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glengarry's avatar
glengarry
Joining in
7 days ago

Upgrade to M350 Volt Hasn't Happened

In February, I agreed to a contract change to upgrade from M125 to M350 Volt. In March, April and now in May, I have been charged for M350 however the speed increase has not happened.

I have tried VM customer services on several occasions. Each time, after about a half-hour wait, I was presented with a list of possible topics for discussion, none of which related to my enquiry. I was then connected to an auto-answering system which could not understand what I was saying or could not provide a suitable answer, and requested to try again later, then disconnected.

I tried the VM "Track Complaint" menu item on the VM website only to receive an error message "Oops, looks like something's gone wrong on our side. Please try again." It has been like that for months.

If anyone from VM is monitoring these posts, could they please help me sort this out so that I can use the M350 Volt service I have been paying for 3 months?

Glengarry

2 Replies

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  • newapollo's avatar
    newapollo
    Very Insightful Person
    7 days ago

    Have you logged into your hub settings and checked what speed you are actually provisioned for?

    Type 192.168.0.1 (192.168.100.1 if you are in Modem mode) into your browser URL bar and press enter.  When the page appears click ‘Check Router Status’  then click on the Configuration tab as indicated in the screenshot below.

    Also run a speed test using a wired device on https://samknows.com/realspeed/  This will show the exact speed to your hub and to your device.

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    7 days ago

    Hi glengarry 

    Thanks for posting and welcome to the community.

    Sorry to hear of the upgrade dispute. I'll send you a PM now to assist further.

    Best wishes.