Forum Discussion
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
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.
- Beth_G2 years agoForum Team
Hi steph1312
I do appreciate your frustration and I am sorry for the misunderstanding.
Looking at the Samknows data for your service, we can see that your Hub is receiving around 97mbs upload so it looks like this has been pushed through from what we can see.
Kind regards
- Anonymous2 years ago
Hi Beth,
I’ve been running Samknows multiple times a day and my upload is still capped to the router at 50Mbps, I’ve never received anything like the 97Mbps. Please can you advise what is being done to get the config file pushed?
Thanks
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