100mb upgrade - no engineers available for 2 months??

[mupet0000]

Hi,

I just got off the phone with VM, I'm currently on 50mb and have been for many years, recently had some issues and my modem was swapped for a Superhub. My internet seems to be perfectly fine now and I wanted to upgrade to 100mb.

100mb is available in my area so I called up and asked to upgrade, even though I have the superhub already I was told I need an engineer to come and install it but it would be a free installation. I was told the next booking time for an engineer is the 22nd of February 2012, I asked why weren't there any closer dates and he didn't know.

Can someone explain to me why I have to wait so long for an engineer to visit and why, or is the person I spoke to wrong?

Thanks.

[jb66]

I can't explain why you need an engineer at all!

[D4rkH3art1984]

I rang up to order 100mb on Friday, was told 16th January was the next available appointment, then suddenly the CSA found one for today.  Guy turned up at quarter to five, swapped my SuperHub over (Can't understand why?) then disappeared.  So glad I didn't have to pay £49.95 for 10 minutes work!

[mupet0000]

I rang up today and spoke to someone else just to make sure. She says the engineers are very busy at the moment and that's why the date is so far away but she's escalated it to her manager to see if she can get me an earlier date.

I told her I already have the superhub and it should just be a case of clicking a button on her end but she said she can't do anything without that engineer and she also doesn't know why I need an engineer.

I hope I get a call like D4rkH3art did. Swapping my superhub would be pointless too, I only got it last month and it handles my 50mb connection perfectly.

[Connoleg]

It's a rip-off, the super hub (sic) operates at 30-100 as far as I understand, confirmed by my engineer who installed my 30meg Replace one super hub with another for £50, come on virgin we ain't stupid!

[mupet0000]

They aren't charging me for another superhub. Anyway they called me on friday and have found an engineer for Monday, that's better.

Will update and tell you what the engineer actually does if anything.

[mupet0000]

Engineer came today, he had to drive 110 miles just for this job.

He saw I had a superhub and knew that it should have been a remote upgrade, he tried to call up about it but the wait time was so long he just ended up swapping for a new superhub which activated pretty quickly without him having to call anyone.

It seems everyone knows it can be done as a remote upgrade except the people who do the remote upgrades.

I called up vm support about it again simply to be told this time that my superhub was an old model and it needed to be replaced. I highly doubt that seen as it was brand new out of the box a few weeks ago and the engineer thought it was fine for 100mb. It's a shame customer support want to waste everyones time but it seems we cannot do anything about it.

Anyway on a good note, 100mb is working great and I'm getting maximum speed constantly, very happy so far.

[ozsat]

I had (still have) the old blue modem.

When I called up to ask about upgrading to 100mb I was told I didn't need a visit as my modem was compatible and 2 minutes later the 100mb was active.

[BenMcr]

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ozsat wrote:

I had (still have) the old blue modem.

When I called up to ask about upgrading to 100mb I was told I didn't need a visit as my modem was compatible and 2 minutes later the 100mb was active.

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The blue ntl modems are not compatible with the 100Mbit service as delivered by Virgin Media. You need a SuperHub (or possibly a VMNG300 modem if you are in a 4 downstream area)