No upgrade confirmation email received?

[Cbt21]

Hi all,

I called virgin last night and upgraded my wifi to m350 and agreed a fair price however ive still not received any confirmation of the upgrade or the agreed payments.

is there anything that can be done? My worry is its not in place and i ended up running to the end of my current deal where I’ll ultimately be paying more money for  a lesser broadband speed.

[jbrennand]

Are you actually receiving the higher speeds yet?

[Cbt21]

Hi John,

I actually don’t know, to be fair ive not been home today so see! Is there a way to check?

got my email (along with a load of others) confirming the deal is now in place!

[jbrennand]

You may need to switch the Hub off for a few minutes and restart to apply the increased speed "file".

Then... log into the Hub settings and navigate to the "Configuration File/data Page" and see what numbers are in the Downstream and Upstream "Maximum Data Rate Transfer" boxes.   These are in bps (not Mbps) - if the upgrade has been applied to the Hub the numbers will start 4xxx.......

[Cbt21]

Hi John,

how do i sign into the hub?

Hopefully not through my virgin account online. Apparently my password to my account is incorrect yet it worked when I confirmed the letters to them when i was on the calll with them last night, tried to reset password and get an “oops something went wrong” page 😞 

[jbrennand]

In your web browser’s URL box type in http://192.168.0.1 and hit return. On the first page up press "Login" and get it using the Settings password (Not the wifi one!) printed on the Hub's base sticker - and go from there

[Paulina_Z]

Hi @Cbt21,

Welcome to our Community Forums! Thank you for your first post, and I'm sorry to hear that you're having some issues knowing if your speed upgrade came through.

I can see that @jbrennand has already assisted you in being able to sign into the Hub.

Can you tell us if you have been able to find the information you need?

Is there anything else we can do to help you in this regards? Please let us know and we'll be happy to assist.

Thank you.

[Cbt21]

Hi all,

I received my upgrade + price confirmation, took 48 hours but it did come through :).thanks everyone for the help!