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

Chris 19-01-2011 19:20
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Chrysalis (Post 35155246)
so they ask you to ring but then the person on the other end wont have a clue what ringing about?
Sounds like it - but then they only 'asked' you to ring insofar as their automated systems sent you an automated, standard email. So not such a surprise that they're tying themselves up in knots over this.

Looks like a total VM cock up to me.

Chrysalis 19-01-2011 19:20
Re: 20 Mb/s to 30Mb/s free upgrade
 
my question is would your superhub still be "on the way" if you didnt ring up.

Griffin 19-01-2011 19:32
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by greeninferno (Post 35155090)
does that £39 a month include the line rental charge?

you sure that isn't for the first 6 months then back up to the normal price of £60 ?
I was going to get bt infinity broadband up to 40mb down & 10mb up with unlimited phone & bt vision for £20.50 pm for the first 3 months & then £49 pm after that including line rental.
Retentions phoned me up & offered me xl broadband, xl phone, & xl tv including line rental for £39 pm, i was also told my speed would be increased to 30mb when available.

SammyM 19-01-2011 19:36
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Nopanic (Post 35155237)
The feeds supporting the portal appear to be in place, so there is no reason you wont hear back.



:D It's not worth risking my job for .. if I tell you something VM hasn't released I'd get beaten ...

I fully understand Nopanic. :) I just thought the whole issue was developing into a bit of a pantomime. :D

Blackened 19-01-2011 20:15
Re: 20 Mb/s to 30Mb/s free upgrade
 
Email just arrived here too.

SammyM 19-01-2011 20:17
Re: 20 Mb/s to 30Mb/s free upgrade
 
And email just arrived here.

Just of interest, has anyone actually rang the number recently (regarding the 30Mb) and if so what is the present reaction at the other end?

Peter_ 19-01-2011 20:21
Re: 20 Mb/s to 30Mb/s free upgrade
 
An email just arrived here saying.

Quote:
moneysupermarket.com and Britain's Got Talent – Enter the prize draw now celebrate the double act by winning free tickets!
Oh I see not that email.https://www.cableforum.co.uk/images/local/2012/07/9.gifhttps://www.cableforum.co.uk/images/...2012/12/10.gif

Chrysalis 19-01-2011 20:35
Re: 20 Mb/s to 30Mb/s free upgrade
 
Masque can you tell us if we will get superhub's shipped without ringing up?

Peter_ 19-01-2011 20:41
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Chrysalis (Post 35155312)
Masque can you tell us if we will get superhub's shipped without ringing up?
I have about as much idea as you do as technical support does not deal with upgrades, it will be a case of wait and see.

qasdfdsaq 19-01-2011 20:53
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Blackened (Post 35155175)
That's what I meant. If you click the big "Upgrade to 30MB" button, this is where it takes you.

---------- Post added at 16:27 ---------- Previous post was at 16:11 ----------

Anyway, the page is still in Google's cache if you mess with the URL.

http://webcache.googleusercontent.co..._EC-30-Upgrade
Indeed, you can still go to:
http://shop.virginmedia.com/existing..._UPGRADE_SOLUS
which still works and takes you to the basket link with the 30mb product in your basket.

So the ordering system still has it in there, just the "intro" page has been pulled. Mind you, I wonder who discovered that link and how - I don't see it linked to from any part of VM's shop, and it's really not that unusual or that much of a cock-up to ensure your systems are ready by setting them up ahead of date and keeping the URL private. If people discover the URL via non-legitimate means or you have no access control, well, this happens.

All it shows it that they have everything prepared, set up, ready, and working ahead of time. Doesn't seem like a bad thing to me - the only cockup is how the link got leaked.

SnoopZ 19-01-2011 21:11
Re: 20 Mb/s to 30Mb/s free upgrade
 
It was leaked by a '1 post wonder' on post 82 of this thread, it makes you think who they're and where they got it from, as it looks like they signed up to leak it here.

muppetman11 19-01-2011 21:13
Re: 20 Mb/s to 30Mb/s free upgrade
 
I got the email rang was put on hold then said they were sending me hub out and it would be with me in 3-5 days for 30 squid.

Chrysalis 19-01-2011 21:39
Re: 20 Mb/s to 30Mb/s free upgrade
 
Masque anyway to bypass the rubbish on the number?

VM should have given a direct number for this or not even needed us to ring up what a farce.

I get the silly automated menu asking me for my VM number etc. I got no idea what my number is as dont use the phone.

--edit--

superhub on the way :)

I got given mid feb as an estimated release date of the service.

SnoopZ 19-01-2011 21:51
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Chrysalis (Post 35155362)
Masque anyway to bypass the rubbish on the number?

VM should have given a direct number for this or not even needed us to ring up what a farce.

I get the silly automated menu asking me for my VM number etc. I got no idea what my number is as dont use the phone.

--edit--

superhub on the way :)

I got given mid feb as an estimated release date of the service.
Did they deny there was a 30Mb service, what did you have to say? :)

Chrysalis 19-01-2011 21:52
Re: 20 Mb/s to 30Mb/s free upgrade
 
Didnt deny no, surprisingly after getting through all the silly menus it was easy.

I told the guy why I am ringing then got put on hold, he came back saying he spoke to supervisor and told to advise me its a mid feb delayed release date. I then specifically mentioned the superhub and asked if I can still get it and he said that wont be a problem 3-5 days.

jamesr 19-01-2011 22:00
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by SnoopZ (Post 35155341)
It was leaked by a '1 post wonder' on post 82 of this thread, it makes you think who they're and where they got it from, as it looks like they signed up to leak it here.
Actually i signed up on here to post the link to people who i thought it would be of interest to, there was an advertisement on the main virgin media page saying upgrade to 30mb. Im sorry i went out of my way to sign up and post it on here, next time ill keep it to myself. O n SnoopZ i dont see you been ungreatfull to masque who also posted the link after mine??

bizarre_opinion 19-01-2011 22:05
Re: 20 Mb/s to 30Mb/s free upgrade
 
i'm on 20mb and wouldn't mind getting this, but what's this super hub like with xbox live? Alos, i currently have the modem which supports 50mb so can i just pay the £30 activation fee and opt to not have the superhub so i can use my current modem and router?

SnoopZ 19-01-2011 22:14
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by jamesr (Post 35155376)
Actually i signed up on here to post the link to people who i thought it would be of interest to, there was an advertisement on the main virgin media page saying upgrade to 30mb. Im sorry i went out of my way to sign up and post it on here, next time ill keep it to myself. O n SnoopZ i dont see you been ungreatfull to masque who also posted the link after mine??
You shouldn't take offence as no offence was meant and i did give you some REP yesterday, i was just pointing out to the forum that just maybe it was a regular in the know on here signing up to post the info rather than post it with their normal username and getting into trouble if they worked for Virgin Media.

Out of interest where did you get the link from? :)

jamesr 19-01-2011 22:23
Re: 20 Mb/s to 30Mb/s free upgrade
 
Sorry, just the wording made it seem like i shouldnt of bothered. Honestly, there was an advertisement on the main virgin media website saying about upgrading to 30mb which took me to that link

---------- Post added at 21:23 ---------- Previous post was at 21:19 ----------

http://img255.imageshack.us/img255/7...capture003.jpg

Someone else on a differnt cable forum posted this screenshot of the advertisement

SnoopZ 19-01-2011 22:26
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by jamesr (Post 35155398)
Sorry, just the wording made it seem like i shouldnt of bothered. Honestly, there was an advertisement on the main virgin media website saying about upgrading to 30mb which took me to that link

---------- Post added at 21:23 ---------- Previous post was at 21:19 ----------

http://img255.imageshack.us/img255/7...capture003.jpg

Someone else on a differnt cable forum posted this screenshot of the advertisement
I probably had that ad blocked so i never saw it! :D

I just hope they follow through with my order and send me the goods as i don't want the hassle of phoning up again!

Nopanic 19-01-2011 22:38
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by SnoopZ (Post 35155408)
I probably had that ad blocked so i never saw it! :D

I just hope they follow through with my order and send me the goods as i don't want the hassle of phoning up again!
There is currently no 30Mb service code available for customers, so I'd expect a delay :)

SnoopZ 19-01-2011 22:42
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Nopanic (Post 35155418)
There is currently no 30Mb service code available for customers, so I'd expect a delay :)
So i guess it is possible i may have already been billed £30 and won't receive the goods?

Do you think i should phone up again or just sit back and wait to see what happens? :)

SammyM 19-01-2011 23:06
Re: 20 Mb/s to 30Mb/s free upgrade
 
Just noticed that the email I received earlier tonight gave the phone number to ring as 0800 052 7588, but the email copied on the forum gives it as 0845 454 1111. All the other wording is the same. Why the difference?

Chrysalis 19-01-2011 23:15
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by SammyM (Post 35155435)
Just noticed that the email I received earlier tonight gave the phone number to ring as 0800 052 7588, but the email copied on the forum gives it as 0845 454 1111. All the other wording is the same. Why the difference?
no idea you the lucky one :)

my email has the 0845 number.

Nopanic 19-01-2011 23:22
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by SnoopZ (Post 35155421)
So i guess it is possible i may have already been billed £30 and won't receive the goods?

Do you think i should phone up again or just sit back and wait to see what happens? :)
I would wait .. as worst case they take the money and you call up and play help with them probably getting something to say sorry .... but that's my opinion...

SammyM 19-01-2011 23:32
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Chrysalis (Post 35155437)
no idea you the lucky one :)

my email has the 0845 number.
:) Could be !

I rang earlier but they all went to bed at 8 PM. Recorded message said they will be available again from 9 AM so I'll try again then.

qasdfdsaq 20-01-2011 01:09
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by jamesr (Post 35155398)
Sorry, just the wording made it seem like i shouldnt of bothered. Honestly, there was an advertisement on the main virgin media website saying about upgrading to 30mb which took me to that link

---------- Post added at 21:23 ---------- Previous post was at 21:19 ----------

http://img255.imageshack.us/img255/7...capture003.jpg

Someone else on a differnt cable forum posted this screenshot of the advertisement
Heh, so it was VM's cock up. My bad.

Nopanic 20-01-2011 08:29
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by qasdfdsaq (Post 35155479)
Heh, so it was VM's cock up. My bad.
Remove the full stop there and you have problems ..

Am I allowed to stay stuff like that :walk:

Blackened 20-01-2011 10:31
Re: 20 Mb/s to 30Mb/s free upgrade
 
The number I got was 0800 052 7588 which was a no menu and answered within a couple of rings. They then transferred me through to CS anyway who answered but had no idea what I was on about & put me on hold for 20 mins. Despite me having a reference number AND an order number, there's nothing on my account to reflect that so I came away with nothing, not even the hub. Was told to call back on 1st February when 30mb will be available.

muppetman11 20-01-2011 11:47
Re: 20 Mb/s to 30Mb/s free upgrade
 
Is it right that anyone who already has the superhub will just automatically receive the 30mb ?

whizzard 20-01-2011 12:09
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by muppetman11 (Post 35155583)
Is it right that anyone who already has the superhub will just automatically receive the 30mb ?
Until an official announcement no one knows the exact upgrade paths, terms or conditions so am sure all questions will be answerable in due course ;)

SammyM 20-01-2011 12:13
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Blackened (Post 35155559)
The number I got was 0800 052 7588 which was a no menu and answered within a couple of rings. They then transferred me through to CS anyway who answered but had no idea what I was on about & put me on hold for 20 mins. Despite me having a reference number AND an order number, there's nothing on my account to reflect that so I came away with nothing, not even the hub. Was told to call back on 1st February when 30mb will be available.
So in spite of us having a checkout order number, a reference number and two confirming emails from Virgin, (the last one being sent from them at 6-30 last night), Virgin are now saying our order dosen't exist! I don't mind waiting but I assumed that I would be on some sort of a "list". Why also are some being sent out the super hub while others are being told to ring back after 1st February? This seems like an awful Virgin "mess up" to me. :(

whizzard 20-01-2011 12:22
Re: 20 Mb/s to 30Mb/s free upgrade
 
It is most likely that orders made via the web are placed onto some kind of report or importable spredsheet and then imported into the customer database, which could explain why there would currently be no record. Also such a package would need to have an order or product code which if not live on the systems would obviously not allow it to be entered/keyed.

The way I look at it is that whether the gun was jumped or not, it's not going to be available either way until February anyway. Patience is a virtue.

Blackened 20-01-2011 12:31
Re: 20 Mb/s to 30Mb/s free upgrade
 
I'm happy with that Whizzard - am in no rush really.

Isn't it just curious though, given that you say there are no order/product codes, that some people are reporting they have been told they will recieve a superhub in x amount of days - and have apparently been billed? I see exactly what you're saying and I can't see how some CS seem to have almost bypassed this restriction?

whizzard 20-01-2011 12:48
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Blackened (Post 35155599)
I'm happy with that Whizzard - am in no rush really.

Isn't it just curious though, given that you say there are no order/product codes, that some people are reporting they have been told they will recieve a superhub in x amount of days - and have apparently been billed? I see exactly what you're saying and I can't see how some CS seem to have almost bypassed this restriction?
Super Hub exists as its been live in their systems for almost 2 months now, hence it would have it's own product / service code on the system. Is more likely that codes for any 30mb product / upgrade have not been implemented at this point.

Chrysalis 20-01-2011 12:53
Re: 20 Mb/s to 30Mb/s free upgrade
 
my guess is this.

those who preorder but dont ring up nothing will happen.

those who have rang up will get the upgrade when its available and have a superhub on the way to them (except it seems a few unlucky ones like blackened).
Those new customers who get a superhub from day will get 30mbit free.

so in short I think this is a £30 charge for the superhub and the 30mbit will be free, they just putting it on the website as the charge for the speed instead as its easier to sell.

helmutcheese 20-01-2011 12:59
Re: 20 Mb/s to 30Mb/s free upgrade
 
After my initial call I mentioned in previous post because of the generic E-Mail I received claiming I had needed informational missing I called VM on that 0800 number 5mins ago.
I got a guy who I could hardly understand even though he was in England !

He knew of the 30meg upgrade but said it cannot be processed till the end of the month.

I asked if I had been charged the £30 and he said not yet till its processed and I then asked if they were sending the Superhub out so it will be here by end of month and he said the engineer will bring it. !

I said it claims on the website its a self install unless there is any issues and to cancel it if it is not.

He then said as its a new package install they may need to come (I'm on 20meg now) he will be able to confirm if it is or not neared the time.

Bit of a joke IMO but that is what my service has been since the merger with NTL then a few months later under the lease of VM branding.

whizzard 20-01-2011 13:05
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by helmutcheese (Post 35155622)
After my initial call I mentioned in previous post because of the generic E-Mail I received claiming I had needed informational missing I called VM on that 0800 number 5mins ago.
I got a guy who I could hardly understand even though he was in England !

He knew of the 30meg upgrade but said it cannot be processed till the end of the month.

I asked if I had been charged the £30 and he said not yet till its processed and I then asked if they were sending the Superhub out so it will be here by end of month and he said the engineer will bring it. !

I said it claims on the website its a self install unless there is any issues and to cancel it if it is not.

He then said as its a new package install they may need to come (I'm on 20meg now) he will be able to confirm if it is or not neared the time.

Bit of a joke IMO but that is what my service has been since the merger with NTL then a few months later under the lease of VM branding.
Even if you were to order now and if it due to launch Feb 1st, you still would have to wait until then for anything to happen, so there's no real difference to be honest.

Diesel2011 20-01-2011 13:08
Re: 20 Mb/s to 30Mb/s free upgrade
 
The £30 fee is the activation fee. The website already said this.

Nobody on 20mb with a superhub is getting a FREE upgrade. You want 30mb, you need to pay an activation fee. The website was very clear and it will be the same webpage back up on Feb 1st.

SammyM 20-01-2011 13:15
Re: 20 Mb/s to 30Mb/s free upgrade
 
I agree Diesel. My "Checkout" confirmation says "Fees - 30Mb broadband activation".

helmutcheese 20-01-2011 13:18
Re: 20 Mb/s to 30Mb/s free upgrade
 
I called back and got another guy who I could actually understand and he actually had a clue on all the information !

He said the the 0800 number in the generic E-Mail that all peeps would get was so we would call and they could take all our details so on the 1st Feb he personally can be one of the staff to call back all the peeps who used the website for the 30meg upgrade.

He told me the bank will no doubt give back the £30 when the transfer which is pending fails due to the 72 hour window passing as the order cannot be processed till the 1st Feb and then the Superhub will be sent out by post and it SHOULD be a self install.

He also gave me a direct number to him in case I miss his call !

Chrysalis 20-01-2011 13:19
Re: 20 Mb/s to 30Mb/s free upgrade
 
thats how its worded yes, but we will see if I am right.

Yucataneer 20-01-2011 13:22
Re: 20 Mb/s to 30Mb/s free upgrade
 
I realise the details are still unannounced, but would one assume that this upgrade would trigger a new 12 month contract?

whizzard 20-01-2011 13:26
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Yucataneer (Post 35155641)
I realise the details are still unannounced, but would one assume that this upgrade would trigger a new 12 month contract?
Until an official announcement and full t&c are outlined, that is yet to be confirmed. There's no reason the service won't be a quickstart/self install but I suppose if your power levels need adjusting then it would then a technician would have to be booked.

Blackened 20-01-2011 14:45
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by whizzard (Post 35155610)
Super Hub exists as its been live in their systems for almost 2 months now, hence it would have it's own product / service code on the system. Is more likely that codes for any 30mb product / upgrade have not been implemented at this point.
Of course. Gotchya.

jtaylor06 20-01-2011 15:14
Re: 20 Mb/s to 30Mb/s free upgrade
 
So even though I've ordered it, shall I still ring up and let them know - or will it be sorted out without a call needed?

:S

Griffin 20-01-2011 16:40
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Diesel2011 (Post 35155629)
The £30 fee is the activation fee. The website already said this.

Nobody on 20mb with a superhub is getting a FREE upgrade. You want 30mb, you need to pay an activation fee. The website was very clear and it will be the same webpage back up on Feb 1st.
I hate to burst your bubble, but the £30 is for the superhub.
People that already have the superhub will automatically get the upgrade if they are on the 20mb package, others who have 20mb & no superhub have to pay £30.
The upgrade to 30mb will be going ahead from February, i have had this confirmed on the phone earlier.

muppetman11 20-01-2011 16:50
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Griffin (Post 35155766)
I hate to burst your bubble, but the £30 is for the superhub.
People that already have the superhub will automatically get the upgrade if they are on the 20mb package, others who have 20mb & no superhub have to pay £30.
The upgrade to 30mb will be going ahead from February, i have had this confirmed on the phone earlier.
Thats what id heard also.

Chris 20-01-2011 17:03
Re: 20 Mb/s to 30Mb/s free upgrade
 
What's that, a free upgrade? Maybe I wasn't so wide of the mark after all. :D

Stephen 20-01-2011 17:14
Re: 20 Mb/s to 30Mb/s free upgrade
 
I think the general idea is that the 30MB will replace the 20MB once its been fully rolled out. Same thing they have done in the past when increasing the speed of older packages and not just adding a new tier of service.

muppetman11 20-01-2011 17:22
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Chris (Post 35155777)
What's that, a free upgrade? Maybe I wasn't so wide of the mark after all. :D
We never doubted you Chris LOL :D


https://www.cableforum.co.uk/images/...2011/01/31.png

qasdfdsaq 20-01-2011 17:55
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Griffin (Post 35155766)
I hate to burst your bubble, but the £30 is for the superhub.
People that already have the superhub will automatically get the upgrade if they are on the 20mb package, others who have 20mb & no superhub have to pay £30.
The upgrade to 30mb will be going ahead from February, i have had this confirmed on the phone earlier.
Until it's said by someone with VM staff under their name or a web page on virginmedia.com it's all just speculation.

Diesel2011 20-01-2011 18:16
Re: 20 Mb/s to 30Mb/s free upgrade
 
I am going to phone them now, upgrade from 10mb to 20mb, get a free super hub and then if your right, I will get 30mb for free on Feb 1st.

muppetman11 20-01-2011 18:17
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Diesel2011 (Post 35155831)
I am going to phone them now, upgrade from 10mb to 20mb, get a free super hub and then if your right, I will get 30mb for free on Feb 1st.
Why not make sure and leave it to Feb 1st.

Diesel2011 20-01-2011 18:27
Re: 20 Mb/s to 30Mb/s free upgrade
 
Its done now. If you look at a thread I started recently, I was thinking of getting 20mb anyway. So its done now. It should be active when I get home, and they are sending me a free superhub within 5 working days.

Currently on 10mb (L) using the standard hub with R08 firmware.

indie1982 20-01-2011 18:32
Re: 20 Mb/s to 30Mb/s free upgrade
 
Got the same email as everyone else, called the 0800 number and the guy who answered knew all about it. He apologised and said that they weren't actually ready to roll with the upgrade until "February or March" but they're taking all the details of people who made orders and they'll be back in touch when they've got a way to actually put 30Mb on customer accounts.

Was worth a try! Not long to wait anyway.

Paul 20-01-2011 18:35
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by qasdfdsaq (Post 35155819)
Until it's said by someone with VM staff under their name or a web page on virginmedia.com it's all just speculation.
Or is it .......... :angel:

Stephen 20-01-2011 18:50
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by qasdfdsaq (Post 35155819)
Until it's said by someone with VM staff under their name or a web page on virginmedia.com it's all just speculation.
erm..... no its not ;)

Nopanic 20-01-2011 18:51
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by whizzard (Post 35155593)
It is most likely that orders made via the web are placed onto some kind of report or importable spredsheet and then imported into the customer database, which could explain why there would currently be no record. Also such a package would need to have an order or product code which if not live on the systems would obviously not allow it to be entered/keyed.

The way I look at it is that whether the gun was jumped or not, it's not going to be available either way until February anyway. Patience is a virtue.
Quote:
Originally Posted by Paul M (Post 35155853)
Or is it .......... :angel:
:ghugs:

Peter_ 20-01-2011 18:54
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Griffin (Post 35155766)
I hate to burst your bubble, but the £30 is for the superhub.
People that already have the superhub will automatically get the upgrade if they are on the 20mb package, others who have 20mb & no superhub have to pay £30.
The upgrade to 30mb will be going ahead from February, i have had this confirmed on the phone earlier.
The £30 is an Activation fee and you will have to pay that even if you have a Superhub sitting on your desktop.;)

qasdfdsaq 20-01-2011 18:55
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Stephen (Post 35155867)
erm..... no its not ;)
Pssh guys. We all know the upgrade is going to happen, I'm referring to whether the £30 charge is for the upgrade itself or for the superhub (i.e. whether existing superhub owners will be exempted from this charge). This was never officially confirmed, Masque was going to look into it but the page got pulled as premature.

[Edit]
Posted a minute late. Thanks Masque.

Peter_ 20-01-2011 18:59
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by qasdfdsaq (Post 35155874)
Pssh guys. We all know the upgrade is going to happen, I'm referring to whether the £30 charge is for the upgrade itself or for the superhub (i.e. whether existing superhub owners will be exempted from this charge). This was never officially confirmed, Masque was going to look into it but the page got pulled as premature.

[Edit]
Posted a minute late. Thanks Masque.
That part was actually on the page that was pulled anyway check the screenshots if the are any.;)

Stephen 20-01-2011 19:01
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Masque (Post 35155873)
The £30 is an Activation fee and you will have to pay that even if you have a Superhub sitting on your desktop.;)
I don't think so.

qasdfdsaq 20-01-2011 19:11
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Masque (Post 35155877)
That part was actually on the page that was pulled anyway check the screenshots if the are any.;)
I know, I read it, and thought it was a bit ambigous, especially seeing how many people in this thread disagree.

You also said yourself that you see no reason why people would be charged if they already had compatible equipment (e.g. Superhub, VMNG300 modem, etc.) but had to check at work.

Peter_ 20-01-2011 19:45
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by qasdfdsaq (Post 35155888)
I know, I read it, and thought it was a bit ambigous, especially seeing how many people in this thread disagree.

You also said yourself that you see no reason why people would be charged if they already had compatible equipment (e.g. Superhub, VMNG300 modem, etc.) but had to check at work.
As others have said it would be strange if the were no charge.

All you can do is await more information in the way of a press release and a clear and concise upgrade page to appear on the website with correct information that can actually be confirmed as true.

Blackened 20-01-2011 19:58
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Masque (Post 35155877)
That part was actually on the page that was pulled anyway check the screenshots if the are any.;)

You don't need a screenshot.

http://webcache.googleusercontent.co..._EC-30-Upgrade

I can't see where it specifies the £30 is for the hub or the activation though?

:edit: it does say on the checkout though:
Quote:
Fees
30Mb broadband activation
£30.00

Stephen 20-01-2011 20:09
Re: 20 Mb/s to 30Mb/s free upgrade
 
It does imply here though that the charge is for the superhub?

Quote:
We’d like to upgrade you to up to 30Mb broadband for no extra monthly cost, just a one-off payment of £30. For that, we’ll upgrade your wireless router to our new Virgin Media Super Hub so everyone can be online at the same time, in any part of the house.

qasdfdsaq 20-01-2011 20:37
Re: 20 Mb/s to 30Mb/s free upgrade
 
It does imply here though that the charge is for the upgrade and not the superhub
Quote:
30Mb Offer: Upgrade from 20Mb to 30Mb broadband for no extra monthly fee. A one-off £30 fee applies. Manned installation may be required by a small number of customers however the £40 fee will be waived.

Ignitionnet 20-01-2011 20:40
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Stephen (Post 35155940)
It does imply here though that the charge is for the superhub?
Read the legal stuff at the bottom. It's an upgrade fee, the hub is free.

Quote:
30Mb Offer: Upgrade from 20Mb to 30Mb broadband for no extra monthly fee. A one-off £30 fee applies.
Quote:
Free Virgin Media Superhub for XL and XXL: Available to all new Broadband customers taking our Size: XL, Size: XXL and Size:100 Broadband services, and to existing customers upgrading to 30Mb, 50Mb and 100Mb broadband (subject to status and credit checks).
http://shop.virginmedia.com/existing..._UPGRADE_SOLUS

Your package

Your Services

Broadband 30

Broadband extras

Virgin Media Super Hub

Fees
30Mb broadband activation £30.00

pip08456 20-01-2011 20:43
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Blackened (Post 35155927)
You don't need a screenshot.

http://webcache.googleusercontent.co..._EC-30-Upgrade

I can't see where it specifies the £30 is for the hub or the activation though?

:edit: it does say on the checkout though:
If you look at the legal stuff lower down it clearly states

"30Mb Offer: Upgrade from 20Mb to 30Mb broadband for no extra monthly fee. A one-off £30 fee applies. Manned installation may be required by a small number of customers however the £40 fee will be waived."

muppetman11 20-01-2011 20:47
Re: 20 Mb/s to 30Mb/s free upgrade
 
Well rang them last night and there sending me a super hub for £30.00 if they try and charge me the 30.00 then to activate a quick email to Mr Berkett will be fired off with screen shots and order ref numbers.

The-Kevster 20-01-2011 22:10
Re: 20 Mb/s to 30Mb/s free upgrade
 
Just spoke to virgin media Bangalore. After explaining 3-4 times that I've ordered the 30MB not 100MB and I don't want to know about their latest deals, I just ordered 30MB. They are sending me the latest Super Hub (V2? newly launched this year?) and I should have 30MB within 24 hours. Now I'm not expecting this to be activated before its officially launched so wont be holding my breath.

Peter_ 20-01-2011 22:12
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by The-Kevster (Post 35156048)
Just spoke to virgin media Bangalore. After explaining 3-4 times that I've ordered the 30MB not 100MB and I don't want to know about their latest deals, I just ordered 30MB. They are sending me the latest Super Hub (V2? newly launched this year?) and I should have 30MB within 24 hours. Now I'm not expecting this to be activated before its officially launched so wont be holding my breath.
I would callback in the morning after 0800 just to see what they have ordered for you as it will not be 30Mb.

The-Kevster 20-01-2011 22:19
Re: 20 Mb/s to 30Mb/s free upgrade
 
Strange that my modem is showing a a forced reset. Somethings been changed. Anyways he ordered the Superhub and said it will be with me in 48 hours so I'll phone next week if it hasn't arrived.

(Modem Log)
Thu Jan 20 20:46:09 2011 Critical (3) Resetting the cable modem due to docsDevResetNow

alwaysabear 20-01-2011 22:22
Re: 20 Mb/s to 30Mb/s free upgrade
 
Seems to me from what I have read on this thread, that this whole situation is another epic fail by VM, no one knows what the hell is going on, not even Customer services.:shocked:
This all comes back to poor communications within the company as well as with the customer. They really do need to sort this out asap!

Stephen 20-01-2011 22:24
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by alwaysabear (Post 35156060)
Seems to me from what I have read on this thread, that this whole situation is another epic fail by VM, no one knows what the hell is going on, not even Customer services.:shocked:
This all comes back to poor communications within the company as well as with the customer. They really do need to sort this out asap!
It's not an epic fail at all. VM haven't even officially announced it yet it's just people found some info out early.

Peter_ 20-01-2011 22:26
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by The-Kevster (Post 35156058)
Strange that my modem is showing a a forced reset. Somethings been changed. Anyways he ordered the Superhub and said it will be with me in 48 hours so I'll phone next week if it hasn't arrived.

(Modem Log)
Thu Jan 20 20:46:09 2011 Critical (3) Resetting the cable modem due to docsDevResetNow
What does the the operational config say as mine below is for 20Mb.

Maximum Downstream Data Rate : 20480000 Maximum Upstream Data Rate : 2080000

The-Kevster 20-01-2011 22:27
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by alwaysabear (Post 35156060)
Seems to me from what I have read on this thread, that this whole situation is another epic fail by VM, no one knows what the hell is going on, not even Customer services.:shocked:
This all comes back to poor communications within the company as well as with the customer. They really do need to sort this out asap!
Thats a bit harsh. When everything has been officially announced VM will correct any problems. This happens often with companies. Someone designs a new page for the website and its upload to the production site incorrectly. I've previously downloaded unreleased operating systems (vmware ESX 3.5) and had the MD of the company making his first post on the forum saying not to use it as it wasn't the finished copy. Now that was an epic fail :D

muppetman11 20-01-2011 22:27
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by alwaysabear (Post 35156060)
Seems to me from what I have read on this thread, that this whole situation is another epic fail by VM, no one knows what the hell is going on, not even Customer services.:shocked:
This all comes back to poor communications within the company as well as with the customer. They really do need to sort this out asap!
I'm not confident the super hub I've been told will arrive will probably be the basic hub , your quite right VM is a bit of a joke only way to solve a problem is to bypass Customer services and go to the top.

alwaysabear 20-01-2011 22:27
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Stephen (Post 35156063)
It's not an epic fail at all. VM haven't even officially announced it yet it's just people found some info out early.
Fair enough if that is the case, but the info must have got out some how.

Stephen 20-01-2011 22:30
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by alwaysabear (Post 35156068)
Fair enough if that is the case, but the info must have got out some how.
Yes it was accidentally uploaded to the website but has since been taken down.

The-Kevster 20-01-2011 22:30
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Masque (Post 35156065)
What does the the operational config say as mine below is for 20Mb.

Maximum Downstream Data Rate : 20480000 Maximum Upstream Data Rate : 2080000
My downstream bitrate is 20480000 bits/sec so it hasn't gone to 30MB. I wonder what they changed :/

SnoopZ 20-01-2011 22:30
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Stephen (Post 35156063)
It's not an epic fail at all. VM haven't even officially announced it yet it's just people found some info out early.
VM announced the upgrade on their website from an ad.

gazellis 20-01-2011 22:31
Re: 20 Mb/s to 30Mb/s free upgrade
 
If I take the 30mb up when it arrives. Will it have any effect on my vip20 contract?

Peter_ 20-01-2011 22:32
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by The-Kevster (Post 35156074)
My downstream bitrate is 20480000 bits/sec so it hasn't gone to 30MB. I wonder what they changed :/
They do not have the codes to change you to 30Mb as it is not available and not on the system.

Stephen 20-01-2011 22:33
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by SnoopZ (Post 35156075)
VM announced the upgrade on their website from an ad.
It was not meant to be there yet as the press release hasn't been released announcing it yet. Also the t&cs were changed too early as well. But have now been corrected I believe.

Griffin 20-01-2011 22:34
Re: 20 Mb/s to 30Mb/s free upgrade
 
The way i read the advert is the one off fee is for the superhub that is also the same info i got from retentions.

http://webcache.googleusercontent.co..._EC-30-Upgrade

If its not for the superhub as some of you seem to be saying then the wording needs adjusting on the advert, as that would be classed as wrongly advertised

The-Kevster 20-01-2011 22:38
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Masque (Post 35156079)
They do not have the codes to change you to 30Mb as it is not available and not on the system.
I'm not arguing that at all. You know far better then I would. I just thought it was a coincidence that just after phoning them my modem shows a reset command. Is a docsDevResetNow command not sent from VM?

---------- Post added at 21:38 ---------- Previous post was at 21:35 ----------

Quote:
Originally Posted by Griffin (Post 35156081)
The way i read the advert is the one off fee is for the superhub that is also the same info i got from retentions.

http://webcache.googleusercontent.co..._EC-30-Upgrade

If its not for the superhub as some of you seem to be saying then the wording needs adjusting on the advert, as that would be classed as wrongly advertised
As my receipt shows its a £30 activation fee and the modem is an extra.
https://www.cableforum.co.uk/images/...2011/01/26.png

alwaysabear 20-01-2011 22:42
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by muppetman11 (Post 35156067)
I'm not confident the super hub I've been told will arrive will probably be the basic hub , your quite right VM is a bit of a joke only way to solve a problem is to bypass Customer services and go to the top.
Agreed ,but VM should sort out the internal and external communications as they are sadly lacking, especially when people find it necessary to contact senior management to get answers.

SnoopZ 20-01-2011 22:42
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Stephen (Post 35156080)
It was not meant to be there yet as the press release hasn't been released announcing it yet. Also the t&cs were changed too early as well. But have now been corrected I believe.
There is still a mention of 30Mb in the legal stuff on their site.

Quote:
Free Virgin Media Superhub for XL and XXL: Available to all new Broadband customers taking our Size: XL, Size: XXL and Size:100 Broadband services, and to existing customers upgrading to 30Mb, 50Mb and 100Mb broadband

Stephen 20-01-2011 22:50
Re: 20 Mb/s to 30Mb/s free upgrade
 
They were supposed to have sorted that out.

Paul 20-01-2011 23:03
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by alwaysabear (Post 35156060)
Seems to me from what I have read on this thread, that this whole situation is another epic fail by VM, no one knows what the hell is going on, not even Customer services.:shocked:
This all comes back to poor communications within the company as well as with the customer. They really do need to sort this out asap!
The only epic fail is people expecting customer services to know about [and provide] a service that doesnt actually exist yet :rolleyes:

Horizon 20-01-2011 23:33
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Diesel2011 (Post 35155831)
I am going to phone them now, upgrade from 10mb to 20mb, get a free super hub and then if your right, I will get 30mb for free on Feb 1st.
For some reason, that's exactly what I did a few weeks ago...;) I also upgraded the tv and phone to xl too for some reason or other.....;);)

Some times not all the rubbish on forums like this one is rubbish and excellent deals can be gleaned from suppliers.

helmutcheese 20-01-2011 23:37
Re: 20 Mb/s to 30Mb/s free upgrade
 
It was on their site so does exist and is VM to blame for early leake4d info even if it was an error !

That is why the VM staff are asking peeps to call them to get full details so they can call them back on 1st Feb to go through proper order process.

The VM staff peeps exact words to me were "you did the work to order it online so the least we can do is fix this mistake by calling you back on the correct date".

qasdfdsaq 20-01-2011 23:49
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by Stephen (Post 35156080)
It was not meant to be there yet as the press release hasn't been released announcing it yet. Also the t&cs were changed too early as well. But have now been corrected I believe.
Yeah, the only real fail I see is the website editors/content managers, but even then letting a page out a few days/a week early isn't entirely unheard of in the industry.

If they'd told all their staff about it well in advance (so they wouldn't "have no idea what [i] was talking about") then it'd most certainly have leaked further and wider as a result.

nick_f 21-01-2011 00:04
Re: 20 Mb/s to 30Mb/s free upgrade
 
Sorry to be a pain, but i havnt heard anything about this offer?
Im currently on XL broadband is it £30 for a lifetime 30mb?

pip08456 21-01-2011 00:07
Re: 20 Mb/s to 30Mb/s free upgrade
 
Quote:
Originally Posted by nick_f (Post 35156149)
Sorry to be a pain, but i havnt heard anything about this offer?
Im currently on XL broadband is it £30 for a lifetime 30mb?
Yes, it would appear so.

nick_f 21-01-2011 00:08
Re: 20 Mb/s to 30Mb/s free upgrade
 
Is it out now?

pip08456 21-01-2011 00:10
Re: 20 Mb/s to 30Mb/s free upgrade
 
No, it (mistakenly?) appeared on their website for a while and then was taken down. It will be happening within the next week or so.

No doubt it will be posted in this thread when it happens.

jtaylor06 21-01-2011 00:40
Re: 20 Mb/s to 30Mb/s free upgrade
 
Received an email earlier today asking to ring an 0845 number due to missing details.
Will ring tomorrow, also I wonder what will be said :)


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