Re: Upgrade from 2 - 10 meg
 

It's not good customer service though is it??

If they can't get something as simple as this right then it's quite sad really.

Re: Upgrade from 2 - 10 meg
 

As long as my connection works,I'm not over billed and I don't have to pay to report faults why should I get worked up about getting a notification email AFTER I'd been upgraded...

Not being correctly billed and my BB being continually down without CS or Tech Service being able to sort me out and I might be getting grumpy.Emails in the wrong order..I just can't help but say so what...:confused:

Re: Upgrade from 2 - 10 meg
 

Sending me an email one day telling me I had been upgraded, then the next day sending a second email to tell me to register for the upgrade, irrespective of whether my connection is working or not this should not have occurred if VM have things under control, quite clearly they haven't.

I agree that there are worse things to happen, but VM haven't been free from negative posts recently regarding the upgrades, have they.....

Re: Upgrade from 2 - 10 meg
 

I'm now a happy upgraded user :D the engineer left a little while ago after fitting the new modem & activating our new faster connection. :D

Re: Upgrade from 2 - 10 meg
 

yay, i have been upgraded to :)

Re: Upgrade from 2 - 10 meg
 

Well looks like my update (Leicester) will be one of the last! i'm guessing October?

Re: Upgrade from 2 - 10 meg
 

It will only be October if you have not registered, otherwise it should be by the end of August.


2mb to 10mb info

Just click the link and look for the nearest area to yourself.http://www.virginmedia.com/myvirginm.../timetable.php

Plus have you also signed up for it http://www.virginmedia.com/myvirginmedia/gofaster/

Re: Upgrade from 2 - 10 meg
 

yes i registered about 7 weeks ago, so looks like august then.

Re: Upgrade from 2 - 10 meg
 

If you vm tech on 151 and give them you post code they will give you a date for your upgrade ive been told 14th/15th July, only 4 week i will have to wait and see

Re: Upgrade from 2 - 10 meg
 

Well there always those that complain about just about anything let alone a free upgrade and email notifications..;)

Re: Upgrade from 2 - 10 meg
 

Can someone give me some advice please?

I recieved a letter this morning tell me they are upgrading me to 10mb. Since i connect using a set top box i need to have a new modem installed.

I phoned the number on the letter and spoke to someone on the far side of the moon i think.

I was told i could either be sent a self install kit or i could wait for an engineer to call out.

I was also informed that because i was upgrading there would be a loss of service for 3-5 days ; ; and this would happen either way.

I told them to cancel the upgrade since i don't want any loss of service.

Has anyone else had this loss of service during upgrade?

Re: Upgrade from 2 - 10 meg
 

There should be NO loss of service during a STB To SACM swap

Re: Upgrade from 2 - 10 meg
 

Well activation (if needed) is either Tech Support or the dedicated Quickstart line. Customer Services don't do it

Re: Upgrade from 2 - 10 meg
 

I was informed I was being sent a new modem,that was over a month ago and nothing has arrived,but the upgrade is working fine on my old SURFboard

Re: Upgrade from 2 - 10 meg
 

Got this email today.
Still annoyed I aint getting it til August even though am being charged the extra £2 for it since last month. :erm:

Re: Upgrade from 2 - 10 meg
 

If they change the service code then they kill the STB, and that does happen with Customer Services not checking what they use to get broadband.;)

Re: Upgrade from 2 - 10 meg
 

I think you will have to have an engineer if you've got to have a modem and you haven't had one before, because you have to have a splitter fitted from your box on your wall indoors to your STB. I had it done when I had a V+ box installed.
Someone will correct me if I'm wrong.

As for the loss of service, I had problems but it was something to do with having a new IP address which the engineer should have sorted when fitting the modem and hadn't.Then I had to phone Tech support and all I got told was "Pull this plug out and put that plug back, Thank you for calling". Finaly got someone from Swansea who knew what he was talking about. But since then "touch wood" I've had no problem with it.

Re: Upgrade from 2 - 10 meg
 

Next week a engineer is coming round to upgrade me to 10meg speed.
What do I need to do? Sort out my router i have no clue,my mate said you need to clone the ip?

Will the engineer set up the router and new cable modem? I have a silver STB with ethernet that plugs into the back of my pc via my belkin router.

thanks

---------- Post added at 17:45 ---------- Previous post was at 17:43 ----------

Another Question.Will my Current silver STB work with 10megs broadband?.

cheers all

Re: Upgrade from 2 - 10 meg
 

The engineer will set up the modem. After that it is up to you. The reason an engineer is being sent is that the STB BB service will not do 10Mbit

Re: Upgrade from 2 - 10 meg
 

All you do with the new modem is connect your Belkin up to it switch off both the modem and the router, then switch the modem back on and wait for the Sync and Ready light to come on solid, the switch on the router when the lights go steady you should be online.

You may have to open internet explorer and go to tools > internet options>and delete all cookies, temporary files and history if the activation screen pops up, if so you will then have to reboot in sequence again as above.;)

Re: Upgrade from 2 - 10 meg
 

Wrong! As previous posts have said, the £2 increase is for M tier, regardless of whether or not you have registered for the upgrade or been upgraded yet.

Re: Upgrade from 2 - 10 meg
 

thank you all for the replys I will let you know how I get on.Hopefully the router will be ok

Re: Upgrade from 2 - 10 meg
 

I have a set top box too and had a lot of trouble just sorting out if I could do it myself or not. In the end VM sent an engineer and on the same day I was up and running on 10 meg so no loss.

Re: Upgrade from 2 - 10 meg
 

Anyone on Wirral been upgraded yet? I am on the proper 10mb myself and my mate is on 2mb service getting free upgrade, just wanted to know if it is up and running thanks.:D

Re: Upgrade from 2 - 10 meg
 

I had the email last week, and a few days ago that leaflet came through the post saying that "10mb Broadband is here!" (well, it's not really is it). I can only hope that my connection gets upgraded soon (timetable says July/August, but I can dream it'll be earlier than that....can't I!)

CF23 (pentwyn)

Re: Upgrade from 2 - 10 meg
 

Well, I got the letter through, and when I went on the website It states


At which point I rang the customer service...who asked for all the details, then advised me back to the website which doesnt work...at which point I said, thats the site which isnt working and im phoning you about...He then made the claim that if the site isnt working its allready been put up...which im seriously doubting.

Anyhelp? : /

Re: Upgrade from 2 - 10 meg
 

They are lying and you need to call back and get an agent who wants to do his job properly.

Call 151 option 2.

Re: Upgrade from 2 - 10 meg
 

I'll give it another go in a bit then, can you elaborate a bit more on the "Call 151 option 2." please? :erm:

Edit: Also, we got put through to someone on an indian call centre, or at least thats what it sounded like, does this happen after a certain time in the day or is it just a Virgin media thing?

Re: Upgrade from 2 - 10 meg
 

Here you go thats a bit clearer.;)

The best time to call is after 0800 in the morning.
----------------------------------------------------------------------------
Tech Support is open 24/7 on the numbers below.

For help with your TV or Phone and for Broadband Technical Support:

Call Product Support/Faults on 151 option 2 from your Virgin Media Phone. It's absolutely free.

Or call 0845 454 1111 from any other phone line.
---------------------------------------------------------------------------

Re: Upgrade from 2 - 10 meg
 

Ok, thanks for the help : ).

We rang that number and got someone who wasnt "helpful" but tried there hardest and eventully forwarded us to another number, 150 option 3.

This number claimed our Modem is to old (A veryvery old surfboard modem) and there sending a new one and that we should ring them once it comes.


To me, this doesnt seem like a "fix" to the problem we are getting but I'm not going to judge it untill we get the new modem sent and rering them once its here, as it may get fixed then.


Cheers, Jim.

Re: Upgrade from 2 - 10 meg
 

woohoo! Derby jumped from being scheduled, to it is now available. Go vm

---------- Post added at 20:33 ---------- Previous post was at 20:20 ----------

EDIT: spoke too soon reset modem a couple of times and there's no change

Re: Upgrade from 2 - 10 meg
 

Even if your area gets enabled, you won't get the upgrade immediately. They are upgrading everyone who has registered in batches so they can manage it properly

Re: Upgrade from 2 - 10 meg
 

thanks Ben, why couldnt CS tell me that? Was like a tennis ball between tech sup and upgrades for an hour :-( Though i did lie the fact i could select option 3 - Rock music

---------- Post added at 22:14 ---------- Previous post was at 21:30 ----------

Well config updated but worryingly appears not to be correct config. See below

Network Access : Allowed
Maximum Downstream Data Rate : 10000000
Maximum Upstream Data Rate : 64000
Maximum Upstream Channel Burst : 1600
Maximum Number of CPEs : 1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Disabled

Note upstream data rate

Re: Upgrade from 2 - 10 meg
 

That normally indicates you are Offline, try rebooting the modem.

Re: Upgrade from 2 - 10 meg
 

Cheers guys
Newsgroup tech checked my account and said there was some sort of "fault" on it that prevented the upgrade. He has since repaired this and i am now successfully upgraded.

It just goes to show that if you are waiting to be scheduled still it does not mean you will be last. Up untill 2 days ago i was still in that category in Derby

Re: Upgrade from 2 - 10 meg
 

Well wot a shock i've just been upgraded in Leicester!
Didn't think it would be until August!
Nice Surprise though!
https://www.cableforum.co.uk/images/...2009/06/30.png

Re: Upgrade from 2 - 10 meg
 

Been upgraded in Warrington for a month or so now. The speed is significantly better than 2Mb but is usually in the 4mb to 6Mb range. Does anyone know(able to spill the beans) if there are any capacity problems in Warrington.

Thanks in advance

Re: Upgrade from 2 - 10 meg
 

I think but am not sure, the Derby and Leicester networks use the same "hub" UBR? or whatever the technical name is, along with parts of Nottinghamshire

Re: Upgrade from 2 - 10 meg
 

Just rebooted my modem and am now on 10 meg, one month early.
Well done and Thanks virgin.

Re: Upgrade from 2 - 10 meg
 

Ashton here upgraded after Phonecall told it was already upgraded it wasnt.
Measured 9.6 then got this measurement. Told only complain when its below 5MB

URL=http://www.speedtest.net]https://www.cableforum.co.uk/images/...2009/06/29.png[/URL]

Re: Upgrade from 2 - 10 meg
 

Hi,
Today I got the upgrade leaflet and I signed up for it. However, I don't know my area. Here's my hostmask:
Anyone know where this is?

Re: Upgrade from 2 - 10 meg
 

Castlecary, Cumbernauld, Glasgow area

Re: Upgrade from 2 - 10 meg
 

Okay, thanks. Castlecary is listed as June/July, hopefully I'll get my upgrade then.

Re: Upgrade from 2 - 10 meg
 

=============GOOD NEWS=================
Your upgrade will be UK Wide in 2days

well like me i am Ducking the pigs flying about .Call to virgin this morning
operater 1 no idea what i am talking about not her dep transfers me
to Faults

operterator 2 india

had to give full details again and again and again . informed i will need new
MODEM i dont been there done this worn out a few teashirts . then told
ok we have checked 2 days 30 june All country will be upgraded at same time Insisted this is utter nonsence but was told no its correct

WE SHALL SEE

Tony

GU14 AREA

Re: Upgrade from 2 - 10 meg
 

Re: Upgrade from 2 - 10 meg
 

The completion of the upgrade is the end of October if you have not pre registered and by the end of August for everyone who has not pre registered.

So the 2 days you were told is not only improbable but actually not even possible.

Re: Upgrade from 2 - 10 meg
 

Well i registered the first day this was mentioned i think i was behind NOAH in Que

Tony

Re: Upgrade from 2 - 10 meg
 

Woooooooooooooooooohoooooooooooooo !!!

I was meant to be upgraded in August and now I have just seen I am getting 9.3MB!

Thankyou VirginMedia ! :tu:

Re: Upgrade from 2 - 10 meg
 

Re: Upgrade from 2 - 10 meg
 

Yeah, I'm checking everyday too. (CF23, Pentwyn)

Quick question: I'm checking the 192.168.100.1 adress to check my max upload/download speeds, but will it update automatically, or only with a modem reboot?

Re: Upgrade from 2 - 10 meg
 

Best to reboot it only takes seconds.

Re: Upgrade from 2 - 10 meg
 

Funny thing is my Modem rebooted as soon as INDIA said all was setup ? but is best
to reboot anyway

Tony

Re: Upgrade from 2 - 10 meg
 

Not every agent has the remote reboot tool available.

Re: Upgrade from 2 - 10 meg
 

HI

Its been pretty Stable Around 9 megs most of time .no problems at all

Re: Upgrade from 2 - 10 meg
 

Just checked my speed bee upgraded:D:D:D

now getting

https://www.cableforum.co.uk/images/...2009/07/88.png

Swansea SA5

Chuffed!!

Re: Upgrade from 2 - 10 meg
 

Just got back from shopping to see an e-mail from Virgin and I EXCITEDLY OPENED IT THINKING I WAS GOING TO BE TOLD I HAD BEEN UPGRADED ....

and it said

....Our teams are working flat out to get our customers upgraded from up to 2Mb to up to 10Mb and they’re working from region to region. They haven’t reached your area yet, but they’re on their way!....

Hell's Bells .... what a disappointment!!!:td:

Re: Upgrade from 2 - 10 meg
 

Me too!!!

I can't see my location on the roll out sheet - can anyone tell me when London SE15 is due to be upgraded?

Thanks

Re: Upgrade from 2 - 10 meg
 

me too. Bl**dy annoying!

Re: Upgrade from 2 - 10 meg
 

yes i've had this e-mail at least twice.

does anyone know when Hatfield will get upgraded??

i have been waiting for months!!

July/August is just too broad a timescale.....

Re: Upgrade from 2 - 10 meg
 

Have just received the "You've been upgraded email". Rebooted my modem and have gone from 1.96 at last test to 0.96! Any ideas?
[https://www.cableforum.co.uk/images/...2009/07/74.png

Re: Upgrade from 2 - 10 meg
 

Also received the "You've been upgraded" email today my.virginmedia.com still shows me as "Broadband package: 2Mb M" and speedtest confirms.

https://www.cableforum.co.uk/images/...2009/07/75.png

I registered months ago for the upgrade and was informed a new modem would be with me in 5 days. /sigh

I have contacted the "Web team" who assure me my old modem (NTL home: 120) is capable of 10MB+, it irks me slightly that a neighbour who has the same modem and didn't register for the upgrade has been on the new speed for weeks now.

I guess old habits die hard with this company!

Re: Upgrade from 2 - 10 meg
 

Mine got upgraded a week ago or so. I'm well pleased with the service now. I kept checking the go faster status sheet and it said that they were in Leeds, so I had a surprise when I woke up and saw the speed going like the clappers lol.

http://speed.io/pics/2203/0124/speed.io.png

Re: Upgrade from 2 - 10 meg
 

I was upgraded on Monday around 5am. However the website states my area hasn't been completed and no email either.

http://speed.io/pics/2203/1428/speed.io.png

Re: Upgrade from 2 - 10 meg
 

i second that
i'm in blackburn and i was upgraded a week early and my connection is consistent it's a lot easier to go over the Traffic management limit

http://speed.io/pics/2203/0522/speed.io.png

Re: Upgrade from 2 - 10 meg
 

Just received my email:
Thanks for registering for our up to 10Mb broadband upgrade!

Our teams are working flat out to get our customers upgraded from up to 2Mb to up to 10Mb and they’re working from region to region. They haven’t reached your area yet, but they’re on their way!

What a joke!

Re: Upgrade from 2 - 10 meg
 

So i've just spoken to a very helpful person at customer services, one of the things he looked at was "netstat -a" in the command prompt. Apparently when I have a web browser open I have too many open connections, which indicates the presence of Spyware. I'm surprised because I thought my Anti-virus software came with Spyware!

Anyway, I'm surprised that this would take up nearly 90% of my broadband speed! Can any one confirm or deny this as a possibility?

Re: Upgrade from 2 - 10 meg
 

I think the you'e been upgraded email may have be an unreliable source. I too received that email today, but i was upgraded about 3 weeks ago.

Re: Upgrade from 2 - 10 meg
 

yes could be try this its free
http://www.safer-networking.org/en/download/index.html

Re: Upgrade from 2 - 10 meg
 

I hope this program is better than it used to be. It was the root cause of spyware last time i used it

Re: Upgrade from 2 - 10 meg
 

im using it now seems ok heard nothing but good about it
theres this to

http://www.pcworld.com/downloads/fil...scription.html

Re: Upgrade from 2 - 10 meg
 

Spybot found a couple of things, have removed them but my speed still only peaks at 0.96

Re: Upgrade from 2 - 10 meg
 

how long has it been like that and when you log in does it say your on 10m how are you connecting it to your PC USB or Ethernet

https://mysso.virginmedia.com/vm_sso...ashboard/start

Re: Upgrade from 2 - 10 meg
 

Yes it does say that I'm on 10Mb. Since I registered for the upgrade I'd been checking the speed intermittently and I was averaging around 1.9. I received the email today and checked the speed and I'm now down to 0.9.

Will check again tomorrow

Re: Upgrade from 2 - 10 meg
 

also you could try malware bytes or lavasoft Ad-Aware

Re: Upgrade from 2 - 10 meg
 

One of the best places for software is MajorGeeks you can get virtually anything you need software wise.

http://www.majorgeeks.com/

Re: Upgrade from 2 - 10 meg
 

Have just tried customer services again. This time the helpful chap reset the modem from his end, now everything seems to be ok. Thanks to everyone who responded to my initial query. Happy Days! :)

https://www.cableforum.co.uk/images/...2009/07/67.png

Re: Upgrade from 2 - 10 meg
 

That's a pointless email. Thanks for upgrading but we haven't done it yet. Maybe they should just say when they have?

Re: Upgrade from 2 - 10 meg
 

If you only get 1Mbit, make sure you do not have anything caching DNS - reset a router if you use it.

If it needs to put you to the registration screen, (by using "padded cell" DNS) and that is not happening, then you get a 1Mbit pre-registration mode, so it seems.

All our up to 2Mb customers are being upgraded to up to 10Mb broadband!
 

I got a letter from Virgin

"Hello there MICHAL,

Thanks for registering for our up to 10Mb broadband upgrade!

Our teams are working flat out to get our customers upgraded from up to 2Mb to up to 10Mb and they’re working from region to region. They haven’t reached your area yet, but they’re on their way!

Have a look at our schedule (http://www.virginmedia.com/myvirginm.../timetable.php) and find out when we’ll be coming to your region."

1. I live in Livingston
2. Unfortunately, I do not have faster internet.
3.
"... Our ref: KANA 1553811
Hi Michal,
It looks like the password you gave us doesn't match the details on your
account. Due to security reasons, we can make the changes to your
account or provide account related information only when we receive the
correct customer verification password (CVP)..."

4. I have a monthly account information on a mailbox virgin, to which I log on.
5. I know that I have the correct password to my account with Virgin. I am logged on to it every day.
5. and what do I do now

Re: All our up to 2Mb customers are being upgraded to up to 10Mb broadband!
 

:welcome:, you'll have to ring customer services on 150 from a Virgin landline or 08454541111 from any other phone to sort out your account problem :)

Re: Upgrade from 2 - 10 meg
 

Re: Upgrade from 2 - 10 meg
 

Hi

I have recently been upgraded to 10gb and and now contemplating being brave and going 'wifi'.
I know I have to get a 'cable' router, but can I get a combined modem/ router instead of just getting a router, as I think my Virgin modem is on it's last knockings and getting very hot?

Re: Upgrade from 2 - 10 meg
 

No you can only get a separate router which connects to your modem. If your modem is faulty, Virgin will replace it for you for free.

Re: Upgrade from 2 - 10 meg
 

Many thanks Ben.

Re: Upgrade from 2 - 10 meg
 

this is speed i am getting crap

https://www.cableforum.co.uk/images/...2009/07/63.png

Re: Upgrade from 2 - 10 meg
 

This is the speed you should be getting.

https://www.cableforum.co.uk/images/...2009/07/64.png

Re: Upgrade from 2 - 10 meg
 

You are not alone 2old4this. Below is a typical speed test from this morning. I have on rare occasions managed to achieve 9.85mb usually after rebooting my modem. The normal speed I am getting varies from 3.3 to 3.5mb! Surely the modem should not need rebooting daily?

https://www.cableforum.co.uk/images/...2009/07/61.png

Re: Upgrade from 2 - 10 meg
 

No it shouldn't, Phone CSC 150 from a Virgin landline or 08454541111 from any other phone to sort out your problem.

Re: Upgrade from 2 - 10 meg
 

Are you guys using a proxy by any chance? as this can be a factor re these slow speed tests.

Have you both tried downloading some blueyonder games files, this is the best method for testing your download speeds.

http://gamefiles.virginmedia.com/blu...demos/?C=S;O=D

Re: Upgrade from 2 - 10 meg
 

Re: Upgrade from 2 - 10 meg
 

Basically, I've had trouble with the internet over the last two days (basically my modem has been running slow and at times the ready tick on the modem would start flashing making the internet not work). Does this mean that Virgin is upgrading in Luton -- or has my internet crapped out totally?

Re: Upgrade from 2 - 10 meg
 

If the light you mentioned is flashing, and there is no maintenance on the VM website, then you should dial 151 and report the fault.

Re: Upgrade from 2 - 10 meg
 

https://www.cableforum.co.uk/images/...2009/07/62.png

Alright the problem has seemed to have subsided -- it must've been a problem upgrading.

Re: Upgrade from 2 - 10 meg
 

Your upload speed doesn't look too clever.
If it continues to be the same I would get it checked out.

Re: Upgrade from 2 - 10 meg
 

i been told as i using a router thats why i dont getting the full speed from CS in india

Re: Upgrade from 2 - 10 meg
 

Try a direct connection to check your speed properly.

Re: Upgrade from 2 - 10 meg
 

https://www.cableforum.co.uk/images/...2009/07/60.png

Re: Upgrade from 2 - 10 meg
 

Forget all this speed testing and give VM a call.

Test below just to prove there isn't a problem with the Maidenhead server.

https://www.cableforum.co.uk/images/...2009/07/59.png

Re: Upgrade from 2 - 10 meg
 

Thanks VMboy. I am not using a proxy so have done as you suggested and downloaded the following:

[img]Download Failed (1)[/img]lego_star_wars_2_demo.exe05-Aug-2006 00:30 438M
The download took 19 minutes. If you think this is excessive perhaps I should ring VM as tdadyslexia suggests.

Re: Upgrade from 2 - 10 meg
 

It's not so much of the time it takes, it's more the speed, although the two do meet.

Did you notice the speed when downloading the file?

I tried myself just now, and even with a proxy is was varying between 700 to 750 kBps, and would have taken around 10 minutes if it had continued at that speed which is normal.

So I reckon that your speed at that time would have been roughly 300 to 350 kBps.