Cable TV's free upgrade for broadband

Ratboy

I checked Cables website with my postcode, to see when my 'free' upgrade from 10-20Mb would occur.

It stated that the upgrade in my area would be complete by 28 February.

I didn't receive that.

I also don't receive a bill from them, and when I call them to check my bill, or check on the computer the bill is there. They are adament that I set up ebilling in January. When I log into their homepage, it states 'ebilling NOT set up', they don't understand this.

So, as it's not February, I called to ask, why haven't sent my bill; and why haven't they upgraded my broadband?

Nilrem

I can't help with billing, but have you turned the modem off for a while and then back on?
Cable modems get their speed set when they boot up and get authorised for the network (part of that includes them receiving a config file with the speeds allowed for the account).
So if you turn the modem off for a while, then turn it back on it should collect the latest version of the config file.

Also what modem do you have?
Some old modems can't cope with 20mb, but unless you've got one that is about 5+ years old you shouldn't run into that (the small black or blue modems about 4 inches square and an inch tall are ok with 20mb).


It's also worth noting the upgrade dates on their webpage are generally estimates rather than hard and fast, as if the area needs unexpected work, or another area has a failure that can delay it* (our area slipped by about 4-5 months from it's original date, changing about 2 months before it was due to have the upgrade).



*IE if say an area has a lot of damage or problems due to flooding, most companies will divert resources to get them up and running as a priority over planned upgrades.