Cable Forum - View Single Post - HELP caught in a circle and getting NO support

LenMackin · 05-06-2007, 15:07

HI, I am in CV31 Warwick area. Last night I noticed that my broadband was running very slowly and indeed when i checked the modem config (ambit 250 two weeks old) it showed that i had been downgraded to 4mb. Members of this forum confirmed that this was the problem.

This morning, I phoned cable support at 9am, he confirmed i was on 4 meg and transferred me to customer support to get upgraded again. No reason for the downgrade was given however the guy in CS upgraded me and left a message on my account. 5 hours later and despite much rebooting, still 4mb and rubbish speeds. Called again not long ago, same thing, i was transferred from support to CS and the guy said "yep, still on 4mb" I'll upgrade you now. each time he did this it was rejected and my speed knocked back to 4mb. After several minutes of this he asked me to dial the tech support people again to tell them the problem.

I was put back to the indian call centre guy, he confirmed now that my speed was showing 64k - the lowest level of service!! and that my account was trashed!!! He called a supervisor and after a couple of minutes discussion got back to me and suggested,,I need to pass you to customer services, they will sort this out, I explained that I had just come from there. Customer services was yet another call centre in India but this time my number options were weird like, dial 1 for NTL saphire (or something) and 3 for SMS? this guy was as much use as a .......... so basically I have got nowhere. I have also told each of these guys that my modem seem hot and the transmit lights are flashing like crazy - yet nothing being downloaded? It's now like this all the time!

Suggestions please.

05-06-2007, 15:07	#1
LenMackin Inactive Join Date: Jun 2003 Location: Leamington Spa Services: 152mb Broadband only Posts: 143	HELP caught in a circle and getting NO support HI, I am in CV31 Warwick area. Last night I noticed that my broadband was running very slowly and indeed when i checked the modem config (ambit 250 two weeks old) it showed that i had been downgraded to 4mb. Members of this forum confirmed that this was the problem. This morning, I phoned cable support at 9am, he confirmed i was on 4 meg and transferred me to customer support to get upgraded again. No reason for the downgrade was given however the guy in CS upgraded me and left a message on my account. 5 hours later and despite much rebooting, still 4mb and rubbish speeds. Called again not long ago, same thing, i was transferred from support to CS and the guy said "yep, still on 4mb" I'll upgrade you now. each time he did this it was rejected and my speed knocked back to 4mb. After several minutes of this he asked me to dial the tech support people again to tell them the problem. I was put back to the indian call centre guy, he confirmed now that my speed was showing 64k - the lowest level of service!! and that my account was trashed!!! He called a supervisor and after a couple of minutes discussion got back to me and suggested,,I need to pass you to customer services, they will sort this out, I explained that I had just come from there. Customer services was yet another call centre in India but this time my number options were weird like, dial 1 for NTL saphire (or something) and 3 for SMS? this guy was as much use as a .......... so basically I have got nowhere. I have also told each of these guys that my modem seem hot and the transmit lights are flashing like crazy - yet nothing being downloaded? It's now like this all the time! Suggestions please.