*ALL* Speed Upgrade Discussion In Here Please (Part 4) - Page 20

carter · 09-03-2005, 21:10

Quote:

Originally Posted by Zeph

Went to have dinner, and rebooted everything a few times after dinner. Phoned NTL CS back up and was only in the queue for about 5 minutes, i spoke to a nice man who said everything had been done properly at their end and i'd have to phone TS on their 0845 number, i did so, followed the options and spoke to someone within 10 minutes, it was eventually worked out that they'd sent the box a hit and then deleted the file from the box rather than the other way around leaving us with no way to connect to the internet, he sent a new hit to the box and sure enough it worked first time, after a reboot of everything (again) and a provision and another reboot later, im now downloading at 240Kb/s so all's well that ends well i guess

I had a couple of people who called in with that today. Winds me up when some muppet in customer services changes the package THEN removes the old package, as that just tells the STB that broadband is to be removed.

Phil136 · 09-03-2005, 21:12

carter do you work for NTL? If so do you have any idea why i cant upgrade via the NTL webpage?

fatlip180 · 09-03-2005, 21:16

Quote:

Originally Posted by yer nice one

You can update manually if you have a cable modem, there is a link around some where sorry dont have it on this pc,

login to ntl: Broadband Internet - Connection Speed Upgrade Unable to upgrade your connection speed We are sorry that your current package or connection speed is not appropriate for an online speed upgrade. Please call customer support on 0800 052 2000 for further assistance with changing your service level.

this is what i get manually upgrading my connection via website, any ideas???

im on 1.5mbit at the mo n'd i live in burnley

Phil136 · 09-03-2005, 21:17

i get the same problem as you fatlip

carter · 09-03-2005, 21:18

Quote:

Originally Posted by Phil136

carter do you work for NTL? If so do you have any idea why i cant upgrade via the NTL webpage?

Nope because i only found out about it myself about two hours before i finished today!

What message do you get when you try to register it?

Phil136 · 09-03-2005, 21:18

read the post fatlip made. I get that message

carter · 09-03-2005, 21:20

Is that through the Cable Modem guys?

From the wording that i've read, it suggests that some areas may need to be upgraded. I'd assume this would mean the UBRs and the DHCPs. If thats the case they may need to ensure they can take the upgraded speed in those areas before they can allow customers to upgrade.

nfs6600 · 09-03-2005, 21:22

Quote:

Originally Posted by swoop101

I just get told 'you will get a letter' and that it can't be done yet.

FFS will the CS managers please let the front end know what is going on.

This is what the associates will have been told to tell customers

Some people don't seem to relise just how big of a task this actually is. There are thousands (sorry millions accourding to ntl) of customers who are going to get this upgrade. DO you really think tehy would risk the network by putting everyone on at the same time? If something goes wrong it would be chaos. We already have people calling in to get the speed inscreased because "it's the 8th and im still on xxx speed" No official word was given prio to the upgrades for good reason.

Give it time mate, it will come sooner rather than later. Like other people have suggested in here, give CS a call and _kindly_ request it. I mean come on, it's only one day. Before you even knew about the speed increases you were probably more than happy with what you have. Now you hear some customer are getting higher you want want want.

Im on the 2Mb now mind and I can tell you, it's brill

fatlip180 · 09-03-2005, 21:22

cable modem 4 me m8, i live in burnley

carter · 09-03-2005, 21:28

Quote:

Originally Posted by paul_v42

Some people don't seem to relise just how big of a task this actually is. There are thousands (sorry millions accourding to ntl) of customers who are going to get this upgrade. DO you really think tehy would risk the network by putting everyone on at the same time? If something goes wrong it would be chaos. We already have people calling in to get the speed inscreased because "it's the 8th and im still on xxx speed" No official word was given prio to the upgrades for good reason.

Give it time mate, it will come sooner rather than later. Like other people have suggested in here, give CS a call and _kindly_ request it. I mean come on, it's only one day. Before you even knew about the speed increases you were probably more than happy with what you have. Now you hear some customer are getting higher you want want want.

Im on the 2Mb now mind and I can tell you, it's brill

I had somebody call earlier who wanted to know why he was only getting a 2mb connection when it was upgraded to 3mb.

Took him to a couple of download sites and he was getting a quicker speed than the average 3mb connection should be getting.

He still didnt believe me though!

they never do when that happens!
__________________

Quote:

Originally Posted by fatlip180

cable modem 4 me m8, i live in burnley

i have no idea about particular areas tbh. I dont get told enough regarding these things to know why some people can and some people cant. All i can do is suggest possible reasons why, they're all just my own opinions and would be the same opinions i would have if i didnt work for the company.

mcfc2134 · 09-03-2005, 21:28

I had problems upgrading via the website as it kept on saying it couldnt detect the MAC address. Rang up CS who tried to put it through and didnt work. Was then told to phone SACM console support (that right?) and they said they couldnt do it and it was not recommended to do so as the modem would most likely go into pre-reg mode meaning no connection as NTL are having numerous upgrade problems!!

Anyway, decided to move my computer to where the modem is, and try the website without going through the wireless router, i.e. direct via ethernet.

Worked a treat, and within 2mins was up and running on 2mb.

Sorted.

swoop101 · 09-03-2005, 21:28

Quote:

Originally Posted by paul_v42

give CS a call and _kindly_ request it.

I have ALWAYS been kind and friendly to CS, even if they have been short with me and hung up on me

(she will never do that again)

I always try and get them laughing, 'cos I know they put up with a load of crap. But I just want them to know what they are talking about.

carter · 09-03-2005, 21:33

Quote:

Originally Posted by swoop101

I have ALWAYS been kind and friendly to CS, even if they have been short with me and hung up on me

(she will never do that again)

I always try and get them laughing, 'cos I know they put up with a load of crap. But I just want them to know what they are talking about.

It doesnt help that we are told one thing in communication, but then find out for ourselves that another completely different situation is in place.

nfs6600 · 09-03-2005, 21:33

Quote:

Originally Posted by swoop101

I have ALWAYS been kind and friendly to CS, even if they have been short with me and hung up on me

CS done that? All the time I've dealt with them they've been spot on! (Bellshill) now faults! they're a diff kettle of fish altogether haha

maverick · 09-03-2005, 21:49

Quote:

Originally Posted by fatlip180

login to ntl: Broadband Internet - Connection Speed Upgrade Unable to upgrade your connection speed We are sorry that your current package or connection speed is not appropriate for an online speed upgrade. Please call customer support on 0800 052 2000 for further assistance with changing your service level.

this is what i get manually upgrading my connection via website, any ideas???

im on 1.5mbit at the mo n'd i live in burnley

A few reasons as to why you may get this error.

1.you have a ps2 or xbox package.
2.you have a broadband plus package.
3.you have recently upgraded or downgraded your account.
4.your using a set top box.

If you have 1 of the above and are getting the error messge you will need to call cs to get your speed upgraded.