Nightmare to upgrade!

[Rosanante]

Decided last week to upgrade our NTL/VM broadband from 4mb to 20mb.

Called customer services and got upgraded for an extra 2 quid a month. W00T!

Engineer came and fitted the new modem, gave me a CD and password and said put the CD in and you're away.

Put CD in, password step and got 'incorrect password' message.
Rang cust. services got another pass. Got past the password stage and the progress froze.

Long story short - called customer services 3 times and tech' support 5 times. Currently running at 0.8mb. Worse than before.

Given up calling tech' support at 25p a minute. Can't understand them anyway. Unplug this, reboot that. OMG!

We only upgraded because the average download speed on the 4mb service was 1.5mb, and often less than 1mb. My thought process being if I only get 25% of the available speed I'll get at least 4mb.

Seriously thinking of changing service providers. VM stinks big-time and I thought NTL were bad.

[punky]

to the site.

Unless you are using USB, you don't need to use the CD. Just turn everything off, plug everything in, and the turn on the modem. Wait until the lights go steady, turn on the computer and you should be fine.

Unfortunately your experience isn't rare