Forum Discussion
Hey steph1312, thank you for reaching out and I am so sorry to hear about this.
I have taken a look at our side and I can see you've spoke to the team since this post, did they manage to help at all? Cheers
Hi Matt,
Thanks for your reply, unfortunately I haven’t made any progress, it seems all I need is an updated configuration profile sending to the router that changes the maximum upstream traffic rate to the new speed now I have the upgrade enabled on the infrastructure.
Please can you assist?
Thanks, Stephanie
- Jodi_S2 years agoForum Team
Thanks for coming back to us steph1312,
Remotely looking, we can see that you have contacted the team since your last post again. We can see a faults ticket has been raised in conjunction with this issue.
Have our faults team updated you this issue?
Kind regards Jodi.
- Anonymous2 years ago
Hi Jodi,
No matter how many times I try and call, which has been over 10 times now(!) my issue just isn’t being understood. My area has received the updated channels to allow 104Mbps upload speed but my router’s configuration file is limiting it to 52Mbps. My neighbour has received the upgrade but I haven’t and we’re on exactly the same package.
I’ve now had two engineers visiting my property advising they can’t manually change the config file, I’ve had new service codes sent to my hub 5 and I’ve had the hub 5 replaced and I’m still no further forward.
I feel very unfairly treated by Virgin and have been given misinformation on a number of occasions. My router just needs an updated configuration file, I would be grateful if you can help get this fixed once and for all.- WorstISP2 years agoSuperfast
Hi Steph, you're better off going through the official complaints process at this stage if Virgin Media aren't willing to fix their mistake.
https://www.virginmedia.com/help/complaints
After 8 weeks you can escalate to the Ombudsman.
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