Cable Forum - View Single Post - Problem re-registering modem

millenp · 24-04-2005, 17:36

This is familiar. I have a Terrayon, and broadband connection for 4 years. Trouble is, they never migrated my dial up account over to a proper broadband account - instead they physically connected my modem onto the network via a provisioning account and made an administrative link from my dial up account billing data.

The result is that everythinhg works fine - except I can't migrate on line because my mac address throws up an account error when checked by the autoregister page.

If I call tech services, they tell me they can't access my account from my mac address (no suprise there because it doesn't exist). The tell me I need to call customer services and get a pin number to register. So I call customer services, who can only see a dial up account, and are non plused as to how I get broadband at all - even though it's billed on my dial account billing

Got it so far?

Well you are doing better than NTL who created this bizarre situation and have not been able to sort it out in 4 years.

The only thing that bothers me is whether I will get overlooked when they do the speed upgrades - that will be another 3 hours on the phone trying to sort it out...

Trouble is 4 years ago, we were pioneering service, and they hadn't got the registration process sorted out.!

24-04-2005, 17:36	#5
millenp Inactive Join Date: Dec 2004 Posts: 6	Re: Problem re-registering modem This is familiar. I have a Terrayon, and broadband connection for 4 years. Trouble is, they never migrated my dial up account over to a proper broadband account - instead they physically connected my modem onto the network via a provisioning account and made an administrative link from my dial up account billing data. The result is that everythinhg works fine - except I can't migrate on line because my mac address throws up an account error when checked by the autoregister page. If I call tech services, they tell me they can't access my account from my mac address (no suprise there because it doesn't exist). The tell me I need to call customer services and get a pin number to register. So I call customer services, who can only see a dial up account, and are non plused as to how I get broadband at all - even though it's billed on my dial account billing Got it so far? Well you are doing better than NTL who created this bizarre situation and have not been able to sort it out in 4 years. The only thing that bothers me is whether I will get overlooked when they do the speed upgrades - that will be another 3 hours on the phone trying to sort it out... Trouble is 4 years ago, we were pioneering service, and they hadn't got the registration process sorted out.!