*ALL* ntl 10Mb Discussion (Part 3)

[VSPNET]

I have just finished what was the longest phone call in my life, can you guess who i was calling?

Thats Right! NTL Customer Services and then the NTL Broadband Technical Support dept.


I rang the customer services line and the kind chap on the other end told me to ring this number he gave me and they would be able to upgrade my 3mb service to 10mb over the phone, but guess what...

Thats right again! they quoted the same old quote: "NTL 10Mbit service will be automatically upgraded at the end of December 2005". When I asked them why 2mb customers were recieving the service first he told me it was impossible. Impossible? Impossible! So my eyes decieved Me and everyone else aswell? I think not! (Somone posted a screen shot of the online upgrade page with there 2mb service stated then below a choice to upgrade to 10mbit!)
I have read many of the posts in this topic and it seems to me that the NTL employees havent got a clue about the products there selling or as to when the upgrades will actually happen.

My best guess is just sit tight and wait until its become "official" and if its not been upgraded by then, get on the phone.

[Rone]

Well the support staff can only be as good as the information they are given.
And it seems this time they have been given differing bits of info.
Because someone higher up has failed it seems to get a grasp on the situation, he's exposed all the CS staff to repeated pleas for upgrades that they cant give, and no doubt verbal abuse.

[Tragedy]

Is bund03 3MB or 10MB?

[VSPNET]

its does seem that NTL CS have been told different pieces of information, and not enough information. From what ive gathered the people with the 10mbit service at the moment are in the trial areas and that the 10mbit service will go mainstream in December 2005.

If they were a bit less secretive about it then people wouldnt be ringing them up asking for the upgrades.

[etccarmageddon]

Originally Posted by VSPNET

...Thats right again! they quoted the same old quote: "NTL 10Mbit service will be automatically upgraded at the end of December 2005". When I asked them why 2mb customers were recieving the service first he told me it was impossible. Impossible? Impossible! So my eyes decieved Me and everyone else aswell? I think not! (Somone posted a screen shot of the online upgrade page with there 2mb service stated then below a choice to upgrade to 10mbit!)...

perhaps you confused each other as he's right when arguing with your statement that "2meg customers are receiving the 10meg service" - what you mean is 2meg customers are able to upgrade their tier to 10meg.

Was on phone to retentions dept and was sorted in about 5 minutes.

[etccarmageddon]

Originally Posted by VSPNET

...If they were a bit less secretive about it then people wouldnt be ringing them up asking for the upgrades.

the press office must be on holiday or closed down as by now they should have contacted this site and clarified what existing customers should know. my quesss is they're too embarrased to tell the truth - which is, new customers are being offered 10meg as a priority over existing customers.

When I asked them why 2mb customers were recieving the service first he told me it was impossible. Impossible? Impossible! So my eyes decieved Me and everyone else aswell? I think not! (Somone posted a screen shot of the online upgrade page with there 2mb service stated then below a choice to upgrade to 10mbit!)

The 2mb customers have upgraded to the 3mb and if their modems allow 10mb they get it, so they will have a bill for £37.99 next month I dont know of anyone moving from 2mb to 10mb for £24.99 or from 1mb to 10mb for 17.99... YET?

[RichieUK]

Well, on Wednesday i phoned CS and was told it wasn't available to me. Then i phoned again on Wednesday evening and was told it is fine and i can be upgraded, he then said to switch the modem off for about 30 seconds and power it back on and i should be on 10mb...And i wasn't. I phoned up just now and explained what happened and she said it's only for new customers...BUT, since i was told i could get it by the other guy, she will upgrade me now Shutdown the computer and unplugged the modem for a minute, powered back and im now on 10mb

[jrhnewark]

Originally Posted by Dodger444

The 2mb customers have upgraded to the 3mb and if their modems allow 10mb they get it, so they will have a bill for £37.99 next month I dont know of anyone moving from 2mb to 10mb for £24.99 or from 1mb to 10mb for 17.99... YET?

Not yet. Those of us on 1Mbps and 2Mbps will have to wait to be automatically upgraded or, at the moment, upgrade to the £37.99 tier.

Assuming, after the 3Mbps to 10Mbps upgrades, they do 2Mbps (or maybe they'll do 2Mbps and 1Mbps to 10Mbps together?), those of us on 1Mbps would be able to upgrade to 2Mbps (£24.99 ) to get the 10Mbps speed.

The way I see it, by reading these threads here and on other forums, the 10mb is being rolled out to new customers and existing 3mb customers with the right modems, mainly the SACM 200 and 250's, as far as I can tell, the customers with them SACM's are getting the full whack!... the people who are on 1mb and 2mb might get the 10mb? but only if they upgrade to the 3mb @ £37.99. .. if they dont, then they are looking at 2006 for their upgrade.

Software may allow other/older SACM's to get the full 10mb instead of 4mb to 7,8mb in the not so distant future? same goes for customers on the samsung's has for the old pace stb's they will NOT get the 10mb no matter what! so there's going to be a busy period for the NTL istallation team trying to swap them out for the new SACM's before the end of next year.

[ic2]

Originally Posted by Dodger444

The way I see it, by reading these threads here and on other forums, the 10mb is being rolled out to new customers and existing 3mb customers with the right modems, mainly the SACM 200 and 250's, as far as I can tell, the customers with them SACM's are getting the full whack!... the people who are on 1mb and 2mb might get the 10mb? but only if they upgrade to the 3mb @ £37.99. .. if they dont, then they are looking at 2006 for their upgrade.

Software may allow other/older SACM's to get the full 10mb instead of 4mb to 7,8mb in the not so distant future? same goes for customers on the samsung's has for the old pace stb's they will NOT get the 10mb no matter what! so there's going to be a busy period for the NTL istallation team trying to swap them out for the new SACM's before the end of next year.

Just to add to this, had a chat with the techies to see if they could shed any light on timescales etc....
It is true new customers are getting the 10mb first because the modems they are being installed with are 250 and can cope with the new speeds. The upgrades (me included) are only getting 5/6Mb because of a firmware issue (i use a 120), he told me that firmware will be upgraded (but no indication when) and if this did not work new new modems will be issued.

Apparently, I am on the upgrade path but no indication when, I was told just to be patience....which I am being

[nemesis01]

what a shambles this whole affair is, good job ntl do not supply anything critical to the nation.

[Derek]

Originally Posted by nemesis01

what a shambles this whole affair is, good job ntl do not supply anything critical to the nation.

Yep its a good thing they don't run emergency radio systems or anything like that.

Oh....

And back on planet earth I can't believe people are STILL complaining when almost everyone with a tiny amount of common sense can see that the 10MB isn't ready for everyone and if some people hadn't jumped the gun and basically press-ganged Ntl into giving them it then everyone wouldn't be jumping up and down in a sulk.

I hope the SACM they are replacing my samsung with is the new blue 250? I hear they are not installing the silver 200's anymore... can anyone verify that?