Upgrade from 2 - 10 meg

[BenMcr]

Originally Posted by sammy1

I am very confused with this, as in my original post I contacted sales to pre order the free upgrade to 10 meg, I was told they would send me a Stand Alone Modem to facilitate the upgrade but I would then be on a new 12 month contract which I do not want, I have asked questions on Virginmedia.feedback and been told that I will not be upgraded if I do not have a SAModem. I was originally on 300 then 500 then 1meg and about 2 years ago I got my STB changed to a sammy and got 2meg, I am now on 2 for £20 no telephone.

Right,

Sales tend to think everything is a new 12 months contract - because that is what they deal with.

However it is usually Customer Services that book the STB to SACM - and I'm telling you it is NOT a new 12 months

Previous upgrades included STB connections because they can deal with up to around 6/7Mbit. But as I said earlier it is 99% likely you won't be upgraded at all if you are on STB broadband because they don't deal with the 10Mbit speed at well, plus it is easier to support SACMs than STB connections

---------- Post added at 23:03 ---------- Previous post was at 23:02 ----------

Originally Posted by Gary L

That is for if you want it now.

Support said that it won't be automatic when they do them all. they'll be sending emails to everyone, and you have to opt in.
why not just a normal rollout like they did before? having to opt in will mean that possibly thousands will never know.

I don't see why they would do that.

[sammy1]

[QUOTE=BenMcr;34787416]Right,

Sales tend to think everything is a new 12 months contract - because that is what they deal with.

However it is usually Customer Services that book the STB to SACM - and I'm telling you it is NOT a new 12 months

Previous upgrades included STB connections because they can deal with up to around 6/7Mbit. But as I said earlier it is 99% likely you won't be upgraded at all if you are on STB broadband because they don't deal with the 10Mbit speed at well, plus it is easier to support SACMs than STB connections

---------- Post added at 23:03 ---------- Previous post was at 23:02 ----------

Does this mean that if I contact Customer Services instead of sales I should be able to get a SACM supplied even though my STB Modem is not faulty.

[Gary L]

Originally Posted by BenMcr

I don't see why they would do that.

Do what?

[BenMcr]

Does this mean that if I contact Customer Services instead of sales I should be able to get a SACM supplied even though my STB Modem is not faulty.

If you contact Customer services on Monday between 9-5pm or from Tuesday onwards it is likely you will get someone it the UK who will be able to arrange it for free and to confirm there is no new 12 months

It doesn't matter if the STB connection is faulty or not. The connection type is being withdrawn - personally I wish they had done it two years ago!

[Peter_]

Originally Posted by sammy1

Does this mean that if I contact Customer Services instead of sales I should be able to get a SACM supplied even though my STB Modem is not faulty.

Yes you will get a SACM

[BenMcr]

Originally Posted by Gary L

Do what?

Leave some BB M customers on 2Mbit for good. I don't doubt that if you don't register for the upgrade you won't get it until the end of the year - but everyone will eventually be sent the 10Mbit config file

[Peter_]

Originally Posted by BenMcr

Leave some BB M customers on 2Mbit for good. I don't doubt that if you don't register for the upgrade you won't get it until the end of the year - but everyone will eventually be sent the 10Mbit config file

One day they will eventually reboot their modem and then the M 10Mb config will arrive on their modem and low and behold their speeds will increase.

[sammy1]

Originally Posted by Moldova

Yes you will get a SACM

Thanks for your help.

---------- Post added at 23:28 ---------- Previous post was at 23:19 ----------

Originally Posted by BenMcr

If you contact Customer services on Monday between 9-5pm or from Tuesday onwards it is likely you will get someone it the UK who will be able to arrange it for free and to confirm there is no new 12 months

It doesn't matter if the STB connection is faulty or not. The connection type is being withdrawn - personally I wish they had done it two years ago!

Thank you for your help.

[bigpmc]

so wait im confused. I dont check my ntl/virgin email and never have, so i cant remember any of the details. Are you all saying if i dont somehow get into the email account then i wont get the upgrade? If this is the case can i ring them to request it instead. Also is it true that you have to request it to get it at all? Wont we all just get it like we did with the 1-2MB upgrade?

[alexcopeland]

You don't need to do a thing as VM are upgrading all 2Mb customers area by area over the coming months. If you register interest then you may be upgraded quicker.

[Gary L]

Well I'm still confused as to what is happening.

is the impending M users BB
upgrade automatic or an opt-in?

Opt in, we'll be contacting all M customers soon to let them know what
options are available to them.

How??

Via email (to your primary email address).

any idea when?

All Size M customers should be contacted within the next 6 weeks.

[Ignitionnet]

Originally Posted by sammy1

Is it possible to obtain a Stand Alone Modem instead of using the one in the STB.

It's required.

[Blackened]

When we went from 4mb to 10mb, my STB handled the 10mb very well. I got constant full speeds on http and nntp. I downgraded to 2mb but somehow my speed never changed so I enjoyed 10mb for a few months. Eventually the speed did drop and it was unbearable so I upgraded to 10mb officially. It was only when I did this that I had to have a SACM fitted. Tech said the Samsungs handle 10mb despite CS telling everyone they didn't and that VM prefer everyone to be on SACM's for broadband as they're easier to support (as Ben mentions).

[BenMcr]

Originally Posted by Gary L

Well I'm still confused as to what is happening.

is the impending M users BB
upgrade automatic or an opt-in?

Opt in, we'll be contacting all M customers soon to let them know what
options are available to them.

How??

Via email (to your primary email address).

any idea when?

All Size M customers should be contacted within the next 6 weeks.

I get that and as I said at this stage it is an opt in - to make sure those on old modems and STBs get the right equipment (and don't find out later on the connection isn't capable of 10Mbit)

However continuing to support multiple configs for one service seems completely pointless - Virgin have been doing it long enough with the STB connections as it is!

[RamJet]

supposing you are already on 8-10MB - and paying that montly sub

do you

1. also get a free upgrade eg to next speed up ? 20MB or

2 do you get a price reduction down to the 2MB>10mb montly rate