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Broadband Upgrade not applied

Carl23
Tuning in

I have recently opened a new account on June. I have broadband only. My initial speed was 250Mb.i upgraded 2 weeks ago to 500.  The job should have been completed on 8 September. I'm still on the 250 package. Any suggestions? I've read about many cases on these forums where people have had similar issues. 

7 REPLIES 7

jbrennand
Very Insightful Person
Very Insightful Person

Log into your Hub settings and post up the data from the "Configuration data page" - that will show definitively whether the Hub is provisioned to supply 500 or is still on 250


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Where is the Configuration data on a Hub 3?

newapollo
Very Insightful Person
Very Insightful Person

Hi Carl23

Don't log into the router settings. Just click on "Check router status" below the sign in/password box.

That will open the page shown below.  Click on the Configuration tab in the navigation bar.

Then that opens the page shown in the second screenshot with the speed details.

router status.jpgm600.jpg

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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Carl23
Tuning in

Here we are.

IMG_20230915_190131.jpg

newapollo
Very Insightful Person
Very Insightful Person

Hi again @Carl23 

Your hub is definitely provisiond for M500.

 

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
Problem solved? Click to mark as a Helpful Answer, or use Kudos to say thanks
The do's and don'ts.
Keep the community welcoming for all. Please read the FAQ's
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali

Thought as much. Thank you.  I'll try to get in touch with them to take a look at their end.

jbrennand
Very Insightful Person
Very Insightful Person

Can you run the speedtest like this and see what it gets...

_________________

If you think that you have a BB speed problem, then to check the speeds coming in to your Hub properly, and whether they match what you should be getting, You cannot rely on wifi tests, - only speeds "TO" the Hub and out on ethernet are usually guaranteed.
So, can you test speeds directly like this. If you expect >100Mbps then.... Connect a 1GB enabled computer/laptop (check network card is set to 1GB) , with up to date drivers, via a NEW and working Cat5e/6a ethernet cable, directly to the Hub which you have put into “modem mode” (https://www.virginmedia.com/help/virgin-media-hub-modem-mode ).

Or go into the Hub settings and turn off/disable the wifi and also disconnect all ethernet cables from the Hub, except your one device. This ensures that NO other devices are connected

Test speeds at https://speedtest.samknows.com/ - or https://www.speedtest.net/ - try on 2 different browsers - as Chrome sometimes gives odd results.

If they are still low – boot your device into Windows safe+networking mode - to disable any potentially interfering software - and try again.
There are many posts on here (I have a list of ~30!) where QoS software, anti-virus, unknown/flaky software, old network card drivers, corrupted browsers, bad cables or other connected devices are limiting speeds on tests.
Report back what that gets. For examples of why... see message 7 in the first thread and 9 in in the second and 3 in the third

https://community.virginmedia.com/t5/Speed/HUB-5-and-IGB-wifi/td-p/5088163

https://community.virginmedia.com/t5/Networking-and-WiFi/Slow-Ethernet-Speed/m-p/5060946#M484321

https://community.virginmedia.com/t5/Speed/Upgrade-from-M600-to-Gig1-no-speed-change-with-Hub-4/td-p...

 


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.