Forum Discussion

Luk4shO's avatar
Luk4shO
Just joined
11 hours 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!

2 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    10 hours 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
    Just joined
    10 hours 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.