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

[Tindo]

Originally Posted by scrotnig

Exactly the same.


Umm, it'll be black!

No, seriously, the only other type is the silver Samsung box. If your box is black/charcoal grey it will say 'Pace' on it, the manufacturer's name.


If you get your broadband through your set top box, you can't upgrade online.


It has always been there, to allow tier changes, eg 300k to 750k.


Plenty, it'll all be done in the coming weeks.

Super-fast reply, Thank you very much

That Black set box is cable modem right? Well I checked mine and its Terayon TJ...

[scrotnig]

Originally Posted by Tindo

Super-fast reply, Thank you very much

That Black set box is cable modem right? Well I checked mine and its Terayon TJ...

Terayons are dedicated cable modems, nothing to do with the set top box.

The set top box is the equipment that delivers the TV service. In ex-Cable & Wireless areas, they can also deliver broadband, but not in 'old ntl' areas, which I am guessing you are in as Terayons were never used in ex-Cable & Wireless areas to my knowledge.

Yours is a SACM (cable modem). You *should* be able to upgrade online, and you won't need it changing to receive the higher speeds......

[geminian68]

Quote:
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

[Graham M]

Sure they were Scottish and not Welsh?

[Paul K]

Originally Posted by geminian68

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

See people complain about CS all the time but let's face it, they do a difficult job and do get it right now and then

[davedefeet]

OK "panic" may have been the wrong word.. perhaps they had to think fast and there was a LOT of confusion... such as a recorded message on the Customer service line (yesterday) that "Customers trying to upgrade to the new speeds should use the ntlworld site, speed upgrade link" I heard that message myself... They certainly didn't say that STB customers cannot do so.

The Speed Upgrade link has only ever been for Cable Modems then? It doesn't say that; why put the link on the site and message telling customers they can upgrade to the new speeds, without mentioning STBs cannot?

So what's the current position? SOME existing NTL STB customers get upgraded if they happen to talk to the right person/department, that's a lottery aint it? Great customer service? no wonder NTL won a poll for worst customer services in the UK!

The reason for all this confusion in the first place? LACK OF CLEAR INFORMATION TO CUSTOMERS AND STAFF.

I may know the cat of the person who's friendly with a cleaner of Simon Duffy's office!

:¬&

OK a quick question...do I HAVE to take the option to upgrade from 300k as soon as it is offered or can I mull it over and see if I go over 3GB per month on 300k on netmeter before I decide what to do?

Incog.

[Myron]

Originally Posted by zinglebarb

I cant believe the rubbish im reading here,on the 8th of march ntls web sit offered the new speeds to new customers so anyone joining on or after this date got new speeds,if ntls long term customers ment anything to them then they should get the new speeds at the same time as new customers,I know this wouldnt be easy so the fairest way would have been sort out your older customers first afterall we are paying more than new signers as they get deals so we are worth more to ntl than new customers so why not treat us at least equaly

I just went onto NTL's site on the 8th and upgraded myself.

[spr33]

Originally Posted by Incognitas

OK a quick question...do I HAVE to take the option to upgrade from 300k as soon as it is offered or can I mull it over and see if I go over 3GB per month on 300k on netmeter before I decide what to do?

Incog.

No, you don't HAVE to upgrade from 300k to 1mbit. You can stay as you are on 300k with 30gb bandwidth a month.

[kidology]

Hi everyone,

New poster, old reader. Just posting because I am unsure what is going on with the upgrades at this end. We're on 1.5Mbps - so I've rung customer services - they tell me that even though we have a samsung box we need to book something in, it really wasn't clear what he was saying. I'll wait for a reply before giving any area information, maybe someone who works for ntl could help? As far as I know we're all set - but have a stb so can't upgrade myself.

Thanks

Tom

[scrotnig]

Originally Posted by zinglebarb

I cant believe the rubbish im reading here,on the 8th of march ntls web sit offered the new speeds to new customers so anyone joining on or after this date got new speeds,if ntls long term customers ment anything to them then they should get the new speeds at the same time as new customers,I know this wouldnt be easy so the fairest way would have been sort out your older customers first afterall we are paying more than new signers as they get deals so we are worth more to ntl than new customers so why not treat us at least equaly

Which bit of 'the upgrades will START on March 8th' don't you understand?

If you're not satisfied with ntl's free upgrades, feel free to switch to an ADSL provider. Just don't forget to ask them to upgrade every single customer to a higher speed all the same day, will you?

[The Cyclist]

Originally Posted by scrotnig

Which bit of 'the upgrades will START on March 8th' don't you understand?

If you're not satisfied with ntl's free upgrades, feel free to switch to an ADSL provider. Just don't forget to ask them to upgrade every single customer to a higher speed all the same day, will you?

Scrotnig, I think your attitude sums up NTL's customer service!

Originally Posted by The Cyclist

Scrotnig, I think your attitude sums up NTL's customer service!

And yours shows why noone has helped you. If you had done this differently someone here would have helped you.

[The Cyclist]

Originally Posted by Bill C

And yours shows why noone has helped you.

Oh, Iâ₠¬ÃƒÆ’¢â€žÂ¢m sorry. I didnââ‚ ¬Ã¢â€žÂ¢t realise I had to except poor customer service before I got any help! Silly me.

Originally Posted by The Cyclist

Oh, Iâ₠¬ÃƒÆ’¢â€žÂ¢m sorry. I didnââ‚ ¬Ã¢â€žÂ¢t realise I had to except poor customer service before I got any help! Silly me.

You dont but your attitude towards certain users on this hub was the reason.