2MB to 10MB Upgrade Issues!

cabletel · 18-05-2009, 18:26

Got a flyer in the post today saying the upgrade to 10mb is now available, to go to www.virginmedia.com/gofaster and register. However i go to the site, sign in, it recognises me, i hit continue and get an error message :

Quote:

Sorry

Sorry, but due to issues with your order/account, we are unable to handle your request online at this time. Please call our support centre for help on 0845 045 0001.

Been on hold for like 20mins then get through and customer service dont have a clue what i'm on about. Anyone have the same issue or can advise what i need to do/who i can call? Thanks.

Mekkinz · 18-05-2009, 19:27

Yep, this is what I've been getting, no idea why, haven't phoned anyone about it.

You're not alone.

Visitor · 18-05-2009, 20:53

Quote:

then get through and customer service dont have a clue what i'm on about

So whats new?

gulf4uk · 19-05-2009, 09:13

Loads of people told new MODEM needed as well and they Dont just maybe a few
this is a real Shambles but whats new.

A Dave · 19-05-2009, 11:41

Quote:

Originally Posted by gulf4uk

Loads of people told new MODEM needed as well and they Dont just maybe a few
this is a real Shambles but whats new.

I, like many other people, wondered why VM were telling me I needed a new modem for the M speed uplift when my current one (ntl 250) is capable of at least 20 Mb/s. Then, when the new modem failed to appear within the quoted 5 days, I was left wondering further if VM might have realised their mistake and were not going to be sending me one. Predictably, two calls to 150 (or three if you count the one where I was left on hold and then cut off before getting any sort of answer) left me wondering still.

So, at this point I resorted to posting a query on VM's Broadband Support newsgroup and received a fairly helpful answer from VM Technical Support which included a promise to place an order for a new modem against my account in case something had gone wrong with the first order from the uplift registration process.

This left me with a few questions still unanswered:
1. Would everyone registering for the speed uplift who had been promised a new modem actually be sent one?
2. If people had not been promised these new modems due to an error, was there a reason for replacing them other than that given on the registration website i.e. to cope with the increased speed?

A reply from VM Technical Support to a similar enquiry to my own in the Broadband Support newsgroup pages goes some way towards answering the above questions:

Quote:

Hi Davem

the signup for the new modems was made available to all customers who didnt
have an ambit 256 modem. Your modem is fine for the 10meg speeds but they
are upgrading all modems if possible for future proofing

kayc3660 · 19-05-2009, 12:52

Are you saying that ~Virgin are going to replace all modems even if they can take the 10mg. I cant find anything on their site about this. Can you tell me where this was on their site, they tell me my modem is fine, but im only getting 5mb max

dmalone569 · 19-05-2009, 13:00

A guy i know across the main road got his flyer a few days ago but I haven't got one yet.
I've got a 250 modem, so you mean theyre going to upgrade me aswell? I've been waiting for days thinking it was coming and now I need a new modem for them >_>

gulf4uk · 19-05-2009, 15:28

Best thing for everyone is calm down And wait untill your area has been upgraded then see what you get if its not good contact Tech services get it checked and if needed they can replace the modem . There is a hell of lot of rumours on this subject most are just
that Rumours , As i said Wait till your upgraded in your area then check it simple

TONY

hansi · 19-05-2009, 15:33

Quote:

Originally Posted by cabletel

Got a flyer in the post today saying the upgrade to 10mb is now available, to go to www.virginmedia.com/gofaster and register. However i go to the site, sign in, it recognises me, i hit continue and get an error message :

Been on hold for like 20mins then get through and customer service dont have a clue what i'm on about. Anyone have the same issue or can advise what i need to do/who i can call? Thanks.

I got the flyer too and I managed to sign in and everything seemed to be ok. However the VStuff programme leaves a lot to be desired.

highroyds · 19-05-2009, 16:01

Quote:

Originally Posted by gulf4uk

Best thing for everyone is calm down And wait untill your area has been upgraded then see what you get if its not good contact Tech services get it checked and if needed they can replace the modem . There is a hell of lot of rumours on this subject most are just
that Rumours , As i said Wait till your upgraded in your area then check it simple

TONY

I can understand people stating - calm down and wait until your area has been upgraded, but trouble is theres customers who have had the upgrade with no questions asked, but then theres people like me who live a few doors away that have been told that they can't have the upgrade until it comes into the area. Now I can't see why we have to wait when we're being charged for the service and only getting 5x less than the another person. Because if I'm to believe the timtable that means I have to wait another 2 - 3 months before our upgrade. I'm sorry but I would want some sort of discount for those few months. I'd rather get the service upgraded before having to pay extra for the service. Your actually paying for a degraded service.

thatman · 19-05-2009, 16:41

I received the flyer today. When I entered www.viginmedia.com/gofaster, I got
http://www.cheapbroadbandcomparison.co.uk/ (eh?). After trying a few more times I finally got the right page.

I was informed that "Your modem can handle speeds of up to 10Mb", but also:

"To keep up to date with your request and future service improvements, please enter your preferred email address." and ..."we and other Virgin companies would like to contact you occasionally with special offers and rewards."

As I'm registered with the Telephone preference service (and I also told VirginMedia "no marketing phone calls", I'm wary that this will give them permission to overide it. After all, why should we have to "sign up" for the increase - just give it to us!

A Dave · 19-05-2009, 17:19

Quote:

Originally Posted by kayc3660

Are you saying that ~Virgin are going to replace all modems even if they can take the 10mg. I cant find anything on their site about this. Can you tell me where this was on their site, they tell me my modem is fine, but im only getting 5mb max

I am saying, based on the quoted reply posted on the virginmedia.support.broadband.cable page of VM Newsgroups by someone claiming to be from VirginMedia Technical Support, that I believe VM wish to replace all the older modems of those registering for the M speed uplift with Ambit 256s. I have not seen anything on VM's website stating that this is their policy. Anyone not familiar with newsgroups might like to start their enquiries here. In the last day or so I have seen, on this or another forum, a suggestion that the reason for replacing older modems may be connected to attempts to deal with the problem of cloned modems.

Anyhow, I'm sure the rest of you who are still awaiting your new modems will be overjoyed to learn that I received mine this afternoon (after about 18 days, or 11 working days) but will be less pleased to learn that, contrary to some suggestions, installing the new modem does not give you your speed increase.

Xtinguish · 19-05-2009, 17:43

I queried non receipt of my new modem for the upgrade as I already had been upgraded and was getting full 10 Mbs. Customer services told me I would not be getting a new modem as the website was incorrect by stating that a new modem was required. I have an NTL250 which is capable of up to 20 Mbs. The current policy is not to supply new modems where the original is capable of 10Mbs.

**Maggy** · 19-05-2009, 17:58

What's really peeing me off is that I've registered(don't need a modem as the one I have is fine) but the page about the upgrade timetable isn't showing anything apart from an apology.

http://www.virginmedia.com/myvirginm.../timetable.php

Anyone got any idea of the timetable?

joglynne · 19-05-2009, 18:16

Quote:

Originally Posted by Maggy J

What's really peeing me off is that I've registered(don't need a modem as the one I have is fine) but the page about the upgrade timetable isn't showing anything apart from an apology.

http://www.virginmedia.com/myvirginm.../timetable.php

Anyone got any idea of the timetable?

A copy of the original list is showing in the following post on the other 2 -> 10 thread.

http://www.cableforum.co.uk/board/34798223-post535.html