*ALL* Speed Upgrade Discussion In Here Please (Part 4)

[Nemesis]

New Speed Upgrades Thread (Part 4)

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... Now what were you saying ...

[nostra]

th'engineer ...

have you tried in any way to upgrade the speed?

because automatic upgrades for existing customers have not started yet

halycon...

did you try restarting the modem??

[IanUK]

the problem is that those that are saying no are following the procedure that has been told to them as these upgrades are supposed to be automatic and is not the csr's fault

but i agree all in all a bad customer service experience as some are then allowing you to do this bit of a CSR lottery

Its a bit petty I suppose to moan if these upgrades do go through automatically in the next few days, but if it takes a few months like last time for us STB owners then basically they are charging us more for less and actively refusing to upgrade some people seemingly randomly, once again its NTL's customer service creating a problem, NTL's own website says for us STB owners to ring to be upgraded to 3mb, but when we call some people are upgraded and some are not despite it being advertised as available...

I only went through to CS because the online update failed; in such cases I think CS should do the upgrade regardless of whether an automatic update is to follow. Have to say though that despite the confusion, they've ben very polite and I've had my upgrade.

Incidentally debate vis who is and isn't getting (can't remember - Engineer?); I'm ex C&W (and neighbour Middleton and have got it so I don't think that is the issue as such.

Polite perseverance is my suggestion to those struggling with CS.

[th'engineer]

Still on 750K stb NW yes tried re starting three fingered reset

So when do we get it then

[IanUK]

Its the bad communication as always, for instance.

Customer goes to http://www.ntlworld.com
Customer chooses 'Upgrade Your Speed'

Customer gets choice of 1mb 2mb 3mb

Customer chooses 3mb STB

Customer is told to ring CS, Customer rings CS and then its a lottery.
EVERYONE should get the upgrade, its advertised on their site for all to see, but some are getting refused.

Very bad service indeed, why are some of us second class citizens ?
Why are some of us paying for half the speed currently ?

How long will this difference last (it was months last time)
If its months this time then its time to start demanding refunds, if it is the end of this week then fine.

(BTW my STB just lost the Broadband signal with the flashing green light, first time in the year since I've had NTL, oh goody I though, perhaps they are doing it after all, but after about 3 mins it came back, but no upgrade)

[nostra]

Originally Posted by th'engineer

Still on 750K stb NW yes tried re starting three fingered reset

i dont believe that anyone has had their speed upgrades on stb automatically yet without contacting customer service...

anyone want to correct me on this??

[th'engineer]

Originally Posted by nostra

th'engineer ...

have you tried in any way to upgrade the speed?

because automatic upgrades for existing customers have not started yet

halycon...

did you try restarting the modem??

yes stb rebooted bet someone has played with my config to keep me on 750K

[mrkipling]

Im currently on the 750kbps and the earliest I can get an upgrade on my pace STB is the 5th of April, If i phone up and cancel TV (been thinking about it for a while) will the swap to stand alone CM be any quicker ?

It seems a bit of a crazy waiting time, just for a straight swap.

[Chris W]

Originally Posted by mrkipling

Im currently on the 750kbps and the earliest I can get an upgrade on my pace STB is the 5th of April, If i phone up and cancel TV (been thinking about it for a while) will the swap to stand alone CM be any quicker ?

It seems a bit of a crazy waiting time, just for a straight swap.

I would imagine the installation date for a SACM will be the same as a date for a swap....

[nostra]

i wouldnt have thought so because that time given is for an engineer to call out i believe so you would still need the engineer to fit the sacm so the appointment would pretty much the same if that was the earliest you were quoted

[orangebird]

Originally Posted by IanUK

Its the bad communication as always, for instance.

Customer goes to http://www.ntlworld.com
Customer chooses 'Upgrade Your Speed'

Customer gets choice of 1mb 2mb 3mb

Customer chooses 3mb STB

Customer is told to ring CS, Customer rings CS and then its a lottery.
EVERYONE should get the upgrade, its advertised on their site for all to see, but some are getting refused.

Very bad service indeed, why are some of us second class citizens ?
Why are some of us paying for half the speed currently ?

Terrible service... Free upgrades? What on earth were ntl thinking of?

How long will this difference last (it was months last time)
If its months this time then its time to start demanding refunds, if it is the end of this week then fine.

A refund on what? Are you not getting the service you signed up for?

[th'engineer]

Originally Posted by nostra

i wouldnt have thought so because that time given is for an engineer to call out i believe so you would still need the engineer to fit the sacm so the appointment would pretty much the same if that was the earliest you were quoted

So when are the samsung stbs being hit with the upgrade

reboot again

[orangebird]

The internal comms that I've seen say all the upgrades will be done over the next few months. Not once was it ever stated that it eould happen immediately, so I really don't know what you're all getting so wound up for?

[th'engineer]

Originally Posted by orangebird

The internal comms that I've seen say all the upgrades will be done over the next few months. Not once was it ever stated that it eould happen immediately, so I really don't know what you're all getting so wound up for?

So there is the answer wait and see it may happen soon