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jsaunders
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500Mb/s upgrade not worked - Wrong configuration I think?

Hi, 

Today I should have been upgraded to 500Mb/s. I was on 350Mb/s before this. I'm currently getting between 360Mb/s-380Mbs which is exactly what I was getting before. Do these below mean that the config file needs updating, because that's what it looks like to me. I have restarted the Super Hub like 5 times now.

I'm struggling to get anyone on the text service to look at this properly, I was on hold with VM for 30 minutes and I gave up. The twitter account told me to write on here and someone would be able to sort this out.

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxxl35016u-b.cm

Primary Downstream Service Flow

SFID286414
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0

 

Thanks,

Jamie 

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Anonymous
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Message 2 of 13
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Re: 500Mb/s upgrade not worked - Wrong configuration I think?

Have you made any config changes to your HUB?

It may be worth trying a full reset (Pin hole for at least 30 seconds, maybe 60), which sets the HUB to factory defaults, including pulling in a config file.

You can backup your current config under Admin/Reload and Reboot.

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-tony-
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Re: 500Mb/s upgrade not worked - Wrong configuration I think?

yes you are still on 350 - you could try a reset as you have tried restarts - dont think it will help but never a complete waste of time

how did you upgrade - why do you say it should happen today - if it was via the phone to retentions they usually push the config file then and there

if the reset does nothing then you will have to keep trying on the phone - pretty sure the staff here can do nothing

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jsaunders
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Re: 500Mb/s upgrade not worked - Wrong configuration I think?

Yes, I've made quite a few changes. I much rather not do this. I was told that someone would be able to do it without me having to reset everything. Which should be the case anyway. 

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-tony-
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Re: 500Mb/s upgrade not worked - Wrong configuration I think?

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jsaunders
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Re: 500Mb/s upgrade not worked - Wrong configuration I think?


@-tony- wrote:

yes you are still on 350 - you could try a reset as you have tried restarts - dont think it will help but never a complete waste of time

how did you upgrade - why do you say it should happen today - if it was via the phone to retentions they usually push the config file then and there

if the reset does nothing then you will have to keep trying on the phone - pretty sure the staff here can do nothing


Good question! Well, they told me it was going to start the following month (I upgraded one month ago today). My contract start day is today and the e-mail also tells me my speed would be upgraded today. The other VM customer team said it should have already been upgraded last month. 

On top of all of this, My Virgin Media actually shows my old package still, but I can see my new contract. The whole thing is a mess. 

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-tony-
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Re: 500Mb/s upgrade not worked - Wrong configuration I think?

give it over night - if the config file is not sent then give them a ring tomorrow - never known them to delay it a month but i might have been tied into something you said - go to retentions if you can get them - they should send the file when you are on the phone - it should be instant and you should be able to check whilst on the phone

this used to work but not sure if things have changed

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

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jsaunders
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Re: 500Mb/s upgrade not worked - Wrong configuration I think?

I don't really expect to me waiting another 24 hours. I also tried calling them before, I can't get through to them at all.

I appreciate your help, but as I said before, I've already been down this road. I was specifically told that the staff would have access to my account and would be able to help me out. 

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jsaunders
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Re: 500Mb/s upgrade not worked - Wrong configuration I think?

I decided to try my luck again, I only had to wait around 25 minutes this time. They've managed to do it for me. 

jhuk
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Re: 500Mb/s upgrade not worked - Wrong configuration I think?

Officially it is "allow up to 24-48 hours", nearly every time I have had the HUB rebooted when just after the call ended and new Config downloaded.

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