Cable Forum - View Single Post - *ALL* Speed Upgrade Discussion In Here Please (Part 4)

johno · 12-03-2005, 11:40

I waited a few days and no upgrade, so I decided to try the manual approach. When I entered my details I got this message:

The username (my.name.) entered is not the registered subscriber associated with this cable modem.Please go back and try again with your cable modem username and password. If you need further help, please contact our customer support (0800 052 2000).

I phoned CS and got through to a very pleasant asian gentlemen. I told him I had tried to upgrade to 2Mb and got the above error. He told me the upgrade would go through automatically, and I replied that was fine but I was concerned about the error. After a bit of discussion we determined that I had been entering the details for my dialup account, which apparently are different from my Broadband account. He told me the correct username and password, I typed it in, asked for 2MB, the modem rebooted 5 seconds later and I had 2Mb.

I thought I'd mention it, because I saw a couple of other people had the same error as me, and also because I thought the CS guy was very competent and knowledgeable, so just wanted to redress the balance on perceived cluefulness of CS.

12-03-2005, 11:40	#609
johno Inactive Join Date: Jul 2003 Posts: 1	*Re: ALL* Speed Upgrade Discussion In Here Please (Part 4)** I waited a few days and no upgrade, so I decided to try the manual approach. When I entered my details I got this message: The username (my.name.) entered is not the registered subscriber associated with this cable modem.Please go back and try again with your cable modem username and password. If you need further help, please contact our customer support (0800 052 2000). I phoned CS and got through to a very pleasant asian gentlemen. I told him I had tried to upgrade to 2Mb and got the above error. He told me the upgrade would go through automatically, and I replied that was fine but I was concerned about the error. After a bit of discussion we determined that I had been entering the details for my dialup account, which apparently are different from my Broadband account. He told me the correct username and password, I typed it in, asked for 2MB, the modem rebooted 5 seconds later and I had 2Mb. I thought I'd mention it, because I saw a couple of other people had the same error as me, and also because I thought the CS guy was very competent and knowledgeable, so just wanted to redress the balance on perceived cluefulness of CS.