on 05-06-2024 22:20
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?
05-06-2024 22:52 - edited 05-06-2024 22:53
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
on 05-06-2024 23:21
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.
06-06-2024 10:49 - edited 06-06-2024 10:50
I switched the modem off (and is still off), and I still get the same text messages saying all is fine...
on 06-06-2024 11:45
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.
on 06-06-2024 12:02
Indeed. The issue is obvious, but trying to get support to understand is something else...
on 06-06-2024 18:58
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...
on 07-06-2024 10:50
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.
on 10-06-2024 09:52
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?
on 10-06-2024 11:21
@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.