Broadband charges

[madmax2]

Hi guys...and ladies
Trying to figure out who best to contact, but hopefully some kind soul here can help

Ntl triple play customer, phone bb and tv for around 2-3 years now.
I isgned up for 1mb broadband back when 1mb was the mid-range service.

since then others have been upgraded to 2mb, and now to 4mb...for the same price.

I'm not particularly bothered by the extra speed, but what does get me is right now (and for the last year and a bit) I have been charged the standard £24.99 for 1mb broadband. My bill reflects "1mb broadband @ £24.99"
I believe that is the price for 4mb broadband. Yes, the 1mb was originally £24.99 but everyone has since been upgraded, except me.

I dont mind keeping 1mb, like I said, but I do mind paying £24.99 for it.

I did phone ntl, who said they would send out an engineer to upgrade me (my broadband is currently via a pace series 4001 box, which is limited to 1mb) this engineer was going to fit me a cable modem so i could go to 2mb (which was the upgrade at that stage)
his tea/coffee is still waiting, because he never arrived.

Right now I actually feel like dumping ntl, they havent made me feel terribly happy

Can someone help, either with getting a cable modem fitted and 4mb service, or adjusting my billing (with compensation for the last 24 months of overcharging) because the "proper" adsl packages are actually much cheaper, and my wife keeps going on about how expensive ntl is right now compared to adsl pricing.

tnks
madmax2

p.s. ntl, no way am I phoning your folks in india again, they bore me, they make me want to pull my hair out.

Why on earth are they sending an engineer out?

If your happy with 1MB then they should correct the bills to show £17.99 per month and re-credit your account any overpayment!

If they are trying to arrange an engineer to upgrade you to the 4MB service then it sounds like they are trying to get out of re-paying you a lot of money in overpayments!

[Chris W]

It has been announced with every speed upgrade that customers with Pace STBs need a hardware upgrade to achieve any higher. When the upgrades to 1, 2 and 10 meg took place, people who were on the £24.99 package received unlimited 1meg, as opposed to the alternative (cheaper) capped 1meg service.

I am not 100% sure what happens with the latest round of upgrades, but wrt having a cable modem fitted- an engineer will install it, and you'll need a PIN number.

Then connect everything up and visit https://autoreg.autoregister.net/ and follow the instructions- or alternatively you can use the CD that will be provided if you prefer.

[claret]

what a surprise, no engineer showing up

[madmax2]

Originally Posted by Chris W

It has been announced with every speed upgrade that customers with Pace STBs need a hardware upgrade to achieve any higher. When the upgrades to 1, 2 and 10 meg took place, people who were on the £24.99 package received unlimited 1meg, as opposed to the alternative (cheaper) capped 1meg service.

I am not 100% sure what happens with the latest round of upgrades, but wrt having a cable modem fitted- an engineer will install it, and you'll need a PIN number.

Then connect everything up and visit https://autoreg.autoregister.net/ and follow the instructions- or alternatively you can use the CD that will be provided if you prefer.

yeah, cheers, I got that part, which is why I phoned for an engineer (to split the cable, one side for stb tv, and another side for cable modem BB) but I am still waiting...sadly on ntl's behalf, nobody phoned to say he wasnt coming, and nobody phoned afterwards to apologise for him not coming.
*sigh*
Thankfully, sky now do broadband also, so maybe it *is* time to phone CS and see what happens. I hate to shift phone, email and tv packages because it is a drag, but I wont be paying £24.99 for 1mb anymore, it is silly. A girl at work is on ntl 10mb and she is paying £17.99, I feel like a fool.
thanks ntl, no, really, you have opened my eyes.

wee addendum to this saga: when I asked for ntl to be installed, I had adsl through bt...luckily I didnt cancel the adsl, as it took NTL 1 year to switch my broadband on. I asked for a tv package with broadband, and only got tv...phoned and complained, nothing happened. NTL have this habit of cold-calling customers to ask if they would like broadband,,,THREE times in the course of the next year I said YES and gave credit card details and STILL I didnt have broadband. Eventually I had to phone then and ask WTF they think they are doing, and then lo and behold, broadband got switched on. Only to have this "invisible engineer experience" ruin the whole thing again. I have the patience of a saint, but it has now run out.

Oh , wait, one more thing...about a month ago I sent a complaint to them via email about this exact situation, asking where mr fantastic with my cable modem was. The reply: Pls phone Customer Services.
erm, no. I emailed, and complained, and you pretend to be a communications company, so hows about if you need to ask questions, you phone me. Or just FIX THE PROBLEM.

everytime ntl screws up, a kitten dies.