*ALL* Speed Upgrade Discussion In Here Please (Part 4)

[mini-moog]

Hello everyone

I've been reading everyones opinions on this subject and it seems there is a lot of speculation and complaints. I phoned NTL on Wednesday and they delivered a Samsung box this morning. My speeds are still at 750k. I phoned customer service to be told that no one has the upgrades yet and my speed will be upgraded on 4th April. When I said that I know some people have already got the upgraded speeds I was told that maybe so, but there are only a few of them and they are experiencing problems. I was also told if they tried to upgrade my speed now it might knock my connection off completely.

While I can understand both sides of the "it's a free upgrade, stop complaining/I just want the speed that is advertised for the money I pay", I am personally happy to wait if necessary. There is no doubt that NTL are giving out conflicting information, which then causes people to get frustrated.

I would just like NTL to be consistent and if I have to wait until the 4th April, then fine, it's no big deal. I think the communication from NTL management (ultimately, it's down to them) is very poor and just leads to more calls to their call centre, more frustrated people and then poor staff morale. I feel for some people that work in their call centres, it's not their fault but they take the flak from joe public.

That's just my 2p. I'm going to stop before this becomes a rambling mess...

[geminian68]

Originally Posted by geminian68

This Morning I phoned NTL CS (option 5) to request an upgrade to 3mb, I spoke to a very nice lady (sounded like a Gordie) who said she would have to send an email to Tech Support (i think) anyway after a lot of typing, I will be upgraded in a couple of days (Hopefully)

Hello everyone

Well I've just become one of the ever growing amount of customers, who have been lied to by NTL CS.
Over two days later and I'm still on 1.5mb, when several people in my area were upgraded on Tuesday.

[Paul K]

Originally Posted by geminian68

Hello everyone

Well I've just become one of the ever growing amount of customers, who have been lied to by NTL CS.
Over two days later and I'm still on 1.5mb, when several people in my area were upgraded on Tuesday.

Have you tried contacting them again? It may be that you haven't been lied to but that the automatic upgrade has failed for some reason.

[geminian68]

Originally Posted by Paul

Have you tried contacting them again? It may be that you haven't been lied to but that the automatic upgrade has failed for some reason.

Thank you for the advice I just got of the phone about 5 minutes ago.
I spoke to a very very nice scottish lady and I will be on 3mb in the next 10 minutes.

After rebooting both PC/STB several times, I had contact NTL CS again because both were stating there was no modem.
I spoke to another Scottish lady who rereshed the signal twice, then I switched off both PC/STB and back on again, then re-login now on 3mb.

I would like to say thank you both Scottish ladies

Im sat here thinking if I should give CS a call as I am currently a 1.5 meg user, but im reading about the usage allowance ntl.co.uk have on there table. Im sure the contract I signed was for unlimited useage bearing in mind I signed my contract in 2003 when the 1meg service was £50 a month.

Originally Posted by Slyder

Im sat here thinking if I should give CS a call as I am currently a 1.5 meg user, but im reading about the usage allowance ntl.co.uk have on there table. Im sure the contract I signed was for unlimited useage bearing in mind I signed my contract in 2003 when the 1meg service was £50 a month.

You will find all the info you need in this thread its all about the cap.

Cap Thread
__________________

Originally Posted by pornocreep

Ok so the nice lady on the other end of the phone looked up our address. and rightly so my housemates modem was showing as upgraded to the 3mb service, however the connection that i am on at the moment 750k was showing that it was cancelled in 2003 now i mentioned that i have been recieving the service fine with no interuptions and was happy to recieve the small upgrade in speed last year from the 600k.



If any more details are needed give me a holler.

Thanks in advnce.

Like to pm me your mac address and i will look into it. See if i can sort this out for you

[davedefeet]

Don't panick

I have this on good authority...

Upgrade Facts. (although this may have already changed since yesterday :¬& )

Don't blame the Customer Service or Broadband tech who gives conflicting information/service, this is because they are receiving conflicting information.

Fact 1. Some areas had to be upgraded to cope; and all routers had to be upgraded to allow for new speeds, new customers automatically get the new speeds from 8th March. Existing customers should (probably) be upgraded automatiacally within a few weeks. STB customers with PACE boxes on 750 Mb who would be upgraded to 2/3 Mb need the equipment replaced to Samsung boxes or a Cable Modem installed (this is because the PACE boxes are limited to 1Mb speed)

The news of the upgrade to new customers travelled fast, NTL bosses panicked and the conflicting information began.

Fact 3. Most customers CAN upgrade via the website speed upgrade link http://www.ntlworld.com/data-feeds/e.../tierMigration with the exception of STB PACE Boxes that are presently on 750/1Mb (see above) and to further complicate matters any customer on XBox/PS2 and Broadband Plus will not be able to connect after the upgrade (call technical support for a fix)

Fact 4. Customers who have not registered their product correctly (mostly STB) will not be able to upgrade via the speed upgrade site because they haven't got a valid account (this is because you can get on the internet by putting in you PID/Password) but you should also have gone here https://autoreg.autoregister.net/cgi/cablereg and registered, which creates an account/email username & password, to use for upgrade.

If you are unable to upgrade, you aint going to die are ya? Just wait a while and you'll either be upgraded or contacted with information on what to do, once the OFFICIAL upgrade for existing customers is announced by NTL.

Oh and look I'm downloading a file from Microsoft... transfer rate 364 Killo Bytes per second.. ooooooo errrrr (oops shouldn't take the mick)

[scrotnig]

Originally Posted by Slyder

Im sat here thinking if I should give CS a call as I am currently a 1.5 meg user, but im reading about the usage allowance ntl.co.uk have on there table. Im sure the contract I signed was for unlimited useage bearing in mind I signed my contract in 2003 when the 1meg service was £50 a month.

The contract you'll have agreed will have been for standard service...no unlimited useage was specified.
This part of the terms was always in place, before the 'cap' was first introduced.

ntl:'s broadband and dial-up services are intended for normal recreational or educational use by individuals and families and our pricing and network architecture have been designed accordingly. Customers who use the services more heavily than a normal home user will reduce the performance of the network for other customers. ntl: reserve the right to suspend services on any account where it is believed use exceeds that described above.

The final sentence of that paragraph has since been replaced by information about caps.
__________________

Originally Posted by davedefeet

Don't panick

I have this on good authority...

Upgrade Facts. (although this may have already changed since yesterday :¬& )

Don't blame the Customer Service or Broadband tech who gives conflicting information/service, this is because they are receiving conflicting information.

Fact 1. Some areas had to be upgraded to cope; and all routers had to be upgraded to allow for new speeds, new customers automatically get the new speeds from 8th March. Existing customers should (probably) be upgraded automatiacally within a few weeks. STB customers with PACE boxes on 750 Mb who would be upgraded to 2/3 Mb need the equipment replaced to Samsung boxes or a Cable Modem installed (this is because the PACE boxes are limited to 1Mb speed)

The news of the upgrade to new customers travelled fast, NTL bosses panicked and the conflicting information began.

Fact 3. Most customers CAN upgrade via the website speed upgrade link http://www.ntlworld.com/data-feeds/e.../tierMigration with the exception of STB PACE Boxes that are presently on 750/1Mb (see above) and to further complicate matters any customer on XBox/PS2 and Broadband Plus will not be able to connect after the upgrade (call technical support for a fix)

Fact 4. Customers who have not registered their product correctly (mostly STB) will not be able to upgrade via the speed upgrade site because they haven't got a valid account (this is because you can get on the internet by putting in you PID/Password) but you should also have gone here https://autoreg.autoregister.net/cgi/cablereg and registered, which creates an account/email username & password, to use for upgrade.

If you are unable to upgrade, you aint going to die are ya? Just wait a while and you'll either be upgraded or contacted with information on what to do, once the OFFICIAL upgrade for existing customers is announced by NTL.

Oh and look I'm downloading a file from Microsoft... transfer rate 364 Killo Bytes per second.. ooooooo errrrr (oops shouldn't take the mick)

I don't know quite where you're getting this information from, but some of it is wrong.

Set top box broadband customers cannot currently upgrade online, regardless of what they did at registration.

There was no 'panic' by ntl management. The message remains the same, customer services are supposed to tell customers that the upgrade will happen automatically and the customer needs to wait. However, in some circumstances they seem to be simply actioning it.


Never ceases to amaze me how people 'know' what ntl's management is doing.

[johno]

I waited a few days and no upgrade, so I decided to try the manual approach. When I entered my details I got this message:

The username (my.name.) entered is not the registered subscriber associated with this cable modem.Please go back and try again with your cable modem username and password. If you need further help, please contact our customer support (0800 052 2000).

I phoned CS and got through to a very pleasant asian gentlemen. I told him I had tried to upgrade to 2Mb and got the above error. He told me the upgrade would go through automatically, and I replied that was fine but I was concerned about the error. After a bit of discussion we determined that I had been entering the details for my dialup account, which apparently are different from my Broadband account. He told me the correct username and password, I typed it in, asked for 2MB, the modem rebooted 5 seconds later and I had 2Mb.

I thought I'd mention it, because I saw a couple of other people had the same error as me, and also because I thought the CS guy was very competent and knowledgeable, so just wanted to redress the balance on perceived cluefulness of CS.

Just rang CS, all upgraded with a minute.

This look ok... ?

Sat, 12 Mar 2005 12:43:34 UTC
1st 128K took 359 ms = 365103 Bytes/sec = approx 3038 kbits/sec
2nd 128K took 328 ms = 399610 Bytes/sec = approx 3325 kbits/sec
3rd 128K took 375 ms = 349525 Bytes/sec = approx 2908 kbits/sec
4th 128K took 344 ms = 381023 Bytes/sec = approx 3170 kbits/sec

[TheInsider]

Originally Posted by scrotnig

Never ceases to amaze me how people 'know' what ntl's management is doing.

Your correct of course. How can joe public make a sweeping post like that when even the NTL members on this forum are not given the correct information.

[Horace]

Wasn't sure whether to make a thread about this or not. Anyway has anyone noticed degradation of speeds since the upgrade rollout started. Did a few speed/download tests during peak and off-peak times and I was noticing significant differences which I'd never seen before. Also noticed that gaming was a bit more laggy than normal, tho' that's on a U.S. server. I guess a lot of people are thrashing their connection at the moment testing speeds and such, I know I downloaded more than average after the upgrade came through to test.
Just hope the new toy experience doesn't last long. I'm suprised there arn't any other threads on here from people who were on previously borderline UBR's complaining, so well done NTL for their network holding out so well. I guess I'll hold off any more compliments till the automatic upgrades go through .

Originally Posted by Horace

Wasn't sure whether to make a thread about this or not. Anyway has anyone noticed degradation of speeds since the upgrade rollout started. Did a few speed/download tests during peak and off-peak times and I was noticing significant differences which I'd never seen before. Also noticed that gaming was a bit more laggy than normal, tho' that's on a U.S. server. I guess a lot of people are thrashing their connection at the moment testing speeds and such, I know I downloaded more than average after the upgrade came through to test.
Just hope the new toy experience doesn't last long. I'm suprised there arn't any other threads on here from people who were on previously borderline UBR's complaining, so well done NTL for their network holding out so well. I guess I'll hold off any more compliments till the automatic upgrades go through .

Not seen any drop in speed my speeds are fine. Would post a speed test but don't want to fill the thread with them. My game experience has improved as well.

[poolking]

I've now decided to stick with 300k for the moment and wait for a few months. By the way isn't about time we moved on to Part 5?

Originally Posted by TheInsider

Your correct of course. How can joe public make a sweeping post like that when even the NTL members on this forum are not given the correct information.

Might be he knows a friend who knows the cleaner of Simon Duffy's office.Who overheard the conversation about upgrades .