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Originally Posted by ian@huth
They are probably giving out a whole load of different reasons because there are a whole lot of different reasons. There can be several reasons why a particular customer can't get the upgrade and I would expect that CSR's would only give the customer one of those. The next CSR that the customer speaks to may give a different reason but it can be equally valid and doesn't mean that CS don't know what they are talking about. Much of the muddle that you perceive is only there because you don't appreciate the full complete facts about the upgrades.
Each NTL customer may have have slightly different reasons why they can or cannot have the upgrade. There is no simple and concise answer that covers every eventuality for every customer and every area.
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I appreciate that, I really do. But it doesn't explain why someone can phone and ask for an upgrade and be refused, only to then phone back, and be given the upgrade by someone else. Don't know how often this has happened, but it certainly has.