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

[The Cyclist]

Originally Posted by scastle

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).
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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).

Hi, your quite right about changing to a SACM, and that is what Iâ₠¬ÃƒÆ’¢â€žÂ¢ve done. Iâ₠¬ÃƒÆ’¢â€žÂ¢m getting rid of my STB and TV package and going with freeview. The STB would have remained if, as I said before, I were only being charged at the correct rate for 1meg until they upgraded me with a new STB. Iâ₠¬ÃƒÆ’¢â€žÂ¢m also looking into going elsewhere with my telephone as well. If other customers done the same then NTL management may get the message that existing customers matter and customer care can go a long way.

[scrotnig]

Originally Posted by The Cyclist

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

I am not a representative of ntl. I am voicing my own personal opinion.

If you want an official response from ntl about something, call 0800 052 2000.
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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.

Again, which part of 'the upgrades will START on March 8th' don't you understand?

It's nothing to do with not treating existing customers well. THE ENTIRE USERBASE CANNOT BE UPGRADED ON THE SAME DAY! If they tried, lots of people would lose service, and then you'd be complaining about that and claiming they should have staggered it. DAMNED IF THEY DO, DAMNED IF THEY DON'T.

As far as I am concerned, the upgrades are excellent news, they are being done for nothing as the original plan to charge has been cancelled, anyone who isn't happy with that is free to find another provider.
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Originally Posted by The Cyclist

Hi, your quite right about changing to a SACM, and that is what Iâ₠¬ÃƒÆ’¢â€žÂ¢ve done. Iâ₠¬ÃƒÆ’¢â€žÂ¢m getting rid of my STB and TV package and going with freeview. The STB would have remained if, as I said before, I were only being charged at the correct rate for 1meg until they upgraded me with a new STB. Iâ₠¬ÃƒÆ’¢â€žÂ¢m also looking into going elsewhere with my telephone as well. If other customers done the same then NTL management may get the message that existing customers matter and customer care can go a long way.

Yes, and then they might decide to screw the network next time by upgrading everyone on the same day? Doubt it somehow!
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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).

Definitely not...once you move off 300k, there's absolutely no going back, as the old 300k billing codes are no longer available.

[The Cyclist]

†˜It's nothing to do with not treating existing customers well. THE ENTIRE USERBASE CANNOT BE UPGRADED ON THE SAME DAY! If they tried, lots of people would lose service, and then you'd be complaining about that and claiming they should have staggered it. DAMNED IF THEY DO, DAMNED IF THEY DON'T.ââ‚Ã⠀šÃ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢



I think we all know that the upgrade cannot take place on the same day, LOL. My point is as Iâ₠¬ÃƒÆ’¢â€žÂ¢ve said before, which you keep ignoring. Is that once my area is upgraded, which according to some posts here, some people have had the upgrade. Why should I pay the same when theyââ‚ ¬Ã¢â€žÂ¢re receiving twice the speed than myself through no fault of my own?

[enjoymarcus]

So when are the upgrades to 4/5/6mb coming?

[Myron]

For crying out loud!

If you have a set-top-box then tough. Call Customer services.

If you have a cable modem then go here to get your increased speed for no extra charge:
https://autoreg.autoregister.net/cgi..._tiermigration

When asked for your username and password, the username is the mailbox part of your primary NtlWorld e-mail address and the password is the same password as you primary e-mail mailbox. Use that now and you'll be automatically upgraded. Don't use that and some day soon you'll automatically be upgraded.

Then again, all of that would have fallen on many blind eyes.

For the cable modem it works as on the morning of March 8th I followed my own advise and upped from 750K to 2M without any fuss or any hassle. The whole procedure took less than one minute. Cable modem reboots on its own so as to get the new service configuration file from NTL's TFTP server.

[scrotnig]

Originally Posted by The Cyclist

My point is as Iâ₠¬ÃƒÆ’¢â€žÂ¢ve said before, which you keep ignoring. Is that once my area is upgraded, which according to some posts here, some people have had the upgrade. Why should I pay the same when theyââ‚ ¬Ã¢â€žÂ¢re receiving twice the speed than myself through no fault of my own?

I'm not talking about areas being upgraded, I'm talking about customers. They can't do every single account on the same day. Not possible.

If you're really desperate and you're on set top box broadband then ring customer services, if you're on a PACE box you can have up to 1mg until a Samsung becomes available, if you have a Samsung already they might be able to do it immediately. If not the upgrade will come through of its own accord in the next week or two, at no extra cost to yourself.

If you have a SACM you can normally do it online.

I really can't see what the issue is here.

It sounds to me like you're having a big sulk because some people have got the upgrade before you.

[Nikko]

Originally Posted by The Cyclist

†˜It's nothing to do with not treating existing customers well. THE ENTIRE USERBASE CANNOT BE UPGRADED ON THE SAME DAY! If they tried, lots of people would lose service, and then you'd be complaining about that and claiming they should have staggered it. DAMNED IF THEY DO, DAMNED IF THEY DON'T.ââ‚Ã⠀šÃ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢



I think we all know that the upgrade cannot take place on the same day, LOL. My point is as Iâ₠¬ÃƒÆ’¢â€žÂ¢ve said before, which you keep ignoring. Is that once my area is upgraded, which according to some posts here, some people have had the upgrade. Why should I pay the same when theyââ‚ ¬Ã¢â€žÂ¢re receiving twice the speed than myself through no fault of my own?

I have to say you are probably the most stupid person posting on here currently.

There are some people that are thick, some who have no idea, but you seem to be superficially bright but somehow stupid. Please, if this is not the case. post something back that will alter my opinion.

[shibby]

i wish NTL could of planed it some more by having a proper upgrade page to tell people what is currently happing and where.
they don't seem to give out much information.
if they gave out on what areas where going to be upgraded and the roughly what week it will happen it. i would be a happy chum.
the attuide we get round to doing when we do isn't the best attuide to take, like a said at least a plan on there site to give us a rough idea on locations getting upgraded. also listing problem they had that might delay it.
not that i'm not happy but it just all seems abit pointless argueing about it.
lets face it we are all going to get the upgrade by the end of march!
i'm sure alot of you can cope with that. and if you can't though tities.

come on lets all hold hands and sing a nice song that has no referance to NTL

P.S It's late and i'm tired and it is making my spelling pretty bad.
zzzzzzzzzzzzzzzzzz

[Nikko]

OK for the benefit of the really dim upgrades are currently taking place.

Some have been done. Some have not. Some will be done soon. But not soon enough. Others will be be done later than the ones that were done soonest. Some will not be done until after the soonest & soon were completed. Others will remain undone until such time as they are completed. All of this will happen before the end of the timescale you have been given.

Please post the completion date you were given, anomolies will be investigated.

Originally Posted by The Cyclist

Is that once my area is upgraded, which according to some posts here, some people have had the upgrade. Why should I pay the same when theyâ₠¬Ã¢â€žÂ¢re receiving twice the speed than myself through no fault of my own?

The people in your area who have "had the upgrade" are people who have done it themselves via the web page (if on a SACM) or have managed to ring CS and get them to do it. Not everyone will get it at the same time - that's life, get over it.

[Mal]

Originally Posted by Paul M

The people in your area who have "had the upgrade" are people who have done it themselves via the web page (if on a SACM) or have managed to ring CS and get them to do it. Not everyone will get it at the same time - that's life, get over it.

I agree.

From reading through this and the previous thread, a lot of people, myself included , have only been upgraded because they were impatient and either phoned CS or upgraded via the link.

So to get shirty over not had the upgrade when others have, seems a bit premature.

Give it a while before you start to complain.

[Little_Devil]

Hi I am new here so if this is the wrong thread I am sorry.

I contacted NTL CS today because there is a terific lag on a game I play.
Counter-Strike Source. I along with aome 30 others (all NTL) have been getting the same problem.
Upon querying this with CS, they told me this may be due to the upgrade in services. rofl

Conversation goes like this:
me:What upgrade
CS:Oh we are upgrading every ones net service they said.
me Dont understand?
CS:All speeds are being upgraded, you know 300K to 1M, 1M to 2M etc
me:Err arnt these rates capped and only upgraded if you request it.
CS: No, the rates will not be capped and everyone is having the upgrade. You can expect disruptions in your serbice for the next 3 days while this work is being carried out.
me: Err thank you bye.

How strange CS have either not been told what to say, or we are getting misleading reports.

After all I suppose I was talking to NTL India.

[highlandlassie]

I tried to upgrade in the wee small hours of the morning - was told to contact CS - hit the back button and discovered I had missed something out - sorted it and upgraded without any problems

[The Cyclist]

Originally Posted by Nikko

I have to say you are probably the most stupid person posting on here currently.

There are some people that are thick, some who have no idea, but you seem to be superficially bright but somehow stupid. Please, if this is not the case. post something back that will alter my opinion.

Hi, Iâ₠¬ÃƒÆ’¢â€žÂ¢m sorry for upsetting you and posting my opinions. Just because you donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t agree with them does not make a person †˜stupidÃƒÆ’Ã†â€™Ãƒâ€šÃ‚Â¢ÃƒÆ ’¢â€šÂ¬Ã¢â€Å ¾Ã‚¢. As for your second post about completion dates, Iâ₠¬ÃƒÆ’¢â€žÂ¢ve never been given one. Maybe this is one of the reasons customers get so irate with NTL.

The aims of Cable Forum are simply to build on the success of nthellworld and:

• To allow cable customers in the UK to voice open and honest opinions of ntl and Telewest services.
• To facilitate discussion between staff and customers of both cable companies.
• To provide help and support to those who need it and who ask on the website.

[scrotnig]

Originally Posted by Little_Devil

Hi I am new here so if this is the wrong thread I am sorry.

I contacted NTL CS today because there is a terific lag on a game I play.
Counter-Strike Source. I along with aome 30 others (all NTL) have been getting the same problem.
Upon querying this with CS, they told me this may be due to the upgrade in services. rofl

Conversation goes like this:
me:What upgrade
CS:Oh we are upgrading every ones net service they said.
me Dont understand?
CS:All speeds are being upgraded, you know 300K to 1M, 1M to 2M etc
me:Err arnt these rates capped and only upgraded if you request it.
CS: No, the rates will not be capped and everyone is having the upgrade. You can expect disruptions in your serbice for the next 3 days while this work is being carried out.
me: Err thank you bye.

How strange CS have either not been told what to say, or we are getting misleading reports.

After all I suppose I was talking to NTL India.

Let's not go down this road again. There is NO 'ntl India'.

If you were speaking to customer services then you were speaking to ether Glasgow, Manchester or Swansea.
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Originally Posted by The Cyclist

Hi, your quite right about changing to a SACM, and that is what Iâ₠¬ÃƒÆ’¢â€žÂ¢ve done. Iâ₠¬ÃƒÆ’¢â€žÂ¢m getting rid of my STB and TV package and going with freeview. The STB would have remained if, as I said before, I were only being charged at the correct rate for 1meg until they upgraded me with a new STB. Iâ₠¬ÃƒÆ’¢â€žÂ¢m also looking into going elsewhere with my telephone as well. If other customers done the same then NTL management may get the message that existing customers matter and customer care can go a long way.

The speed you currently have is 750k, and that's what you pay for. Your equipment can only deal with a maximum speed of 1mb. Rather than do as they did last time and simply tell customers in your position to wait, the company have provided, at no extra cost, a temporary upgrade to 1mb until your equipment can be changed (again at no cost).

Now this does create an anomaly whereby you are being charged 24.99 for a product others can have for 17.99. Fair point, though it's only temporary, AND remember you won't be subject to the 3gb per month cap while on this speed, which those paying 17.99 for 1mb will be. What you COULD do to get round this is to arrange a 'downgrade' to the lower 1mb tier, however if you do this you'd have the 3gb cap AND you then won't be on the list for an automatic box swap and you'd need to request one manually at a later date, but then you'll be at the back of the queue.