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?

[Carley_S]

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. 

[Sephiroth]

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!

[Client62]

Since the maintenance window, does the VM Hub still have enough upstream channels to support provisioning  104Mb/s upstream connections ?   

We would expect to see either of these upstream channel configurations:
1) 4x 3.0 DOCSIS channels + 1x 3.1 DOCSIS channel (for streets with CATV/Coax)
2) 6x 3.0 DOCSIS channels for 104Mb/s in the upstream (for streets RFoG)

[Sephiroth]

Just to say I'm on 1 Gig, Hub 4 with 5x DOCSIS 3.0 upstream channels + 1 x DOCSIS 3.1 channel

I'm pretty sure this is the standard HFC upstream assignment.

[Tudor]

"

Just to say I'm on 1 Gig, Hub 4 with 5x DOCSIS 3.0 upstream channels + 1 x DOCSIS 3.1 channel

I'm pretty sure this is the standard HFC upstream assignment."

I have a Hub5, exactly the same setup, I also believe that’s the standard for Hub4s and Hub5s.

[Sephiroth]

It's good to know what you're talking about!

[phonic2k]

@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.

[phonic2k]

@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. 

[phonic2k]

Things have definitely changed since when I started as an engineer 30 years ago. What has happened to VirginMedia?

[Roger_Gooner]

It isn't just Gig1, I'm on M600 with an upload speed of 41Mbps and my hub 5 shows, for upstream channels, five DOCSIS 3.0 and one DOCSIS 3.1 (at 256 QAM). I'm on the HFC network.