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Upgrade not happened 350mb >1gb

Joining in


I’ve been upgraded to 1gig broadband by the retentions team yesterday and was supposed to be active from midnight tonight. Checking the modem I’m still set to the old speed.

I’ve restarted the router but still the same. Any advise to sorted without sitting in a 20 min phone queue….?


Very Insightful Person
Very Insightful Person

If you have the Hub 3, it will need replaced.  If you have the Hub 4 or 5, it will just need a configuration file sent to the Hub.   You can check the conf settings on the Hub. It will show what speed has been provisioned.
It's Configuration tab - Primary Downstream Service Flow - Max Traffic Rate.  It may take a few days for this to be done, as I believe there is a backlog of this type of work?

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Thanks for the reply! I have the hub 5, so don’t need a new router. Max traffic rate showing 402500089 bps so guess speed has not been provisioned yet.

Retentions team were adamant it will be upgraded from midnight….guess I should just wait? Paying for a service not enabled yet 😳

Hello Scooobe.

Thanks for your post and welcome to our community.

Sorry to read about the delay with your 1GB upgrade.

As this was posted a few days ago, Can we just ask if the increase has gone though now for you?

Also would you be able to run a speed test here and see what down and uploads speeds are coming into the hub.

If you can post the results here that would be great.