Forum Discussion

Tuffgiraffe's avatar
Tuffgiraffe
Settling in
26 days ago

Upgraded - when do i get greater speed - Setup needed?

Hi

I am existing customer and have renewed - my new contract starts today.  Much is the same apart from i'm jumping to 1gb speed from 500.

I have got (today) a Stream box which is additional to my wifi hub and TV box I already have.

I was told I can keep the box and hub and this Stream box acts like an additional box in the house which will be connected to a different TV.

When will the speed change to my new rate?

Do I have to setup the new box now for it to register? (I want to hold off connecting as the new TV will be for a birthday present next month).

Can I just wait for a month then connect the Stream box to my existing setup?  If so will this effect when my 1gb speed gets "switched on"?

TIA

 

7 Replies

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

    Hi Tuffgiraffe,

    Which hub do you have?  

    Normally customers on an M500 connection are supplied with a hub 3.

    You need either a hub 4 or a hub 5 to be able to access a Gig1 speed.

    If you already have a hub 4 or hub 5 then try rebooting the hub.

    It is possible that you also need to install the Stream box to complete the full upgrade, although I wouldn't have thought so.

    EDIT

    I forgot to say, you can check the speed you are currently on by looking at the Configuration tab in the hub settings.  You should'nt need to log in there, just click on Check router status (below the password box)

    Then check that the Max Traffic Rate shows as 1230000450 bps under the Primary Downstream Service Flow section.

     

    • Tuffgiraffe's avatar
      Tuffgiraffe
      Settling in
      26 days ago

      Think its a Hub 5 box - I believe the engineer said it was the latest "Smart" hub thats clever to get the best wifi around your house (installed March 24)

    • Tuffgiraffe's avatar
      Tuffgiraffe
      Settling in
      26 days ago

      Its def a Hub 5 box - check with your advice and i have 575000085 in that box.

      I have restarted Hub - no change.

      When I did a speed test it says i'm on virgin media 500x50 - I'm guessing I haven't been activated yet?

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

        Hi again Tuffgiraffe​ 

        No it definitely hasn't been upgraded to the Gig1 speed yet.  You definitely have the correct hub for the new speed.

        I'm now thinking about other posts where customers have ordered additional TV channels along with a new hub, and the TV channels haven't been added until the new hub was activated, so it may be a similar case  but in reverse, the set top box needs activating before the speed upgrade will be applied.

        Even though you want to hold off connecting the Stream box until  your birthday next month I suggest that you do it now. (you can always unplug it after itthat activates, or activate it and leave it switched off until your birthday)  and thyat will probably kickstart the speed upgrade.

    • Tuffgiraffe's avatar
      Tuffgiraffe
      Settling in
      26 days ago

      Its def a Hub 5 box - check with your advice and i have 575000085 in that box.

      I have restarted Hub - no change.

      When I did a speed test it says i'm on virgin media 500x50 - I'm guessing I haven't been activated yet?

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        23 days ago

        Hi Tuffgiraffe, 

        Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

        When upgrading your package, if equipment is needed then the new package will only go live once the new equipment is installed and activated. As the speed increase is part of the upgrade, you'll need to activate the new stream box in order for the package to go live. 

        Once it's gone live, the new speeds will be active 😊

        Many thanks, 

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    26 days ago

    When you upgrade your speed tier, VM's needs to update your account details and then send a new configuration file for your speed profile to your Hub 5. This is a manual process and can take days if the upgrade was done online, but is likely to be done almost immediately if done over the phone.