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

[phonic2k]

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?

[Sephiroth]

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]

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.

[vmrunreliable]

Pay peanuts, you get monkeys!

[Sephiroth]

More like entrust support to the yah-ok mob (social media) and this is what you get.  

[phonic2k]

Yes, support booked an engineer visit as they had no other option as explained already. The appointment was for today between 4PM-7PM, and they have not even turned up yet!!  

However, I doubt issue is something they would be able to deal with apart from escalate as it's the configuration profile that the modem downloads each time it as you can see from screenshots in my initial post above. 

Do I get £25 for VM missing the appointment? 

[Sephiroth]

@ForumTeam - Why can't you deal with this by escalating to the right place in VM?  This is absolutely ridiculous.

[BrokenHope]

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]

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]

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]

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.