This post is in regard to the "Free" speed upgrade that I was offered to move from a 50mb connection to 70mb that I was offered and suppose to be receiving back in August/September. Yet so far I've seen no change or increase in my speeds since I chose to opt into the increase.
Backgroud: Received "70Mb Speed Upgrade" opt in email - 12/08/2016 and chose to opt in for "Free" upgrade. Email / webpage stated that I didn't need any change in Hardware equipment. Received 2 emails stating I should be running at my new "70mb" speed - 06/09/2016 & 12/09/2016 Even My Virgin Media page currently says I'm on the 70mb contract.
PC / Router Setup: I have SuperHub v1 (VMDG480) in modem mode, wired via 5m Cat5e to a ASUS RT-AC66U router. Which is wired directly via 1m Cat5e cable to my main Desktop PC with gigabit ethernet (which all speedtests were run on). I've even tried taking out the AC66U and running the speedtests with the SuperHub operating in normal mode, but still the same speed and no observable change on the Status pages on the SuperHub.
I've tried restarting, powering off and leaving it overnight, even pin resetting the Superhub to see if any sort of change or increase would take effect.
SuperHub Operational Configuration page states I have Max Traffic Rate: 57500000 bps Downstream and 3170000 bps Upstream (today) Which I would assume I'm still implies I'm still only on 50mb Down and 3mb Up.
Don't know if anyone could give some help or advice would be appreciated. Otherwise I might have to spend an hour on the phone to VM Support.
Thanks for taking the time to post on the community. It's nice to have you back here.
I'm sorry to read that there have been issues with the free speed upgrade.
Looking at the information you posted it does suggest that the router is still locked on at 50 Mbps. I've gone into your account to get this corrected. Can you check the router to make sure this has been changed please? You can also complete a speed test to see if there is a difference.
The speed profile now seems to be sorted, After a reboot of my SuperHub, the Operational Configuration page states I have a Max Traffic Rate: 80500000 bps Downstream and 5250000 bps Upstream Which I now work out to be 70mbit Down and 5mbit Up.
I did try downloading a 512MB test file using a download manager from Thinkbroadband to be sure (in between the tests above), and the speed did fluctuate between 7.5 to 9.5 mb/sec with some low drops to 5.5mb/sec.
I don't know if the above is a result of anything, such as: Contention, Peak Usage, Traffic Management or a possible issue with my connection or in the area.
But looking my Router Status pages, this does seem a bit out of the ordinary to me. As the DS-4 does seem a bit out compared to the others, whether this sheds some light on anything, I don't know. (I must admit I don't understand the intricacies behind the below values)
But thank you again for getting the issue on the account corrected. And any advice on the above fluctuating speed differences, would be welcome.
Thanks for getting back to us about this Clovis2k3,
Really sorry about the connection issue experienced.
I've had a look at your account and there are no issues detected with the equipment and nothing has been raised regarding the network segment, however, after investigating the state of this, there does appear to be some issues present and I have flagged this over with Networks to investigate.
I will make sure to get back to you as soon as I receive an update on this.
I was promised free upgrade in 2015, emailed its availability in August 2016, clicked to receive it, but have not got it! I have a complaint dispute open through "Resolver" but have only had contact from VM complaints dept., no technical contact. My complaint has been dragging on for weeks with account changes I did not ask for. Very annoyed as still not resolved.
Sorry for the little delay, but my connection seems to be stabilised better than it was on the first few days. I've run a few speedtests since and all are in the 75-77 Mbit Download range, with 5.11 Mbit Upload rate.Downloading files or test files do seem more stable than it was and not fluctuating as much in terms of download rate as well.
The DS-4 Power level on the SuperHub is still lower as shown than all the others downstream levels as mentioned above, but if this is normal. Then I guess there's nothing to worry about.
Downstream status, 22/11/2016 20:40pm So hopefully the matter is now solved and sorted.
Thanks again to you and the team for all your help. - Clovis2k3