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

[th'engineer]

Originally Posted by Mog

I'm one of the impatient ones and I called CS on Saturday morning, the upgrade was done in about 5minutes...

Lucky you did not get Daniel in the Manchester Call Centre

[Ted.B]

Hello all ,

I have just got off the phone and have booked an appointment to get a samsung STB , 9th of April for me . Would like to add that the CS guy was great and knew just what I was after so dealt with my query quickly . Only had to wait a short time before speaking to him as well . Have been a customer since the nynex days and in all that time I have had no cause for complaint with the service or support , infact on the occasion a tech engineer fixed a problem by replacing the batteries in our STB handset I was quite impressed , and also felt slightly embarrased .

[parky]

I called NTL on the 12th March and asked for my PAce STB to be upgraded to a Samsung so that I could receive 2MB.

They said no problem and arranged for a swap to take place on 16th March.

NTL have phoned me twice since then to confirm that they will be coming on the 16th.

Let's hope I can get the provisioning sorted out again with my Mac and Airport Express, from memory I need to use IE rather than Safari.

Ian

[HeavyDude]

Got my Samsung STB installed this morning as NTL promised, the guy who installed it said I would have to wait about an hour for BB to be up and running, unfortunately I had to go to work about 10 mins after the NTL guy left. Just had a phonecall from my wife telling the BB is still not connected and none of our subscribed channels are working.

Great!!
Now I will have to phone NTL to get that sorted, the guy was in a hurry to get all his morning appointments completed before midday so he didn't check the new STB was working properly before he left.

I won't home until 8:10pm, will I have to wait until tomorrow to phone or will there be someone at NTL to help?

[helterskelter]

New kid on the block!

Wow what a mega thread! I have attempted to upgrade to 2meg. without success, gets the address of the modem ok (Terrayon model) but goes on to moan about an SMS error and to contact NTL,which I have done.
The guy on the other end said its not a blanket/nationwide increase but it is being phased in? I should therefore be patient and wait!!??
What is an SMS error? And, is anyone running of the ely (cardiff) system (UBR?) getting the 2meg hike?

'skelter

[bywater]

Been over a week now very disapointed in no upgrade. Customer services told me they can not upgrade over the phone and to wait. I too can not upgrade on website same no SMS error. Nobody as even bothered to address what that issue is. I've given up asking when the upgrade is going to take place. Its like asking how longs a piece of string as far as NTL are concerned.

O well been looking around in the mean time for a company that can give it me now ! Get a move on NTL and stop ****ing of your customers. I wished they had never made the announcements I would have been none the wiser and lot more happier as patience is not a virtue of mine.

[ian@huth]

Originally Posted by bywater

Been over a week now very disapointed in no upgrade. Customer services told me they can not upgrade over the phone and to wait. I too can not upgrade on website same no SMS error. Nobody as even bothered to address what that issue is. I've given up asking when the upgrade is going to take place. Its like asking how longs a piece of string as far as NTL are concerned.

O well been looking around in the mean time for a company that can give it me now ! Get a move on NTL and stop ****ing of your customers. I wished they had never made the announcements I would have been none the wiser and lot more happier as patience is not a virtue of mine.

When did NTL actually make an announcement of the date that speed upgrades would be happening or even that they were happening?

[scrotnig]

Originally Posted by bywater

Been over a week now very disapointed in no upgrade. Customer services told me they can not upgrade over the phone and to wait. I too can not upgrade on website same no SMS error. Nobody as even bothered to address what that issue is. I've given up asking when the upgrade is going to take place. Its like asking how longs a piece of string as far as NTL are concerned.

O well been looking around in the mean time for a company that can give it me now ! Get a move on NTL and stop ****ing of your customers. I wished they had never made the announcements I would have been none the wiser and lot more happier as patience is not a virtue of mine.

Don't forget to ask your new ADSL provider to upgrade speeds for all customers at no cost all on the same day will you?

Your speed increase will come along shortly.

I daresay if you approach it a bit differently someone on here might even be able to look into it for you.

[bywater]

Originally Posted by ian@huth

When did NTL actually make an announcement of the date that speed upgrades would be happening or even that they were happening?

Actually there was announcement in the news somewhere when they pannicked and thought they had better say something as they where being left behind by other ISP offerings.

The fact is that if the speed is available on adsl that speed is availble to all customers depending on distant from exchange of course.

The new NTL speeds are plastered all over ntlhome. So one would assume they are available now. I did hear from a CSREP that it would be about two weeks that would be next week for Coventry thou some in the area allready have the new speeds. Is this correct ? There are two different issues on here those who need to have the STB upgraded and those that don't. I can understand the later taking sometime but what about those who have stand alone cable modems. I'm on 750k so I assumed phoning up to get the a new tier would automatcally put me on a new speed. Sorry no can do.

Its a very valid question if Jack next door can do it why can't I. Oh and when I am on the phone to CS I am one of the most politess of customers.

http://www.home.ntl.com/icat/broadband

[Stop It]

Originally Posted by scrotnig

Don't forget to ask your new ADSL provider to upgrade speeds for all customers at no cost all on the same day will you?

Your speed increase will come along shortly.

I daresay if you approach it a bit differently someone on here might even be able to look into it for you.

Well said, Pipex sent an email to a friend of mine saying that he would be upgraded (from 512k to 1Mb) in the near future, like ntl there was an option to upgrade now, FOR £15!!!! !!! people really dont know how lucky they are sometimes, ntl couldnt have rolled out an auto upgrade to 1million customers, the way they are doing it is really no worse than most of the ADSL providers.

[astidog]

Originally Posted by Paul

No you pay the price you are paying now and unless you are on a STB it's automatic. If you are on a Pace STB you need to ring NTL CS up for a date to have your box swapped for a nice shiny samsung box as the Pace STB cannot handle the upgraded speed past 1Mb.

(be nice to me- just joined )

So... as risk of looking thick... I'm currently on 300 on a pace stb. I understand that my upgrade will be to 1m, and I will have to ring customer services, but will I need my box changing as well (thinking more time off work needed....) or will it upgrade?

[Graham M]

300k is going up to 1 Meg which the pace boxes can handle fine

[carlingman]

Originally Posted by Stop It

Well said, Pipex sent an email to a friend of mine saying that he would be upgraded (from 512k to 1Mb) in the near future, like ntl there was an option to upgrade now, FOR £15!!!! !!! people really dont know how lucky they are sometimes, ntl couldnt have rolled out an auto upgrade to 1million customers, the way they are doing it is really no worse than most of the ADSL providers.

Ah but big difference being the following.

1. Pipex never leaked their information prior to it happening.
2. Pipex have doubled or will be doubling the users speeds with no conditions or sneaking in CAPS.
3. Pipex users on the 512k if they pay the £15 upgrade they will get 2mb until a BT engineer changes a config setting on the exchange to drop it back too 1mb.

and finally 4. Pipex is a decent ISP with no CAPS

[ian@huth]

Originally Posted by bywater

Actually there was announcement in the news somewhere when they pannicked and thought they had better say something as they where being left behind by other ISP offerings.

I don't think there was any panicking at all. Simon Duffy first broached the subject around the start of December last year but no actual date was given and AFAIK no customer has received anything in writing from NTL.

Originally Posted by bywater

The fact is that if the speed is available on adsl that speed is availble to all customers depending on distant from exchange of course.

You have got that completely the wrong way round. If a speed is available on NTL it is available to all customers in their broadband enabled areas regardless of distance. With ADSL some speeds are only available at a limited number of exchanges and the actual speed is governed by distance from the exchange and line quality.

Originally Posted by bywater

The new NTL speeds are plastered all over ntlhome. So one would assume they are available now. I did hear from a CSREP that it would be about two weeks that would be next week for Coventry thou some in the area allready have the new speeds. Is this correct ? There are two different issues on here those who need to have the STB upgraded and those that don't. I can understand the later taking sometime but what about those who have stand alone cable modems. I'm on 750k so I assumed phoning up to get the a new tier would automatcally put me on a new speed. Sorry no can do.

Its a very valid question if Jack next door can do it why can't I. Oh and when I am on the phone to CS I am one of the most politess of customers.

http://www.home.ntl.com/icat/broadband

The new speeds are plastered all over ntlworld? If you post your postcode we will give you directions to the nearest Specsavers. There is no sign of the new speeds on ntlworld unless you click on the upgrade speed link which customers very rarely do.

The customers who have already had their speeds increased are those that have found out about them on sites such as this and either managed to do an online increase or get a CSR who is willing to upgrade them.

[helterskelter]

So does anyone know what 'No SMS details' means on the upgrade page?


'skelter