Account upgraded 20Mb, modem not upgraded

beggarsu · 27-03-2009, 17:06

Hi all,

I'm having problems with my internet download speeds. Virgin upgraded my account a few days ago from 10Mbit to 20Mbit and it shows in my internet account, but I noticed my speeds are still in the 10Mbit range (below 1 MB/s). I checked the modem config and it displays the following:

Network Access : Enabled
Maximum Downstream Data Rate : 10240000 bps
Maximum Upstream Data Rate : 512000 bps
Maximum Number of CPEs : 1
Software Upgrade File Name : ntlhm120_ntl0002.cpr
Software Upgrade AdminStatus : allowProvisioningUpgrade
Software Upgrade OperStatus : failed

The modem is an old ntl silver model (ambit) but I think it supports 20Mbit connection? I've tried rebooting the modem but still displays the above.

Should this modem be replaced?

Thanks for your help.

BenMcr · 27-03-2009, 17:11

If it's sliver it needs to be replaced - it seems you have a 120

The 250 was blue

techyguy4 · 27-03-2009, 18:03

Modem may/may not be compatible with 20 meg but the config should show stats for 20 meg. Time to give a call to tech support.

Gary L · 27-03-2009, 18:07

and they say that it should flag up on their screen what modem you have and if it needs upgrading

BenMcr · 27-03-2009, 18:21

It does - if you are already on XL. If you get upgraded the flash won't come up until the next time someone goes into the account.

The agent that does the upgrade should check if a new modem is needed

Gary L · 27-03-2009, 18:27

Quote:

Originally Posted by BenMcr

It does - if you are already on XL. If you get upgraded the flash won't come up until the next time someone goes into the account.

Why can't it be the case through all the range?

Quote:

The agent that does the upgrade should check if a new modem is needed

It would help a lot if they did. there could be loads of people on 20MB with a modem that is incapable of giving that speed. and they could be on it for months and months.

BenMcr · 27-03-2009, 20:33

Quote:

Originally Posted by Gary L

Why can't it be the case through all the range?

For M and XL it is - as those are the tiers currently affected by changes this year

It wasn't possible to do before.

Quote:

It would help a lot if they did. there could be loads of people on 20MB with a modem that is incapable of giving that speed. and they could be on it for months and months.

Not that many probably. To be on a non-20Mbit capable modem you would have had to be installed over 4 years ago

moaningmags · 27-03-2009, 22:01

Quote:

Originally Posted by beggarsu

Maximum Downstream Data Rate : 10240000 bps
Maximum Upstream Data Rate : 512000 bps

This is a 10Mb config file, either you haven't rebooted your modem or the upgrade hasn't gone through.

General Maximus · 28-03-2009, 08:32

when mine was upgraded to 20mbit many moons ago I didn't even have to restart it, the dudes on the phone did while i was on the phone and it worked straight away. Apart from the fact that you haven't actually been upgraded yet, you need a new modem as well. If you give them a buzz they'll post one out to you and you just plug it in as a replacement to the old one and thas it is, it will sort itself out and you don't need to do anything else.

beggarsu · 28-03-2009, 10:05

Hi all,

Thanks for helping me out with your suggestions.

I phoned support this morning and they needed to reset my modem from their end and my modem config shows:

Maximum Downstream Data Rate : 20480000 bps
Maximum Upstream Data Rate : 768000 bps

I'll test the speed out from a newsgroup and see if I get any improvements.

Peter_ · 28-03-2009, 12:50

Quote:

Originally Posted by beggarsu

Hi all,

Thanks for helping me out with your suggestions.

I phoned support this morning and they needed to reset my modem from their end and my modem config shows:

Maximum Downstream Data Rate : 20480000 bps
Maximum Upstream Data Rate : 768000 bps

I'll test the speed out from a newsgroup and see if I get any improvements.

Did they order a new modem for you if not call back as you need one.

sheka · 01-04-2009, 10:41

this has just happened to me too....now on 20Mb/s but still have a Ambit 120 modem...

Peter_ · 01-04-2009, 13:15

Quote:

Originally Posted by sheka

this has just happened to me too....now on 20Mb/s but still have a Ambit 120 modem...

You need to call Tech Support to get it swapped

sheka · 01-04-2009, 13:16

I have just phoned tech support/customer services and I have a modem in the post - fingers crossed that this wasn't a fob off and something gets delivered in a few days !!