Hello, last week I was contacted by phone by a Virgin Media Agent, I got a new deal which included Virgin TV and 360 box, telephone line and an increase in broadband speed from 500mbps to 1000mbps
My TV box arrived on Friday and is now installed and working.
I didn't receive a phone handset for the landline, should I have?
But more importantly my speeds have not increased, I am still getting the 520mbps I've always had, when will the new speed be activated please?
You need to supply your own phone - it connects into the phone port on the back of the hub via an adapter that VM should have sent you (available cheaply if you need one quickly!). If you have a DECT/multiphone system, plug the first base unit into the Hub port through the adapter.
Have you done a Hub restart to ensure it has gone through the upgrade change over ? What devices are you testing speeds on - are they capable of >500? Is that on wifi or ethernet cable connections ? What upload speeds do you get ?
Test speeds at https://speedtest.samknows.com/ - or https://www.speedtest.net/ - try on 2 different browsers - as Chrome sometimes gives odd results.
Your connection speed package is displayed in the Hub settings "configuration data" page - log in an post up the data to see if the upgrade has happened
I'm assuming you already have a Hub4 or above. If you have a Hub3 this will only provide 600Mb maximum & will also need replacing.
If you are not sure what you have, follow the link below & scroll down to the hub specs section:
https://www.virginmedia.com/broadband/existing-customer-deals/hub
Go to http://192.168.0.1/, and in router status under configuration tell us what is the Max Traffic Rate in Primary Downstream Service Flow.
