100M just rang VM to upgrade to 100mb

jimgors · 20-12-2011, 17:38

Just contacted VM because, i wan't to upgrade to 100mb (give them more money). The "OVERSEAS" women told me that the upgrade will be progressed on the 20th of JANURARY. 1 month i have to wait to upgrade?

I thought you could do it over the phone and they can push the 100mb cfg into the superhub.

My current setup is 50mb with a superhub and a attentuator. and near PERFECT power levels. Is there no one i can contact in the UK, so I can get the upgrade done this week?

Cheers

Peter_ · 20-12-2011, 17:42

If you call in on 150 from a Virginmedia phone line or 0845 454 1111 from any other phone line and press option 5 option 2 and if you forget your password press zero then you will be able to speak to Customer Relations and advise them of your wish to upgrade now as you already have the Superhub.

You may better waiting until just after 8am tomorrow morning if the is a queue.

jimgors · 20-12-2011, 17:54

Thank you, i will try.

jb66 · 20-12-2011, 20:00

Best way is to call retentions, stupid policy

Peter_ · 20-12-2011, 20:04

Quote:

Originally Posted by jb66

Best way is to call retentions, stupid policy

No one else will do anything for you easily which is why customers have to take that route.

BenMcr · 20-12-2011, 20:10

Quote:

Originally Posted by jimgors

Just contacted VM because, i wan't to upgrade to 100mb (give them more money). The "OVERSEAS" women told me that the upgrade will be progressed on the 20th of JANURARY. 1 month i have to wait to upgrade?

I thought you could do it over the phone and they can push the 100mb cfg into the superhub.

Nope, as far as I'm aware 100Mbit is still an engineer visit due to the need to check the signal levels

jb66 · 20-12-2011, 20:15

Why can't there be dedicated trained staff who can look at redtools and then decide if it can be done remotely. Or better yet post out a 6db attenuator etc, this will dramatically bring lead times down

The amount of money wasted sending techs to add a little block to a bit of coax is embarrassing, just have a look at the community forum.

"oh your signal is 8db, that's why your connections slow". Then I go out add a 6db attenuator and the connection is the same..

buckleb · 20-12-2011, 21:05

Quote:

Originally Posted by BenMcr

Nope, as far as I'm aware 100Mbit is still an engineer visit due to the need to check the signal levels

To jb66's point. I've often wondered about this.

Going by some of the posts on the official support forums a customer's power levels can be examined remotely. Would it not be possible to do this at the point of sale, or at least as part of the provisioning process?

As I said, just wondering

I wasn't at home when my superhub was installed, but my wife said that the installer only swapped my old modem for a superhub and didn't actually check anything (inside the house anyway).

jimgors · 20-12-2011, 23:04

I contacted retention, and within 5min's i had the 100mb cfg into my superhub with the same power levels as 50mb.

Tim Deegan · 20-12-2011, 23:39

When I changed to 50mb the engineer said that the superhub can also work on 100mb. But then when I upgraded to 100mb I was told that I needed a new SH, which confused me also.

I think I remember someone saying that there was a problem with early SH's, which could explain why they wanted to change them.

philwhite100 · 21-12-2011, 00:16

Quote:

Originally Posted by jb66

Best way is to call retentions, stupid policy

How do you contact retentions, what is the number to call.

Peter_ · 21-12-2011, 05:29

Quote:

Originally Posted by philwhite100

How do you contact retentions, what is the number to call.

Post 2 above http://www.cableforum.co.uk/board/35348602-post2.html

General Maximus · 21-12-2011, 17:50

Quote:

Originally Posted by Masque

No one else will do anything for you easily which is why customers have to take that route.

I am so glad you said that and no one else

With respect to time saving and costs though jb66 is right, it really is a joke and seems common sense they should upgrade everyone but VM can't see it. Even the dude who I spoke to in the CEOs office 2 weeks ago told me it was the new policy to upgrade over the phone and only book an engineer if there are probs afterwards.

djbenson · 24-12-2011, 21:31

They REALLY need to abolish this stupid "an engineer must visit" rule as it is clear that it really ****es customers off. I went through the same thing a couple of months ago where I wanted to go from 30>50 and kept getting told an engineer would need to visit.

In the end, and out of sheer frustration, I called retentions and said I'd either like to upgrade or leave...surprisingly they upgraded me :|

I think the better option (for both parties) is to remotely upgrade then deal with issues later - my service (apart from the Burnley issues this week) has been rock solid (48.5 out of 50meg is pretty damn good) so I didn't "need" an engineer after all.

I'll probably have to go down the same route if/when I decide to go from 50>100 unless a change in policy has been adopted.

General Maximus · 24-12-2011, 22:36

afaik that is VMs new policy. I had the same problem when I upgraded to 100mbit last month and when I complained a dude in the CEOs office told me that I should have been upgraded over the phone and an engineer booked only if I was having problems. Apparently it is a new policy which hadn't been fully briefed to everyone yet.

(sorry about the double post, I forgot about the previous one. It is nice to say it again though just to prove a point

)