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NTL 10 meg Broadband
I have been an NTL customer for nearly 10 years and on the whole had excellent service. I was one of the first customers to go on NTL broadband service,
Up until this week December 15th 2005 I was on the 3mb broadband thru my set top box (Samsung) and even though I was sharing this thru a wireless router it never dropped below 2.85mb.
When NTL announced the new 10 mb service for the same price that I was paying for the 3 mb service, and that the cost was coming down in the New Year I decided to go for the 10 mb.
Only to be told that my set top box would only go up to 5mg and that I would have to change to a stand alone modem capable of taking the new 10mb broadband, at a cost of one off payment of £50. I complained about this extra cost because the way I see it why should I be penalised because the box they provided me was not capable of receiving the new 10mg service, and besides I was still expected to pay the same Price has some one who received 3mg, 5mg, or 10mg.
Because of my long service with them, NTL customer service kindly agreed to waver the £50 charge, and on the 15th of December came and fitted the new modem, every thing went smoothly set up no problems I was up and running on the net within 1 hour
I the decided to check my down load speed and upload speed
And the average results were
Download 3.43mbps, upload speed 505kbps no difference than my old set top box speed.
I Contacted NTL customer service and asked them Iâ₠™ve I was on the 10 mb service †œYes you areââ‚ ¬Ãƒâ€šÃ‚ I told then that I was still only getting 3meg down load speed, They than passed me on to NTL Broadband technical support.
This is the conversation I had with one of the support Team.
†œWe donââ‚ ¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t guarantee 10mb only up to 10mbââ‚ ¬Ã‚ I said I understand that but surly I should be getting faster down load speeds than 3mb,
†œYou see sir it the system it is not been fully tested it will get better over the next few monthÃƒÂ¢Ã¢â€šà ¬Ã‚ÂÂ.
But you are advertising that you now have 10mb broadband and it says nothing about the system has you call it still being tested.
†œWell thatââ‚ ¬Ã¢â€žÂ¢s the way it is at the moment Some days youââ‚ ¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢ll get 3mb, tomorrow you could get 5mb and some days you may get up to 10mb, but it will get betterÃƒÂ¢Ã¢â€šà ¬Ã‚ÂÂ
I then ended the call in disgust.
Since then I have continued to check my down load speed with different software and the highest I got was 7.055 kbps but I must say the down load speed is up and down like a yoyo, yoyo, on average never getting above 3.65kbps.
I think that this 10mb broadband from NTL is just a marketing ploy to say we are the first to over 10mb Broadband, I think they are stretching the truth a bit
On the whole I have found I person from NTL Broadband support who has taken the time to rectify this problem, and to whom I am very grateful, has for customer service, they are the worst I have ever encounter, never do what they say they will.
You will note that I said at the beginning that NTL had not charged me the £50 upgrade for the stand alone modem to get the 10mb broadband, if I have had to pay this then I would have been very disappointed, I would recommend donââ‚ ¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t pay it, its not worth it.
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