Motorola Surfboard SB3100 won't handle 2Megs!!!

[jackswan]

Just come off the phone for the 5th time in 2 days speaking to customer services about my 2meg upgrade from 750k.
I own my own modem, a surfboard SB3100, getting the £5 discount therefore.
Originally i was told that i would have to wait for the auto upgrade, that was just over a month ago as it would affect my discount, but all my friends are being upgraded, so why not me?
Anyway, told them this and for some reason they said they could upgrade me yesterday. A couple of hours went by, no upgrade, so phoned them and was told that it would take 24 hours, for what?
Rung again today and was told that it would be activated again, but there is now a problem with the account, 2 people have the same account number as myself. Ok, I was told that they would ring back in 2 hours and have it sorted.
Two hours later, no phone call, so i ring again. Now they cannot access any details on my account, so they say. This is when the guy tells me that my Motorola will not handle 2 megs, only 1 Meg maximum, they will have to replace it with a Samsung?????
But they will upgrade my speed to 1meg, with a 3Gig cap a month, as this is all it can handle. NO CHANCE.
Came off the phone and pulled up the specs for the SB3100, it will handle 38Mps, just a bit more than 2Meg I think.
So where do i go from here?

[Chris W]

It is the PACE stb that can only handle 1meg- nothing to do with the surfboard.

Why not wait for the automatic upgrade...?

Oh and btw the two main databases that ntl use are unavailable so nothing can be done tonight.

[fatboy]

I reckon you need to call supporet again and speak to a supervisor. I use a SB3100 and I ahve the 3meg package. It works no problem!

[Graham M]

If he's trying to send Hits to your Cable Box if you have one, that will be why your speed isnt being upgraded!?

[jackswan]

I mentioned to the Customer services guy that it was the Pace set top box, but he was having none of it.

When is the automatic upgrade likely to come???

Why is it I always end up talking to a customer services person who is scottish, i thought that the reason you put your area code in, is to speak to someone from your area. Strange, as NTL customer services is a mile from my house in Wales
__________________

They are supposed to be phoning me back tomorrow, see what happens, about a replacement modem!!!!

[goblin]

Originally Posted by jackswan

Just come off the phone for the 5th time in 2 days speaking to customer services about my 2meg upgrade from 750k.
I own my own modem, a surfboard SB3100, getting the £5 discount therefore.
Originally i was told that i would have to wait for the auto upgrade, that was just over a month ago as it would affect my discount, but all my friends are being upgraded, so why not me?
Anyway, told them this and for some reason they said they could upgrade me yesterday. A couple of hours went by, no upgrade, so phoned them and was told that it would take 24 hours, for what?
Rung again today and was told that it would be activated again, but there is now a problem with the account, 2 people have the same account number as myself. Ok, I was told that they would ring back in 2 hours and have it sorted.
Two hours later, no phone call, so i ring again. Now they cannot access any details on my account, so they say. This is when the guy tells me that my Motorola will not handle 2 megs, only 1 Meg maximum, they will have to replace it with a Samsung?????
But they will upgrade my speed to 1meg, with a 3Gig cap a month, as this is all it can handle. NO CHANCE.
Came off the phone and pulled up the specs for the SB3100, it will handle 38Mps, just a bit more than 2Meg I think.
So where do i go from here?

I suspect I faced the same thing as you. It took me about 4 calls through to CS before I eventually found a guy that could help me out. I don't know what he did, but by his own admission, he was the ONLY guy that understood what was happening and how to solve the problem. Which he did and followed it up with an email in case anymore problems arrose. I don't know whether this is procedure or not. But I can PM you his extension if you like, perhaps he shall be able to assist you like he did me?

[jackswan]

I wonder, there is a Pace set top box in the house, but they can't be that dull, surely
__________________

Originally Posted by goblin

I suspect I faced the same thing as you. It took me about 4 calls through to CS before I eventually found a guy that could help me out. I don't know what he did, but by his own admission, he was the ONLY guy that understood what was happening and how to solve the problem. Which he did and followed it up with an email in case anymore problems arrose. I don't know whether this is procedure or not. But I can PM you his extension if you like, perhaps he shall be able to assist you like he did me?

I would appreciate that number. Did you own your own modem by any chance as that seems to be the problem?

[goblin]

Originally Posted by jackswan

I would appreciate that number. Did you own your own modem by any chance as that seems to be the problem?

His details have been PM'ed to you.

As for ownership of the CM. No I chose the other route, pay more for a guaranteed replacement should anything have gone wrong with it. Though the guy I spoke about, he did check into whether I would have been entitled to any discount or not during the time he was sorting my problem out.

Fingers crossed, he can do the same for you.

[BBKing]

Two hours later, no phone call, so i ring again. Now they cannot access any details on my account, so they say. This is when the guy tells me that my Motorola will not handle 2 megs, only 1 Meg maximum, they will have to replace it with a Samsung?????

ALERT ALERT ALERT

Change the bulb to a red one!

1) there are no customers with Samsung STBs in Swansea,
2) On the Langley network, including Swansea, there is no STB broadband
3) Motorolas can handle 3Mb.

This chap on the phone needs to read his emails a bit better. If they try and come round and install a Samsung to replace your SACM resist it with all weapons (unless your Pace box breaks and we've launched Samsungs there by then, in which case grab it with both hands).

To reiterate - there is no way an STB will give you broadband in Swansea or any other Langley area - there are no IP scopes for it and no way of provisioning it (and a myriad of other reasons).

[Ignition]

Originally Posted by monkeybreath

Why not wait for the automatic upgrade...?

Which will be.....?

Think the chap wants his upgrade while he's still capable of using a PC
__________________

Originally Posted by BBKing

ALERT ALERT ALERT

Change the bulb to a red one!

1) there are no customers with Samsung STBs in Swansea,
2) On the Langley network, including Swansea, there is no STB broadband
3) Motorolas can handle 3Mb.

This chap on the phone needs to read his emails a bit better. If they try and come round and install a Samsung to replace your SACM resist it with all weapons (unless your Pace box breaks and we've launched Samsungs there by then, in which case grab it with both hands).

To reiterate - there is no way an STB will give you broadband in Swansea or any other Langley area - there are no IP scopes for it and no way of provisioning it (and a myriad of other reasons).

Yip the bloke on the phone fed you complete nonsense, shame Simon Duffy didn't listen in on that call

Gotta give the guy a break though BBKing, we've had SACM only and HSI via STB areas for how many years now? Easy mistake to make.

I got a surfboard running 3 meg

[Chris W]

Originally Posted by Ignition

Which will be.....?

Think the chap wants his upgrade while he's still capable of using a PC

"coming soon" of course

[jackswan]

finally got the upgrade today after spending another 1 1/2 hours on the phone to 3 different people.
Apparently the problem was that I was on something called NTL Freedom, a service I was told where a customer can use NTL on BT lines. It is also a dial up service. But there has been no BT service at my house since 1995. The motorola modem's MAC address was registered in March 2000 with NTL, so how I was on a dialup account, god knows
I was again constantly fobbed off with excuses again, like modem was incompatable with the NTL network and it was old technology and would not work. Also tried again to put me on the 1MB service.
Finally reregistered my MAC address, it rebooted and upgraded itself.
At least the final guy at customer services, by the name of Sam took the time to actually seek advice from Tech support and rung me back to advise me, unlike the ones from yesterday who did not keep their promises to call back.

Very close to cancelling my NTL service.

Told that i will keep my £5 discount through owning my own modem, will wait to see next months bill.
A total of 8 phone calls, just to get the free upgrade, totally unacceptable.
Thanks everyone for your comments, will now keep my fingers crossed.

[dave.m]

If we knew when the auto upgrades would start, I'm sure most people would just sit tight and wait, but as there's been no info....NTL support are taking a lot of unncessary calls imo.

I wonder how much longer those of us waiting patiently will have to wait.

Dave

* I can't do the auto upgrade or I'll lose my bought modem discount and I don't have enough faith in NTL support not to mess up my bill if I try and call them direct.

Originally Posted by jackswan

Just come off the phone for the 5th time in 2 days speaking to customer services about my 2meg upgrade from 750k.
I own my own modem, a surfboard SB3100, getting the £5 discount therefore.
Originally i was told that i would have to wait for the auto upgrade, that was just over a month ago as it would affect my discount, but all my friends are being upgraded, so why not me?
Anyway, told them this and for some reason they said they could upgrade me yesterday. A couple of hours went by, no upgrade, so phoned them and was told that it would take 24 hours, for what?
Rung again today and was told that it would be activated again, but there is now a problem with the account, 2 people have the same account number as myself. Ok, I was told that they would ring back in 2 hours and have it sorted.
Two hours later, no phone call, so i ring again. Now they cannot access any details on my account, so they say. This is when the guy tells me that my Motorola will not handle 2 megs, only 1 Meg maximum, they will have to replace it with a Samsung?????
But they will upgrade my speed to 1meg, with a 3Gig cap a month, as this is all it can handle. NO CHANCE.
Came off the phone and pulled up the specs for the SB3100, it will handle 38Mps, just a bit more than 2Meg I think.
So where do i go from here?

__________________

I also have SB3100 and paying reduced rental as I had to buy original modem.
Policy is with ntl if you want to upgrade then rent new modem at £5 per calendar month extra ( ie scrap old modem) as all they want is nose further in trough.