Quote:
Originally Posted by FyberOptyx
I have been on the 20Mb broadband since it came out in my area more than 12 months ago.
snip
I was told the modem I have installed isn't up to supplying 20Mb and they would be sending me a new one in the post.
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The 20Mb service upgrades started last May, so unless you were in one of the test areas, you won't have had it for 12 months.
Quote:
Originally Posted by FyberOptyx
I never said i wanted a refund. I do expect a small amount of compensation tho.
They have been charging me for something which they could not physically deliver.
As for the modem model - NTL Home 120 mean anything?
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When the upgrades were happening there was a page on virginmedia.com that told you what areas were being upgraded and when. On the same page there was link which said 'Find out if you need a new modem for 20Mb' and if one was required, order it for free (or if you really wanted to, order a tech to swap it for a fee)
As you have also experienced, at any point, if you phoned in and said that you were on XL and were not getting the speeds, the support line also had the list of incompatible modems (Which is also
HERE), and would/will immediately arrange a swap
At no point have Virgin (or ntl and telewest before it) actively swapped out hardware as part of a broadband upgrade. But they have always provided information on whether a swap is required and how to do it. If you dont look at the customer zone of the website on a regular basis (Where all info is posted), who knows what you may miss out on. (The wireless broadband trial is one for a start)