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Clovis2k3
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50 to 70MB Speed Upgrade not happened...

Hi

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.

SpeedTests:
But all SpeedTest.net tests I've run are basically the same as before.
55.06 / 3.09 @ 8ms   -   12/08/2016 @ 7:35pm  (day of opt in email)
55.14 / 3.09 @ 7ms   -   23/9/2016 @ 7:30pm  (after "Upgrade")
55.15 / 3.08 @ 7ms   -   17/10/2016 @ 2:53pm  (current)

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
- Clovis2k3

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Message 2 of 11
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Re: 50 to 70MB Speed Upgrade not happened...

Hi Clovis2k3,

 

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.

 

Hope to hear from you soon

Sam


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Message 3 of 11
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Re: 50 to 70MB Speed Upgrade not happened...

Hi Samantha_L / Forum Team

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.

SpeedTests:
But, the speedtests seem a bit hit a miss to be honest, as show below:
64.10 / 5.10 @ 7ms  -  25/10/2016 @ 9:18pm
74.17 / 5.11 @ 7ms  -  25/10/2016 @ 9:25pm
75.08 / 5.13 @ 7ms  -  25/10/2016 @ 9:45pm
55.85 / 5.09 @ 9ms  -  25/10/2016 @ 10:09pm
68.72 / 5.10 @ 7ms  -  25/10/2016 @ 10:13pm

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)

Clovis2k3_Downstream_Powerlevels_25/10/2016Clovis2k3_Downstream_Powerlevels_25/10/2016

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
- Clovis2k3

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Message 4 of 11
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Re: 50 to 70MB Speed Upgrade not happened...

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.

 

Speak soon,

 

Nat_J

 

 


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Message 5 of 11
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Re: 50 to 70MB Speed Upgrade not happened...

Hi Nat_J / Forum Team

Thanks for getting back to me and for the information0
I'll wait to see if you get an update from Networks regarding the matter.

Thank you again for your help
- Clovis2k3

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BazPD
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Message 6 of 11
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Re: 50 to 70MB Speed Upgrade not happened...

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.

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Message 7 of 11
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Re: 50 to 70MB Speed Upgrade not happened...

Hi Clovis2k3,

 

Thanks for getting back to us.

 

I've taken a look at your connection, and the network is now showing as fine with no errors. The traffic and SNR (signal to noise ratio) is running stable and healthy.

 

How has your connection been since you last posted?

Are you testing through a wired or wireless connection?

Does this only happen during the evenings?

 

Let us know how you get on

Sam


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Message 8 of 11
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Re: 50 to 70MB Speed Upgrade not happened...

Hi Samantha,

Not sure what you are asking me in your message as my post was simply about Virgin Media's free broadband speed upgrade, which I have not received.

My post was to enquire how many Virgin Media customers were also promised the fre upgrade but have not received it.

What do you know about this?

Kind regards,

Barry

 

 

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Message 9 of 11
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Re: 50 to 70MB Speed Upgrade not happened...

Hi Barry,

 

Thanks for the reply.

 

In regards to my post, this was to Clovis2k3 as this is their thread, so apologies for the confusion.

 

I can see that you have created your own thread in regards to this issue and we will reply back to you as soon as we can on your own thread.

 

Regards

Sam


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Message 10 of 11
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Re: 50 to 70MB Speed Upgrade not happened...

Hi Samantha_L / Forum Team

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 20:40pmDownstream 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

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