HELP! Broadband Problem.

[EDIT]Sorry, this might need moving to the broadband section.

Hi all, I no longer have a 10mb connection.. I havnt asked to be knocked down to the 2mb and when I phone NTL they said I am subscribed to the 2mb... very strange I run the modem config http://192.168.100.1/ and it tells me i'm on the 2mb... here is the info

Network Access : Allowed

Maximum Downstream Data Rate : 2048000

Maximum Upstream Data Rate : 200000

Maximum Upstream Channel Burst : 1600

Maximum Number of CPEs : 1

Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Disabled.

I contacted CS they told me that I'd have to upgrade online back to the 10mb, But why I have to do this I dont know? Because I have done anything different. So I do as they say and try the upgrade online, but this tells me that I have already changed the speed of my cable modem since the last bill. We regret that becuase of the nature of cable modem billing, it will not be possible to change your level of service until your next bill has been processed. in 30 days or so!!! But why has this happened? Any help would be much appreciated. thnx

Oh, and CS have told me that they have put me back up to the 10mb that was some hours ago though. But they haven't got a clue either to why this has happened?

My modem is the ntl:250 and I've been on the 10mb since December I've never subscribed to the 2mb connection. I'm baffled??

[AbyssUnderground]

You must have gone over the 75GB cap. If you do this you get changed to a lower tier.

Originally Posted by AbyssUnderground

You must have gone over the 75GB cap. If you do this you get changed to a lower tier.

Thats what I thought, because I have exceeded it in the past month, must have done around the 90gb or more. But wouldn't CS or TS have known this? I even mentioned that I have probably gone above the cap, but they didnt say it was that, they were just has baffled. I also read on here somewhere that if NTL downgrade heavy users they put them on the 512K tier. But that might have changed? If it is because of the cap, then I will at least have the answer. but until then, i'm stumped!

[Chris W]

I doubt that it is due to going over the cap- if it was then why downgrade people to 2meg unlimited? the 512k tier was apparently what was too be used for punishment.

It is more likely to be a mistake on the part of ntl. It is possible to change the speed again before the next bill, but you need to get a CS agent who knows how to fiddle the system a little.... might be worth ringing up and trying again to upgrade back to 10meg.

Originally Posted by Chris W

I doubt that it is due to going over the cap- if it was then why downgrade people to 2meg unlimited? the 512k tier was apparently what was too be used for punishment.

It is more likely to be a mistake on the part of ntl. It is possible to change the speed again before the next bill, but you need to get a CS agent who knows how to fiddle the system a little.... might be worth ringing up and trying again to upgrade back to 10meg.

Hi Chris W, I have had them try twice, the second time the lady in CS told me to wait 24hrs and if I'm still on the 2mb get back intouch... to tell the truth, whenever I've upgraded, its always been within minutes, i've never had to wait hours. Is this the norm, or was she palming me off?

[Chris W]

Originally Posted by Dodger444

Hi Chris W, I have had them try twice, the second time the lady in CS told me to wait 24hrs and if I'm still on the 2mb get back intouch... to tell the truth, whenever I've upgraded, its always been within minutes, i've never had to wait hours. Is this the norm, or was she palming me off?

err.... the latter i'm afraid

unless the modem was stuck with changes pending, which would not happen if the service level limit change was reached, as it wouldn't allow the change to be submitted in the first place, so i think we can rule this out as quite unlikely

Originally Posted by Chris W

err.... the latter i'm afraid

unless the modem was stuck with changes pending, which would not happen if the service level limit change was reached, as it wouldn't allow the change to be submitted in the first place, so i think we can rule this out as quite unlikely

Damn! I thought as much.

[chrisjones]

I suggest you call up C.S, ask to speek to someone in management and open up a can of verbal ass kicking on them! If I was paying for a 10mb service and had them (NTL) telling me I was on 2mb i'd be livid!

Originally Posted by chrisjones

I suggest you call up C.S, ask to speek to someone in management and open up a can of verbal ass kicking on them! If I was paying for a 10mb service and had them (NTL) telling me I was on 2mb i'd be livid!

the thing is, they told me that i'm on the 2mb tier at £24.99 not £34.99.

[chrisjones]

Ok even so its still like this.

Were you paying NTL for the 10mb service? - YES
Did you ask to downgrade to 2mb service? - NO

This action has been taken without your permission, which quite frankly is bang out of order. At the moment there seems to be a stupidly high (or so it seems) amount of admin or account errors, which whilst ok these are not something NTL is doing on purpose(?), its still not your fault, so why should you be left hanging around like this being messed about?

Stick up for yourself, hell I say you should get a discounted OR dare I say it, free month for the mess about.

In many ways I feel sorry for the decent ppl connected to NTL that come on here to help out so much, their effort should be noted by NTL ...Hell they should take charge of NTL hehe ;-)

[BarFly]

Check your Pm's

Originally Posted by chrisjones

Ok even so its still like this.

Were you paying NTL for the 10mb service? - YES
Did you ask to downgrade to 2mb service? - NO

This action has been taken without your permission, which quite frankly is bang out of order. At the moment there seems to be a stupidly high (or so it seems) amount of admin or account errors, which whilst ok these are not something NTL is doing on purpose(?), its still not your fault, so why should you be left hanging around like this being messed about?

Stick up for yourself, hell I say you should get a discounted OR dare I say it, free month for the mess about.

In many ways I feel sorry for the decent ppl connected to NTL that come on here to help out so much, their effort should be noted by NTL ...Hell they should take charge of NTL hehe ;-)

Believe me chrisjones, I know how to stick up for myself... I just try and do things the right way before I fly off the handle I have been on the 10mb since November and have only been paying £19 a month, due to me having words with someone in retentions about another problem I had back then.

Thanks for the help BarFly, PM sent... I do hope you can sort it out for me?

[chrisjones]

My anger was not directed at you, more the muppets running NTL, glad to hear your getting things in order.

Originally Posted by chrisjones

My anger was not directed at you, more the muppets running NTL, glad to hear your getting things in order.

No probs m8

================

I just wish there were a hell of a lot more people who knew what they were doing just like BarFly! All is up and running now, thanx to him I'm back on the 10mb.

Cable Modem Operation Configuration
Network Access: Allowed
Maximum Downstream Data Rate: 10240000
Maximum Upstream Data Rate: 512000
Maximum Upstream Channel Burst: 1600
Maximum Number of CPEs: 1
Modem Capability: Concatenation Enabled,
Fragametation Enabled,
PHS Disabled

Thanx again for the excellent service BarFly now where's that rep button?