Upload Question Again WN5 Area

[radioredcat]

Yesterday we lost tv/internet so rang virgin to report it and while i was on the phone  i asked about my upload speed and was told we should be on 1 meg.

I said that my upload speed is 512 and i had read that my modem is not compatible (motorola sb5100) he said it was and he does not know why it is still 512 but he will look in to it.

Last year i posted this question here and was told our area had not been uplifted at that time august 2011 so i want to know have we or havn't we been uplifted yet as if my modem is not compatible i wont know.

So does anyone have the correct answer to this question.

Andy 

[swt4ajp]

simple answer is no that modem is too old and vm havent wrote the config file for it so you would need to upgrade your equiptment

what you got told on the phone was incorrect.

[radioredcat]

Thanks for the reply i have been to my neighbours and his upload speed is now 1 meg and mine is still 512 so this proves the point that the motorola SB5100 is not compatible which is what we already know.

I think it's time to look elsewhere for broadband.

Andy 

[swt4ajp]

hi

you dont need to look else where you are entitled to a new superhub free of charge due to not being able to receive the full speeds

i recommend phoning tech support on 150 (free from a vm landline) option 2,3,2

or wait here for 3-7 days for a member of staff to reply here

[radioredcat]

Thanks for the reply i have decided to ring virgin but not for a new modem but to cancel my account.

I post this problem in aug 11 and they knew i had an incompatible modem although we had not been upgraded  at that time how was i supposed to know when we upgraded without asking someone else because i wont see the upgrade because my modem won't support it.

I totally feel left out in the cold and i am very disaappointed by this episode and it's not the first problem i have had with my account since i have had since the telewest days 

I have had good service over the years and i am also disappointed in loosing a good internet service but i am not staying with a customer service like this.

Andy 

[Ralph_R]

Hi radioredcat,

Apologies for the incorrect information that you received when you last called, your area has been upgraded and you are entitled to 1mb upload speeds.

Replacement Superhubs are being sent out in in response to improvements and upgrades to our service where the old equipment is no longer compatible, again apologies you have not received this.

I have ordered a replacement Superhub for you now which should be with you in the next 3-5 working days.

[radioredcat]

Thanks Ralph i received the superhub yesterday and set it up but did have a problem with the laptops so i had to ring up and he took control of the laptop and tried varous things but after changing the last digit o the SSID that worked.

I have a problem as i can't access the modem to change the SSID name password as i have tried (admin/changename) and this does not work and i am using a wired pc.

Anyone any ideas.

Andy 

[Benjamin_T]

Hi radioredcat,

Have you tried a pinhole reset?

If not, please try a pinhole reset. That should reset the username and password to the default settings.

[radioredcat]

Thanks that has worked i was worried that wireless would go awol but it hasn't so all is good now.

I am now getting my 1 meg upload.

Andy 

[Jen_A]

Hi radioredcat,

Thankyou for updating us and we're glad that the issue is now resolved.