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

[paulyoung666]

Originally Posted by muckshifter

Phone them up I'm afraid ... I was just there and it was quite quck. You are still on 1.5, as I am, and it really does look as though we'll just have to wait untill they get around to us.

hi and to the site , you have been to www.ntlworld.com and looked at the upgrade page aint you

[muckshifter]

Originally Posted by paulyoung666

hi and to the site , you have been to www.ntlworld.com and looked at the upgrade page aint you

err, yes, of course and my password and/or username does not match the MAC address of the modem ... I'll wait.

... However, I was not on the phone to upgrade, I was on the phone about the POXY servers not working AGAIN! ... another story.

[jtwn]

Originally Posted by muckshifter

... phone about the POXY servers ....

AWFUL, OW; worse that Richard Whitely...

[redmen1892]

Originally Posted by muckshifter

Phone them up I'm afraid ... I was just there and it was quite quck. You are still on 1.5, as I am, and it really does look as though we'll just have to wait untill they get around to us.

Just spent an hour on the phone to a CS, to cut a long story short after doing a load of speed tests to confirm speeds, NTL have moved me onto a different UBR. Whilst this has made the tests go quicker the response times are still way below what I'm paying for, the supervisor said that he'll look into it, however he did caveat NTL by stating that there are migration issues and as a result some users speeds are not correct , given time they should be ok.

We'll see shall we, if they don't improve then i'll can my Cable, Broadband and Phone and take my business elsewhere.

[TigaSefi]

So it would be a bad time to ask when we're getting upgraded to 8mb ?

[Simply Gray]

Eventually got around to telephoning CS. Wait to speak to a person was only about 2 Min. and then I got through to a nice lady. After about another 2 min. the nice lady said †ωÃà ‚¢Ã¢â‚¬Å¡Ã‚¬Ã‚¦Reb oot the STB and then the PC and it should be thereââ‚ƚ¬Ã‚¦Ã¢à¢ÃƒÂ¢Ã¢â€šÂ¬Ã…¡Ã‚¬Ã‚ÂÂÂ� Did as I was told and bingo - 3Mbps. Have complained about NTL before but credit where credit is due †“ well done.

[Fleetwood Mac]

I've just been reading through this thread and thought I would try the online speed upgrade. It worked. My SACM shut down and rebooted. I did a quick speed test and I have moved from the 750k servive to the 2Mb. Thanks to all those on the thread that suggested trying this!

[castlekeep]

Originally Posted by Stan the Man

Quite correct Zeph you spotted my missunderstanding/ignorance of what had been really said must read more carefully in future

Oh & sorry to you as well castlekeep

Hi Stan,

No need to appologise.

I did phone CS in the end.
The Guy on the phone appeared to know what to do and advised me that two hours later my speed will be 3Mb. Well four hours later and after rebooting the STB many times the speed was still 1.5Mb.
However 6 hours later and I lost all my broadband access and the STB log displayed QOS=no-bia.cm. At this point CS was closed.
I phoned CS this morning and another Guy spend 1/2 hour sorting out the mess and eventually I got my broadband access back with 3Mb speed.

Thanks for everyones advice.

Phil.

[Crivens]

Hmmm. Well I just tried the website speed upgrade and it tells me "Error looking up cable modem details". From looking at this thread I take it that it is because I am not on the normal setup, but on the £20 a month, bought the modem originally offer.

So I phone up the support line indicated on the error page, and get through to Hindi ("tell me to slow down if I talk too fast sir"). I tell her the problem and she says (in a formulaic reading off the page kinda way) "Customer services will upgrade you in due time. Just wait for the upgrade".

Hmmmm. Does this mean they haven't upgraded my area (Bracknell/ Reading), or have I phoned one of the go by the rulebook lot?

If it's the second option, then does anyone know how to get through to that infamous friendly scottish lady directly? There would be a virtual pint in it for you...

Cheers

[Tezcatlipoca]

Phone Customer Services (0800 052 2000) rather than Tech Support. The line shuts at 8pm.


AFAIK, you should be able to keep the £5 discount you got from buying your own modem - but only if you don't change actual tiers, i.e. if you simply upgrade from your current 750k to the 2meg service, you continue paying £20/month, as 2meg is the replacement for the 750k service, same price. But if you went up to the new 3meg service (normally £38/month) you'd lose the £5 discount. I think. Phone & check.

[Crivens]

That is the number I phoned. It is the one listed when the online upgrade goes wrong.

Cheers

[sherer]

getting my rubbish Pace box chucked out next Friday and a shiny new Samsung installed in it's place.

Does anyone know when they replace the STB will I still have to phone CS to get the speed upgrade or will the engineer sort this out at the time ?

[ntluser]

I hope to be getting my existing Pace box upgraded to the new shiny silver Samsung box so that I can switch from the existing 750K service to the 2Mb service for the same monthly rental.

I envisage that the engineer will simply disconnect existing TV, video, broadband connections etc, replace the box, re-connect and test the various connections and I will be able to simply continue as before.

However, I'm beginning to wonder if it will be as simple as that.

Anybody out there in Manchester had this done and was it as simple as I have outlined? I'm wondering about the need to register my computer again and loss of service.

If not what were the problems. I need to be prepared for this as I don't want to get a new box and inherit a pile of new troubles as my existing service is pretty good.

Any information greatly appreciated.

[RUCYJ]

I've just had my Pace replaced. You need to phone up to order it.

Quick exchange by the engineer who turned up as arranged, but make sure he's logged in your Postcode before he goes.

The speed upgrade should be automatic once it all comes back online, which may take a few hours, so arrange it for a non-critical day!

I had problems with my account seizing up on their mainframe, so it took several days to get me back online. The TV channels came back on the same day after I called CS up.

However, they don't tell you that you need to re-register your PC, so go through the original start up process. You'll need your PID & Password from the original letter.

CS & TS were courteous & helpful, but my problem seemed to confuse them. CS did call back as promised, so overall I'm happy with support. I assume the problems were a one-off, but be prepared.

I haven't done a specific speed test yet, but it's clearly much quicker.

[sherer]

well if i need my PID and have to register again I could have a few problems.. I've not got it anymore and I was just given it over the phone.. Guess I might have to make a few calls to CS.. I was just assuming the box would be swapped and that would be it