:26 1229.92 Kbps 238.73 Kbps
04/05/09 20:46 2001.36 Kbps 237.87 Kbps
03/05/09 08:56 2002.85 Kbps 238.60 Kbps

and it went down as I applied for the upgrade!!!! ?????

Re: Free 2 to 10 upgrade
 

Sorry, can you explain what you mean?

Re: Free 2 to 10 upgrade
 

The figures are the downstream and upstream

Re: Free 2 to 10 upgrade
 

I know what the figures are, I was referring to when you said it went down when you applied for the upgrade.

Re: Free 2 to 10 upgrade
 

Oh ... I see :dunce:

It had been running on a steady 2000 (ish) whatever they are called -- then when I sent the mail it dived to 1300 ish ... and the other ones of the same date!!!!

---------- Post added at 07:53 ---------- Previous post was at 07:51 ----------

Back to normal today

06/05/09 07:52 2001.75 Kbps 239.17 Kbps

Re: Free 2 to 10 upgrade
 

Funnily enough my internet went completely off around 12:30 this morning, it's back now though.

Re: Free 2 to 10 upgrade
 

Same here although I am on 10mb now.

https://www.cableforum.co.uk/images/...009/05/131.png

Re: Free 2 to 10 upgrade
 

Did your TV service freeze when you turned it on? I turned on the TV, and the picture looked like when you press pause when watching catch up, it then went back to normal, but I was unable to view ITV1 or CH4

Were you on 10mb before the internet went offline?

---------- Post added at 14:08 ---------- Previous post was at 14:04 ----------

Mine is still at the 2mb it seems

https://www.cableforum.co.uk/images/...009/05/130.png

Re: Free 2 to 10 upgrade
 

I had 10mb before the down time this morning :)

But I got a new modem yesterday thats when i got 10mb :)

Re: Free 2 to 10 upgrade
 

Was that after you registered the mac address with VM?

I wonder if you would have still got the 10meg speed if you had used the old modem?

Also, did you receive an email from them telling you that your area had been upgraded and that you were eligible for an upgrade?

Re: Free 2 to 10 upgrade
 

If you do not register you will only receive the upgrade in October so best to register.

Re: Free 2 to 10 upgrade
 

I spoke to VM again today and was told that it is not a £30.00 charge for the cable modem but for the installation. I said that I would agree to the £15.00 reduced charge that I was offered yesterday and that was when I was told that because I am going from a STB to a cable modem for my BB I will need to take a new 12 month contract. Is this right or if not who should I contact to get it sorted out. As others have said this seems a mighty strange kind of free upgrade!

Re: Free 2 to 10 upgrade
 

1) It is completely free to move from a STB to Modem

2) It is not a new 12 months

Re: Free 2 to 10 upgrade
 

I didnt register, VM support phoned me and said i'd require a new modem to recieve 10mb (also hooked me onto a 12 month contract :/), they sent out a technition on tuesday and after they setup the modem I went straight to 10mb.

Unless of course the VM support guy on the other end of the phone signed me upto it, i'm not sure.

But all i did was sit back and watch them connect up a modem and a speedtest later i was on 10mb (Before i just got my internet via my stb, plus free installation on the modem)

Re: Free 2 to 10 upgrade
 

STB to modem swaps are different.

People who already on modem BBI who don't register won't get it before October

Re: Free 2 to 10 upgrade
 

Since /dashboard/speedupgrade "cannot recognize my connection", I'm going to call customer support like suggested.

Re: Free 2 to 10 upgrade
 

Unfair I'd say, especially as on one of the site I showed you yesterday they were telling customers there was nothing at all they needed to do, and to leave it all up to them.

Customers come first, and if someone requires an engineer to help them with the new modem installation then so be it, and free of charge into the bargain.

---------- Post added at 17:56 ---------- Previous post was at 17:51 ----------

VM said they would send me out a new modem for this upgrade, and that I can use it if required.

Also, what would be the point of registering just now if the speed upgrades haven't started yet in my area? surely I need to wait for the email to tell me to register.

---------- Post added at 17:57 ---------- Previous post was at 17:56 ----------

I also checked the modem site, and it reported that I don't require a new modem.

Re: Free 2 to 10 upgrade
 

That site is wrong and will be updated. All BB M customers will either get a e-mail or a letter explaining what they need to do

I'm sure if someone really really can't unscrew a wire from one modem and screw it into another and then phone Technical Support then they will probably send one.

No you don't have to register now. You can wait until your area is uplifted if you would prefer. If you do it now however, you won't have to do it later.


Which modem site?

Re: Free 2 to 10 upgrade
 

This one.

http://allyours.virginmedia.com/html...vice_20MB.html

Re: Free 2 to 10 upgrade
 

You mean the one that is for 20Mbit customers only and has nothing to do with the 2-10 Migration?

Re: Free 2 to 10 upgrade
 

Thanks for the info Ben' but knowing it and getting it sorted are two different things, who should I be speaking to at VM?
My wife thinks we should just move over to Sky for TV/Phone+BB abd is checking prices and calling out all the wonderful features as I am typing.

Re: Free 2 to 10 upgrade
 

Customer Services should be sorting out the swap. Press Option 4 for 'Anything else' if they try and charge you get them to check process. It is definately down as FOC install

Re: Free 2 to 10 upgrade
 

I registered on the (gofaster) link a couple of pages back and it said that I needed a new modem - one is being sent out and should be with me in a few days. I thought it was strange as I only got the last one a year ago.

Even stranger as the above link (I know its for the 20mb service but it asks about your current service) and it says I dont need a new one.

So....I need a new modem to got from 2 to 10 but not to 20?? On the bottom is 'NTL 250' and also a big '255'

Re: Free 2 to 10 upgrade
 

Okay, I called customer service, since the "register early" link didn't work.
So, apparently my speed will be upgraded from 2Mbps to 10Mbps in 24 hours, and yes, this is the upgrade planned for the summer, I thought he was going to charge me more.. but it's an extra £2, I thought he didn't catch the part when I mentioned "free 2Mbps - 10Mbps",. Awesome!

Re: Free 2 to 10 upgrade
 

If you are paying £2 more (than the £2 already advised) that means you have been put onto BB L!

Re: Free 2 to 10 upgrade
 

"Welcome xxxx xxxx (Log out) Broadband package: L"
Um.. L is the planned upgrade to M is it not? :S

Re: Free 2 to 10 upgrade
 

No, L is what M will be, only with a bigger STM threshold

Re: Free 2 to 10 upgrade
 

But surely if it's fine for 20 it should be fine for 10, no?

---------- Post added at 18:56 ---------- Previous post was at 18:52 ----------

Exactly, I clicked on M, and it says I didn't need one.

Also the person I spoke to this morning at VM says she is sending me one out in case I have problems with my current modem.

Re: Free 2 to 10 upgrade
 

That's what I tried to imply, Virgin ditched M, so now it's L XL, XXL with the last resort S package, so technically I we're on L but the majority of the speeds haven't been drafted to customers modems. He said I'll be upgraded in 24 hours, he seemed to understand that I was talking about the 2Mbps-10Mbps upgrade that is occurring now.

Re: Free 2 to 10 upgrade
 

Why is it an extra £2.00, I thought it was a FREE upgrade?

Or is it they are charging an extra £2.00 for the L service when they ditch the M?

Re: Free 2 to 10 upgrade
 

Can I clear something up once and for all, please?!

There are two 10Mbit tariffs.

M @ 10Mbit = £18, lower threshold than "L" tariff, but higher than 2Mbit "M".

L @ 10Mbit = £20, higher threshold than "M tariff.

Has that cleared things up?!?!!

I would appreciate a VM rep correcting me if I'm wrong. :)

Re: Free 2 to 10 upgrade
 

It's not, it's an extra £2, close enough.

I thought M is now L. Okay I'm confused on what I actually done on the phone.

Re: Free 2 to 10 upgrade
 

Please explain what difference the lower and higher thresholds mean?

---------- Post added at 19:07 ---------- Previous post was at 19:05 ----------

I am worried now that they are sending me out a new modem, and when I have to register there will be no way of telling them that I have already been sent one.

She says I should receive it in around 5 days.

Re: Free 2 to 10 upgrade
 

http://www.virginmedia.com/images/tr...ble-140409.jpg

Also it's a free speed upgrade, not a free service upgrade.

Re: Free 2 to 10 upgrade
 

Indeed, threshold I meant means STM aka throttling threshold.

The 10Mbit "M" limits equate to a 50% increase in the limits for a 500% speed boost.

Re: Free 2 to 10 upgrade
 

Looks good enough for me.

Can I just get this straight too.

Do I just need to wait on receiving an email from VM informing me that the upgrade will be taking place shortly? irrespective when like Oct.

Re: Free 2 to 10 upgrade
 

BB M 2Mbit = £20 before discounts with current STM

BB M 10Mbit = £20 before discounts with higher STM - so a free upgrade

BB L = £25 before discounts with a higher STM again. Offer since 2nd Feb is £5 off BB L STANDALONE price for new or upgrading customers = £20 STANDALONE

Re: Free 2 to 10 upgrade
 

Apparently emails & letters will be sent out, on what to do; Thus rendering the VM site incorrect (is to be updated) when it says, sit back and allow them to do the upgrade for you. Register now (via customer services because the site link isn't working for the majority, some errors, unrecognisable speed for one) and be upgraded before the official date your area is planned to be upgraded. Could someone fill me in on what the VM Rep just did, He knew I was talking about this migration, he said I'll be on 10mbps in 24 hours, I clarified again that it was the migration taking place over the summer/October, he said yes.

Re: Free 2 to 10 upgrade
 

All that Customer Services can do is either upgrade to you BB L or register you through the site.

They can't manually do what the site does!

Re: Free 2 to 10 upgrade
 

Because the girl said she would send me out a new modem after speaking to them this morning, should I therefore wait till I receive the letter or email then? as I don't want 2 extra modems.

Of course they should recognise by then that they have already sent out a new modem to me.

I didn't register for the upgrade this morning, only that she would send out the modem, hope that doesn't complicate things.

Re: Free 2 to 10 upgrade
 

I guess I'm done then, I think I've "registered" to be upgraded early, um.. since I'm being upgraded within 24 hours. :erm:

Re: Free 2 to 10 upgrade
 

I have just registered online.

Thanks for requesting your upgrade. You'll be able to enjoy your new superfast up to 10Mb service in the next few days.

We'll also drop you an email to let you know when your service has been upgraded.

Re: Free 2 to 10 upgrade
 

Just rang Virgin and they said I was upgraded yesterday, I havnt noticed any speed upgrade. My speedtests always seem to show 2.08MB now, so maybe i'm best just waiting for my new modem to arrive and see what happens!

Re: Free 2 to 10 upgrade
 

Have you re-booted your modem, and how did you originally request your free upgrade?

I take it you received an email from them informing you that you had been upgraded?

Re: Free 2 to 10 upgrade
 

BB M 2Mbit = £18 before discounts with current STM.
So, nearly free but not quite.;)

VMBoy, you're lucky. I registered online a week ago and just got a message acknowledging that I'd registered - no indication of when I'd be upgraded. Maybe your region was due to be upgraded soon anyway?

Re: Free 2 to 10 upgrade
 

Rebooted about 20 times, and I registered on the bit were they send you out a new modem if needed..

Re: Free 2 to 10 upgrade
 

Can someone give me some speed test links, good reliable ones I mean, thanks

---------- Post added at 20:22 ---------- Previous post was at 20:21 ----------

Can you provide the link you used, I will see if it's the same one that VM told me to use.

---------- Post added at 20:23 ---------- Previous post was at 20:22 ----------

Was it this one you used?

http://www.virginmedia.com/myvirginmedia/gofaster/

Re: Free 2 to 10 upgrade
 

I recommend http://www.speed.io over any other available on the net.

Re: Free 2 to 10 upgrade
 

Price for 2mb is going up by £2 from next month's bill, hence free. So till u get the 10mb, you are going to pay £2 MORE for the same service, while the RPI is negative [deflation:dozey:]... but once you get the 10mb I don't think anyone will be complaining ;)

Re: Free 2 to 10 upgrade
 

Yeah, it was that one.

Re: Free 2 to 10 upgrade
 

I have registered for the Free upgrade, CSC said that it should be upgraded to 10Mb in half hour, and that was yesterday, mine is still at the 2mb it seems.

The upgrade site said that I would require a new modem. The upgrade site said NTL would send me out a new modem for this upgrade.

https://www.cableforum.co.uk/images/...009/05/128.png

http://speed.io/pics/1999/8659/speed.io.png

Re: Free 2 to 10 upgrade
 

https://www.cableforum.co.uk/images/...009/05/127.png

What does the 'ping' bit actually mean??

Re: Free 2 to 10 upgrade
 

Did that and the woman went to check then came back and said "no if you go from a STB to a cable modem it is a new service and therefore a new contract and an install charge as a new connection is needed from the wall socket (the cable modem cannot be connected to the same cable as the STB)".

Re: Free 2 to 10 upgrade
 

I think that's the time it takes a small packet of data (the ping) to travel to and from the target system.

It's called a ping because it's a little like sonar, you send a packet out to see if there's something running at the other end.

Assuming you're running Windows XP click Start > Run and type cmd and then press enter.

In the prompt that comes up type: ping www.bbc.co.uk and then hit enter. Your system should now 'ping' the BBC :)

Re: Free 2 to 10 upgrade
 

Scientific Atlanta WebSTAR EPC2100R2

Re: Free 2 to 10 upgrade
 

oh dear, that means my services haven't been working for the last few years - I have always had a modem & an stb connected to the same cable. :confused:

So annoying - if she wasn't sure she should have checked, instead of coming out with an untrue statement like that :(

Re: Free 2 to 10 upgrade
 

Can I ask which modem you currently have?

Re: Free 2 to 10 upgrade
 

Re: Free 2 to 10 upgrade
 

https://www.cableforum.co.uk/images/...009/05/126.png

http://speed.io/pics/1999/9207/speed.io.png

Re: Free 2 to 10 upgrade
 

Is this your old or new modem?

Re: Free 2 to 10 upgrade
 

You should have a command prompt of some sort on MAC (not sure how you would get to it, but it might be called a 'terminal').

You can do the same thing there if you can find it :)

Re: Free 2 to 10 upgrade
 

My current speed tests seem to differ every time, here is one just performed just now.

[img]Download Failed (1)[/img]

Re: Free 2 to 10 upgrade
 

Old, new one hasnt arrived yet. Alot of other websites tell me that it's capable of more than 2MB.

Re: Free 2 to 10 upgrade
 

What does the connects indicate?

---------- Post added at 21:03 ---------- Previous post was at 21:01 ----------

Well I would see if it accepts your new speed, and if it does then just use the old one, if it ain't broke comes to mind.

Re: Free 2 to 10 upgrade
 

At a guess.....that would probably be the number of full connections (probably TCP: SYN, SYN/ACK, ACK) that you can create in one minute between yourself and the speed test site.

Re: Free 2 to 10 upgrade
 

Motorola Surfboard SB4100 NTL Cable Modem
https://www.cableforum.co.uk/images/...2009/05/36.gif

Re: Free 2 to 10 upgrade
 

To run a ping on your Mac, open the Applications folder, then open the Utilities folder, and inside that double click on the Network Utility application (its icon looks like the one in my attachment).

When Network Utility starts up, click on the Ping tab, and enter www.bbc.co.uk in the field near the top of the box, then click 'ping'. The results will be displayed below.
Macs do have a command prompt, as a consequence of using a unix-based core operating system, but they always have been, and continue to be, designed so that you don't need to use text commands.

The Applications > Utilities folder contains tons of GUI-native stuff that you would have to resort to a command prompt to do in Winblows. :p:

Re: Free 2 to 10 upgrade
 

When you registered having entered your email address was there only one click on NEXT and the screen said thanks for registering, or where there a few clicks involved, mines was easy with just the one click, nothing about modems etc.

Mines is a SB5100, and I have been told it will be fine on the upgraded speed.

Where you with NTL before the merge?

Re: Free 2 to 10 upgrade
 

Sorry But I can not remember, I had to get CSC to reset my info, so that I could use the NTL site, and it doesn't have my correct name on it, it has Garry Mcstravick :shocked: :dunce:

Yes I was with NTL before the merge

Re: Free 2 to 10 upgrade
 

:banghead:
Someone needs to help get this nonsense corrected,forget world peace ,this is top of the list now!

Re: Free 2 to 10 upgrade
 

Ring up tomorrow and they should offer to get you a Quickstart modem kit which comes complete with a splitter and various cables and full instructions to enable you to self install your own modem and the should only be a charge if you insist on a manned install.

Re: Free 2 to 10 upgrade
 

I forgot to ask the girl at VM for a specific modem for when I get the free upgrade to 10meg

Which modems are they sending out right now for the 2 to 10meg upgraders? and should I call them tomorrow and request this quick start modem kit you mention, or will I really need this as I have a stand alone modem and will only be replacing the modem, unless there is a special tool for removing the end of the coax cable that appears to be screwed in.

Re: Free 2 to 10 upgrade
 

You will just get a modem which will have a plastic spanner included with it and it will be an Ambit 256 as that is the only modem supplied to all customers apart from 50Mb.

Re: Free 2 to 10 upgrade
 

No need to.

I don't know.

No

No you won't need it!

Just unscrew it with your fingers

Re: Free 2 to 10 upgrade
 

I'm hoping that my speeds will increase when I get my new modem, I may also upgrade to 20MB. When I was on the phone to them before they said I could upgrade for £1.50 less a month.

Re: Free 2 to 10 upgrade
 

If as many people have said the coax can be unscrewed and removed with your fingers, I take it they send this spanner for this purpose?

So when I get this new modem it will incorporate a spanner, I wouldn't have thought it being plastic would be much good.

Re: Free 2 to 10 upgrade
 

The reason it is plastic means that when you use it to tighten the connector you can't do it too tightly - which you can with a metal spanner - as it will slip when it gets the right tightness ;)