Do I need a HUB 4 for M500?

[Luqybb91]

Yesterday I upgraded BB from M350 to M500 for free using VM's Livechat service, the problem is, the customer service rep thinks I have the Hub 5, because I recently activated then deactivated my Hub 5 reverting back to the Hub 3 due to telephone issues. I explained all of this to him, but all he did was confirm the upgrade saying it'll be live in 24hrs and then referred me to a chat bot to sort out my telephone issues, never heard from him again.

I assume I am on the M500 package now but I haven't noticed a difference when doing a speed test on Ookla.com. Is the Hub 3 even capable of 500mbps? should I be getting a Hub 4? or should I just wait until the telephone issues are resolved on the Hub 5 and then have it reinstalled and activated?

[jem101]

The Hub 3 is capable yes, but because of the obvious mismatch between what VM's offshore customer services think and reality, it's quite possible that the upgrade was targeted at the, now disconnected Hub 5 rather than the 3 - basically it may not have gone through at all.

If you log into the Hub 3, one of the status tab windows does display what speed the hub has been provisioned for.

John

[Luqybb91]

Which of these three tables show my internet speed?

[Cable Modem Status]  [Item Status]  [Comments]

Acquired Downstream Channel (Hz)	323000000	Locked
Ranged Upstream Channel (Hz)	39400079	Locked
Provisioning State	Online

 

Primary Downstream Service Flow

SFID	368576
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	368575
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	Best Effort

[jem101]

Second table

Max Traffic Rate : 402500089

As I suspected, you're still on the 350 Mb/s tier.

[Luqybb91]

Can someone on here switch it over to my Hub 3, or do I need to go through customer services again?

[Adduxi]

Best to call in if you are in a hurry, otherwise it's usually one or two days for a VM Mod to pick this up.

[John_GS]

Hi Luqybb91

Thanks for posting. Apologies for the confusion over the upgrade. We're not able to process upgrades from here. Please either give us a call on 150 / 0345 454 1111 or send us a text on 07533051809 and we can assist further. Text replies are not instant and are automated at the start to get you through to the right team.

Best,