[Will73]

Face it; NTL cs is a complete shambles.

I'm in Cambridge and on the 1Meg for £17.99. I called on Saturday and asked to be put on the 10Meg. The woman said "sure I'll do that for you now" when i asked to make sure there wouldn't be a price increase, she told me that would be £37.99. I explained that i'd heard that if i have a 3Gig cap (or some low cap) on the 10 Meg then there would be no price increase. She puzzled over this and then asked me to hold. She came back and said "right that's all done for you". I asked her to confirm there would be no price increase and that I would still be paying £17.99. She confirmed this was the case.

My suspicions began when I finished the call by asking if i needed to reboot my modem, and she said there was no need. I lost all connection over the next 15 mins or so, so turned off the computer and modem. When i turned it on again, the connection was back. Aha I though, this will be my new higher speed. I'd just like to point out at this point that I've got the NTL home 100 cable modem, so wasn't really expecting the full 10Meg, more like 4 or 5Meg. No chance - my speed was exactly the same as before. i.e 1 Meg connection (i checked the modem settings) with a max speed of about 740k.

I called cs back and got some sarky Scottish kid. Who, on telling him i'd checked my speed witha variety of speed checkers, laughed and said all speed checkers were a load of rubbish. I explained that while I know they are not that accurate i should at least see some speed increase going from a 1 to 10 Meg connection. This seemed to confuse him and he responded by saying I've only been upgraded to the 3Meg connection!!! I then asked him why my cable modem still said it was set to a 1Meg connection, and he said he could send an engineer round but if they found out my modem wasn't faulty they would charge me 50 quid!! I explained to him this was unacceptable and I wasn't saying my modem was faulty i was pointing out that I hadn't been upgraded at all, depite their insistance that I had. Utterly stumped, he then transferred me to Techniccal Support. I got through to some woman who sounded like she was on the moon, but who i suspect was in America. She took my MAC address and confirmed that I hadn't been upgraded at all and that my modem was still set to 1 Meg. She suggested I waited a few hours as the upgrade may take a while to come through.

It's now Tuesday and I am still waiting for the upgrade I was told had been done for me. I'm still on a 1Meg connection and still only gettting speeds of about 740k.

NTL cs haven't a clue what they are talking about. Unfortuantely I've been with them for a few years and have had nothing but problems everytime i speak to them. It amazes me how they are allowed to continue to tade.