Incorrect Speed

[chrishodg]

i'll try the upgrade your speed option need to call VM to get my e-mail address as i don't use them and have forgot them, the results from the page you've asked for are as follows which i presume say the connection speed is limited to 2mb DL and 200kbps UL.

Maximum Downstream Data Rate : 2048000
Maximum Upstream Data Rate : 200000
Maximum Upstream Channel Burst : 1600
Maximum Number of CPEs : 1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Disabled

On the compo front i've essentially had 2 months free BB in compo, but all i really want is for it to work as it should.

**UPDATE** On the selfhelp pages my bb package is set to L.

thanks,
chris,

[sstainer]

Originally Posted by chrishodg

i'll try the upgrade your speed option need to call VM to get my e-mail address as i don't use them and have forgot them, the results from the page you've asked for are as follows which i presume say the connection speed is limited to 2mb DL and 200kbps UL.

Maximum Downstream Data Rate : 2048000
Maximum Upstream Data Rate : 200000
Maximum Upstream Channel Burst : 1600
Maximum Number of CPEs : 1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Disabled

On the compo front i've essentially had 2 months free BB in compo, but all i really want is for it to work as it should.

thanks,
chris,

yeah your right that says your modem is configured at 2mb tier , like you say when get email / password from VM try the auto upgrade your speed site

[chrishodg]

Originally Posted by sstainer

yeah your right that says your modem is configured at 2mb tier , like you say when get email / password from VM try the auto upgrade your speed site

yeh that has been done now and its set to the large package my upgrade option is to xl on that page,

[colin-bennett]

Best of luck with this chris.

[chrishodg]

Originally Posted by colin-bennett

I understan your frustration chris.
May I make a few points below.
If any are wrong please advise as will help others reading the thread.
The Movers team transfered your account from your old property to your new property ?? Correct
Was the upgrade to go thru after the move so at your old property you on 2 meg and at new property 4 meg ??? Yes it was
This being so Movers may have done poor job (nothong changed here then) (joke)
You took your modem with you ?? took the modem with me and 2 further engineers since the installers have come out to correct any installation issues

Tech support could see your mac code at other address, Was this your old address ?? the mac address was registered to a completely differant customer not sure how this happened
If your modem not assigned correctly sending hits has no effect. re-booting has no effect.

Resolution.


Speak to movers who will check the transfer was correct and any equipment on the system was removed from your old address...spoke to technical and customer services numerous, hense me trying this at a last resort

Speak to cust care who can order new modem. Once arrived reg new modem with tech support. i have tried a differant modem with no joy but may insist they send a new one out just for diagnostics sake
Get tech out to change modem (which may be faulty).
I do hope the above helps

[colin-bennett]

Ok chris
Did not mean to offend ?

As I said
Best of luck trying to resolve your speed issue
Over and OUT

[chrishodg]

Sorry i realised i hadnt answered any off your questions, sorry if it came across like i was offended, it was just easier to answer within the quote with a differant coloured lettering thats all, thanks and i hope i get it sorted otherwise i think sky may be getting a call,

[colin-bennett]

Originally Posted by chrishodg

Sorry i realised i hadnt answered any off your questions, sorry if it came across like i was offended, it was just easier to answer within the quote with a differant coloured lettering thats all, thanks and i hope i get it sorted otherwise i think sky may be getting a call,

Many thanks for reply..
As I said good luck trying to get this sorted.

[Matt D]

@ chrishodg

So...

You're definitely paying for "L" broadband (4Mbps / "soon to be 10Mbps"), but your modem is still definitely on the "M" service (2Mbps)?

And you just keep getting bounced back between CS & TS? [good old telephone ping pong...]


I had a similar problem a few years ago, when I still had ntl Broadband. After a connection problem, my SACM ended up on the 1Mbps service, yet I was paying for 2Mbps. CS & TS kept passing the buck, until I eventually got hold of a helpful CSR at TS who sorted it out for me there & then.



We have an official contact at VM who has been quite helpful in the past at resolving issues for customers who have got nowhere with CS & TS. If you continue having no luck, & would like me to escalate this issue for you, send me a PM with your name, account number, & a contact phone number, and hopefully they'll be of some help

[chrishodg]

Originally Posted by Matt D

@ chrishodg

So...

You're definitely paying for "L" broadband (4Mbps / "soon to be 10Mbps"), but your modem is still definitely on the "M" service (2Mbps)?

And you just keep getting bounced back between CS & TS? [good old telephone ping pong...]


I had a similar problem a few years ago, when I still had ntl Broadband. After a connection problem, my SACM ended up on the 1Mbps service, yet I was paying for 2Mbps. CS & TS kept passing the buck, until I eventually got hold of a helpful CSR at TS who sorted it out for me there & then.



We have an official contact at VM who has been quite helpful in the past at resolving issues for customers who have got nowhere with CS & TS. If you continue having no luck, & would like me to escalate this issue for you, send me a PM with your name, account number, & a contact phone number, and hopefully they'll be of some help

Thanks, i really do give up with the people on the phone sometimes(this being one of those ocasions), i will PM you the details once i have dug them out, when i get home.

Cheers,
Chris,