Upgraded to M350. But router still shows 200mbps

[Mercenary]

I’ve tried ringing support but each time it’s a 45 minute wait and they then have no idea what I’m talking about. 

A month ago I was upgraded to 350mbps from 200mbps. I have a SuperHub 2 which from reading here can handle the speed but the issue is the config for 350 hasn’t even been sent. If I visit 192.168.100.1 and check the operational config I can see it’s provisioned for 200mbps max. 

I’ve tried calling support but they just keep telling me that’s the max speed and as long as I get over 150mbps then all is working fine. But when I try and get across that it’s not even configured to handle that, that there is no way on any day it will ever give me my max they just dismiss me. I mainly want the upload which is also locked at 20mbps.

I then tried cancellations who after 90 mins said they would arrange an engineer to install a new router. Which never happened. No engineer. No emails to confirm booking. 

I’m a little reluctant to wait another 45 mins to be told it’s within their acceptable levels and not get what I’m paying for. Live help also are no help. 

before anyone asks. Powered off modem. Powered on

please help me community team!

[jbrennand]

SH2 cannot go above 200. For 350 you need a Hub3 call is and demand one or downgrade the package back to 200

[Jodi_S]

Hi Mercenary,

A warm welcome and thanks for posting on our community forums. We're sorry to hear that you did not have your super hub upgraded to the SH3 when changing from 200mb BB speed to the 350MB.

We would need to get you changed over as our valued member @jbrennand has stated, the old SH2 would not support this your new speed.

Please can you let us know if you have already called the team to get this arranged, or do you still require further help with this.

Kind regards Jodi. 

[Mercenary]

Hi Jodi. I did. I spent a good hour on the phone while they arranged the install. For whatever reason it wasn’t straight forward. 

I was supposed to receive an email with the install date which didn’t happen and no one has been. That was over a month ago. I’m reluctant to call for a third time as it’s a good 40mins+ wait to speak to anyone these days (seems covid is still causing you troubles according to the recorded greeting). 

im fully capable of doing a self install if anyone can ship me a SH5

[Gareth_L]

Hello Mercenary.

Can I please get this resolved for you.

I cab see the hub2ac does need replacing.

Not sure if we can send out a hub5 for you, but I can arrange a hub3 which is suitable for the speeds you have. 

If you don't mind, I will need to send you a private message to pass security. 
If you can check the purple envelope top right of your screen that would be great. 
Regards     
Gareth_L