Virgin XL, motorola sb4100 best alternative?

instazoinkz · 20-01-2008, 19:42

Hi,

I have been reading a lot on here about the motorola sb4100 and the virgin XL package, sounds like I need to give them a phone about getting it replaced.
I've been searching the boards for a good alternative modem, though I can't find a clear answer - apart from mine is not good enough for the 20Mb connection.

I have sent a mail to virgin about it and will be calling them tomorrow.

What can I expect them to offer me ?
and what would you guys recommend ?
I don't want to accept a new one that is just a bad as the sb4100.

I have never seen a decent speedtest result from my connection and usually well below half of what I pay for, day or night.
If it can be improved at the cost of a new modem then it has to be worth a shot.

Thanks in advance.

Top site

Nilrem · 20-01-2008, 19:44

They will probably offer you the NTL 250 or 255 (i think they are called), as they seem to be the ones they are giving out now and work 100% fine with 20mb.

BenMcr · 20-01-2008, 19:47

you can't specify what Virgin will give you, so any recommendations would be pretty useless

is the 255 on being given out on the ex-tw side of the network?

instazoinkz · 20-01-2008, 19:50

Quote:

Originally Posted by BenMcr

you can't specify what Virgin will give you, so any recommendations would be pretty useless

is the 255 on being given out on the ex-tw side of the network?

I'm just looking for rough ideas on what to expect, or what to avoid if I get any offers.
Thanks for the replies.

zaax · 21-01-2008, 00:19

post on virginmedia usenet site and they will send you one.

moaningmags · 21-01-2008, 01:45

If you currently have the SB4100, the replacement will be the Scientific Atlanta EPC2100.
Handles 20Mb fine.

demented · 21-01-2008, 02:04

Hi. I have a similar problem. Upgraded to 20Mbs 3 weeks ago, engineer didn't come with modem. Have a motorola surfboard 3100 from January 2001 that I know is not suitable for 20Mbs. Phoned virgin media quite a few times and they keep promising to send a modem. In the meantime I've used different machines, network cards and even tried a different router to see if I can get any better speed out of the current lot. The fastest recorded has been 5Mb and it usually tops out at about 3.7Mbs on any set up

Mon, 21 Jan 2008 00:43:54 GMT

Test 1: 1024K took 3234 ms = 316.6 KB/sec, approx 2609 Kbps, 2.55 Mbps
Test 2: 1024K took 3484 ms = 293.9 KB/sec, approx 2422 Kbps, 2.37 Mbps
Test 3: 1024K took 3985 ms = 257 KB/sec, approx 2118 Kbps, 2.07 Mbps
Test 4: 2048K took 5281 ms = 387.8 KB/sec, approx 3195 Kbps, 3.12 Mbps

Overall Average Speed = approx 2586 Kbps, 2.53 Mbps

Downstream info
Frequency 331000000 Hz Locked
Signal to noise ratio 37dB
Power level 9dBmV

Upstream info
Channel ID 4
Frequency 25800000 Hz Ranged
Power Level 41 dBmV

Any advice? Definitely the modem?

moaningmags · 21-01-2008, 02:35

Without a doubt, that modem couldn't give 10Mb nevermind 20Mb.
There was a backlog sending modems due to a supplier issue.
I'd either call again and demand tech to replace modem (free of charge)
or use the newsgroups and post in virginmedia.support.broadband.cable
and they will order yet another for you.
Personally I'd demand the tech.
HTH

demented · 21-01-2008, 08:13

Thanks, will do and hopefully the speeds will up and I'll get a better idea of what 20Mbs round here does.

instazoinkz · 21-01-2008, 13:16

I just got off the phone to a virgin tech, a real nice guy with zero messing around, he confirmed that the sb4100 was not up to the job.
The new one will be the EPC2100, and will be sent out today.

We have been on the xl package for just over a year and I put the slow speeds down to my area and thought nothing else of it.. (I was first told by virgin when I upgraded that my modem was fine for the 20Mbps service..)
That was until I found the info on here...
great site

I will be also getting the money for the last years so called upgrade refunded. It's about Ãƒâ€šÃ‚Â£20 but I could do with it more than Mr Branson

(I got my girlfriend to phone, a nice phone manner helps

)

I will post back when it gets here and let you know if my speeds are any better.. I'm sure they will be.

Thanks all, for the tips and advice, I hope you other guys with this same problem get sorted out.

bus_ter · 21-01-2008, 14:09

Quote:

Originally Posted by instazoinkz

We have been on the xl package for just over a year and I put the slow speeds down to my area and thought nothing else of it.. (I was first told by virgin when I upgraded that my modem was fine for the 20Mbps service..)
That was until I found the info on here...
great site

I think this is shocking. You've been paying for a 20Mb service for over a year that you're not getting because the equipment can't handle the speed. VM seem to conveniently forget to tell people they'll need a new Modem to make use of the new service! How many thousands of VM subscibers do you think are shelling out big bucks for the 20Mb service and are unaware they'll never get close to that speed!

Have a look at this thread:
http://www.cableforum.co.uk/board/12...pensation.html

BenMcr · 21-01-2008, 17:35

Quote:

Originally Posted by bus_ter

I think this is shocking. You've been paying for a 20Mb service for over a year that you're not getting because the equipment can't handle the speed. VM seem to conveniently forget to tell people they'll need a new Modem to make use of the new service! How many thousands of VM subscibers do you think are shelling out big bucks for the 20Mb service and are unaware they'll never get close to that speed!

Have a look at this thread:
http://www.cableforum.co.uk/board/12...pensation.html

When the 20Mb upgrades were being done they had a page that detailed the upgrade schedule and also said 'Do you need a new modem?'

HERE (from the wayback archive) if no-one believes me

If you did need a new one, you could then order one for free through the same site

So they DID tell people and they DID offer a way to get it replaced. If a customer then hasn't bothered, it is hardly Virgin's fault

bus_ter · 21-01-2008, 18:05

Do you work for Virgin Media

When I upraged to 20mb I did it over the phone. They basically said on the phone.. that's it done you'll be on 20mb tomorrow. They never mentioned I might need a new modem.

As for the link you posted, it's hardly in big Bold letters at the top!

OK I admit I should have researched it a little more, and it's my fault I wasn't getting the 20mb service I was paying for. However they didn't exactly make it obvious, especially if you didn't read the website info. I still think there are going to be thousands of 20mb customers out there non the wiser to why they can't get 20mb.

BenMcr · 21-01-2008, 18:14

I appreciate it could have been handled better. But my point was Virgin didn't try and hide anything with the upgrade.

It is the reason as part of the modem install, customer's now have the option of setting their homepages to virginmedia.com/customers

Previous upgrades were even worse with people who were (And still are) on STB broadband being forced to pay an install charge to get a cable modem (when ex-ntl went from 3Mb to 10Mb). There was no option of a free swap. Even when the minimum broadband went from 1Mb to 2Mb, anyone on a Pace STB box still only get 1Mb

Toto · 21-01-2008, 18:52

Quote:

Originally Posted by bus_ter

I think this is shocking. You've been paying for a 20Mb service for over a year that you're not getting because the equipment can't handle the speed. VM seem to conveniently forget to tell people they'll need a new Modem to make use of the new service! How many thousands of VM subscibers do you think are shelling out big bucks for the 20Mb service and are unaware they'll never get close to that speed!

Have a look at this thread:
http://www.cableforum.co.uk/board/12...pensation.html

No, incorrect.

He said he had been on the XL package for over a year, which would have been 10Mb prior to the forced 20Mb upgrade.