Speed Increase From 200 to 500.

[pobrien31]

Are there any VM representatives that can help me, please?

The date for my speed increase was yesterday. I restarted the Hub3 a couple of times yesterday and again today about 15 minutes ago, however doing the speedtest still shows 200 speed.

If VM could message me to resolve please, that would be most appreciated.

Kind Regards,
Patrick

[-tony-]

VM will get to the thread but your first line of contact is the phone or chat - but some help - hopefully and some questions

how ae you testing - wired or wifi - wifi is not the way to test - alwats test wired - do you have a hub3 or 4 - if you have a hub2 it will not support 500 - they should have sent you a new hub

if you have a hub3 or 4

log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream and configuration

[pobrien31]

Hi, I have only being speed testing wired.
It is a hub 3.

[DOWN]
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 451000000 -4.2 38 256 qam 40
2 267000000 -3 38 256 qam 17
3 275000000 -3.2 38 256 qam 18
4 283000000 -3.4 38 256 qam 19
5 291000000 -2.7 38 256 qam 20
6 299000000 -3 38 256 qam 21
7 307000000 -2.4 40 256 qam 22
8 315000000 -3 38 256 qam 23
9 323000000 -2.9 38 256 qam 24
10 331000000 -3.5 38 256 qam 25
11 339000000 -3.5 38 256 qam 26
12 347000000 -3.5 38 256 qam 27
13 355000000 -4 38 256 qam 28
14 363000000 -3.7 38 256 qam 29
15 371000000 -4.5 38 256 qam 30
16 379000000 -3.9 38 256 qam 31
17 387000000 -4.7 38 256 qam 32
18 395000000 -4.2 38 256 qam 33
19 403000000 -4.5 38 256 qam 34
20 411000000 -4.5 38 256 qam 35
21 419000000 -4.2 38 256 qam 36
22 427000000 -4.5 38 256 qam 37
23 435000000 -4 38 256 qam 38
24 443000000 -4.9 38 256 qam 39
----------------------

[UP]
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 48.8 5120 64 qam 9
2 46200000 50 5120 64 qam 6
3 53700000 49.8 5120 64 qam 5
4 60300000 51 5120 64 qam 4

[-tony-]

downstream is ok - theres a second page post that - upstream is ok-ish a couple of the channels are at 50/51 - that can be fine but maybe needs looking at

post the config details from the configuration page to check if the config file has been sent

[pobrien31]

Hi Tony, I really appreciate your responses, thank you.

[Downstream 2nd Page]
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 3 0
2 Locked 38.9 4 0
3 Locked 38.9 6 0
4 Locked 38.9 2 0
5 Locked 38.9 0 0
6 Locked 38.9 0 0
7 Locked 40.3 0 0
8 Locked 38.9 2 0
9 Locked 38.9 5 0
10 Locked 38.9 0 0
11 Locked 38.9 5 0
12 Locked 38.6 6 0
13 Locked 38.9 1 0
14 Locked 38.9 0 0
15 Locked 38.9 1 0
16 Locked 38.9 0 0
17 Locked 38.9 18 0
18 Locked 38.6 6 0
19 Locked 38.9 5 0
20 Locked 38.6 6 0
21 Locked 38.6 5 0
22 Locked 38.9 0 0
23 Locked 38.9 21 0
24 Locked 38.9 1 0

-------------------------------------------------

[General Configuration]
Network access Allowed
Maximum Number of CPEs 1
Baseline Privacy Enabled
DOCSIS Mode Docsis30
Config file cmreg-vmdg505-bbt060-b.cm

[Primary Downstream Service Flow]
SFID 12194
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0

[Primary Upstream Service Flow]
SFID 12193
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

[-tony-]

second page of downstream is ok - the reason you are getting 200 is that the config file is for 200 not 500 - try a reboot and if tat does not work a full reset

if that gets you nowhere then you need to contact them - dont think staff here can push the upgrade through

[Primary Downstream Service Flow]
SFID 12194
Max Traffic Rate 230000061 --- thats 200 
Max Traffic Burst 42600
Min Traffic Rate 0

[-tony-]

you could ring

dial 150 or 0345 454 1111 and follow the prompts to - 'thinking of leaving us' - dont worry about that they do much more - open 8am -10pm 7 days a week - should take you to a UK call centre

if you get offshore hang up and try again - they should push the right config file

[pobrien31]

Okay, so I rang and got through. Even though I got a date of yesterday for activation, it seems that because I've had a speed upgrade as well as a wifi pod delivered, I have to wait an additional 24-48 hours! I was told that if it was just the broadband upgrade, then that would have been completed yesterday.

If this is the case, then maybe VM need to amend what they tell customers in order to set better expectations and to avoid situations like this.

Tony, thank you so much for all of your assistance, it has been very much appreciated.

Regards,

Patrick.

[-tony-]

hopefully you got the facts and not BS - i have to say it smells like that to me but maybe they know better - if it was the UK i would be inclined to believe it - if offshore i would be ringing back to the UK

[John_GS]

Hi pobrien31

Thanks for posting and apologies for the confusion over the speed upgrade. If for example it's on the same order as say a WiFi pod order, we'd need to wait for that to be activated for everything to go through. Including the speed upgrade. 

Have you activated the pod? 

To answer the thread as well, if you do reach anyone from offshore, you don't need to hang up I assure you 🙂

Best,