*ALL* ntl 10Mb Discussion (Part 3)

[JonathanLH]

After seeing some friends use plus.net (not an ntl area) I can quite honestly say plus.net is very bad, they had the premier service and it was terrible except for about 1am-7am!
It was replaced with Zen

[cymatty]

I still dont have the 10mb download, i am getting the 512k upload but 3mb speed download. This is in Gtr Manchester, is it just me?

[morkjt]

I had used this thread for much information gathering, before my complaint to NTL at the consistent 5-6mb speeds I was getting on my Terayon J210 Cable Modem (Cambridgeshire area).

Thought I owed putting something back...so I phoned NTL expecting and prepared for a bit of a scrap, and I did get a bit of a runaround.

Ended up handed back to Customer Services after the technical people agreed "The Terayon 210 cannot handle 10mb, and at most it delivers about 6.5mb sustained throughput: you need a modem upgrade - but I cannot arrange that for you". Customer Services defaulted to the "modem upgrades cost £50 argument", so I insisted I spoke to a Manager. It took some time, but I was persistent, and when faced with the manager the conversation went along the following lines:

Me: "Your technical people say my modem cannot handle 10mb"
NTL: "I'm sorry sir, its against our policy to upgrade modems unless a £50 fee is charged"
Me: "So I can't have a 10mb connection?"
NTL: "Not unless you pay £50 sir, or we can downgrade your line back to 2mb"
Me: "So if a new customer orders a 10mb service, you provide a modem that cannot actually deliver that kind of speed?"
NTL: "Er....no sir, a new customer would get a 10mb capable modem"
Me: "So what you are telling me is that I should cancel my service, and re-order to get the right modem for free"
NTL: <silence>
Me: "If thats the case, I wish to cancel my service please."
NTL: "Will you bear with me for a moment sir."
Me: "Sure"
NTL: "Sir, I'll be pleased to offer you a free upgrade as a measure of goodwill, when would be convenient for an engineer to visit?"
....

So anyone in a similar position, follow the above.

[etccarmageddon]

a pretty shoddy way to treat existing customers in my opinion. doesn't look professional.

[DaBuzz]

Is this the same if you bought your modem? I'm still using my CMX modem and get 8.5mbit. I'm not too fussed at the mo but will eventually ask for a new modem. I'm still entitled to a rental modem so will I have to pay this £50 fee. If I do, i'd love to get the NTL CEO and rips his balls off and serve them as dessert in the NTL canteen.

[etccarmageddon]

I believe it's the same whether you own the modem or not.

[DaBuzz]

Originally Posted by etccarmageddon

I believe it's the same whether you own the modem or not.

That makes me really mad! NTL = suck!

Originally Posted by ppolo99

Erm, I was looking on ntl website. and it said the monthly usage for 10mbit connection is 75mb????? guessing its missprint?
Enough for the whole family huh?? LOL!

What link is that on?

ntl could of pulled it because I cannot find it. Thanks.

Can we keep the discussion polite please. There is no need for vulgar threats.

Originally Posted by DaBuzz

Is this the same if you bought your modem? I'm still using my CMX modem and get 8.5mbit. I'm not too fussed at the mo but will eventually ask for a new modem. I'm still entitled to a rental modem so will I have to pay this £50 fee.

I would not expect to pay £50 in this case, since you are paying for an ntl rented modem then they should provide you one, FOC (I'm assuming you are paying the full price, and not getting the £5 discount still).

[DaBuzz]

yeah, i'm paying full price.

[pazor]

So i get a letter from ntl with the new price for my 10mb, Its going up in cost but they are making my 10mb up to 20mb wooppie i say, then i think hang on i got a samsung stb and cant get 10mb on that what chance of i of getting 20mb

[SnoopZ]

Originally Posted by pazor

So i get a letter from ntl with the new price for my 10mb, Its going up in cost but they are making my 10mb up to 20mb wooppie i say, then i think hang on i got a samsung stb and cant get 10mb on that what chance of i of getting 20mb

They will send you a cable modem if you're capable of installing it yourself, otherwise they will want to charge you £25 for an engineer visit.

[Hom3r]

They didn't want to charge me

[CherryHintonBlu]

They didn't charge me either: upgraded a Motorola 3100 Surfboard to a dinky new Virgin Media-branded box, which the engineer brought round and installed within 10 days. Full story...