10mb upgrade from hell

Originally Posted by jtwn

The 48 hr thing is the truth.

Sorry but i dont agree 1 little bit. When i worked for them and some can back me up on this site. I could upgrade a modem in 5 minutes flat. I could also fix the problem this person has in about 10 minutes flat.

This is a case of bull**** baffles brains or so they think.

[opelfruitcase]

If they've quoted 48 hours then don't forget thats not two days but two working days, and don't forget theres a bank holiday somewhere there in between.

I've checked the account myself and now passed this on to one of my colleages in level 2 TSB in Swansea so we'll see how quickly it can be resolved.

[jtwn]

Originally Posted by unlimited

Sorry but i dont agree 1 little bit. When i worked for them and some can back me up on this site. I could upgrade a modem in 5 minutes flat. I could also fix the problem this person has in about 10 minutes flat.

This is a case of bull**** baffles brains or so they think.

No I agree that it actually is just an instant thing. However when I regraded only a few days back through TS, they told me it would take 2 days. How long did it take in the end? Two days.

Moral of the story? Upgrade online if you can

[opelfruitcase]

Originally Posted by jtwn

No I agree that it actually is just an instant thing. However when I regraded only a few days back through TS, they told me it would take 2 days. How long did it take in the end? Two days.

Moral of the story? Upgrade online if you can

Thing is, in these circumstances the account that stores all ntlworld and cable modem config settings (the internet provisioning account in Harmony) is showing that the OP's modem is set for 10Mb - so when his cable modem boots it knows which config file it needs to download from the TFTP server, in basic terms. This isn't happening as clearly his cable modem is properly configured for 10Mb on the provisioning account (not the usual story here of a customer being billed for one service level and being configured for another) - he's configured for 10Mb and is being billed for 10Mb, but his cable modem is still being sent the TFTP file for the bronze (1Mb) service level. This maybe an easy thing to sort out but unfortunately I don't have access in work to BlueTools to diagnose in any more detail, although I know a few people who do.

Therefore, if the OP went to upgrade online now it would show him as being on the top service level already (and even if he wasn't TS wouldn't have said you need to change the service level with customer services; rather than saying 48 hours to get this sorted).

Basically, unlimited is most probably correct in his diagnosis.

[Saneboy13]

Not sure how relevent this is, but what modem are you using? If you tell me it's anything other than a 250, I will wet myself laughing

[opelfruitcase]

Originally Posted by Saneboy13

Not sure how relevent this is, but what modem are you using? If you tell me it's anything other than a 250, I will wet myself laughing

Why? The modem's configuration is only set at 1Mb. At my parents house, my account there is a 10Mb connection and even with a decrepid but reliable Surfboard 3100 modem thats 6 years old, i'm still getting in the region of 6.5-7Mbit download. Yes I agree having anything less than an ntl250 can cause problems but the issue here isn't in any way connected with the problems usually associated with having older than an ntl250.

So while normally you can stick your tounge out and say everyone so far has missed the blindingly obvious I'm afraid it wouldn't make any difference in these circumstances :P

[Saneboy13]

Originally Posted by opelfruitcase

Why? The modem's configuration is only set at 1Mb. At my parents house, my account there is a 10Mb connection and even with a decrepid but reliable Surfboard 3100 modem thats 6 years old, i'm still getting in the region of 6.5-7Mbit download. Yes I agree having anything less than an ntl250 can cause problems but the issue here isn't in any way connected with the problems usually associated with having older than an ntl250.

So while normally you can stick your tounge out and say everyone so far has missed the blindingly obvious I'm afraid it wouldn't make any difference in these circumstances :P

Ah, but is there a problem with the modem it's self? Why isn't it gaining the new 10meg config file from the DHCP? is it a blindingly obvious miss?

And yeas, you may have a 6 year old surfboard modem that pumps out a steady 6-7 meg, but are you really happy with that? doesn't the 3100 only have a 10 base/t? thus the limiting factor as far as your speed?

[opelfruitcase]

Originally Posted by Saneboy13

Ah, but is there a problem with the modem it's self? Why isn't it gaining the new 10meg config file from the DHCP? is it a blindingly obvious miss?

And yeas, you may have a 6 year old surfboard modem that pumps out a steady 6-7 meg, but are you really happy with that? doesn't the 3100 only have a 10 base/t? thus the limiting factor as far as your speed?

That will be changing very shortly, as my associate account is in the process of being transferred to my parents house and I'll then be cancelling the old account, thus I'll be enjoying a proper 10Mbit connection, but i'm not going to complain for now, the limit factor for a speedy connection in my parents isn't the cable modem but the younger sibling strangling the connection with his torrents - that will be the same whether its 1Mb, 6-7Mb or 10Mb. Now a 100Mbit connection on the other hand.... (dream on!)

[Saneboy13]

Originally Posted by opelfruitcase

That will be changing very shortly, as my associate account is in the process of being transferred to my parents house and I'll then be cancelling the old account, thus I'll be enjoying a proper 10Mbit connection, but i'm not going to complain for now, the limit factor for a speedy connection in my parents isn't the cable modem but the younger sibling strangling the connection with his torrents - that will be the same whether its 1Mb, 6-7Mb or 10Mb. Now a 100Mbit connection on the other hand.... (dream on!)

Dream on? why do that? with the changing to qam256 the possibility is there already shouldn't of said that.

In all seriousness though, we are just limited at the moment by the analogue services, once they have gone *rubbing hands* then we can have some real fun.

But back to the problem at hand, there is obviously a problem with the config file on this guys modem. I am at pains to se no-one has asked about the modem and why no-one has booked a call for a Tech. to go and investigate a little further. But that's just me being a caring kinda guy I suppose

[opelfruitcase]

Originally Posted by Saneboy13

Dream on? why do that? with the changing to qam256 the possibility is there already shouldn't of said that.

In all seriousness though, we are just limited at the moment by the analogue services, once they have gone *rubbing hands* then we can have some real fun.

I was expecting that kind of comment though anyway, I remember the (not so) good old days when the silver tier broadband was 512K and the first time the broadband was installed my jaw hit the floor at some of the speeds, now 512K would be so painful I'd have serious withdrawal symptoms

Originally Posted by Saneboy13

But back to the problem at hand, there is obviously a problem with the config file on this guys modem. I am at pains to se no-one has asked about the modem and why no-one has booked a call for a Tech. to go and investigate a little further. But that's just me being a caring kinda guy I suppose

Personally speaking I think it needs to be investigated at account level first before booking a tech, as otherwise the OP could have a modem swap only to find that the problem is still there...

[peterattheboro]

You using USB or Ethernet?

[Chrysalis]

I am going to hazard a guess its a problem with the billing system rather then the config server sending out to modem. My reasons are.

Online upgrades are always instant, so presumably doing changes via different method, ironically everytime I have upgraded online I carry on getting billed for old tier for many months after .

Once I was with a guy on the phone helping diagnose speed issues (not through normal channels) he was able to change my config at a whim no 1 tier change a month crap, no 48 hr wait, instant everytime and the modem rebooted itself automatically.

Another occasion when I got downgraded by a mardy CS guy, cableforum intervened and a kind lady got in touch with me and dispite the ntl excuse coming from techs we cant upgrade you sir until next month, she manually changed my config, I believe she put me on unreg file and then to 10meg, of course both changes were instant.

Believe what you want to believe.

[opelfruitcase]

Originally Posted by Chrysalis

I am going to hazard a guess its a problem with the billing system rather then the config server sending out to modem. My reasons are.

Online upgrades are always instant, so presumably doing changes via different method, ironically everytime I have upgraded online I carry on getting billed for old tier for many months after .

Once I was with a guy on the phone helping diagnose speed issues (not through normal channels) he was able to change my config at a whim no 1 tier change a month crap, no 48 hr wait, instant everytime and the modem rebooted itself automatically.
<snip>

I'm well aware of the billing system issue - my parents, through a combination of what you mention above, a retentions discount and an ancient credit for paying by dd only pay £8.99 per month for the 10Mb service! Although I've noticed the last 2-3 months they've taken steps to try and prevent this from happening (finally, its been like this for years!)

What you describe above about the service level being changed on a whim is where the service level is changed on the provisioning account, same as online upgrade - this will of course be ok when everything is working fine, but this isn't the same in the circumstances. I'm doing overtime tommorrow in work sifting thru ResponseTek stuff, so I'll be able to have a chat with my TS contact see whats happening.

OP, can you confirm if you've replied to my email at all? I'm not able to access my work email from home to check but if not can you please respond... thanks.

[Paulgreyhead]

No-one seems to have mentioned the router. I was told by an ntl tech that a router can stop them seeing the modem properly and can cause problems. Remove the router from the system, reboot the modem and see if it helps.

[jtwn]

That shouldn't be the case, from ntl's persepective, the router comes after the modem. Worth a try though If you want.