[Update] ALL 20>30Mb upgrade discussion - Page 95

Chrysalis · 04-02-2011, 21:06

I didnt get transferred, I rang it a 2nd time and the guy fixed my issue.

Peter_ · 04-02-2011, 21:08

Quote:

Originally Posted by Chrysalis

I didnt get transferred, I rang it a 2nd time and the guy fixed my issue.

A normal Quickstart agent would just transfer as they only activate kit so you so you must have got a crosstrained broadband agent.

vmfriend · 04-02-2011, 21:09

To be fair when i called the first time after activation the guy did say wait 6hrs or so but after checking the hub i thought they had made an error and sent the wrong config file.

Anyway i will see what happens, the hub is quite a nice looking piece of kit and it takes up less space than the modem/router i had before.

Just need to have a nose around all the menus now.

Thanks to everyone for their help i really appreciate it ;-)

Chrysalis · 04-02-2011, 21:23

Quote:

Originally Posted by Masque

A normal Quickstart agent would just transfer as they only activate kit so you so you must have got a crosstrained broadband agent.

I suggest you recheck my issue, it wasnt successfully activated I was left on the legacy equipment with no config. Incidently he did start saying it was not his department as he is activations, but I insisted since it was a failed activation.

A failed activation needs reactivating.

vmfriend · 04-02-2011, 21:36

For a minute i thought i was supposed to go to the activation page but i just tried and it didn't work.

I would of felt really stupid if i missed out a really simple step.

Peter_ · 04-02-2011, 21:49

Quote:

Originally Posted by Chrysalis

I suggest you recheck my issue, it wasnt successfully activated I was left on the legacy equipment with no config. Incidently he did start saying it was not his department as he is activations, but I insisted since it was a failed activation.

A failed activation needs reactivating.

He is supposed to transfer you to technical support if not trained as he will not be using the same tools as we use, the is a process to follow and a Quickstart only agent should follow it and transfer you.

If I get a activation I immediately transfer them to Quickstart as I am not trained to do their job.

---------- Post added at 20:49 ---------- Previous post was at 20:48 ----------

Quote:

Originally Posted by vmfriend

For a minute i thought i was supposed to go to the activation page but i just tried and it didn't work.

I would of felt really stupid if i missed out a really simple step.

As you are an existing customer you must never go through the Activation pages as that can cause other issues.

Down the Pub · 04-02-2011, 22:12

well got 50 being installed next saturday. as it is only Â£15 extra on my bundle, if it wanted 30 meg it would have been a tenner - work that out?

it goes like this, as it is at the minute i'm getting a loyalty discount each month from when i reduced and changed my bundle. to get the "free upgrade to the 30meg they would have had to apply it as a bundle change - thus losing the full loyalty discount and having it reduced

and made the package Â£10 more + activation on a new 12 month deal. but to go up a tier to 50meg and i more or less keep the full discount and only an extra Â£5 over the 30meg. so gone with 50meg upgrade - and with free install and activation

.

and one more point, do any dept's actually talk to each other - i.e. retentions>marketing etc etc? as when i rang up last night and spoke to retentions (only way to avoid being wound up by language

) the lady i spoke to swore that there was only fee install and not activation. even though i told her there was a web page for customer upgrades that gave free install & activation. so said i'd ring back today, rang back and and the lady i spoke to sorted it straight away

Peter_ · 04-02-2011, 22:20

Quote:

Originally Posted by Down the Pub

and one more point, do any dept's actually talk to each other - i.e. retentions>marketing etc etc? as when i rang up last night and spoke to retentions (only way to avoid being wound up by language

) the lady i spoke to swore that there was only fee install and not activation. even though i told her there was a web page for customer upgrades that gave free install & activation. so said i'd ring back today, rang back and and the lady i spoke to sorted it straight away

No its just that some agents are rather stupid and could not find their own behind with a baseball glove.

Down the Pub · 04-02-2011, 22:34

Quote:

Originally Posted by Masque

No its just that some agents are rather stupid and could not find their own behind with a baseball glove.

lol, and i take it that that is with the selfcare guide as well

. i mean it is something when customers have to tell reps where to find details of their own offers.

Ignitionnet · 04-02-2011, 22:35

Quote:

Originally Posted by Masque

No its just that some agents are rather stupid and could not find their own behind with a baseball glove.

And some companies have moronic policies like forcing people to drop their retention deals to go from 20 to 30Mbps but getting free activation and keeping them to go to 50Mbps.

I wonder how many people will do the obvious, go to 50Mbps with no activation or install charge then downgrade to 30Mbps.

Chrysalis · 04-02-2011, 22:40

Just had a thought, I wonder if the superhub flood protection is dropping config updates causing these issues?

Ignitionnet · 04-02-2011, 22:45

Quote:

Originally Posted by Chrysalis

Just had a thought, I wonder if the superhub flood protection is dropping config updates causing these issues?

Not at all related, nothing going to the cable modem itself hits the firewall any more than a separate router's firewall will affect a standalone modem.

Chrysalis · 04-02-2011, 22:47

understood so modem -> firewall -> router on superhub.

Peter_ · 04-02-2011, 22:48

Quote:

Originally Posted by Ignitionnet

And some companies have moronic policies like forcing people to drop their retention deals to go from 20 to 30Mbps but getting free activation and keeping them to go to 50Mbps.

I wonder how many people will do the obvious, go to 50Mbps with no activation or install charge then downgrade to 30Mbps.

As Down the Pub did above you mean.

Ignitionnet · 04-02-2011, 22:49

No, modem -> router. Firewall features sit within router not around it or between it and the modem.

---------- Post added at 21:49 ---------- Previous post was at 21:48 ----------

Quote:

Originally Posted by Masque

As Down the Pub did above you mean.

I'm hoping tons of people do.

Not that it will dissuade the inevitable retentions deals on 30Mb. Â£18.50 for 30/3 is far too much!