Upgrade from 2 - 10 meg - Page 55

Arley · 13-06-2009, 11:31

Can someone give me some advice please?

I recieved a letter this morning tell me they are upgrading me to 10mb. Since i connect using a set top box i need to have a new modem installed.

I phoned the number on the letter and spoke to someone on the far side of the moon i think.

I was told i could either be sent a self install kit or i could wait for an engineer to call out.

I was also informed that because i was upgrading there would be a loss of service for 3-5 days ; ; and this would happen either way.

I told them to cancel the upgrade since i don't want any loss of service.

Has anyone else had this loss of service during upgrade?

BenMcr · 13-06-2009, 11:42

There should be NO loss of service during a STB To SACM swap

BenMcr · 13-06-2009, 12:02

Well activation (if needed) is either Tech Support or the dedicated Quickstart line. Customer Services don't do it

weststandguy · 13-06-2009, 13:35

I was informed I was being sent a new modem,that was over a month ago and nothing has arrived,but the upgrade is working fine on my old SURFboard

Baldric999 · 13-06-2009, 16:48

Quote:

Thanks for registering for our up to 10Mb broadband upgrade!

Our teams are working flat out to get our customers upgraded from up to 2Mb to up to 10Mb and theyâ€™re working from region to region. They havenâ€™t reached your area yet, but theyâ€™re on their way!

Have a look at our schedule and find out when weâ€™ll be coming to your region.

In the meantime, why not click here to see what our very own Richard Branson has to say about our broadband speeds and also V Stuff â€“ our fantastic backup and storage service?

Kind regards,

Trevor Elliott
MD Customer Service

Got this email today.
Still annoyed I aint getting it til August even though am being charged the extra Â£2 for it since last month.

Peter_ · 13-06-2009, 16:58

Quote:

Originally Posted by BenMcr

There should be NO loss of service during a STB To SACM swap

If they change the service code then they kill the STB, and that does happen with Customer Services not checking what they use to get broadband.

chrispy2000 · 13-06-2009, 17:18

Quote:

Originally Posted by Arley

Can someone give me some advice please?

I recieved a letter this morning tell me they are upgrading me to 10mb. Since i connect using a set top box i need to have a new modem installed.

I phoned the number on the letter and spoke to someone on the far side of the moon i think.

I was told i could either be sent a self install kit or i could wait for an engineer to call out.

I was also informed that because i was upgrading there would be a loss of service for 3-5 days ; ; and this would happen either way.

I told them to cancel the upgrade since i don't want any loss of service.

Has anyone else had this loss of service during upgrade?

I think you will have to have an engineer if you've got to have a modem and you haven't had one before, because you have to have a splitter fitted from your box on your wall indoors to your STB. I had it done when I had a V+ box installed.
Someone will correct me if I'm wrong.

As for the loss of service, I had problems but it was something to do with having a new IP address which the engineer should have sorted when fitting the modem and hadn't.Then I had to phone Tech support and all I got told was "Pull this plug out and put that plug back, Thank you for calling". Finaly got someone from Swansea who knew what he was talking about. But since then "touch wood" I've had no problem with it.

revolt1 · 13-06-2009, 17:45

Next week a engineer is coming round to upgrade me to 10meg speed.
What do I need to do? Sort out my router i have no clue,my mate said you need to clone the ip?

Will the engineer set up the router and new cable modem? I have a silver STB with ethernet that plugs into the back of my pc via my belkin router.

thanks

---------- Post added at 17:45 ---------- Previous post was at 17:43 ----------

Another Question.Will my Current silver STB work with 10megs broadband?.

cheers all

BenMcr · 13-06-2009, 18:29

The engineer will set up the modem. After that it is up to you. The reason an engineer is being sent is that the STB BB service will not do 10Mbit

Peter_ · 13-06-2009, 20:25

Quote:

Originally Posted by revolt1

Next week a engineer is coming round to upgrade me to 10meg speed.
What do I need to do? Sort out my router i have no clue,my mate said you need to clone the ip?

Will the engineer set up the router and new cable modem? I have a silver STB with ethernet that plugs into the back of my pc via my belkin router.

l

All you do with the new modem is connect your Belkin up to it switch off both the modem and the router, then switch the modem back on and wait for the Sync and Ready light to come on solid, the switch on the router when the lights go steady you should be online.

You may have to open internet explorer and go to tools > internet options>and delete all cookies, temporary files and history if the activation screen pops up, if so you will then have to reboot in sequence again as above.

nffc · 13-06-2009, 20:55

Quote:

Originally Posted by Baldric999

Got this email today.
Still annoyed I aint getting it til August even though am being charged the extra Â£2 for it since last month.

Wrong! As previous posts have said, the Â£2 increase is for M tier, regardless of whether or not you have registered for the upgrade or been upgraded yet.

revolt1 · 14-06-2009, 02:01

thank you all for the replys I will let you know how I get on.Hopefully the router will be ok

Hawkmoon230 · 14-06-2009, 17:44

Quote:

Originally Posted by Arley

Can someone give me some advice please?

I recieved a letter this morning tell me they are upgrading me to 10mb. Since i connect using a set top box i need to have a new modem installed.

I phoned the number on the letter and spoke to someone on the far side of the moon i think.

I was told i could either be sent a self install kit or i could wait for an engineer to call out.

I was also informed that because i was upgrading there would be a loss of service for 3-5 days ; ; and this would happen either way.

I told them to cancel the upgrade since i don't want any loss of service.

Has anyone else had this loss of service during upgrade?

I have a set top box too and had a lot of trouble just sorting out if I could do it myself or not. In the end VM sent an engineer and on the same day I was up and running on 10 meg so no loss.

tubbles · 15-06-2009, 21:49

Anyone on Wirral been upgraded yet? I am on the proper 10mb myself and my mate is on 2mb service getting free upgrade, just wanted to know if it is up and running thanks.

sionyboy · 16-06-2009, 17:59

I had the email last week, and a few days ago that leaflet came through the post saying that "10mb Broadband is here!" (well, it's not really is it). I can only hope that my connection gets upgraded soon (timetable says July/August, but I can dream it'll be earlier than that....can't I!)

CF23 (pentwyn)