VM 20 > 30 meg upgrade

cokecan · 6 Feb 2011 at 18:22

From what I've read you shouldn't NEED the superhub, people seem to think the ambit 256 should support 30meg (is the ambit DOCSIS1 or 2?) but it will only be using a single downstream channel where as the superhub (DOCSIS3) can bond multiple downstream channels which is apparently better

Steves1982 · 6 Feb 2011 at 20:10

I called retentions in November to get a better deal and mentioned about 50MB BB hoping to get it discounted if I signed a new 12 month contract. They didn't discount this but the woman told me that in Feb 2011 all 20MB broadband customers would be getting a free upgrade to 50MB.

Obviously this wasn't true as the upgrade is only to 30MB.

Do Virgin record their calls? If I ring up and complain and they listen to the recording surely they will have to give me the 50MB for the same price I pay now as that was agreed when I signed the new contract?

bulldog147 · 6 Feb 2011 at 20:13

Yes all calls are recorded. You need to ask to speak to the supervisor or manager to check of your last calls.

Steves1982 · 6 Feb 2011 at 20:15

Ok thanks,

Will do that this morning. I'm 100% sure that was what was agreed so I don't really think they can so no.

bulldog147 · 6 Feb 2011 at 20:15

Khaaan! said:
The SuperHub is a Netgear Gigabit N router but a very basic one, I don't know what Netgear model it borrows the internals from but not going to be a high end one that's for sure

Also the data usage reporting according to the SuperHub is inaccurate, apparently over the last 19hours this is what the hub reports compared to what the actual usage is on the right:

If VM got their numbers from the hub then that would be nice

You should deleted or hide your mac address!

bulldog147 · 6 Feb 2011 at 20:17

maximusmi2 said:
Ok thanks,

Will do that this morning. I'm 100% sure that was what was agreed so I don't really think they can so no.

They can't say no, it your right to ask them to check the last calls of recorded. I did that last time, as supervisor found my recorded calls a month ago when I was not suppose to be on the 12 months contract. They removed my 12 months contract.

Every calls are recorded on your account only. They will trace it.

Steves1982 · 6 Feb 2011 at 20:21

bulldog147 said:
They can't say no, it your right to ask them to check the last calls of recorded. I did that last time, as supervisor found my recorded calls a month ago when I was not suppose to be on the 12 months contract. They removed my 12 months contract.

Every calls are recorded on your account only. They will trace it.

That's good then as TBH it was one of the things that convinced me to stay and I have 9 months left on the contract.

I think the woman thought she was telling the truth but she must have just got her wires crossed. Can never be sure though as retentions teams will do/say anything usually to get you to stay.

mrk · 6 Feb 2011 at 21:04

bulldog147 said:
You should deleted or hide your mac address!

That's for my router, you can't do much with that outside of my LAN anyway

Participant · 7 Feb 2011 at 11:27

maximusmi2 said:
That's good then as TBH it was one of the things that convinced me to stay and I have 9 months left on the contract.

I think the woman thought she was telling the truth but she must have just got her wires crossed. Can never be sure though as retentions teams will do/say anything usually to get you to stay.

I doubt they will be bound by something said in error by some call centre gimp. What if they accidentally promised you a 100MB internet connection instead of 100Mb?

Regarding this Superhub, the use-your-own-router workaround looks good, but I'm stunned that WOL is not enabled!

Anyone know what wireless speeds I should be expecting from my WRT54GL (latest model)?

mrk · 7 Feb 2011 at 11:55

I don't think you'll be maxing a 30MB connection on Wireless G, I have a spare PC upstairs on a G connection and it gets between 2.2 and 2.4MB/sec just it's just about reaching the limits of a 20MB line.

Ideally you want Wireless N @ 150Mbps minimum for over 20MB lines.

markk · 7 Feb 2011 at 12:10

MeatLoaf said:
Virgin are wanting to charge a £30 fee to upgrade fom 20 to 30Mb

Your up to 20Mb broadband is fast, but we're writing to let you know about the launch of our new up to 30Mb broadband speed. The good news is that we're offering it to you as a valued up to 20Mb customer first, for a one off fee of just £30, and no extra monthly cost.

Now, my letter did not mention a one off £30 fee.....

My VM letter said:
That's why we're writing to let you know that we're just about to launch our brand new up to 30Mb broadband speed. The good news is that we're offering it to you as a valued up to 20Mb customer first.

Not only will we upgrade you but we'll also send you our new Super Hub - a fast modem and wireless router, all in one, the the latest encryption technology to keep you safe online, and at no extra cost.

Participant · 7 Feb 2011 at 12:19

Khaaan! said:
I don't think you'll be maxing a 30MB connection on Wireless G, I have a spare PC upstairs on a G connection and it gets between 2.2 and 2.4MB/sec just it's just about reaching the limits of a 20MB line.

Ideally you want Wireless N @ 150Mbps minimum for over 20MB lines.

Hmmm that's fairly annoying. Ho hum I'll try it out, and if I only get ~20Mb I'll have to run RJ45 upstairs!

markk said:
Now, my letter did not mention a one off £30 fee.....

What's your situation? Are you a 'VIP' customer, just upgraded, etc.? My letter looked like MeatLoaf's and I'm a mid-range out of contract customer, but one that upgraded to 20Mb ages ago.

farmer · 7 Feb 2011 at 17:50

cokecan72 said:
From what I've read you shouldn't NEED the superhub, people seem to think the ambit 256 should support 30meg (is the ambit DOCSIS1 or 2?) but it will only be using a single downstream channel where as the superhub (DOCSIS3) can bond multiple downstream channels which is apparently better

DOCSIS2 should be good for 40Mb in the UK and about 32Mb in the US iirc. (depends on the frequency of the channel)

But obviously VM are only selling 30Mb+ as a multiple channel option to cover their backsides.

For their part, I say good on! I would rather pay £30 'activation fee' for a £1.50 monthly price drop, and a DOCSIS3 modem to help prevent any issues arising in the future (such as that 1 channel becoming over-subscribed).

Can anyone who has recently upgraded from a DOCSIS2 package to a DOCSIS3 package confirm if the latency and jitter are all still ok.
Have heard a few rumors that once you go to multiple channels your more succeptable to ping spikes due to data sync between channels but nothing confirmed.
If the pings deteriorate massivly then I will cancel my upgrade; im not due to be installed until the 19th.

Im confused about some people just getting a Superhub sent to them and having to activate it yourself. I was told my long wait (ordered on the 2nd) was due to lack of engineer availability to install the new superhub. I did ask if they could just post it out to me and I would connect it myself but was told they had to come out to do the install. Woman said I needed a new cable for it?
I hope not as I have recently decorated and in doing so removed the disgusting cable from the skirting and run it in under the floor to where I wanted it. The last thing I want now is another exposed cable! Id rather rip my floor back up again to run it under the new chipboard!

Duke · 7 Feb 2011 at 17:54

farmer said:
Can anyone who has recently upgraded from a DOCSIS2 package to a DOCSIS3 package confirm if the latency and jitter are all still ok.
Have heard a few rumors that once you go to multiple channels your more succeptable to ping spikes due to data sync between channels but nothing confirmed.
If the pings deteriorate massivly then I will cancel my upgrade; im not due to be installed until the 19th.

Im confused about some people just getting a Superhub sent to them and having to activate it yourself. I was told my long wait (ordered on the 2nd) was due to lack of engineer availability to install the new superhub. I did ask if they could just post it out to me and I would connect it myself but was told they had to come out to do the install. Woman said I needed a new cable for it?
I hope not as I have recently decorated and in doing so removed the disgusting cable from the skirting and run it in under the floor to where I wanted it. The last thing I want now is another exposed cable! Id rather rip my floor back up again to run it under the new chipboard!

I've got VM coming out to install mine on Wednesday so will let you know how it goes.

bulldog147 · 7 Feb 2011 at 18:15

Just got letter from virgin media of new 12 months contract with 30 Meg cost me £28.50 a month as there is no discount loyalty of £5.00 off as a promise agreement over the phone and I am fuming furious whoever this person is lies about discount loyalty will still applied as pure of our agreement on the phone calls on 1st February. I had called up virgin media and spoken to supervisor about the recorded calls on 1st February and the advisor say it will be £23.50 a month with £5.00 discount and they put me on pause for 7 mins and got back to me and they had told me that I lose my loyalty discount when I had 30 meg and I say I am sorry I don't agreed with this, it not pure our agreement otherwise I would not have any 30 Meg. The manager hung up and that disgraceful.

How could virgin media lied about promise to agreement ? They shouldn't deal over the phone, why can't they deal online with a GENUINE PROOF of discount loyalty, cost of service before signed agreement?

Fed up of them lies and promises.

End up paying £30.00 activation fee, paying £28.50 and lost all my discount loyalty. And now have to stay with 30 meg for 12 months. They refuse to downgrade to 10 Meg at £21.00 per month.

farmer · 7 Feb 2011 at 18:26

Duke said:
I've got VM coming out to install mine on Wednesday so will let you know how it goes.

:thumbsup

Cheers matey!

Participant · 7 Feb 2011 at 20:05

bulldog147 said:
Fed up of them lies and promises.

End up paying £30.00 activation fee, paying £28.50 and lost all my discount loyalty. And now have to stay with 30 meg for 12 months. They refuse to downgrade to 10 Meg at £21.00 per month.

Hmmm...you should have a calling off period. Call retentions and threaten to cancel. Though their small print on the website does say that customers on non-standard pricing will be reverted to standard. The only discount I'm getting is £17 per month for taking three services.

mrk · 7 Feb 2011 at 20:06

YOu have 7 days to cancel, the letter you get a day later confirms this.

Speed · 7 Feb 2011 at 20:41

Got my Superhub today, was a pain to activate, call took like 17 minutes so thankfully it was free. No sign of the 30MB speeds yet, he did say it can take up to 24 hours.. lol.

How long did you have to wait guys after activating the Superhub until the 30MB speeds showed up?

mrk · 7 Feb 2011 at 20:52

24 hours? It should be instant. They might not have closed your work order off. Log onto the superhub and check the connection, your down connection rate should be 30MB.