Gig1 upload speed upgrade not happened

[swaynetldn]

Hello, I am in area 22 and have the Gig1 package which as I understand has had it's upload speed increased from 52mbps to 104mbps.

If I run a postcode and address check on VM's website checking availability, the Gig1 package is advertised to my address as having an upload speed of 104mbps, which has not taken place on my equipment yet as an existing customer. I have tried multiple hub reboots and reset to factory defaults with the hope that it would force a config file update to be pulled. My hub's configuration status page shows the upstream Max Traffic rate still at the same 55000270 which I would expect to double once the change takes effect.

I called VM's customer support team and spoke to two agents: the first one did not listen or understand the issue and offered WiFi boosters which have nothing to do with this case. The second was more helpful but insisted on speed tests being performed which I repeatedly confirmed are showing a max upload of 52mbps, but would not entertain the fact that the hub itself is throttled to 52mbps based on the config file - all I was asking for was if they could force a push of an updated config file to my hub but that went nowhere.

I would like to know what are my options here to get such an action done? Many thanks and much appreciated!

[swaynetldn]

Hello all, first of all I would like to say that you are all amazing and great assets in this community!

I had the engineer round this morning and he agreed with your points and his first proposal for a solution was to swap out my Hub4 to a Hub5, and install a 3dB attenuator to the coax line.

After a quick provisioning of the new Hub5, my configuration profile is now as expected with the new 104mbps upload speed, and speed tests verify this is working as it should.

Top service from the engineer and he was very knowledgeable and I am now a very happy camper. I just wish the customer service team would not give so much resistance to customer requests and denial that issues exist when they do, but that is another story and I am now glad to put this all behind and move on with my life 🙂

Again, my immense gratitude to all of you for your contributions! Keep up the great work!

[Zach_R]

Hi @swaynetldn,

Thank you for the update on the situation. I'm glad to hear that this has now been addressed and resolved by a technician, and that the advice provided by our community also helped you along the way.

Please do let us know if there's anything more that we can help you with.

Thanks,