Upgrade from 2 - 10 meg - Page 10

BenMcr · 06-05-2009, 15:28

1) It is completely free to move from a STB to Modem

2) It is not a new 12 months

BazzaH23 · 06-05-2009, 15:40

Quote:

Originally Posted by Moldova

If you do not register you will only receive the upgrade in October so best to register.

I didnt register, VM support phoned me and said i'd require a new modem to recieve 10mb (also hooked me onto a 12 month contract :/), they sent out a technition on tuesday and after they setup the modem I went straight to 10mb.

Unless of course the VM support guy on the other end of the phone signed me upto it, i'm not sure.

But all i did was sit back and watch them connect up a modem and a speedtest later i was on 10mb (Before i just got my internet via my stb, plus free installation on the modem)

BenMcr · 06-05-2009, 16:18

STB to modem swaps are different.

People who already on modem BBI who don't register won't get it before October

RandomLocation · 06-05-2009, 16:43

Since /dashboard/speedupgrade "cannot recognize my connection", I'm going to call customer support like suggested.

VMboy · 06-05-2009, 17:57

Quote:

Originally Posted by BenMcr

STB to modem swaps are different.

People who already on modem BBI who don't register won't get it before October

Unfair I'd say, especially as on one of the site I showed you yesterday they were telling customers there was nothing at all they needed to do, and to leave it all up to them.

Customers come first, and if someone requires an engineer to help them with the new modem installation then so be it, and free of charge into the bargain.

---------- Post added at 17:56 ---------- Previous post was at 17:51 ----------

VM said they would send me out a new modem for this upgrade, and that I can use it if required.

Also, what would be the point of registering just now if the speed upgrades haven't started yet in my area? surely I need to wait for the email to tell me to register.

---------- Post added at 17:57 ---------- Previous post was at 17:56 ----------

I also checked the modem site, and it reported that I don't require a new modem.

BenMcr · 06-05-2009, 18:03

Quote:

Originally Posted by VMboy

Unfair I'd say, especially as on one of the site I showed you yesterday they were telling customers there was nothing at all they needed to do, and to leave it all up to them.

That site is wrong and will be updated. All BB M customers will either get a e-mail or a letter explaining what they need to do

Quote:

Customers come first, and if someone requires an engineer to help them with the new modem installation then so be it, and free of charge into the bargain.

I'm sure if someone really really can't unscrew a wire from one modem and screw it into another and then phone Technical Support then they will probably send one.

Quote:

Also, what would be the point of registering just now if the speed upgrades haven't started yet in my area? surely I need to wait for the email to tell me to register.

No you don't have to register now. You can wait until your area is uplifted if you would prefer. If you do it now however, you won't have to do it later.

Quote:

I also checked the modem site, and it reported that I don't require a new modem.

Which modem site?

VMboy · 06-05-2009, 18:29

Quote:

Originally Posted by BenMcr

Which modem site?

This one.

http://allyours.virginmedia.com/html...vice_20MB.html

BenMcr · 06-05-2009, 18:30

You mean the one that is for 20Mbit customers only and has nothing to do with the 2-10 Migration?

Hawkmoon230 · 06-05-2009, 18:34

Quote:

Originally Posted by BenMcr

1) It is completely free to move from a STB to Modem

2) It is not a new 12 months

Thanks for the info Ben' but knowing it and getting it sorted are two different things, who should I be speaking to at VM?
My wife thinks we should just move over to Sky for TV/Phone+BB abd is checking prices and calling out all the wonderful features as I am typing.

BenMcr · 06-05-2009, 18:40

Customer Services should be sorting out the swap. Press Option 4 for 'Anything else' if they try and charge you get them to check process. It is definately down as FOC install

Gren · 06-05-2009, 18:42

I registered on the (gofaster) link a couple of pages back and it said that I needed a new modem - one is being sent out and should be with me in a few days. I thought it was strange as I only got the last one a year ago.

Even stranger as the above link (I know its for the 20mb service but it asks about your current service) and it says I dont need a new one.

So....I need a new modem to got from 2 to 10 but not to 20?? On the bottom is 'NTL 250' and also a big '255'

RandomLocation · 06-05-2009, 18:45

Okay, I called customer service, since the "register early" link didn't work.
So, apparently my speed will be upgraded from 2Mbps to 10Mbps in 24 hours, and yes, this is the upgrade planned for the summer, I thought he was going to charge me more.. but it's an extra Â£2, I thought he didn't catch the part when I mentioned "free 2Mbps - 10Mbps",. Awesome!

BenMcr · 06-05-2009, 18:47

If you are paying Â£2 more (than the Â£2 already advised) that means you have been put onto BB L!

RandomLocation · 06-05-2009, 18:51

"Welcome xxxx xxxx (Log out) Broadband package: L"
Um.. L is the planned upgrade to M is it not? :S

lsproc · 06-05-2009, 18:52

No, L is what M will be, only with a bigger STM threshold