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lenscap
14-05-2007, 12:41
http://allyours.virginmedia.com/html/existingcustomers/faster/current_service.html
http://allyours.virginmedia.com/cgi-bin/formactions/uplift_customer.pl

ssdd
14-05-2007, 12:50
yeah and it says the ambit 100 to 200 are capable :td:

v0id
14-05-2007, 13:10
Also says that SB4100 users need an upgrade, when it's clearly capable (http://broadband.motorola.com/modem/SB4100.pdf) of the speed :/

..but ho hum, I put in for a swap.

Nedkelly
14-05-2007, 13:17
I think they need to seperrate the 100 120 and 200 as we all know the problems with the 100 and 120 :)

chilliman
14-05-2007, 14:02
I have a 120 and have never had any problems with it on 10meg.
What are the specs for the 120? I cannot find them anywhere.

If I can see that the max downstream for the 120 is well below 20meg capable then I will get a replacement that can handle 20meg.

Paul H
14-05-2007, 14:09
Also says that SB4100 users need an upgrade, when it's clearly capable (http://broadband.motorola.com/modem/SB4100.pdf) of the speed :/

..but ho hum, I put in for a swap.


Apparently the official spec is what the modem can receive over it's RF
components, but it may not have the memory or CPU capacity to actually
handle that much data.

c@tbyte
14-05-2007, 15:32
The engineer swapped out my SB4100 for a 250.
He said it may get 10meg, but could struggle. After fitting it I've been getting around 1.05Mb instead of my usual 850-900kbps downloads.
Just waiting for a Midlands 20meg upgrade now.

janipewter
14-05-2007, 16:28
I've got a 4200, but is it worth just putting down that it's a 4100 so I can get a replacement anyway?

Hans Gruber
14-05-2007, 16:50
Why's the Ambit 200 on there twice?

timwilky
14-05-2007, 16:55
Even though I have an sb4100 I have gone for the upgrade as I fail to get more than 16mb out of my current 20mb service.

Then again there are time I can only get 2mb so why the hell am I paying for 20

Pushkar
14-05-2007, 16:56
Why's the Ambit 200 on there twice?


Its not :p

v0id
14-05-2007, 18:17
Its not :p


Actually it is.

It's grouped under the same option as the Ambit 100 & 120, as well as being listed on its own

magnoman
14-05-2007, 18:51
i have ambit 120 and on xl package i never get 10mb connection most i get is 7mb so i dont know how its gunna achieve 20mb..which we already have supposedly !!!


Mon, 14 May 2007 16:55:25 GMT

1st 512K took 860 ms = 595.3 KB/sec, approx 4905 Kbps, 4.79 Mbps
2nd 512K took 687 ms = 745.3 KB/sec, approx 6141 Kbps, 6 Mbps
3rd 512K took 688 ms = 744.2 KB/sec, approx 6132 Kbps, 5.99 Mbps
4th 512K took 531 ms = 964.2 KB/sec, approx 7945 Kbps, 7.76 Mbps

Overall Average Speed = approx 6281 Kbps, 6.14 Mbps

ic2
14-05-2007, 18:52
yeah and it says the ambit 100 to 200 are capable :td:

Ambit 120 upgraded to 20mb, here is the speed test (connecting direct via modem).

Mon, 14 May 2007 16:50:35 UTC

1st 512K took 273 ms = 1875.5 KB/sec, approx 15454 Kbps, 15.09 Mbps
2nd 512K took 283 ms = 1809.2 KB/sec, approx 14908 Kbps, 14.56 Mbps
3rd 512K took 289 ms = 1771.6 KB/sec, approx 14598 Kbps, 14.26 Mbps
4th 512K took 286 ms = 1790.2 KB/sec, approx 14751 Kbps, 14.41 Mbps

Overall Average Speed = approx 14928 Kbps, 14.58 Mbps

bigAL99
14-05-2007, 19:45
put in for a swap of my sb4100 just out of interest what do they swap it to?

thanks

helmutcheese
14-05-2007, 20:14
Hopefully a Moto SB 5100 as other brands are not as good IMO, I always made sure my family members got Motos when I got them on TW-BY, now I would not advise anyone to take up VM (NTL) in current state.

Nedkelly
14-05-2007, 20:45
The current model is the ambit 255 the virgin branded on with ethernet only :)

chilliman
14-05-2007, 21:09
I have a 120 and have never had any problems with it on 10meg.
What are the specs for the 120? I cannot find them anywhere.

If I can see that the max downstream for the 120 is well below 20meg capable then I will get a replacement that can handle 20meg.

I take it nobody knows then. I'll just have to wait and see if it can handle it or not.

janipewter
14-05-2007, 21:11
Do they make you send back your old modem if you need a new one? If not, I'm getting a new one ;)

Nedkelly
14-05-2007, 21:17
Hi chilliman it depends i have seen some do 10 meg but not many .But most of them i see only do 6 to 7 meg put a new 255 in and they get 8 to 10 meg hope this helps :)

nj2112
15-05-2007, 01:21
So the ntl/ambit 120 is able to do 20meg (according to VM), well I guess mine must be faulty as it will only do 13.5meg.

I wonder how many other 20meg capable 120s turn out to faulty as well, maybe 100% failure rate.

helmutcheese
15-05-2007, 01:58
SB5101 < Is actually needed as SB5100 is USB only and I wont use USB in fact when I got BB USB was not supported by TW-BY.

Snookieboy
15-05-2007, 02:10
It says the 200 Ambit modem can handle it...

Not im my experience. Got sales to replace my modem from a 200 to a 255 and now im enjoying 20meg :)

Use to max it out at around 8meg on the 200...

blitzyuk
15-05-2007, 02:40
Just put in for a modem upgrade as im using the Terayon Tj210 and i very rarely get speeds above 8mbps. Thought i'd go for the quick start though not paying for someone to come and show me. ;)

dayloon
15-05-2007, 09:34
With quick start do they send out the modem by post or does an engineer deliver it ? When do they collect the old modem or don't they ?

ECW_Original
15-05-2007, 09:50
Even though I have an sb4100 I have gone for the upgrade as I fail to get more than 16mb out of my current 20mb service.

Then again there are time I can only get 2mb so why the hell am I paying for 20

You have obviously not read the literature availible about the "UPTO" 20mb broadband:

Most of our customers WILL NOT be able to get the full 20mb speed, 15% of people will ONLY get UPTO 16mb, which is more than enough, and considering its only £2 more a month than "UPTO" 10mb broadband!!

Rapid Dr3am
15-05-2007, 11:27
Finally my spx100 being swapped.

chilliman
15-05-2007, 11:28
Hi chilliman it depends i have seen some do 10 meg but not many .But most of them i see only do 6 to 7 meg put a new 255 in and they get 8 to 10 meg hope this helps :)


As I said, I've never had any problems. One of my mates has the 120 too and gets full speed all the time as I do.

Tue, 15 May 2007 09:25:06 UTC

1st 512K took 437 ms = 1171.6 KB/sec, approx 9654 Kbps, 9.43 Mbps
2nd 512K took 422 ms = 1213.3 KB/sec, approx 9998 Kbps, 9.76 Mbps
3rd 512K took 438 ms = 1169 KB/sec, approx 9633 Kbps, 9.41 Mbps
4th 512K took 421 ms = 1216.2 KB/sec, approx 10021 Kbps, 9.79 Mbps

Overall Average Speed = approx 9827 Kbps, 9.6 Mbps

https://www.cableforum.co.uk/images/local/2007/05/88.png (http://www.speedtest.net)

janipewter
15-05-2007, 16:43
With quick start do they send out the modem by post or does an engineer deliver it ? When do they collect the old modem or don't they ?


I'd like an answer for this too please.

hurricane
15-05-2007, 16:58
i've got a 120 and get about 13mb from it, if i selected a modem that they reckon needs upgrading and fill in my details, do you reckon they'll send me a new one?

techman
15-05-2007, 17:10
I have been doing some home work on my ntl120 modem to find what the specs are
and if it can handle a 20 Meg connection
I have found that my ntl120 has a Broadcom BCM3345KPB cpu
and I have also found a data sheet that accompanies it
see if this can enlighten anyone of the capabilities of the modem

http://www.tranzistoare.ro/datasheets2/15/155898_1.pdf

Dru
15-05-2007, 17:38
i've got a 120 and get about 13mb from it, if i selected a modem that they reckon needs upgrading and fill in my details, do you reckon they'll send me a new one?

I'll let you know soon as that's exactly what I've done. Regardless of what all the specs might say my 120 modem struggles terribly with 10mb so I really need to replace it.

hurricane
15-05-2007, 18:25
cool. strange though, are you getting higher speeds on the 20mb service than you did with the 10? when i was on 10mb with a 120 i was consistently getting about 9.8.

JackSon
15-05-2007, 18:53
So, when ringing up asking to get your NTL 100/120/200 swapped has anybody been refused this because of the info released on the site yesterday saying that the old modems can allegedly (although we know better) operate the 20Mb? Or have CS been willing to get these exchanged without much hassle?

Dru
15-05-2007, 19:06
I don't actually have 20mb yet, I'm in a "to be confirmed" area unfortunately. For quite a while my 120 was handling 10mb pretty well, but in the last few months when downloading at high speeds, the modem keeps hanging or rebooting itself (very annoying as I sometimes have to pull the power and plug it in again for it to start working). I should have called for a replacement months ago really.

ic2
15-05-2007, 21:25
This was my speed yesterday through a 120. To get this, I have to remove a Watchguard firewall, with that in place its around 11MB.

Mon, 14 May 2007 16:50:35 UTC

1st 512K took 273 ms = 1875.5 KB/sec, approx 15454 Kbps, 15.09 Mbps
2nd 512K took 283 ms = 1809.2 KB/sec, approx 14908 Kbps, 14.56 Mbps
3rd 512K took 289 ms = 1771.6 KB/sec, approx 14598 Kbps, 14.26 Mbps
4th 512K took 286 ms = 1790.2 KB/sec, approx 14751 Kbps, 14.41 Mbps

Overall Average Speed = approx 14928 Kbps, 14.58 Mbps

janipewter
15-05-2007, 22:13
i've got a 120 and get about 13mb from it, if i selected a modem that they reckon needs upgrading and fill in my details, do you reckon they'll send me a new one?

That's exactly what I'd like to know :)

ssdd
16-05-2007, 00:22
I don't actually have 20mb yet, I'm in a "to be confirmed" area unfortunately. For quite a while my 120 was handling 10mb pretty well, but in the last few months when downloading at high speeds, the modem keeps hanging or rebooting itself (very annoying as I sometimes have to pull the power and plug it in again for it to start working). I should have called for a replacement months ago really.
thats exactly what i had when i went to 10mb, so after calls to cs and having two engineers round i got it swapped. it seems they can handle the speeds for browsing but if you want to download anything big they can't. so virgin saying they are ok is to me a load of bs and its just a money saving exercise

dayloon
16-05-2007, 07:48
I'll let you know soon as that's exactly what I've done. Regardless of what all the specs might say my 120 modem struggles terribly with 10mb so I really need to replace it.

Im thinking of doing the same as well. I suppose it depends if an engineer comes round to collect your old one before handing over the new one or if they just send a new one by post

Dru
16-05-2007, 10:19
From the email I got it sounds like they just send it by post

We'll pack up your new kit along with an easy to follow Quickstart Guide and send it to your home address within the next 14 days.

Not really 100% clear though.

chilliman
16-05-2007, 11:32
Those of you with a 120, how are you ordering a replacement via the website?
When the 120 is selected it just says.....

"Great news!

You actually don't need a modem upgrade.

We've looked at your current modem specification and it'll deliver the new speed perfectly.
Don't forget!

Keep an eye on the rollout schedule to find out when 20Mb broadband will be coming to your area."

So are you selecting a modem that VM say cannot handle 20meg and ordering a replacement that way?

JackSon
16-05-2007, 18:37
Those of you with a 120, how are you ordering a replacement via the website?
When the 120 is selected it just says.....

"Great news!

You actually don't need a modem upgrade.

We've looked at your current modem specification and it'll deliver the new speed perfectly.
Don't forget!

Keep an eye on the rollout schedule to find out when 20Mb broadband will be coming to your area."

So are you selecting a modem that VM say cannot handle 20meg and ordering a replacement that way?


That's my fallback plan. However, am going to give CS a chance to sort it first as all of the operators I have currently spoken to have said that the lower ambit modems (100, 120) will def need replacing. Sadly they just directed me to http://www.virginmedia.com/evenfaster and told me to apply for replacement there. Obviosuly I got stuck when it claimed I didn't need to swap the modem despite tech support just telling me to do so. So I shall speak to them again and see if I can get an application fr a self install swap over the phone first - if that doesn't yield a result I will just slect a modem on the page which does need swapping, like one of the Motorolas and apply that way under guise :)

chilliman
16-05-2007, 19:33
That's my fallback plan. However, am going to give CS a chance to sort it first as all of the operators I have currently spoken to have said that the lower ambit modems (100, 120) will def need replacing. Sadly they just directed me to http://www.virginmedia.com/evenfaster and told me to apply for replacement there. Obviosuly I got stuck when it claimed I didn't need to swap the modem despite tech support just telling me to do so. So I shall speak to them again and see if I can get an application fr a self install swap over the phone first - if that doesn't yield a result I will just slect a modem on the page which does need swapping, like one of the Motorolas and apply that way under guise :)

Sounds like a good plan to me. That's what I'll be doing I think, time will tell.

It's very wrong that the website says no need to change but then the operators you spoke to say it will!

janipewter
17-05-2007, 00:13
Do they ask you to send your old modem back or not?!

Dru
17-05-2007, 00:30
I've seen nothing specific asking for it back. They seem happy to just send you the modem and let you get rid of the old one yourself. I won't know for sure until my modem actually arrives though which I'm hoping won't take the full 14 days.

janipewter
17-05-2007, 00:33
Make sure you post back here with the results :)

nj2112
24-05-2007, 21:31
Make sure you post back here with the results :)

Just got an email refusing to upgrade the 120.

They still seem to insist that the 120 supports 20meg.

I'm disgusted with the way they are treating loyal top tier customers.

dilli-theclaw
24-05-2007, 21:35
I called customer services and was told to speak to technical support who told me that my ntl200 was unfit for 20mb. I called customer services back and told them. They booked me an engineer out to replace it with a black 255 free.

I was told to throw the old one away by the way.

looselipsuk
25-05-2007, 14:20
Been having the odd problem of having to reboot my ntl200 so tried using the upgrade page, but put in the details for my old Teryon one a week ago.
Got the reply email letting me know they would post out a replacement.
Just checked my mail and have now been told they have checked my current modem specification and is an invalid swap and there is no need to upgrade my modem.
Guess they must check the modem configuration before sending out a replacement to find out what modem you actually have connected to the system.
Reckon I will have to wait till my ntl200 dies on me as the dropouts are too random.
Was worth a try so no harm done.

techman
25-05-2007, 17:11
well I got my 120 replaced, how well when i pushed the modem on the 10meg service by speed or lots of connections it restarted, I rang up CS and they told me that over the last 30 days the modem had restarted 192 times they could not argue with this poor service and so dispatched a engineer and replaced the modem for a 255 model. :)

Dru
25-05-2007, 18:07
Well my order never went through because I have a 120 and despite calling CS 5 times and getting through to 5 different people they've all refused to replace it claiming it will be fine when it clearly isn't.

I'm a bit frustrated now and unsure what I can do to actually get the needed replacement.

nj2112
25-05-2007, 19:13
Well I've been providing all sorts of diagnostic info to a VM guy in the virginmedia.feedback newsgroup. He has stated that the modem was tested and found to be capable of 20Meg but so far not one customer has reported this to be true in practice.

I would like to request that all 120 users who do not get full 20meg speeds post this in that newsgroup.

This should let them know this isn't just the odd isolated case but a widespread issue.

RobK
29-05-2007, 18:05
My 100 seems to top out at 16meg, which isn't too bad I would say:

Mon, 21 May 2007 17:33:18 GMT
1st 128K took 56 ms = 2340571 Bytes/sec = approx 19474 kbits/sec
2nd 128K took 62 ms = 2114065 Bytes/sec = approx 17589 kbits/sec
3rd 128K took 60 ms = 2184533 Bytes/sec = approx 18175 kbits/sec
4th 128K took 62 ms = 2114065 Bytes/sec = approx 17589 kbits/sec

https://www.cableforum.co.uk/images/local/2007/05/37.png

janipewter
29-05-2007, 20:38
So if you go for the quickstart pack, do they ask for your old modem back?!

Dru
29-05-2007, 21:16
Not that I'm aware of, but they do check your account to see which modem you have currently and if you submitted the the modem upgrade form with a different modem, then it won't be processed.

taximan
30-05-2007, 13:49
Not that I'm aware of, but they do check your account to see which modem you have currently and if you submitted the the modem upgrade form with a different modem, then it won't be processed.

Just recieved my new 255 modem this morning :D, steady 114KB/s download on giganews, mmmm , not overly impressed so far lol, Hemel hempstead area.
They send a nice shiny a4 size jiffy to send back the old modem to recycle or dispose of, lol thats a joke , i had a surfboard, far to big for the jiffy so will post it back in the box they sent the new 1 in with the jiffy stuck to the outside. Well fingers crossed for a speed increase soon

Nedkelly
30-05-2007, 14:01
Dont throw your old modems away if you are having a tech call as he needs the mac address of it to swap the modem and we need it for our stock or we are a modem down :)

JackSon
30-05-2007, 14:18
Even the 100's? Are VM opening a museum? ;)

taximan
30-05-2007, 15:42
Even the 100's? Are VM opening a museum? ;)

My surfboard sb3100 is 8 years old and was working luvly, my new 255 is pants
Wed, 30 May 2007 13:12:58 UTC
1st 128K took 1047 ms = 125188 Bytes/sec = approx 1042 kbits/sec
2nd 128K took 1359 ms = 96447 Bytes/sec = approx 802 kbits/sec
3rd 128K took 828 ms = 158300 Bytes/sec = approx 1317 kbits/sec
4th 128K took 1094 ms = 119810 Bytes/sec = approx 997 kbits/sec

Mmm wot do they say about "if its not broken"

JackSon
30-05-2007, 15:53
Then I shall definitely say, don't fix it, or (from my engineering background), if it isn't broke - it doesnt have enough features yet ;)

I was thinking more of the Ambit 100's though.

Nikesh
30-05-2007, 15:54
http://allyours.virginmedia.com/html/existingcustomers/faster/current_service.html
http://allyours.virginmedia.com/cgi-bin/formactions/uplift_customer.pl

Has anyone tried ordering a new modem through this without being on the XL package?

taximan
30-05-2007, 16:03
lol, i am right tho arnt i? that is slow? phoned them up twice now and they say theres nothing wrong with it? Ill try again later

Brainfish
31-05-2007, 10:36
Ordered my replacement 2 weeks ago and still not arrived. Phoned cust serv last night to be told they had no idea what I was talking about. I slowly re-explained the situation and he then told me that oh, there's been a delay. Will be next week. Hmmph. That's now 2 months at sub 10mb speeds but paying for 20

dayloon
31-05-2007, 17:45
Is anyone having problems with 20mbps and the Ambit 200 ? I've got the 200 and struggling to even reach 15mbps, nevermind 20

taximan
31-05-2007, 17:52
lol, i am right tho arnt i? that is slow? phoned them up twice now and they say theres nothing wrong with it? Ill try again later

Hey what a difference 24hours makes lol, getting a nice steady 1200K/bs off giganews now, better then before so now im happy :)

bigAL99
31-05-2007, 19:18
Although the e-mail states you should get a new modem within 2 weeks apparently that isn't correct I got told t would be when my area (croydon) was confirmed for upgrade. Anyone else found this to be the case?

JackSon
31-05-2007, 19:26
Not currently. My upgrade happened today, and the 14 day period for my mdoem to be delivered ends tomorrow. Shall be chasing it up on the deadline tomorrow to see what the deal is.

dayloon
31-05-2007, 19:28
Not currently. My upgrade happened today, and the 14 day period for my mdoem to be delivered ends tomorrow. Shall be chasing it up on the deadline tomorrow to see what the deal is.

Well good luck chasing it ! I couldn't find anybody who knew what i was on about. Sales - no idea. Customer services - no idea. Tech Support - no idea.

matrixjs
31-05-2007, 20:31
Well I was using an NTL 200 modem but called up Virgin and complained I could not get more than 10mb so they sent me out a new 255 Modem which arrived today and after setting it up im very pleased at my results I was getting 2.07mbs earlier dl a file off fileplanet.

https://www.cableforum.co.uk/images/local/2007/06/106.png (http://www.speedtest.net)

dayloon
01-06-2007, 17:40
Well I was using an NTL 200 modem but called up Virgin and complained I could not get more than 10mb so they sent me out a new 255 Modem which arrived today and after setting it up im very pleased at my results I was getting 2.07mbs earlier dl a file off fileplanet.

https://www.cableforum.co.uk/images/local/2007/06/106.png (http://www.speedtest.net)

Please tell me how you managed that ! I've called loads of times to complain my NTL 200 couldn't get close to 20mbs and they refuse to send out a new one.

wwe
01-06-2007, 17:41
how do u find out which package i on

Nikesh
01-06-2007, 17:46
how do u find out which package i on

https://autoreg.autoregister.net/cgi-bin/cablecheck

wwe
01-06-2007, 17:47
https://autoreg.autoregister.net/cgi-bin/cablecheck

i just gone of that and it says
Your browser has issued a request that the registration server has denied.
Please contact Virgin Media customer support if the problem persists.

janipewter
01-06-2007, 17:48
https://autoreg.autoregister.net/cgi-bin/cablecheck

Doesn't work for me either. Probably an ex-NTL thing. 99% of this forums users fail to realise that some of VM's customers are ex-Telewest...

wwe
01-06-2007, 17:49
Doesn't work for me either. Probably an ex-NTL thing.

ok

Nikesh
01-06-2007, 17:49
Doesn't work for me either. Probably an ex-NTL thing.

Yes it is ex-ntl. :)

Sorry I didn't realise you were on ex-telewest.

wwe
01-06-2007, 17:50
Yes it is ex-ntl. :)

Sorry I didn't realise you were on ex-telewest.

do u know one for ex telewest

Nikesh
01-06-2007, 17:50
do u know one for ex telewest

No sorry... I am ex-ntl. :)

wwe
01-06-2007, 17:51
No sorry... I am ex-ntl. :)

ok

Nikesh
01-06-2007, 17:52
ok

You could have a look at the modem config...

http://192.168.1.1

janipewter
01-06-2007, 17:58
Since the old models Telewest used to give out don't show the downstream/upstream rate, the only way to find out is to look in the logs and see if you can find which config file it's loading.

For example in mine:

070512075357 6-Notice E102.0 SW Download INIT - Via Config file cm-10240-384

Shows I'm on 10Mb (10240Kbps downstream, 384Kbps upstream).

I think the config for 2Mb is cm-2148-268 and for 4Mb it's cm-4096-384. For 20Mb I'm guessing it's cm-20480-768.

matrixjs
01-06-2007, 17:59
Please tell me how you managed that ! I've called loads of times to complain my NTL 200 couldn't get close to 20mbs and they refuse to send out a new one.

Well to be honest the lady I spoke to on the phone did not sound very bright atall I dont even think she had a clue what I was talking about and I think she probably thought I said my modem was broken and she just said they would send me out a new modem no problem.

Nikesh
01-06-2007, 20:08
http://192.168.1.1

Sorry I've just posted the wrong address... it should be:

http://192.168.100.1

Sorry. :)

a1_tiger
01-06-2007, 22:27
i have ambit 120 and on xl package i never get 10mb connection most i get is 7mb so i dont know how its gunna achieve 20mb..which we already have supposedly !!!


Mon, 14 May 2007 16:55:25 GMT

1st 512K took 860 ms = 595.3 KB/sec, approx 4905 Kbps, 4.79 Mbps
2nd 512K took 687 ms = 745.3 KB/sec, approx 6141 Kbps, 6 Mbps
3rd 512K took 688 ms = 744.2 KB/sec, approx 6132 Kbps, 5.99 Mbps
4th 512K took 531 ms = 964.2 KB/sec, approx 7945 Kbps, 7.76 Mbps

Overall Average Speed = approx 6281 Kbps, 6.14 Mbps

I also have the 120 & have never had a problem with any speed that I have been on, I am on the xl @ the moment & this is my speed.

Fri, 1 Jun 2007 20:22:18 UTC

1st 512K took 437 ms = 1171.6 KB/sec, approx 9654 Kbps, 9.43 Mbps
2nd 512K took 422 ms = 1213.3 KB/sec, approx 9998 Kbps, 9.76 Mbps
3rd 512K took 438 ms = 1169 KB/sec, approx 9633 Kbps, 9.41 Mbps
4th 512K took 437 ms = 1171.6 KB/sec, approx 9654 Kbps, 9.43 Mbps

Overall Average Speed = approx 9735 Kbps, 9.51 Mbps

Still no sign of the 20mb 4 my area though :mad:

JackSon
04-06-2007, 16:41
Well good luck chasing it ! I couldn't find anybody who knew what i was on about. Sales - no idea. Customer services - no idea. Tech Support - no idea.

Reviving an aging thread, but I feel it's relevant enough ;)

The 14 day delivery period expired Friday, so I began chasing this up today on the phone. I actually spoke to a chap on friday who gave me a 4 digit extension number for him and told me to ring him back today if the modem hadn't arrived. This however proved impossible as he didn't tell me which centre he was in and nobody wanted to transfer me without knowing this, so for people's future reference, ask where they are if they give you an extension number to call them back.

ANyway, started calling fresh trying to chase up the modem delivery armed with the refernece number. Like you, Dayloon, I got bounced around considerably, for a total of 45 minutes with also being disconnected midway through also. Sales to customer care and vice versa. However I managed to speak to a couple of managers, one in sales, who definitevley told me it was up to customer care to sort out the quick start deliveries. I eventually spoke to a manager in this division with whom I explained the predicament and the hassle I had had (politely though, of course ;)) and eventually they decided not to bother chasing up the delivery and organised an engineer to come round on Wednesday morning and swap out the modem. I asked about the £25 for this and they said it would be credited back in light of the circumstance so it appears I am getting a modem installed for free. Which, at the end of the day is good news. (I am however reminded of something an ex once said to me - don't count your condoms till you've *** in them). Fingers crossed :)

Bouncing around on the phone is a ball ache I do admit, and it is one area VM really need to sort out. The problem of it being 2+ companies bolted together I guess but we could speculate all day there I reckon.

But, for the benefit of saving others in the same situation time on the phone, get through to customer services and talk to a manager there if the regular call takers don't seem to know what's going on.

Best of luck upgraders.

alnya
07-06-2007, 17:13
My 14 day period expired last week, so I called up and asked what was going on. The person on the phone had actually heard of the modem upgrade page, asked if i was on a 10mb package (I am) and organized for an engineer to turn up, free of charge, to fit the new modem.

The engineer arrived today, and in no time installed the new modem. 1 hour later, my door bell rang, and I received... my new modem! So, now have two new modems!

So I guess modems are like buses now...

janipewter
07-06-2007, 18:27
Did you have to send your old modem back?

JackSon
07-06-2007, 18:43
The engineer did indeed come round and plug a new one in for free for me Wednesday, he also didn't take the old modem away which I was surprised about. He didn't call the MAC address in either so I had to do that over the phone an hour later when registration kept failing.

ic2
07-06-2007, 19:01
The engineer did indeed come round and plug a new one in for free for me Wednesday, he also didn't take the old modem away which I was surprised about. He didn't call the MAC address in either so I had to do that over the phone an hour later when registration kept failing.

Interesting how areas differ. Had my old 120 swapped out last Saturday and the engineer took the old modem away, plus he set up the MAC on his system ?(had a small lappy with him). Told me to wait 40 mins then try the web, I only had to wait 20 and off I went.

He was a very competant engineer

alnya
07-06-2007, 19:17
Engineer took my old one away, and like ic2, he set up the MAC for me, and waited till I had tested the web and a speedtest. Not sure what to do with the other one tho - anyone want it? :)

JackSon
07-06-2007, 20:00
Think they guy might have had a lot on that morning, I was seen at 8:15 so I could have been first in a long line of jobs. Not that's a complete excuse but, you know, human nature and all. He did tell me to give him 10 minutes to get the number called him, but after an hour it seemed he still hadn't gotten round to it.
Not that it was a major problem, as I was originally doing a self-install anyway, and it only took 2 mins for the guy at tech support to elp me register. In the grand scheme of things I still see it as successful if not completely by the book. It was free too as well.

c@tbyte
07-06-2007, 20:07
My engineer was brilliant. Checked all my cables, swapped my SB4100 for a NTL250, checked the signal, phoned in the MAC addy, waited till I was connected and all was working ok.
And all for free. :)

JackSon
07-06-2007, 20:14
Perhaps my house stank or something then ;)

c@tbyte
07-06-2007, 21:58
Perhaps my house stank or something then ;)

I was playing an Eric Johnson DVD on the TV at the time. Seems he was really into guitars and guitarists.

:LOL: