upgrading to 10meg

dranny69 · 09-12-2006, 13:40

Hi.
I am trying to upgrade my bb to 10meg via the "upgrade" now option on ntlworld.com. When I enter my username and password it checks my account details and modem, then i get this message............

"The username (***********) entered is not the registered subscriber associated with this cable modem.Please go back and try again with your cable modem username and password. If you need further help, please contact our customer support (0845 454 0000)."

Is there any way around having to call cs as i never understand them

Thanks

Paul K · 09-12-2006, 15:22

Are you using the original user name and password that was set up for the account and not a user name and password created since? Should be the name on the bill.

dranny69 · 09-12-2006, 16:19

i am using a password that i created the username is just my email@ntlworld.com is that where i am going wrong then? where do i find the original password? will it be on the info that came with my original bb order with my pid code?
thanks for your advice

Paul K · 09-12-2006, 16:30

It will be the very first password used when your BB was installed. You can check your original paperwork as it might be on that with your original user name information.

dranny69 · 09-12-2006, 16:36

when i originally got bb it was thru my pace stb, i rung to upgrade to 4 meg six months ago , they sent an engineer out to fit a cable modem. should the original password be the same now for the modem even though now my bb is thru a modem instead of stb

Paul K · 09-12-2006, 16:45

Should be exactly the same password and username as it is still the same account.

dranny69 · 09-12-2006, 16:47

nice one i`ll give it a go tomorrow . thanks for your help