Lost 3MB Broadband after phoning Customer Services

cjconline · 08-03-2005, 19:17

Hi,

This morning my modem picked up the free 3MB upgrade. Everything was running fine till I phone customer services this evening to ask them where my broadband bill was.

A guy called Derek checked and resolved that issue, but he said he would also check that I was on the 3MB service. I kept telling him that I had already received the upgrade, but he was adament that he wanted to check.

After coming off the phone, the modem rebooted and the internet went slow.

I logged into the modem using the root/root user name and password it looks like i have been downgraded to the 150K service, I think!

I phoned customer service again and spoke to someone called Daniel. He kept telling me that the service would be running slow for the next few weeks and thats why my internet has slowed down.

I tried to get him to understand that the modem is reporting the wrong speed, but he was'nt having any of it. After a couple of minutes I finally managed to get him to remove my modem from the system and readd it, but my 3MB service has not come back.

Can anyone out there help?

Thanks,

Carl.

---
From Modem

Network Access : EnabledMaximum Downstream Data Rate : 150000 bpsMaximum Upstream Data Rate : 32000 bpsMaximum Number of CPEs : 1Software Upgrade File Name : C2223215.cprSoftware Upgrade AdminStatus : allowProvisioningUpgradeSoftware Upgrade OperStatus : completeFromProvisioning

08-03-2005, 19:22

You shouldn't have been downgraded to 150K, I would keep ringing CS up until you get the problem sorted as they should NOT have done that.

gooner4life · 08-03-2005, 19:24

Try going to https://autoreg.autoregister.net/cgi/cablereg

and putting in your pin and password or PID and Password again sounds like your modem is in a pre reg state, I had to input mine after the upgrade.

cjconline · 08-03-2005, 19:52

Just been back in contact with Customer Services and they seem certain that my modem is set to 3MB.

I have tried the web link to manually upgrade, but it says that I am on the maximum service (words to that effect).

zeus9876 · 08-03-2005, 19:55

i'm sure you have tried resetting your cm again ?

cjconline · 08-03-2005, 19:57

Quote:

Originally Posted by zeus9876

i'm sure you have tried resetting your cm again ?

Yep, tried that several times. Still no different.

Tezcatlipoca · 08-03-2005, 20:03

CS may just be seeing what you're being billed...rather than the actual service.

I remember when I downgraded one time. CS were adamant that I had been downgraded, as I was being billed for the cheaper service. Yet my modem was still quite happily on the higher service...

Try phoning Tech Support.

Also, hopefully one of the ntl people here will see this thread & be able to offer help for you

zeus9876 · 08-03-2005, 20:04

you could go here just to see what your speeds actually are

http://homepage.ntlworld.com/robin.d...speedtest.html

cjconline · 08-03-2005, 20:10

Quote:

Originally Posted by zeus9876

you could go here just to see what your speeds actually are

http://homepage.ntlworld.com/robin.d...speedtest.html

Did a speed test :-

Tue, 8 Mar 2005 21:06:19 UTC
1st 128K took 19899 ms = 6587 Bytes/sec = approx 55 kbits/sec
2nd 128K took 12107 ms = 10826 Bytes/sec = approx 90 kbits/sec
3rd 128K took 18086 ms = 7247 Bytes/sec = approx 60 kbits/sec
4th 128K took 16984 ms = 7717 Bytes/sec = approx 64 kbits/sec

Not the best results for a 3MB connection!

I'll phone tech support in the morning.

zeus9876 · 08-03-2005, 20:24

nope....they should sorta look like

1st 128K took 360 ms = 364596 Bytes/sec = approx 3034 kbits/sec
2nd 128K took 360 ms = 364596 Bytes/sec = approx 3034 kbits/sec
3rd 128K took 352 ms = 368944 Bytes/sec = approx 3132 kbits/sec
4th 128K took 360 ms = 364596 Bytes/sec = approx 3034 its/sec

cjconline · 08-03-2005, 20:27

Quote:

Originally Posted by zeus9876

nope....they should sorta look like

1st 128K took 360 ms = 364596 Bytes/sec = approx 3034 kbits/sec
2nd 128K took 360 ms = 364596 Bytes/sec = approx 3034 kbits/sec
3rd 128K took 352 ms = 368944 Bytes/sec = approx 3132 kbits/sec
4th 128K took 360 ms = 364596 Bytes/sec = approx 3034 its/sec

Thats the type of results I had this morning.

I did a tier check online and it says that my current service is tba. I am not sure what that means?

BarFly · 08-03-2005, 20:52

Matter of interest who have you been in contact with as CS shuts at 8.00, & you 2nd post suggests you contacted them after 8.20 < time of first post >.

As if youve been downgraded because of billing, then you will need to speak to CS in the morning, unless someone on here is still in work & can take a look at the CM for you.

By the way not picking arguements, but something isnt right with this, as there is no 150k tier available on the system anymore, if a CM gets removed the only options available is the 300k & the new tiers, & the combinations of the new tiers, ie + BBplus or + xbox

Edit : sorry just seen the reading off the diagnostic of the modem < must put glasses on when reading !! sorry >...the ip address being assigned to the pc, does it end + 248 eg 81.***.122.251

Marge · 08-03-2005, 21:26

Quote:

Originally Posted by BarFly

Matter of interest who have you been in contact with as CS shuts at 8.00, & you 2nd post suggests you contacted them after 8.20 < time of first post >.

none of your business

and yes I do know what I'm looking at

BarFly · 08-03-2005, 22:32

putting in the overtime were we debsy!!!

Marge · 08-03-2005, 22:34

Quote:

Originally Posted by BarFly

putting in the overtime were we debsy!!!

not cos i wanted to