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rredpath24's avatar
rredpath24
Joining in
2 years ago

Upgrade of package - no increase in speed

Hi,

I recently upgraded my broadband speed from 250 Fibre to Gig1 Fibre which should have come into effect from today (13/12/23). However, my speeds aren't showing this increase and are actually currently running a lot slower than my old speed of 250mb.

My package under My Account on My Virgin Media is also showing my old speed and hasn't updated either, is this normal? I did call the helpline but I'm sorry to say I spoke to a very unhelpful person who told me to wait 24 hours, a ploy to get me off the call in my opinion. 

Any help or advice would be greatly appreciated.

Thanks

3 Replies

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  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 years ago

    Check the conf settings on the Hub. It will show what speed has been provisioned.
    It's Configuration tab - Primary Downstream Service Flow - Max Traffic Rate.

    If it's not correct, you can wait here a couple of days for a VM Mod to pick this up and discuss with you.

    You could also try a pinhole reset to force any change down to your Hub.

  • rredpath24's avatar
    rredpath24
    Joining in
    2 years ago

    Thanks for the reply, I've checked and these are my readings here:

    Is this the correct number you'd expect to see for gig1 fibre?

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 years ago

    Yes, that's correct for 1Gb.  Try the VM Hub firmware speed test www.samknows.com/realspeed

    This will show the speed being supplied to the Hub over the circuit.  Post the results for comments,