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phonic2k's avatar
phonic2k
Dialled in
2 years ago

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

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?

166 Replies

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  • phonic2k's avatar
    phonic2k
    Dialled in
    12 months ago


    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.

    • Tudor's avatar
      Tudor
      Very Insightful Person
      12 months ago

      Glad it’s fixed, but 150+ responses to get a very simplistic problem fixed is totally out of order.

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    12 months ago

    The Moderator didn't lie!  Well kept in reserve.

    On a serious note, though:  the joy of resolution is wholly countered by the misery caused by VM's incompetence.

  • bally12345's avatar
    bally12345
    Dialled in
    12 months ago

    Just checked config page and now showing Max Traffic Rate 110000274 bps 

    No reboot or factory reset done

    • phonic2k's avatar
      phonic2k
      Dialled in
      12 months ago

      Yes, just a simple reboot is all that's needed to download the new config, no factory reset, or changing the mode back to router.

  • phonic2k's avatar
    phonic2k
    Dialled in
    12 months ago

    A full investigation needs to be carried out, and a formal apology along with compensation to all affected customers. If Virgin Media expects to retain customers, support needs significant improvement.

    As an engineer with over 25 years of experience, this situation is truly shocking.

  • madwayne's avatar
    madwayne
    Dialled in
    12 months ago

    Do think that link sums VM up perfectly in terms of poor service to fix simply issues and the level of support offered by the support team is clearly not by competent support engineers, they come across as script readers.

    • Sephiroth's avatar
      Sephiroth
      Alessandro Volta
      12 months ago

      Spot on.  If you’re lucky like me, the only interaction with support is having fun on the forums!  I’ve only needed support once or twice and I get the feeling that the higher bill payers, say £100+, get priority when a problem is called in over the phone.