Bought Modem
 

Hi all , as an original broadband customer i bought my modem rather than rent one but with the increase in speed my surfboard 3100 won't be able to cope with the increase , so would i be right in thinking that i can get ntl to exchange it for one that can cope with the speed as now the price has increased and all modems are classed as rental modems now

mick

Re: Bought Modem
 

Yes. They should swap it out.

Re: Bought Modem
 

AFAIK You are paying for a modem in your pricing these days so you may as well have one from NTL :)

Re: Bought Modem
 

What the best option to choose on 0800 052 2000

Please don't say India help desk

Re: Bought Modem
 

Did you phone about your modem and if so who?

I'm in exactly the same position as you.

Re: Bought Modem
 

Likewise - I'm also in the same position.

Would like to know if anyone has actually had their modem swapped yet.

Re: Bought Modem
 

Had my CMX swapped for a 250 last week. I called TS who put me through to India. The poor guy took some details and was absouteley bamboozled and got transferred to Swansea where a very nice girl arranged for an engineer to come next day with a new modem.

Re: Bought Modem
 

I phoned TS but was getting absolutely nowhere with the Indian lady - she couldn't even understand my postcode!

She had no idea what I was on about when I explained I was an early broadband subscriber with my own bought modem who now wanted a modem that I was entitled to. I gave up, phoned back, chose option 5 and managed to speak to a Scottish person with the same accent as mine - a lot easier.

He has arranged to have a new modem installed on Saturday afternoon.

Re: Bought Modem
 

I just rang up about this, and was told they wanted to charge me £50 for an engineer to come out and fit a new modem!

Did any of you get charged?

Re: Bought Modem
 

No :Yikes:

Re: Bought Modem. 3100
 

Ive tried 3 times to get my 3100 changed and got blunt refusals. They wouldnt even give me a price to change it. They just insisted that i had to wait untill late december and see if my modem would take 10mb.
I gave up and ive sent a letter to simon duffy down the road in Hook.
Doubt that anything will happen but it made me feel better to let them know how just on of thier customers think about this. lol
When youve been a customer for most of the services including broadband for about 6 years you would expect better treatment.

Re: Bought Modem. 3100
 

If there's no 10meg in your area yet, CS have every reason to refuse. Is there 10meg in your area?

Re: Bought Modem. 3100
 

Yes without a doubt. Friend around the corner gets about 8on his 4100 modem.
Mines is 5.6 to 6mb on the 3100.
If we didnt even have 10mb i would even be calling them. (apart from asking to upgrade of course! lol)

Re: Bought Modem
 

No I didn't and I would have kicked up a big fuss if they had charged me to provide me with equipment that they have been charging me rental for!

Re: Bought Modem
 

The easiest thing to do is unplug your BOUGHT modem and ring TS and say the modem doesn't do anything. It's a little white lie but it will get an engineer to you to swap it. I just told the engineer i'd binned mine as i owned it and he just installed a new one making a note of the old MAC address.

It was by far the easiest option and it worked. After all you pay for a modem so your entitled to one. :)

Re: Bought Modem
 

please dont 'bin' your old modems.
if a tech calls to swap out he will need a modem to return to stores and to take off his STB/SACM account.

Re: Bought Modem
 

If you have bought your modem you have every right to do with it as you please I would have thought.

Re: Bought Modem
 

It's not binned, however he did take the old MAC address with him. It's my modem anyway so i wouldn't of given it to him. :)

Re: Bought Modem
 

got an engineer coming on Friday to swap out my 3100 with a nice shiny new modem :)

Re: Bought Modem
 

Did you ring tech support, or the normal Customer support line?

What did you say, did you say you wanted a new modem cos it wouldnt support 10MB?

Re: Bought Modem
 

yes, thats exactly what i said. she had to go away for about 5 mins to discuss with somebody but came back and booked an appointment
I rang the customer service number

Re: Bought Modem
 

Thanks for the reply - I'll try again then, any maybe get through to someone who can help!

Re: Bought Modem
 

I have swapped out a couple of modems that customers have bought.I have left them with the customer but told them that once they are taken off the system they are no good :tu:

Re: Bought Modem
 

Well looks like I've been upgraded to 10Meg this morning, although the speed tests show 6Meg which is expected.

Supposed I have a valid reason to have my modem changed now, so will see what NTL say.

Re: Bought Modem
 

Why do NTL send an engineer to install your new modem?

I would have thought it was more cost affective for them and the end user to post the modem to you ....postage £6.99p or engineers time £50.00p, Surely its not that difficult to re-register a new modem, after all the cable service itself is fine your only changing the end hardware.

In my case I work on average from 07:30 - 19:30 Mon to Sat so for me to make myself available to meet an engineer would cost me in the range of £300 - £500 in lost income (wonder if NTL would compensate me if the engineer failed to show should I need to modem changed.....I think not :) )

Re: Bought Modem
 

I had to re-register my swapped modem anyway as the engineer didn't do it although he said he would.

Re: Bought Modem
 

I did also as the engineer phoned me 10mins after he had left and said TS wasn't able to register it as my OLD modem MAC didn't exist on their system!

A phone call from me sorted that. I suspect im on a different billing system to most people as im still not able to view my account statements online, so this caused the problem.TS had to get my account up by using my email address.

Re: Bought Modem
 

:Yikes: I live in Bromley Kent and called the freephone number asking " am i being upgraded today as i phoned lastweek and they said i will be" the guy on the phone said are you using a modem i said no he said i am unable to perform the upgrade as you are using a samsung stb and these dont support 10mb . oh i said why wasnt i informed of this when i called last week he put the phone to one said and made some enquires . he came back and said im sorry you have been misinformed i can order an engineer to install a modem on friday . Im only posting this as a warning to any sammy stb users out there that are waiting to be upgraded as you may have a longer wait without a modem . cheers! ;)