An update...
Quote:
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Originally Posted by Matt D
Phoned ntl again this evening. The support guy didn't seem to think there was anything wrong, but said maybe I should still have the engineer come out anyway to check it all.
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First, to add to that:
When I phoned TS on Sunday, the TS rep (Shaun/Sean IIRC) refused to believe that I could be on the wrong speed. He said that as I was being billed for 2mb, I *must* be on 2mb. Despite what all the various speed tests said. He gave me a URL to download a file, & used the transfer rate my browser displayed for that d/l to claim that my connection was fine - despite it being a small file & despite browser reported transfer rates such as that being an unreliable measure of speed (so says RDHW). I explained to him that I'd used multiple proper speed tests (such as RDHW's, ADSLGuide, etc) & they all clearly showed 1mb not 2mb but he said that was impossible.
Anyway.
So, Bill C kindly offered to help me
I gave Bill my MAC addy & he checked my modem for me. He said it was most definitely, clearly, on the 1mb service & not the 2mb service that I'm paying for. Unfortunately, he couldn't fix it for me due to my account being an old type & due to my being in a different area to him with different systems. But he was still amazingly helpful, & at least it proved that my modem was on the wrong speed
So.... I phoned ntl again last night.
I explained everything to the TS rep (can't remember her name). After doing a test herself, she finally accepted that the modem was actually on 1mb not 2mb.
But, she claimed that she couldn't fix it & that I had to get Customer Services to do it. This is despite the fact that TS can & do change speeds (well, based on my past experience anyway).
So, she transferred me to CS....but the wrong dept. When I finally got through, the CS rep said he couldn't do anything as he didn't cover Cambridge. So I had to hang up & dial ntl CS again myself.
When I finally got through to the correct CS dept, the rep said as far as he could tell I was on 2mb anyway, as that's what the billing system showed. I assured him the modem was actually on 1mb, that I'd done speed tests showing it was on 1mb, that I'd had two people from ntl who had both checked the modem's status & config & found it was actually now set for the 1mb service.
He tried to reset my level to 2mb using whatever CS use, although he was skeptical as his system showed I was on 2mb anyway.
Needless to say, it didn't work.
So, with it almost 8pm, when CS & so on (except TS) close & go home, he told me he couldn't do anything else & that it was obviously a fault & that I had to speak to Faults.
So then I phoned the main ntl no. & selected Faults. But, being 1min to 8pm, I didn't get through to Faults & was on hold for 15mins until my call got diverted to Tech Support.
I explained everything once again to the current TS rep, who was confused at what had happened but was actually very helpful. The guy confirmed again that the modem was on 1mb, & he quickly fixed it for me & put it back on 2mb (despite the previous TS agent claiming TS couldn't do this & CS had to do it). Can't remember his name, but he was very helpful
So, at last, my modem appears to be back on 2mb.
Still no idea why it originally died though, or why the connection was then re-created with the wrong service level, or why no one could have sorted it out earlier (e.g. the TS rep on Sun or the 1st one on Tues).