Installation costs
 

I'm just about to get my BB package upgraded from 20Mb to 50Mb. I have a current active connection. I have recieved a letter listing the following charges

XXL 50MB Broadband £52
Broadband XL Discount £1CR (Generous of them)
BB Size XXL Activation CH £50 ( A bit steap)
Intalation Charge £30 (I would expect this would be part of the above )

Are these what I should expect, I'm a bit peeved as there was no mention of these charges when I ordered the package.

Regards

EV

Re: Instalation costs
 

Yes the two charges adding up to £80 are standard, and should have been told to you.

Re: Instalation costs
 

Also

What "instaltion" should I expect. Is it just connecting a new wireless modem onto the cable or is there more to it, the documentation says that it should take 2 hours.

Re: Instalation costs
 

The charges are correct and if you rang up the rep should have informed you but it is also on the 50Mb pages in the FAQ's http://allyours.virginmedia.com/html/50Mb/faq.html#_3

Re: Instalation costs
 

Always in the small print. to be honest Ive never had a issue with Virgin BB, I've had them eversince 512k.

Thx for the quick responces.

Re: Instalation costs
 

It is a manned install by a principal engineer and the 2 hours should be the maximum period the engineer will need to stay, it could be shorter or longer depending on your connection.

Ask in one of the established 50Mb threads for more information.

Re: Instalation costs
 

Another question I have.

Will moving to the faster service change the download limits before the caps come into force.

Re: Instalation costs
 

At present the is no STM on 50Mb click the link and no plans as yet for any.

http://allyours.virginmedia.com/html...t/traffic.html

Re: Instalation costs
 

make sure they set up your wireless router too ;)

Re: Installation costs
 

I have contacted Virgin about coming back to them for my Internet service, which I cancelled a few weeks ago, after a nightmare experience with Sky?
How much will it cost me? The Internet connection cable is still there in the room, all I would need is the modem.
Also, is it true that they will give me a Free Router?
Cheers, Smudger.

Re: Installation costs
 

2 Hours for an engineer to set up a modem and router? And then phone in a mac addy?

Wow, VM's engineers suck.

I agree though, the charges are another rip off.

£30 for installation I could do myself easily (but still VM want their engineers to do it).

£50 for setting a docsis file with the modems mac addy to get 50mb is just disgraceful.

Anyone wanna pay me £10 for opening their front gate at their house for them?

Re: Installation costs
 

£15 for self install kit, plus you will get a free router so ring sales and they will sort it out.

Re: Installation costs
 

No self installs on 50Mb as they need to be able to adjust the power levels which cannot be done remotely as otherwise customers would be screaming down the phone for an engineer to attend.

Re: Installation costs
 

Power levels to what exactly?

Re: Installation costs
 

The modem power levels have to be correct as it uses 3 downstreams not one so the engineer is there to ensure the connection works.

Re: Installation costs
 

Moldova is correct although the modem's do have a choice of 4 downstreams

Re: Installation costs
 

They would also work more efficiently if they were allowed to use all 4 downstreams.

Re: Installation costs
 

And normal people are incapable of setting that huh?

But to be honest with you VM engineers have been pretty lousy from my experience with them, one came to check the wall box in the room, I went to get my cup of Tea and came back up to find him on my PC checking my Network Settings.

He got an ear bashing for that so did someone on the phone, he did get fired for that, but out of the 5 engineers ive seen since VM took over... they have been useless.

Which is why I would prefer to set my own settings.

Re: Installation costs
 

I was thinking the same thing plus the modem gives the option for 4 upstream channels aswell

Re: Installation costs
 

Do you have access to the street cabinet and also are you trained to work in the street cabinet, if the answer is no, which it will be, then you require a engineer to attend.

I am not being sarcastic by the way as the above is the reasons why an engineer attends.

Re: Installation costs
 

Ahhh its a street cab now :P

I thought it was the modem...

If street cab he doesnt need to come into me house does he (or she) :P

Re: Installation costs
 

They have to check the power levels with a meter in your house and then adjust where necessary in the cabinet so access to your property is required or no installation can take place.

Re: Installation costs
 

If the modem is OK then no he wouldn't need to go to the cab, been as your not a tech you wouldn't know so I think Moldova is correct, the levels would have to corrected at the cab and then the tech would have to check the levels and connection in the house so he would need access to the house

Re: Installation costs
 

Being as I have a MCSE, A+, N+, BSc Software Engineering and own my own shop. Yeah I do believe I have an idea :P

To be honest I just dont trust VM staff to do a great job.

An example.. Tonight on virginmedia.support.broadband

One person has had a problem since OCT/NOV last year, and when asked about their ticket status, the tech support said "I have no new information". (thread title - F000936109. update)

That is why I would want to do it myself.

Re: Installation costs
 

So say you do it yourself and for whatever reason it doesn't work as it should. Going to blame yourself or you going to blame Virgin?

Re: Installation costs
 

No I wouldnt blame them of course. They would still have to do the cabinet outside, but inside I can set the modem no problem :P

Just dont like the incompetence that creeps in, I pay for a service I should at least get some competent support in any form.

Re: Installation costs
 

It does not matter what qualifications you have as the requirement is for a engineer to to install 50Mb for the reasons above, and all Virgin say is no £80 no 50Mb.:D

Re: Installation costs
 

Of course they will say that, because VM are penny pinchers.. lets be honest about it.

We all remember their attempt at £1 per minute support from India once upon a time :P

Re: Installation costs
 

Without the relevant equipment you would not be able to set it up thats why access to your property is required.

---------- Post added at 23:06 ---------- Previous post was at 23:05 ----------

25ppm actually and credited back if it was a Virgin issue.

Re: Installation costs
 

Equipment? :rolleyes:

Not that hard to log into a modem and change settings :P But it should be made more difficult, so that people cant help people steal broadband by cloning MAC addies and uploading docsis files via a emulated TFTP server.

Re: Installation costs
 

I am talking about the meter to check power levels in order to set them correctly in the cabinet.

Re: Installation costs
 

You sure?

I once called to check if a problem was in my area, which it was.

Cost me £5 for 5 mins call, and trying to get that credited was like pulling my own teeth out, even when it wasnt my fault but VM's.

Person on the phone asked a supervisor and they said no, but the nice person removed it for me anyway. At least there is some nice people there with common sense :P

Which I can do via my own PC, while the engineer tinkered with the cabinet outside. I am more than Capable of checking Modulations and Symbol Rates :P Oh and Signal to Noise Ratio's.

Re: Installation costs
 

You don't ever 'log into the modem to change the settings' ??!

---------- Post added at 23:10 ---------- Previous post was at 23:09 ----------

Only £1 a min line in the PC Helpline for help with non-Virgin related computer issues

Re: Installation costs
 

That may be so, that day my 5 min call to India was gonna cost me £5 :\

What engineers use Telepathy?

There is always a way :P

Re: Installation costs
 

As I said not allowed only an engineer can install regardless of your personal qualifications.

How come you called PC Help as they only deal in Non Virginmedia related issues with customers PC's.

Also PC Help is in Scotland not Offshore.

Re: Installation costs
 

Unless he called from a non VM phone.

Re: Installation costs
 

PC help??

I did not call them, and not once did I say I did.

I said I called support, to check if there was an issue in my area.

Jeez your reading ability moldova leaves alot to be desired :P

Re: Installation costs
 

A 5 minute call to a 25ppm number does not cost £5.

It would have cost £1.35

Re: Installation costs
 

No but AFAIK at no point does the set up require the modem to be accessed. All configuration of the modem is automatic once the approprate information has been entered into the PDA and the correct signals have been sent

Re: Installation costs
 

No to you, that you know of ;)

Re: Installation costs
 

The engineers do not change any modem settings as Ambits do not have access to the modem settings except by illegal means.

Re: Installation costs
 

Again that you know of. There is always an engineer user/pass ;)

But...

Anyways im off to watch the Biggest Loser Finale, so have fun people :)

Re: Installation costs
 

Not for the Ambits there isn't.

You can get to the information pages but you can't change anything

Re: Installation costs
 

If you don't want to pay £80 installation then feel free to go to another ISP that offers 50Mb......exactly, so VM can charge whatever they like.

Re: Installation costs
 

Wow and you would have still paid if the cost was £160, because VM is the only one offering 50mb lines (which are hardly working if you check the usenet groups)?

What Originally I was trying to say is this, the £80 is grabbing cash from the customers.... more so the £50 for a couple of keystrokes. And shows VM to be vultures rather than the customer satisfaction company they try to perceive themselves to be.

To get what? A 50mb line that mostly the warez kiddies are buying anyway.

For most 50mb is not needed, I wouldnt personally need it as would most other people. But at the moment its the one that is not unfairly throttled to the high heavens, so that is why some non-warez heads are getting the 50mb line.

And before you say "blah blah blah why talk about it then blah blah" do read the thread and understand why I am saying it. :)

What are you the master of ambit modems now?

Explain why because you think there isnt, that there is no way to get access to diagnostic/engineer pages on a modem?

Re: Installation costs
 

I have to totally agree. Virgin Media are a business and (currently) they have a unique selling point and it is CORRECT to make the most of this from a business point of view.

As customers, we always have a choice to do business with a business or go elsewhere.

If you feel something is too expensive for your requirements (for whatever reason) then don't buy it. It is not anyones right to have a 50Mb connection.

Re: Installation costs
 

Never said you couldn't get to the diagnostic/status pages - as they don't need a username and password (when they work). There aren't any engineer pages

Even when TSC change settings they do it at the uBR - not on the modem

Re: Installation costs
 

As well as the engineer's visit you get a 50mb "N" capable router and a usb ethernet adaptor.

Re: Installation costs
 

Well said mate :clap:

Re: Installation costs
 

And from a quick search the router itself costs £73! http://www.broadbandbuyer.co.uk/Shop...ProductID=7259

and the cheapest I could find the adapter is £28
http://www.broadbandbuyer.co.uk/Shop...ProductID=5180

So that is at least £101 worth of kit included as part of the activation and install

Re: Installation costs
 

Re: Installation costs
 

It does not matter how capable a person may be as they cannot access the cabinet or have an engineers meter to check the signal and power levels so 50Mb will remain as a manned install for the foreseeable future.

Re: Installation costs
 

sorry moldova forgot the sarcastic smiley :rolleyes:

Re: Installation costs
 

I guarentee they get for cheaper, buying in bulk does that, and you never get anything for free.

Its a misconception that catches people out all the time...

Buy this and get this free.. its never free, your paying for it. No company is going to give you something for free off the bat.

I am amazed though how people feel so strongly that they are getting a great or even good service from VM. I have given an example on newsgroups that one customer has had problems since last year, 6+ months ago! and nothing has been done about it. Do people accept this?

And that is not a one off thing, this is national. Their engineers to be honest suck, yes there is good engineers I have met a couple I will admit, but overall they suck. Are people happy to have them come to homes and try to fix issues they arent totally experienced in, cheaper staff = less expenditure.

Being routed to India for support, sucks, its a money cutting scheme so they can bring in money over quality. Whatever happened to the UK support that TW/BY once had (and im sure NTL had at one point) and people who know what they are talking about? Do people really accept talking to an Indian representitive who goes down a check list? Do people accept that when calling to see if a problem is in the area for example that restarting the modem and PC does anything, and that is before they will even check if there is a problem.

Do people accept that VM have hardly put any money into upgrading UBR's to deal with the increase in new traffic? (Im sure the VM staff here will say they have, but clearly they haven't) All because they want to cut corners again and spend little money as possible.

And also are people accepting the god awful throttling at 75%? Again ties in with the above paragraph, its all about saving money.

If people are happy with that then, go for it. I am not, after all im only discussing here what I feel and within the rules of the forum. I dont need to go into personal attacks either.

Shocking, no wonder there is a recession in this country if people are unable to speak up and complain about the services or lack of they receive.

Re: Installation costs
 

If they suck so much then vote with your wallet and leave. Such are the wonders of the free market.

The services VM provide me are excellent, and whilst I am not a fan of Indian call centres (and have made my opinion on this clear to Virgin Media), the support in the newsgroups is excellent. So overall I'm a happy chappy.

Re: Installation costs
 

You get the router and adaptor free as part of the 50Mb connection and you moan about them getting a good price because they get them in bulk.

Why use that analogy on Tesco's or any of the supermarkets you buy from and if you did you would starve or pay more for a lesser service in the corner shop.

Re: Installation costs
 

Thx for the replies guys, at least I know am not being totally ripped off.

---------- Post added at 19:02 ---------- Previous post was at 18:47 ----------

I didnt realise there was 4 pages of replies ( that ive just read). I have no issue with a engineer visiting my house as long as its a nessesary visit. As mentioned, if its just to plug in a modem and a telephone call for activation I'm not so happy. I have had very few issues with Vigin BB and hope it continues with the 50Mb upgrade. I would also agree that the standard of engineer is poor, but I have also dealt with guys who are very good(a couple).

Re: Installation costs
 

can some one help me please .
i have just seen on there web site virginmedia,152mb broadband and no istaltion charge but when i rang up they said yes i have to pay
is that correct i am a custermer
here is web site
http://store.virginmedia.com/broadba...and/152mb.html

Re: Installation costs
 

Terms of the offer:

Free installation online: 18-month minimum term contract applies. Offer available to new customers taking broadband up to 50Mb, up to 100Mb or up to 152Mb with a phone line; or broadband up to 50Mb, up to 100Mb or up to 152Mb and TV M, M+, L or XL with a Virgin Phone line. £49.95 installation fee applies to broadband, TV or phone when purchased on its own, or if not purchasing online. May not be used in conjunction with any other offer unless stated by Virgin Media.

Re: Installation costs
 

please show me link

Re: Installation costs
 

Bottom of ever page on the Store, including the one you linked to - it's in the 'Offers' section

Re: Installation costs
 

Opps sorry Ben, didn't see you had posted whilst I added the information. I really must learn to type faster.:D

Click on Offers link at the bottom of the page in your link.