Forum Discussion

Luk4shO's avatar
Luk4shO
Joining in
30 days ago

Upload speed addon not provisioned

Hi, I recently renewed my contract. The Virgin Media app shows my package as Full Fibre 1000×1000, but my actual speeds are 1000 down / ~110 up.

Before renewal I had 1000×1000 working perfectly fine, and nothing has changed on my end in terms of hardware or setup. This looks like a provisioning mismatch — my account profile has updated, but the Hub hasn’t pulled the new config.

Phone support keeps insisting on sending an engineer, but that isn’t necessary. What I actually need is for the provisioning/faults team to send a config refresh / re-hit to my Hub 5x so it downloads the correct upload profile from the OLT.

Could someone here please help with that? Thanks!

5 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    30 days ago

    As this is a Community Forum, and not a direct line to VM as such, it will take a day or two for a VM Mod to pick this up.  If you need is urgent, it would be best to phone Customer Services directly.

  • Luk4shO's avatar
    Luk4shO
    Joining in
    30 days ago

    Yeah I figured it won't be instant posting on here but that's my best shot atm considering I've already spent hours on the phone with the useless "customer support" that only reads from the script and defaults to a technician visit for something that's clearly not a hardware issue.

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    28 days ago

    HI Luk4shO 

    Welcome to the Community Forums. 

    Sorry to hear of your concerns with your upload speed. We can see on the systems on our side that you've already been in touch, and this looks to be resolved. 

    Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.

    • Luk4shO's avatar
      Luk4shO
      Joining in
      28 days ago

      Yeah it has been after unnecessary engineer visit. The only reason I've agreed to it was the fact that call centre teams were useless and I was tired of being on the phone for hours so I hoped he'll be able to contact someone who knows what this is about directly. Unnecessary waste of time and resources IMO as this could have been done over the phone if customer support was better at doing the "support" bit and not just blindly following the script.

      Thanks anyway for looking into it for me! 

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        28 days ago
        Luk4shO wrote:

        Unnecessary waste of time and resources IMO as this could have been done over the phone if customer support was better at doing the "support" bit and not just blindly following the script.

        Like a lot of CS issues on these Forums I guess.  The Mods here are great, but they can only do so much really.