Re: 20 Mb/s to 30Mb/s free upgrade
 

I'm currently on 20mb and my new upload speed isn't due until Aug 2011. If I take the 30mb package (If it ever arrives) would I receive the 3mb upload speed straight away?......ta

Re: 20 Mb/s to 30Mb/s free upgrade
 

No, until your area is upstream improved you will only receive 1mb.

Re: 20 Mb/s to 30Mb/s free upgrade
 

Placed my order last night...See what happens.

Re: 20 Mb/s to 30Mb/s free upgrade
 

I've had an email asking to phone.

The guy just said I wont have the service until 1st Feb but I should have the superhub early next week. Short conversation...

Re: 20 Mb/s to 30Mb/s free upgrade
 

Lucky,
I was just told to ring back next week :-(

Re: 20 Mb/s to 30Mb/s free upgrade
 

I just checked the google webcache and if you click the button on that page it takes you to the usual order form (on vm's website) but for 30Mb, so it looks like it would still work and log the order if anybody were to try it!

Re: 20 Mb/s to 30Mb/s free upgrade
 

Yes, I ordered thru the Google webcache link.
received 2 emails, 2nd one saying info missing and a phone number as shown above.
But when I tried calling, although the lady knew of the 30 meg, said I would have to call back again next week to order the superhub & activate

Re: 20 Mb/s to 30Mb/s free upgrade
 

I got put through to three different departments and had no luck

Re: 20 Mb/s to 30Mb/s free upgrade
 

lol, just wait ..

Re: 20 Mb/s to 30Mb/s free upgrade
 

What he said ^^

You're not gonna get 30mb any faster by calling up incessantly or using l33t h4x to order through a disabled page on the website.

Re: 20 Mb/s to 30Mb/s free upgrade
 

You will all have to wait for it to be officially announced because no matter how many times you follow that link you are not going to get an upgrade until it has been released so stop wasting your time on a dead link.

Re: 20 Mb/s to 30Mb/s free upgrade
 

As above there are no service codes for 30 so you can't get it..

Re: 20 Mb/s to 30Mb/s free upgrade
 

i wasn't expecting an immediate upgrade to 30, just wondered if i could have the superhub sent out early :p

Re: 20 Mb/s to 30Mb/s free upgrade
 

Of course you can for a £75 fee so best to wait.;)

Re: 20 Mb/s to 30Mb/s free upgrade
 

Was it a lady with a heavy Liverpudlian accent and was also quiet?
I just rang up to have heard the same thing as apparently the order wasn't sent through.

Don't mind waiting though :)

Re: 20 Mb/s to 30Mb/s free upgrade
 

or they can ring and get someone with a clue to send it for part of the £30.

Re: 20 Mb/s to 30Mb/s free upgrade
 

As it is not on the system no agent could do so as they will have no way of booking such an order, you need the correct codes to do so therefore it will not be done.;)

---------- Post added at 18:57 ---------- Previous post was at 18:56 ----------

As per this one below.

Re: 20 Mb/s to 30Mb/s free upgrade
 

so either I have my incoming superhub free or they charged me £75?

I am curious which it is.

Re: 20 Mb/s to 30Mb/s free upgrade
 

As the website link was not truly active you may not receive anything until the upgrade finally goes live.

Re: 20 Mb/s to 30Mb/s free upgrade
 

any body with a fault with there ambit or cisco modem on the 20mb it will be replaced with a super hub any on on ten mb will get a standerd hub. most people who started on 2mb have all ready had a free upgrade to ten people just want more for less

Re: 20 Mb/s to 30Mb/s free upgrade
 

If you ring into technical support and we find that your modem is faulty then we will still send out a standard modem to the customer as that is all the system will allow, so do not try calling in saying your modem is faulty because all we will do is replace it like for like.

Re: 20 Mb/s to 30Mb/s free upgrade
 

The customer could refuse a new modem to be posted as an engineer will fit a hub

Re: 20 Mb/s to 30Mb/s free upgrade
 

Would have to disagree with you there. VM support India put mine through the system last night and uk tech support confirmed it will be with me Tuesday at the latest.

VM need to be more consistent.

Re: 20 Mb/s to 30Mb/s free upgrade
 

People are getting confused here, there's no codes for the 30mb broadband tariff - yet. The superhub is free. The £30 charge is for upgrading to 30mb.

The superhub is, and has been available for some time, both as an optional upgrade as well as an inclusive freebie. It can be ordered or sent by CS on request.

The 30mb product does not officially exist and cannot be ordered or put on your account by CS. The only people who can get it are testing staff.

Re: 20 Mb/s to 30Mb/s free upgrade
 

That is not allowed at present as it is not an upgrade and the process makes us send a modem as otherwise we can be pulled by management for not following process and be disciplined.

So if a customer rings up and I diagnose a faulty modem then I will send out a standard modem via courier as per process, so it is not worth even trying to fake a fault in order to get an engineer as a dead modem gets a replacement sent out via courier.


---------- Post added at 06:19 ---------- Previous post was at 06:17 ----------

You did mention India and even their Technical Support are not magic and do not have the codes on the system to send a hub as it will disallow each and everytime they try to order one, so they are either lying to you or taking the michael.

---------- Post added at 06:20 ---------- Previous post was at 06:19 ----------

The Superhub at the present time costs £75 if you are already on 20Mb so it is not free to anyone as the is no offer saying otherwise that exists on the system at this time.

Re: 20 Mb/s to 30Mb/s free upgrade
 

with the 30Mb in the back of my mind, but only being on 10Mb at the moment, CS offered me a free new hub if I upgraded to 20Mb. My bill would go up £15 per month. They said their was no connection or installation charges.

Would this hub be the "superhub" and do you think I would then have the opportunity to upgrade to 30Mb for a one off fee or will it be extra per month.

Re: 20 Mb/s to 30Mb/s free upgrade
 

All upgrades to XL get the Superhub as part of their package.

Re: 20 Mb/s to 30Mb/s free upgrade
 

Masque I have rang up again and spoke to a supervisor.

They have confirmed my superhub was sent 'free'. The system was overriden because I have a pending 30mbit order.

You have had numerous posters telling you similiar they have one on the way. I suggest you ask your boss on this.

Re: 20 Mb/s to 30Mb/s free upgrade
 

:erm: Maybe they credited you the £75 to balance it out ?

I've not looked at the request codes for a long time, but would expect Masque to know what's happening..

Re: 20 Mb/s to 30Mb/s free upgrade
 

What about the cost to then go from 20Mb to 30Mb

Re: 20 Mb/s to 30Mb/s free upgrade
 

30Mb hasn't been announced, it might all be an figment of your imagination :D

Re: 20 Mb/s to 30Mb/s free upgrade
 

As the is nothing on the system regarding codes for 30Mb I would still find this highly suspect as nothing has been released for any of the sales teams to key in an order with the details that were on that link.

I would be checking my bill for the charges or possibly you may only receive the hub after the announcement because I fail to see how a non existent link can override the systems and send out a hub.

Re: 20 Mb/s to 30Mb/s free upgrade
 

Well i got my superhub installed yesterday & when the upgrade goes live i will be getting that too, no mention of a £30 fee.

Re: 20 Mb/s to 30Mb/s free upgrade
 

It does mention the fee in the links above.

Re: 20 Mb/s to 30Mb/s free upgrade
 

as the 30mb has not gone live yet be careful they have not charged you the full £75 for your hub on the next bill.

Re: 20 Mb/s to 30Mb/s free upgrade
 

That is what I am thinking as well.

Re: 20 Mb/s to 30Mb/s free upgrade
 

All part of the deal from retentions

Re: 20 Mb/s to 30Mb/s free upgrade
 

@ Chrysalis I agree !, It would seem a certain VM staff member is in denial in this thread !

I and many others got the 30meg upgrade when it was live (not cached), I have the cost of it all layed out in B/W and confirmed by the staff member who is to call me back on 1st FEB.

So why keep telling peeps otherwise ?

I can tell you something for a fact over the past 10+ years with them as a customer, that most of the staff are the last to find out anything about upgrades !

Re: 20 Mb/s to 30Mb/s free upgrade
 

helmutcheese indeed, obviously the system can be overriden as retentions and the ceo office do it on a daily basis.

Re: 20 Mb/s to 30Mb/s free upgrade
 

Who is it you are referring to ?

Re: 20 Mb/s to 30Mb/s free upgrade
 

The other one ;)

Re: 20 Mb/s to 30Mb/s free upgrade
 

:D

Re: 20 Mb/s to 30Mb/s free upgrade
 

I had to ring the other night about my order , I was told superhub would be with me in 3-5 days would the charge be on my unbilled usage in my virginmedia as its not. I was told the charge would be on my bill .

Re: 20 Mb/s to 30Mb/s free upgrade
 

I think you have said it all as on 1st February you are expecting a callback from an agent, so as yet you do not actually have an upgrade due to the fact that it is impossible to be booked onto the system as the are no codes for any agent to use until it is officially launched and training of Customer Service agents take place on the new product.

---------- Post added at 18:38 ---------- Previous post was at 18:35 ----------

They cannot give you a non existent product though such as the upgrade you are all seeking as it is not available for anyone at present.

Re: 20 Mb/s to 30Mb/s free upgrade
 

they can keep there expensive upgrades

Re: 20 Mb/s to 30Mb/s free upgrade
 

Just as well no-one is forcing you to have it, though I'm unsure how expensive a one-off charge for 50% more speed is. If you can afford XL you can probably manage the 30 quid, if you want it of course.

Re: 20 Mb/s to 30Mb/s free upgrade
 

will this offer be to all XL customers? is there enough stock etc?

Does it require a new 12 month contract?

Re: 20 Mb/s to 30Mb/s free upgrade
 

There is LOADS of stock

Re: 20 Mb/s to 30Mb/s free upgrade
 

I am talking about the superhub which you claiming is impossible to send out without a £75 fee.

Re: 20 Mb/s to 30Mb/s free upgrade
 

£30 expensive?

Re: 20 Mb/s to 30Mb/s free upgrade
 

yes it's expensive when they are already ripping the VIP20 customers off as the VIP pack is such bad value now :(

Re: 20 Mb/s to 30Mb/s free upgrade
 

In his defence, an agent has a restricted limit on the credit they can give a customer. If they sent out a superhub (assuming the code hasn't been added since he was last in work) the charge would have to be corrected by a manager.

Which means sending out a free Superhub is not possible for an agent.

Re: 20 Mb/s to 30Mb/s free upgrade
 

Masque, as if you did not know going by his posts.

Re: 20 Mb/s to 30Mb/s free upgrade
 

:ghugs:

Re: 20 Mb/s to 30Mb/s free upgrade
 

I'd take masques word over a call center agent any day of the week

Re: 20 Mb/s to 30Mb/s free upgrade
 

It is 1 off charge and in most cases new equipment is needed so £30 is peanuts, for someone who can afford XL broadband in the first place.

Re: 20 Mb/s to 30Mb/s free upgrade
 

:erm: he is a call centre agent .. but I agree, I think he's proven himself here :angel:

Re: 20 Mb/s to 30Mb/s free upgrade
 

If the agent and their manager actually follow the correct process on the system then no one should receive a free Superhub even if you have followed a dead link and phone up to complain about it not actually working, all they should be doing is advising you to callback once the upgrade is in the public domain as otherwise by sending out a Superhub because you have demanded one they could actually cause issues with your account when the upgrade is finalised.

I personally would prefer to get my upgrade ordered when it is officially launched because I know that all the correct procedures and codes are in place and that nothing should go wrong.

I see no reason to actively chase the receipt of the Superhub when you will be receiving one anyway as part of the upgrade.

---------- Post added at 20:17 ---------- Previous post was at 20:14 ----------

No first line agent can credit such an amount only their manager can do so and even then they should not be doing so as it is not part of the process and any manager worth his salt should be doing this either.

Re: 20 Mb/s to 30Mb/s free upgrade
 

unless they contact a manager during the call? which my agent did.

---------- Post added at 20:19 ---------- Previous post was at 20:18 ----------

true as after all I have no superhub here yet, is possible me (and others here) have been lied to over the phone.

Re: 20 Mb/s to 30Mb/s free upgrade
 

A proposed one of payment to go from 20Mb to 30Mb and receive a free Superhub ( which would cost you normally £75 to obtain ) for a one of charge of £30 with no increase in your outlay is a very cheap offer which no other ISP can compete with.

Re: 20 Mb/s to 30Mb/s free upgrade
 

Its not really worth arguing about it .. I just hope you don't get billed if the modem shows up ..

Masque is a man in the know and he's only trying to look out for you ..

Re: 20 Mb/s to 30Mb/s free upgrade
 

As I said the is a process to follow and from what you say the manager did not follow it.




---------- Post added at 20:27 ---------- Previous post was at 20:23 ----------

Exactly because all I am doing is pointing out what should actually happen.


I am glad that I am a technical support agent for the simple fact that if anyone actually came through to me over this issue then I would not have to deal with them and I would just transfer you to Customer Services as upgrades are part of their remit so they could take any flack.

Re: 20 Mb/s to 30Mb/s free upgrade
 

yeah I will keep an eye on the bill to see if a £75 charge pops up.

Re: 20 Mb/s to 30Mb/s free upgrade
 

I will take the WEBPAGE on VM site (before it was pulled) over his word and I bet I get 30meg on the 1st Feb.

AGAIN I have been with them 10+ years and each and every upgrade the staff on the phone do not have a clue about "NEW" services/upgrades when customers find out through sites like this one.

They are LAST to be told and know less then some peeps here !

Re: 20 Mb/s to 30Mb/s free upgrade
 

The 1st feb isn't now though, 1st feb may be the launch date. Easy to pop your details in a diary and action it on the 1st

Re: 20 Mb/s to 30Mb/s free upgrade
 

That is not the issue here !

The issue is some are in denial that there will be a 30meg service even though it was put up on VM site.

Re: 20 Mb/s to 30Mb/s free upgrade
 

because if they know anything they will have been told not tell anyone and the person u suspect of denial has nothing to do with upgrades or new services, he only tech support ,they no as much as u or i so just leave it and wait till 1st of febuary.it only just over a week.

Re: 20 Mb/s to 30Mb/s free upgrade
 

No we know there is a 30meg. I'm on it as a trial and I posted a speedtest a few pages back. The issue is you think you have been upgraded but you haven't, you might be upgraded on the 1st

---------- Post added at 08:38 ---------- Previous post was at 08:30 ----------

Post 99

Re: 20 Mb/s to 30Mb/s free upgrade
 

I would not hold your breath as it mat be done in stages area by area as with all previous upgrades or have you forgotten that fact as simply flicking a switch could cause major issue.

You would be surprised how much an agent actually knows about the services provided and by how little they will tell you.

The first you probably knew about the possibility of an upgrade would be the first time you saw this thread and you then think that staff are unaware of what is going on well before you! sorry but you are deluded.

---------- Post added at 09:51 ---------- Previous post was at 09:49 ----------

No one is in denial as the has still been no official announcement over any upgrade or have you conveniently forgotten that part and the webpage has long since been taken down as none of it was active.

---------- Post added at 09:53 ---------- Previous post was at 09:51 ----------

All broadband technical support agents have to be aware of any upgrades that take place so we can offer support to the product otherwise you would wonder what was going on if you called in with an issue after being upgraded.

Re: 20 Mb/s to 30Mb/s free upgrade
 

The web page still exists Masque, just the direct link to it is offline.

Re: 20 Mb/s to 30Mb/s free upgrade
 

As I have said a few times a cached page is not a live link and you will not find the page anywhere on the Virginmedia website.

I can google pages that no longer exist but they will not work.

Re: 20 Mb/s to 30Mb/s free upgrade
 

I mean the real page exists.

It is still possible to load the 30mbit order page.

Re: 20 Mb/s to 30Mb/s free upgrade
 

I know but it is still actually a dead link and the are thousands of similar pages on the web that do the same but actually go nowhere, if you had an answer before it was removed or shortly after that was because it actually connected at the other end, but if another person tried today nothing would happen.

Remember you filled out the live link.

Re: 20 Mb/s to 30Mb/s free upgrade
 

We're just going round in circles.

Re: 20 Mb/s to 30Mb/s free upgrade
 

It is now just a waiting game until the upgrade goes live and people can actually order it, but do not be surprised if they put a rollout in place as per all previous upgrades.


If you check on the website all the speeds have been removed with the exception of 100Mb in the section that first mentioned 30Mb.

http://shop.virginmedia.com/broadband/up-to-20mb.html

Re: 20 Mb/s to 30Mb/s free upgrade
 

Support on VM's site have said directly in answer to a 30Mb 3Mb enquiry.

"The upgrades are done on a per UBR basis, not on a service tier basis. As soon as 50Mb customers on one UBR are upgraded, by definition lower service tiers are too."

http://community.virginmedia.com/t5/...ad/td-p/290531

Re: 20 Mb/s to 30Mb/s free upgrade
 

You have to admit that anyone that uses a cache or in fact manipulates links to get to a page that VM are not posting as live is sad ..

for the sake of waiting a week. Regardless of how many times, or how many different ways people try to put this order in, it's not coming any faster as (for the tenth time) the codes are not there to give the service.

Re: 20 Mb/s to 30Mb/s free upgrade
 

There is 30 meg and i have been on the testing of it for over a month, What i cannot understand is why you think you can slag off staff because you signed up before the product was ready :rolleyes:

---------- Post added at 10:47 ---------- Previous post was at 10:45 ----------

Please give a link to a post by a member of staff that says that there is not going to be a 30 meg service or is this you spouting hot air ?

---------- Post added at 10:49 ---------- Previous post was at 10:47 ----------

Bet the helmut does not believe that :LOL:

Re: 20 Mb/s to 30Mb/s free upgrade
 

Have I not said that the will probably be a rollout schedule in a couple of previous posts.

I think the above though may be referring to the upload speeds due to it mentioning 50Mb customers as the only change they are seeing is for the upload nothing more.

Re: 20 Mb/s to 30Mb/s free upgrade
 

Merely using your post as a "sounding board" for others.

https://www.cableforum.co.uk/images/local/2015/12/3.gif

Re: 20 Mb/s to 30Mb/s free upgrade
 

I noticed and it is a good idea.https://www.cableforum.co.uk/images/local/2015/12/3.gif

Re: 20 Mb/s to 30Mb/s free upgrade
 

There will be no need for gradual rollouts, the majority of areas can cope with 50mb therefore can also cope with 30. The only thing they will have needed to do is introduce new config profiles. As has been stated earlier in the thread, the only thing that will have any bearing on it will be if your CMTS has had the upgrade improvements or not. If it hasn't it will a 1mb upload, if it has it will be 3mb.

Re: 20 Mb/s to 30Mb/s free upgrade
 

I don't think there will be a rollout either, I'm on 30 Down 1 up.

Re: 20 Mb/s to 30Mb/s free upgrade
 

I assume you guys are testers, testers are probably most in the know. So what I am expecting is available everywhere from day 1 of announcement with 1mbit or 3mbit upload depending on area.

Re: 20 Mb/s to 30Mb/s free upgrade
 

You cannot assume or expect anything until an official announcement has been made as all the information will only be available at that time so the is no room for supposition.

Re: 20 Mb/s to 30Mb/s free upgrade
 

But thats too boring.

Re: 20 Mb/s to 30Mb/s free upgrade
 

Can someone explain to me how I'd go about getting this? I was told by a friend that I should call up in 2 weeks, and ask for the 30Mb upgrade (£30 installation fee), would I get the Superhub free with that? Because my standard hub is a pile of crap as it is.

Also, does this kinda upgrade require an engineer to come out or could I do self-install?

Re: 20 Mb/s to 30Mb/s free upgrade
 

It'll probably be in the post but no firm details have been announced

Re: 20 Mb/s to 30Mb/s free upgrade
 

I know hence this thread.:D

Re: 20 Mb/s to 30Mb/s free upgrade
 

There will be a 30mb upgrade from 20mb but VM have yet to officially announce it. They are expected to do so in the next couple of weeks.

You would get the superhub and it would be posted out to you.

Re: 20 Mb/s to 30Mb/s free upgrade
 

As a long standing customer since telewest days on VIP blah de blah on VIP Bundle boo hoo why should I pay a whopping mega £30 for this, this is outragous! I'm going to sky....

Yawn, this is all I'll hear for next few months

Re: 20 Mb/s to 30Mb/s free upgrade
 

I hope they say ok then your subscription will close in 30 days, have a good day sir!

As that will be following the process.https://www.cableforum.co.uk/images/local/2012/04/8.gif

Re: 20 Mb/s to 30Mb/s free upgrade
 

They will probably get the answer i did that they can't do any offers, then retentions will phone up a few days later after bt contact them for your number to be ported over.
I know from experience as this has happened to me twice now each time with a deal approx £10 lower than the service you are offered.
As my speeds were going to be 34.7mb down that is why my deal offered the xl packages across the board with 30mb as soon as available

Re: 20 Mb/s to 30Mb/s free upgrade
 

Re: 20 Mb/s to 30Mb/s free upgrade
 

Tinfoil hat, popcorn and beer time?https://www.cableforum.co.uk/images/...2011/02/59.gif Yeh!

Re: 20 Mb/s to 30Mb/s free upgrade
 

Calm down!

Yes we are all aware there will eventually be 30MB instead of 20MB but what the staff are trying to tell you is that even though you managed to sign up to the new speed via the link that has since been pulled you will not actually get it any faster than anyone else, as it is not on the systems yet. That's what people have been trying to tell you!

Re: 20 Mb/s to 30Mb/s free upgrade
 

I just called up and got 1000meg, the agent said he will take my details. The uberhub will arrive feb 1st 2015.

Re: 20 Mb/s to 30Mb/s free upgrade
 

That is only an estimated date and may be subjuct to change.https://www.cableforum.co.uk/images/...2011/01/12.gifhttps://www.cableforum.co.uk/images/...2011/01/15.gif

Re: 20 Mb/s to 30Mb/s free upgrade
 

:LOL:

---------- Post added at 22:09 ---------- Previous post was at 22:06 ----------

Sure sign that someone has lot the plot is when they start to abuse other posters instead of debate with them.

Re: 20 Mb/s to 30Mb/s free upgrade
 

I take it that you have failed to read any of the posts that state quite categorically that 30Mb as a product does not actually exist as a tier of service yet and that the are no codes on the system that can even add 30Mb to your account because as yet they do not exist.

I am pretty sure that when you enter the real world again you will realise that you proceeded to order your upgrade on a link that was not really live and even though you received an automated response informing you of your success ordering the upgrade that as far as Virginmedia is concerned the has been no physical change to your account because none can be made until the upgrade is announced.

No one truly cares that you can post part of an email because until you see an official announcement about the upgrade nothing will change on your account and because you followed the link that has been taken down it may actually have disappeared with the link.

So you could end up at a disadvantage by following that link and only time will tell if your order still exists after the upgrade is officially announced.

Also you may or may not receive a Superhub because you followed that link.

I am going to sign up for the upgrade when announced but down the correct link which I know will work first time and that I will also receive a superhub simply because I will only order it via a 100% working link.