Forum Discussion
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.
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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