After maintenance in my area today. the upload changed from over 100Mbps to 52.5. Checking the HUB5 Configuration, I can see the reason: The upload profile has changed to 55000270 bps.Download remain the same at: 1230000450 bps.I called support to inform them, but they seem clueless and could only say they will monitor for 24 hours, and think it's fine, and even asked why I needed more speed as if I should be happy with 50Mb(even though I'm paying for double). Here is the text messages I got:"Hi there. We're sorry you're having connection issues. We'll keep an eye on your connection over the next 24 hours and update you along the way.""Hi again. We've checked your connection and it's looking good. We'll keep an eye on it until 06/06/24 17:38:19."Is this normal for support these days?

The VM support system is broken. Has been since 2020 when they moved the forum into Social Media department. Yah - OK?P.S.: ... and defrocked me for saying so - repeatedly.

Hello, we’ve identified the issue and this is now resolved. You will need to carry out a reboot of your hub to rectify the issue. Regards Community Moderators

5th June - 16th July to resolve a 5 minute job. well, maybe 1 hour to identify, 1 minute to correct, and 2-3 to reboot the modems to download the updated config. All the lies from support as mentioned here...truly sad is all I can say.

Two weeks in and the Forum Team have done nothing to get this simple matter resolved. Shocking.

Wow, this thread is painful to read.This is quite literally a 20-25 second job from initial report to full resolution. The fact that this has dragged on for 2 weeks without resolution is absolutely bizarre.Makes you wonder how many people have their configurations adjusted without their knowledge. I wish there was an organisation which regulates companies like VM. Unfortunately no such regulators in the UK.

HUB5 Modem profile changed after maintenance to 50% of the upload speed on 1GB package.

legacy1
Alessandro Volta
8 months ago
They made a mistake in thinking people wouldn't use it which causes everyone to ping spike when enough upload.
and they can likely get away by doing this as your paying for download speed
- phonic2k
  Dialled in
  8 months ago
  The package states clearly in my contract 104Mbps not 52Mbps. I upgraded from 500/50 to 1Gb for the upload speed not download. It was getting 104Mb until the maintenance then the modern profile changed so I will never get above 52Mb. We have more maintenance Friday, so I may be on 25Mb by the weekend.
  - phonic2k
    Dialled in
    8 months ago
    I switched the modem off (and is still off), and I still get the same text messages saying all is fine...
Sephiroth
Alessandro Volta
8 months ago
THIS IS a problem that the Forum Team, when they get to this thread, should be able to take forward, albeit at snail’s pace.
A duff configuration file has been sent to your Hub from the VM end and this needs correcting.
- phonic2k
  Dialled in
  8 months ago
  Indeed. The issue is obvious, but trying to get support to understand is something else...
phonic2k
Dialled in
8 months ago
They think all is fine, and even got a text(I even left the modem off most of the day). Training is desperately needed. Useless...
phonic2k
Dialled in
8 months ago
After speaking with support from a UK call centre, the issue is that support really can't do anything these days, and can only book an engineer visit. So that's the needless route he's had to take due to the only option available.

Support has no idea what maintenance is being carried out, leaving them completely blind. It's not their fault, VM has crippled support to what they know and what they can do these days. I'm so glad FTTP is now available in my area.
- Ashleigh_C
  Forum Team
  8 months ago
  Hi there phonic2k
  
  Thank you so much for your post and welcome to the community forums, it's great to have you here.
  
  I am so sorry to hear that you have faced this issue with your service and thank you so much to the community team for their advise here so far.
  
  I am so sorry that this issue has been ongoing and we would like to do all we can to assist. Can I just check first, has an engineer been booked?
  - Tudor
    Very Insightful Person
    8 months ago
    Ashleigh_C said "Can I just check first, has an engineer been booked? " Where does this come into the equation? The OP is complaining that his config file on the hub is incorrect for his 1G service. I don’t believe a technician can change the hubs config file.
- vmrunreliable
  Superfast
  8 months ago
  Pay peanuts, you get monkeys!
  - Sephiroth
    Alessandro Volta
    8 months ago
    More like entrust support to the yah-ok mob (social media) and this is what you get.
Sephiroth
Alessandro Volta
8 months ago
The VM support system is broken. Has been since 2020 when they moved the forum into Social Media department. Yah - OK?
P.S.: ... and defrocked me for saying so - repeatedly.
BrokenHope
Up to speed
8 months ago
Same exact thing has happened to me and the forum support are clueless, told me to check the status page like that would somehow get me a correct config file.
https://community.virginmedia.com/t5/Speed/Upload-downgraded-after-maintenance/td-p/5528086

It’s fine though I can now get CityFibre and the likes of IDNet where their support actually have a clue.
Sephiroth
Alessandro Volta
8 months ago
@ForumTeam - Why can't you deal with this by escalating to the right place in VM? This is absolutely ridiculous.
- BrokenHope
  Up to speed
  8 months ago
  I've had a PM where I'm assuming they are going to try and book an engineer which is pointless as they have no control over config files being sent to customers.
  Honestly glad I'll be moving to IDNet soon, from what I've read many times online their customer service actually knows what they are talking about and can actually get things sorted and quickly.
phonic2k
Dialled in
8 months ago
It gets worse. I'm on the phone with support and they say no engineer was ever booked or scheduled for today??
It was booked on Friday and VM sent a text to confirm:
phonic2k
Dialled in
8 months ago
After 61 minutes on the phone I managed to get another engineer visit on Thursday 12pm-4pm, and will bring a new HUB5. Even though the current HUB5 is not at fault, a new MAC address activation form the new HUB5 may trigger the correct profile being downloaded from the TFTP server. This issue could be quickly resolved server side without any engineer visit.
phonic2k
Dialled in
8 months ago
Well, engineer arrived at 11:45am today. It was not the best of starts when he asked me to run a speed test when he knew the configuration was still showing 55000720 bps (52.45Mbps) thinking it will showing better results. He clearly did not understood the provisioning side that well. Anyway, he could not provide a new HUB5 as the current one is working fine. I KNOW!!!

Anyway, after some explaining, he said he's going to escalate the issue to networking, but not to expect it to be fixed overnight. I suspect it's another mistake after maintenance. Simple to verify and to fix if they are interested but as my speeds are below the guaranteed speed on my contract, I have the right to cancel, and move to fibre as FTTP is now available in my area.
- Carley_S
  Forum Team
  8 months ago
  Hi phonic2k
  
  Sorry to hear that you weren't happy with the engineer visit.
  
  Glad to hear they've raised this to networks and escalated this to backend to look into your Hub configuration at their side.
  
  Keep us posted if you've not seen any changes to your upstream speeds within the next week and we'll look into this further for you.
  - phonic2k
    Dialled in
    8 months ago
    @Carley_S You do know you're in breach of contract?
    I have no idea if the engineer really informed anyone as support have no idea about anything and only keep repeating the same broken record of "please turn HUB off and on." foolishness. Why can't support escalate issues the correct department and check on the status as they used to do? I'm not sure why they exist as they serve little to no purpose these days.
- Sephiroth
  Alessandro Volta
  8 months ago
  This sort of provisioning is scripted. If there's an error in the script, especially one as glaring as this, it's a 5 minute fix at the network engineer's end and then a multicast push if it's across an area or a directed push to your Hub.
  Your real challenge is that the Forum Team have said in the past that they have no handle on Networks; no contact route.
  But I recommend that you ask the Forum Team to provide a ticket number which the tech/engineers should have caused to be raised. And good luck with that!
  - phonic2k
    Dialled in
    8 months ago
    @Sephiroth I spent 20 minutes explaining the process in detail to the engineer of what needs to be done to resolve the issue. Training has definitely been cut to the minimum these days.