Still on 20MB.....! And new super hub?

[sugarpoppy]

It just occured to me the other day that I should check the speed I am receiving.

After doing a little research, I noticed that I am still getting 20MB, even though the contract I signed up for was on the basis that we would "soon" be getting the 60MB.  Needless to say, the "when will I get my speed increased" page now states it won't be until next year, when I was told October 2012 at the latest.

As 20MB is no longer available as a package, I should be getting 30MB, this is what I remember from my conversations with staff so eager to keep me as a customer.

Also, should I have received the new Superhub?  I am still using the D-link router.

Thanks

[AMWSmith]

You should give retentions a call and see what your on and tell them what you was promised and so.

Without a superhub or a VMNG300 you will not get anything more then 20mb since those are the only modems that can do more the 20mb.

My Guess is that you have a AmBit256 or even one of the older modems (The device before the D-Link) and these are DOCSIS1/2 Modems and are not capable of anything more then 20Mb.

You will need a Superhub to use the DOCSIS3 network that run the 30/60/100 meg tiers.

As I said get onto retenetions as thay can sort this out for you and hopefully send out a superhub as well.

[BenMcr · Accepted solution]

Just to make it clear, if it is sorted out, you should go straight onto 60Mbit now, as all upgrades are to the new speeds

The reason this is possible rather now is because to do the mass uplifts requires a lot of extra capacity to cover tens of thousands of users so takes time to add that capacity across the network, compared with lower numbers of requested upgrades.

If you get put onto 30Mbit now, it's L 30 which won't get a further upgrade.

[sugarpoppy]

Any idea of the best number to call?- I am easily frustrated by call centres....and have limited patience for the automated systems....  thanks

[AMWSmith · Accepted solution]

150 if you have a virgin phone or virgin mobile phone. otherwise it's 0845 454 1111

Option 5 (Moveing house or thinking of leaving us) then follwo the options for thinking of leaving us.

This will getyou to the retentions team AKA Customer relations.

[sugarpoppy]

Hi chaps, thanks for the advice....they are coming to up upgrade it to 60mb this next week!