newbie 2mb service question

[cudcm]

sorry for a newbie question.

I've just signed up to ntl broadband and with lots of mix ups I was placed on the 1mb service. After 4 support phone calls I was eventually placed onto the 2mb service but even though I keep running bandwidth tests it seems I'm still only on the 1mb service? I've rang techincal service and they couldn't say anything but speak to the billing dept. Billing claim I'm on the 2mb services. Anyone know of a reliable throughput test I can try? I've been using http://www.internetfrog.com/mypc/speedtest

[danielf]

Try the speed test here:

http://homepage.ntlworld.com/robin.d.h.walker/

[King Of Fools]

Also, try rebooting your modem so it downloads the latest configuration data.

[Chris W]

It may be that ntl are looking at the billing account which has indeed been changed to 2meg, but it may be that for some reason this did not update the internet account which determines which config file the modem receives.

Try logging onto the config page for your router at: http://192.168.100.1 (username and password are both root) and checking the name of the configuration file.

[cudcm]

thx. I'll give these a try when I get back later

[cudcm]

Originally Posted by Chris W

It may be that ntl are looking at the billing account which has indeed been changed to 2meg, but it may be that for some reason this did not update the internet account which determines which config file the modem receives.

Try logging onto the config page for your router at: http://192.168.100.1 (username and password are both root) and checking the name of the configuration file.

I've got the config page but I don't understand what it means can anyone explain what speed I've been set?

Network Access : Allowed
Maximum Downstream Data Rate : 1024000
Maximum Upstream Data Rate : 100000
Maximum Upstream Channel Burst : 1600
Maximum Number of CPEs : 1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Disabled

Originally Posted by cudcm

I've got the config page but I don't understand what it means can anyone explain what speed I've been set?

Network Access : Allowed
Maximum Downstream Data Rate : 1024000
Maximum Upstream Data Rate : 100000
Maximum Upstream Channel Burst : 1600
Maximum Number of CPEs : 1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Disabled

that is 1Mb, 2Mb would say 2048000 max downstream & 200000 max upstream

<edit> if you have a stand alaone cable modem, rather than a set top box, you should be able to upgrade using the link

https://autoreg.autoregister.net/cgi..._tiermigration

- let us know if that works??

[cudcm]

Do I have to contact technical support to sort this one? please say no

---------- Post added at 19:02 ---------- Previous post was at 19:01 ----------

Originally Posted by homealone

that is 1Mb, 2Mb would say 2048000 max downstream & 200000 max upstream

<edit> if you have a stand alaone cable modem, rather than a set top box, you should be able to upgrade using the link

https://autoreg.autoregister.net/cgi..._tiermigration

- let us know if that works??

tried.... failed (timesout)

Originally Posted by cudcm

tried.... failed (timesout)

bum - do you have javascript enabled in your browser ?

[cudcm]

Originally Posted by homealone

bum - do you have javascript enabled in your browser ?

It was a firewall issue, but once I get past that :-

Unable to upgrade your connection speed We are sorry that your current package or connection speed is not appropriate for an online speed upgrade. Please call customer support on 0800 052 2000 for further assistance with changing your service level.

this will make it the 7th time I've called ntl regarding this issue

Originally Posted by cudcm

It was a firewall issue, but once I get past that :-

Unable to upgrade your connection speed We are sorry that your current package or connection speed is not appropriate for an online speed upgrade. Please call customer support on 0800 052 2000 for further assistance with changing your service level.

looks like calling again is your only option, sorry

[cudcm]

forgot to add that I have rebooted the modem several times over the past few days

---------- Post added at 20:18 ---------- Previous post was at 19:18 ----------

technical support can see I'm on the 1mb service yet they claim they can't change this because they don;t have permission? and everytime I've rang billing they claim all they can do is take me off then re-add me to the service (then wait 24 hours). 24 hours later I find I'm still on the 1mb service. is this normal????

and just to rub it in. I wait 30mins in a que for tech support. when I finish there the time is 8:02 and customer services close at 8:00 so I've goto wait till tomorow to be taken off and back on the service

[Octimon]

Just had a similar problem. Been on 2 meg service for some time now but over the past few weeks noticed it was a bit slow. Got round to looking at the Config and speed tests at the weekend and found I was only on 1meg service. Rang Tech Support and spoke to someone who had a minimal grasp of English who said "yes sir, you are wroking fine with full 1 meg service". "But I pay f£24.99 per month for 2 meg". "I have no permission to upgrade you, sir, you will have to phone customer services". "But I don't want an upgrade I just want to be on the level I'm paying for". "Sorry sir, phone customer services". "But they're closed until Monday". "Sorry Sir, I have no permission, you call them Monday"

Anyway rang CS last night and after the usual lengthy wait was reverted back to 2 meg straight away. No offer of a refund or reasons given as to why I had been downgraded.

[cudcm]

turns out my broadband account wan't linked to my actual account. so even though they'd bill me every change would only update the billing side of things. least it only took 9 phone calls calls to sort it . Thanks for the help/sugestions. made diagnosing the issue really easy.