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Syco · 08-11-2005, 16:42

Hi Guys,

Just found you all again, must be 3 years since I last visited here (I seem to only hunt you down when i have a complaint

)

Just upgraded from 1Mb to 10Mb and only getting 3Mb, I did not know about the 10Mb upgrade, I just followed the speed upgrade link from http://www.ntlworld.com (it looks like a total fiasco) and when I rang support to ask why they are advertising a 10mb upgrade and I'm only getting 3Mb they said the 10Mb upgrade is for new customers only, I asked why this is not displayed on the upgrade page (this they could not explain)

I will be speaking to Coventry Trading Standards and will supply a report in what I did to reach the advertised upgrade pages and provide screen shots because I think NTL may be breaking the law by advertising a service on their upgrade page and charging a fee of ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£37.00 for 10Mb when the actual user is not going to get that service at this time, CS say that existing 3Mb customers might be upgraded to 10Mb either the end of 2005 or early 2006, I asked again why these type of details are not displayed on the upgrade page as their upgrade page is misleading visitors into thinking that they are getting a choice between a 2Mb or 10Mb connection that displays a substantial difference in speed between 2Mb and 10Mb pricing so most will opt for the 10Mb yet they are not getting what they believe they are paying for, the fact that a end user is now on a 3Mb service (for how ever long it takes to upgrade existing users to 10Mb) is irrelevant, NTL are advertising a service on their upgrade page that they can not or choose not to supply existing users (yet they are willing to take the payment for it) their answer was they can only tell me what they have been told.

I have already spoken to the ASA but they don't think it falls under their control as the service is not publicly available (ie to get to the upgrade page you have to log in with your account details) they have suggested to speak with the local TSO as NTL do seem to be providing details that may be breaching trading standards regulations.

They closed at 16:30 so I'll call them in the morning and let you know what they have to say.

08-11-2005, 16:42	#462
Syco Inactive Join Date: Nov 2005 Posts: 10	*Re: All* ntl 10meg Discussion (part 2)** Hi Guys, Just found you all again, must be 3 years since I last visited here (I seem to only hunt you down when i have a complaint ) Just upgraded from 1Mb to 10Mb and only getting 3Mb, I did not know about the 10Mb upgrade, I just followed the speed upgrade link from http://www.ntlworld.com (it looks like a total fiasco) and when I rang support to ask why they are advertising a 10mb upgrade and I'm only getting 3Mb they said the 10Mb upgrade is for new customers only, I asked why this is not displayed on the upgrade page (this they could not explain) I will be speaking to Coventry Trading Standards and will supply a report in what I did to reach the advertised upgrade pages and provide screen shots because I think NTL may be breaking the law by advertising a service on their upgrade page and charging a fee of ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£37.00 for 10Mb when the actual user is not going to get that service at this time, CS say that existing 3Mb customers might be upgraded to 10Mb either the end of 2005 or early 2006, I asked again why these type of details are not displayed on the upgrade page as their upgrade page is misleading visitors into thinking that they are getting a choice between a 2Mb or 10Mb connection that displays a substantial difference in speed between 2Mb and 10Mb pricing so most will opt for the 10Mb yet they are not getting what they believe they are paying for, the fact that a end user is now on a 3Mb service (for how ever long it takes to upgrade existing users to 10Mb) is irrelevant, NTL are advertising a service on their upgrade page that they can not or choose not to supply existing users (yet they are willing to take the payment for it) their answer was they can only tell me what they have been told. I have already spoken to the ASA but they don't think it falls under their control as the service is not publicly available (ie to get to the upgrade page you have to log in with your account details) they have suggested to speak with the local TSO as NTL do seem to be providing details that may be breaching trading standards regulations. They closed at 16:30 so I'll call them in the morning and let you know what they have to say.