Motorola Surfboard SB3100i since Dec 1999: Tamworth, Staffs
Just tried CS to get a replacement modem to give me the full 10Mb/s service, and was told that I would be charged £50:
(Currently getting 5-6Mb/s due to restrictions on Ethernet port being 10Mb/s half duplex).
After further discussion, CS said they would reduce the fee to £25. CS wouldn't budge on this even though I pointed out that the modem was hired from them and not fit for the service being provided. CS kept insisting that it was a modem identified as needing an upgrade and consequently chargeable because modem was suitable for the original contract speed (In 1999)!!
Let's see. NTL upgrade to 10 Mb/s. No longer offer 3Mb/s. New customer gets new modem fit for the purpose, even with discounts in some cases.
Existing customer gets charged £25. If account was closed, Modem would NOT be collected or returned to NTL, I would be asked to dispose of it. Ask for a new account perhaps in partner's name. New modem would be supplied free of charge, may even get a discount into the bargain.
Where is the incentive for customer loyalty NTL??
Can anyone tell me if you have managed to get the 3100 replaced, how you did it and in which area you are connected to? I seem to be banging my head against a brick wall here.
