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

[jtwn]

http://www.home.ntl.com/page/broadbandexisting

Check this page again for updates on when you will be upgraded.

Wait or leave if you are impatient. Simple as.

[Tommy2k4]

I phoned CS and asked when I would be upgraded (since the website said maintenance would happen in my area on the 9th, I phoned up on 10th) and they said it would take up to 24th March to happen, so I asked for my username and password to the website (I forgot it since I've never had to use it before) and I was upgraded within a minute

[The Cyclist]

Originally Posted by Bill C

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

Why, as a customer do you think others or I should accept poor customer service? Iâ₠¬ÃƒÆ’¢â€žÂ¢ve been with NTL since the old ex CW days and this is not the first time inconsistencies have happened during upgrades etc. If NTL treated their customers with a bit more respect and intelligence then they may make some headway. My attitude to others, I think I respect everyoneââ‚à ƒâ€šÃ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s viewpoint on this forum. But some of the comments coming from certain individuals are if you donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t like it leave, but surely we should be looking at why customers feel so aggrieved. Surely Iâ₠¬ÃƒÆ’¢â€žÂ¢m entitled to express my opinion or are NTL now saying no one can have a negative opinion. As I said before if a bit of pre-planning had gone into this exercise then we would have had none or at least lessened this problem of customers feeling this way.

Originally Posted by The Cyclist

Why, as a customer do you think others or I should accept poor customer service? Iâ₠¬ÃƒÆ’¢â€žÂ¢ve been with NTL since the old ex CW days and this is not the first time inconsistencies have happened during upgrades etc. If NTL treated their customers with a bit more respect and intelligence then they may make some headway. My attitude to others, I think I respect everyoneââ‚à ƒâ€šÃ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s viewpoint on this forum. But some of the comments coming from certain individuals are if you donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t like it leave, but surely we should be looking at why customers feel so aggrieved. Surely Iâ₠¬ÃƒÆ’¢â€žÂ¢m entitled to express my opinion or are NTL now saying no one can have a negative opinion. As I said before if a bit of pre-planning had gone into this exercise then we would have had none or at least lessened this problem of customers feeling this way.

If you had seen what went into this upgrade you would see why certain users get upset. Think you could have done better do you. Its people like you that make me wonder whether i should be posting on here.

[claughton86]

I am a 750k broadband customer and noticed that it says to get the 2Mb speed increase I have to get my box swapped. I just wondered if any body knew which box they would swap you with? Is it the new Samsung box that every one is praising?

I will probably go down to the 1Mb(300k) speed as that is sufficient but if I get a box swap to the Samsung box I may upgrade to 2Mb for the box then change down after the swap.



Also does any one know whether the speed upgrades have been done around the Bournemouth, Dorset area or if not when they are likely to be?



Thank You for Your Time



Jamie

[Florence]

Originally Posted by Bill C

If you had seen what went into this upgrade you would see why certain users get upset. Think you could have done better do you. Its people like you that make me wonder whether i should be posting on here.

Bill you are here because for everyone who thinks its their god given right to be first there are another 50 who are grateful for everything you and others like Igni, BBKing, and debsy do for them.

[The Cyclist]

Originally Posted by Bill C

If you had seen what went into this upgrade you would see why certain users get upset. Think you could have done better do you. Its people like you that make me wonder whether i should be posting on here.

Do what differently? Are you telling me you could have produced a Samsung box for me, instead of having to wait 4 to 6 weeks? Or that I would have got the 1Meg upgrade at the correct cost rather than customer services telling me Iâ₠¬ÃƒÆ’¢â€žÂ¢d have to continue paying £25.00 rather than £17.99. As for the upgrade, yes I could have done better, see my post †˜598âà¢Ã¢â‚¬Å¡Ã‚¬Ã¢â€žà ƒâ€šÃ‚¢ I would have made an effort to make sure that customer new about the expected roll out and the STB shortages. Without information people start to form their own opinions and as I said before NTL could have prevented this by pre-planning. As for your posts I appreciate your feedback and Iâ₠¬ÃƒÆ’¢â€žÂ¢m glad you post on here, but surely you cannot think that people would not express their feelings, positive or negative, on this forum.

Originally Posted by claughton86

I am a 750k broadband customer and noticed that it says to get the 2Mb speed increase I have to get my box swapped. I just wondered if any body knew which box they would swap you with? Is it the new Samsung box that every one is praising?

I will probably go down to the 1Mb(300k) speed as that is sufficient but if I get a box swap to the Samsung box I may upgrade to 2Mb for the box then change down after the swap.



Also does any one know whether the speed upgrades have been done around the Bournemouth, Dorset area or if not when they are likely to be?



Thank You for Your Time



Jamie

Yes if you go to the 2 meg service you will get a new Samsung box.

[Stuart]

Originally Posted by The Cyclist

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

No, if Scrotnig's attitude summed up NTL's customer service, he would not bother to post on here at all (to defend NTL or otherwise). NTL have let their staff know that they do not like their staff posting on sites like this (and on cableforum.co.uk in particular), so he may well be risking his job.

Reading through your posts, your main problem appears to be that you have a Pace box and need a Samsung for your upgrade. I will admit that NTL could have written to all 750 K users to see if they want to upgrade to 2 Meg, but TBH, I am glad they didn't. That would have delayed the upgrades for several months as NTL waited for people to answer, then installed any new STBs. On the other hand, they could have done what (IIRC) Neil said Telewest have done in similar situations in the past - not bothered upgrading people who's box needs changing.

If you need to upgrade your speed earlier, you can probably switch to a cable modem (SACM).
__________________

Originally Posted by The Cyclist

Why, as a customer do you think others or I should accept poor customer service? Iâ₠¬ÃƒÆ’¢â€žÂ¢ve been with NTL since the old ex CW days and this is not the first time inconsistencies have happened during upgrades etc. If NTL treated their customers with a bit more respect and intelligence then they may make some headway. My attitude to others, I think I respect everyoneââ‚à ƒâ€šÃ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s viewpoint on this forum. But some of the comments coming from certain individuals are if you donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t like it leave, but surely we should be looking at why customers feel so aggrieved. Surely Iâ₠¬ÃƒÆ’¢â€žÂ¢m entitled to express my opinion or are NTL now saying no one can have a negative opinion. As I said before if a bit of pre-planning had gone into this exercise then we would have had none or at least lessened this problem of customers feeling this way.

I actually agree with you, NTL do need to improve their customer service and PR. It could have saved a lot of grief for a lot of people. They had an ideal chance to do that when they bought .com (and I personally believe the intent to improve was there) and actively encouraged their staff to post on there. Even creating a "Customer Liaison Team" to post on the forum. They also gave the admin team access to the management of NTL (which to a large extent, I believe they still have).


Then, NTL (for reasons they of course did not communicate to us) decided to close the NTL sections of the site and replace them with community.ntl.com (which, as I understand it, would have been like a live support/articles site). Then, somebody hacked both sites, and they were both taken off line (apparently to be rebuilt). Eventually, they just shut the sites down.

So, I believe that the only way NTL will improve is if enough people leave, as they don't appear to listen to complaints (not that I am having a go at any staff who post here, I think you all do a great job).

Originally Posted by spr33

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

err I know that..What I wanted to know is how long does the offer to upgrade from 300k stand.Is there a time limit?

[Marge]

Originally Posted by Incognitas

err I know that..What I wanted to know is how long does the offer to upgrade from 300k stand.Is there a time limit?

No time limits have been mentioned at all

[spr33]

Originally Posted by Incognitas

err I know that..What I wanted to know is how long does the offer to upgrade from 300k stand.Is there a time limit?

Beat me to it Debs :P

[scrotnig]

Originally Posted by Incognitas

err I know that..What I wanted to know is how long does the offer to upgrade from 300k stand.Is there a time limit?

No, you can upgrade whenever you like.

The only reason existing 300k customers are being allowed to remain where they are if they prefer is because of the lower cap on the 1mb service. Therefore they will have the option to upgrade free for the forseeable future.

[spr33]

Originally Posted by scrotnig

No, you can upgrade whenever you like.

The only reason existing 300k customers are being allowed to remain where they are if they prefer is because of the lower cap on the 1mb service. Therefore they will have the option to upgrade free for the forseeable future.

If say that a 300k customer went up to 1mbit, would they be allowed to change back down to 300k? (obviously after a 30 day period).

Originally Posted by spr33

If say that a 300k customer went up to 1mbit, would they be allowed to change back down to 300k? (obviously after a 30 day period).

As far as i am aware NO but i could be wrong.