[Update] ALL 20>30Mb upgrade discussion - Page 16

SammyM · 19-01-2011, 23:32

Quote:

Originally Posted by Chrysalis

no idea you the lucky one

my email has the 0845 number.

Could be !

I rang earlier but they all went to bed at 8 PM. Recorded message said they will be available again from 9 AM so I'll try again then.

qasdfdsaq · 20-01-2011, 01:09

Quote:

Originally Posted by jamesr

Sorry, just the wording made it seem like i shouldnt of bothered. Honestly, there was an advertisement on the main virgin media website saying about upgrading to 30mb which took me to that link

---------- Post added at 21:23 ---------- Previous post was at 21:19 ----------

http://img255.imageshack.us/img255/7...capture003.jpg

Someone else on a differnt cable forum posted this screenshot of the advertisement

Heh, so it was VM's cock up. My bad.

Nopanic · 20-01-2011, 08:29

Quote:

Originally Posted by qasdfdsaq

Heh, so it was VM's cock up. My bad.

Remove the full stop there and you have problems ..

Am I allowed to stay stuff like that

Blackened · 20-01-2011, 10:31

The number I got was 0800 052 7588 which was a no menu and answered within a couple of rings. They then transferred me through to CS anyway who answered but had no idea what I was on about & put me on hold for 20 mins. Despite me having a reference number AND an order number, there's nothing on my account to reflect that so I came away with nothing, not even the hub. Was told to call back on 1st February when 30mb will be available.

muppetman11 · 20-01-2011, 11:47

Is it right that anyone who already has the superhub will just automatically receive the 30mb ?

whizzard · 20-01-2011, 12:09

Quote:

Originally Posted by muppetman11

Is it right that anyone who already has the superhub will just automatically receive the 30mb ?

Until an official announcement no one knows the exact upgrade paths, terms or conditions so am sure all questions will be answerable in due course

SammyM · 20-01-2011, 12:13

Quote:

Originally Posted by Blackened

The number I got was 0800 052 7588 which was a no menu and answered within a couple of rings. They then transferred me through to CS anyway who answered but had no idea what I was on about & put me on hold for 20 mins. Despite me having a reference number AND an order number, there's nothing on my account to reflect that so I came away with nothing, not even the hub. Was told to call back on 1st February when 30mb will be available.

So in spite of us having a checkout order number, a reference number and two confirming emails from Virgin, (the last one being sent from them at 6-30 last night), Virgin are now saying our order dosen't exist! I don't mind waiting but I assumed that I would be on some sort of a "list". Why also are some being sent out the super hub while others are being told to ring back after 1st February? This seems like an awful Virgin "mess up" to me.

whizzard · 20-01-2011, 12:22

It is most likely that orders made via the web are placed onto some kind of report or importable spredsheet and then imported into the customer database, which could explain why there would currently be no record. Also such a package would need to have an order or product code which if not live on the systems would obviously not allow it to be entered/keyed.

The way I look at it is that whether the gun was jumped or not, it's not going to be available either way until February anyway. Patience is a virtue.

Blackened · 20-01-2011, 12:31

I'm happy with that Whizzard - am in no rush really.

Isn't it just curious though, given that you say there are no order/product codes, that some people are reporting they have been told they will recieve a superhub in x amount of days - and have apparently been billed? I see exactly what you're saying and I can't see how some CS seem to have almost bypassed this restriction?

whizzard · 20-01-2011, 12:48

Quote:

Originally Posted by Blackened

I'm happy with that Whizzard - am in no rush really.

Isn't it just curious though, given that you say there are no order/product codes, that some people are reporting they have been told they will recieve a superhub in x amount of days - and have apparently been billed? I see exactly what you're saying and I can't see how some CS seem to have almost bypassed this restriction?

Super Hub exists as its been live in their systems for almost 2 months now, hence it would have it's own product / service code on the system. Is more likely that codes for any 30mb product / upgrade have not been implemented at this point.

Chrysalis · 20-01-2011, 12:53

my guess is this.

those who preorder but dont ring up nothing will happen.

those who have rang up will get the upgrade when its available and have a superhub on the way to them (except it seems a few unlucky ones like blackened).
Those new customers who get a superhub from day will get 30mbit free.

so in short I think this is a Â£30 charge for the superhub and the 30mbit will be free, they just putting it on the website as the charge for the speed instead as its easier to sell.

helmutcheese · 20-01-2011, 12:59

After my initial call I mentioned in previous post because of the generic E-Mail I received claiming I had needed informational missing I called VM on that 0800 number 5mins ago.
I got a guy who I could hardly understand even though he was in England !

He knew of the 30meg upgrade but said it cannot be processed till the end of the month.

I asked if I had been charged the Â£30 and he said not yet till its processed and I then asked if they were sending the Superhub out so it will be here by end of month and he said the engineer will bring it. !

I said it claims on the website its a self install unless there is any issues and to cancel it if it is not.

He then said as its a new package install they may need to come (I'm on 20meg now) he will be able to confirm if it is or not neared the time.

Bit of a joke IMO but that is what my service has been since the merger with NTL then a few months later under the lease of VM branding.

whizzard · 20-01-2011, 13:05

Quote:

Originally Posted by helmutcheese

After my initial call I mentioned in previous post because of the generic E-Mail I received claiming I had needed informational missing I called VM on that 0800 number 5mins ago.
I got a guy who I could hardly understand even though he was in England !

He knew of the 30meg upgrade but said it cannot be processed till the end of the month.

I asked if I had been charged the Â£30 and he said not yet till its processed and I then asked if they were sending the Superhub out so it will be here by end of month and he said the engineer will bring it. !

I said it claims on the website its a self install unless there is any issues and to cancel it if it is not.

He then said as its a new package install they may need to come (I'm on 20meg now) he will be able to confirm if it is or not neared the time.

Bit of a joke IMO but that is what my service has been since the merger with NTL then a few months later under the lease of VM branding.

Even if you were to order now and if it due to launch Feb 1st, you still would have to wait until then for anything to happen, so there's no real difference to be honest.

Diesel2011 · 20-01-2011, 13:08

The Â£30 fee is the activation fee. The website already said this.

Nobody on 20mb with a superhub is getting a FREE upgrade. You want 30mb, you need to pay an activation fee. The website was very clear and it will be the same webpage back up on Feb 1st.

SammyM · 20-01-2011, 13:15

I agree Diesel. My "Checkout" confirmation says "Fees - 30Mb broadband activation".