Have been 'upgraded' from M600 to M200 rather than 1gig

[Jocko]

Hi I was on Ultimate Oomph package with M600 broadband. I renewed and upgraded to Ultimate Volt on 4 Feb and advised this would bump speed from M600 to 1gig.

My speed has instead dropped considerably since 4/2. I've run several speed tests all coming back around 200mbps.

Having checked email I received on 4/2 (saying 'all sorted' ironically) it shows...

Quick recap of what you now enjoy:M200 Fibre Broadband - Volt Gig1 Fibre Broadband

This immediately looks odd, right? Showing 2 contradictory speeds?

What I can see on my account confirms the speed has been adjusted down to M200 in error:

Your package changes cover the period 04 Feb - 28 Feb

Services removed - M600 Fibre Broadband

Services added - M200 Fibre Broadband

Your package covers the period 01 Mar - 31 Mar

Broadband - M200 Fibre Broadband

Can someone please advise the best and least hassle way to get this resolved?

I have already enquired several times to 'Stefan' who sorted out the renewal but as of this moment he's gone radio silent with no update about what's going on. That's been nearly a week now.

Thanks

John

[Ryan_N]

Hi Jocko, 

Thanks for your post. 

Sorry to hear that there has been a mistake made here - it does sound like it would just have been an error on the email rather than on the actual account, which I can appreciate causes confusion. Have you been able to speak with anyone regarding this since your post? 

Cheers, 

Ryan. 

[-tony-]

you say the speed has dropped so not sure if the email is wrong or not

assuming its gone to 1gig what hub do you have - whichever hub post the config file to confirm what spped its set to

log into hub3/4 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post  thecongigutation figures - to see those press on the grey buttons/boxes labelled - configuration

how are you testing the speeds wired or wifi

[Lee_R]

Hi @Jocko thanks for posting and welcome back to our community.

I am sorry for any confusion around your package.  I would like to take a look for clarity.  I am going to send you a private message.

Regards

Lee_R

[Jocko]

Hi Lee.

Apologies for delays replying. I've only just got back to looking at this.

So, firstly, the M200 / M600 info I noted in original post has been explained to me as a quirk caused by the retention team trying to put through a new contract offer. I was told it had to be 'downgraded' first in order to let the offer go through. No idea if this is correct. It may still be relevant to the problem but I think could be a red herring based on below.

What I have seen over last 2 weeks is my internet speedtests consistently returning speeds between 580-650mbps range (this is a speedtest build into my router, so effectively via wired connection). This looked to me as if I was being capped to my prev M600 speed somehow. From searching for this specific problem I came across this thread:

https://community.virginmedia.com/t5/Speed/Just-got-Gig1-Is-this-the-right-config-file-though-Only-g...

So, two things from that which makes me think I might be facing same / similar problem:

1. When I was upgraded to volt, and specifically when it was activated, I still had my hub 3 connected. This was deliberate - I used this in modem mode and had heard the hub 4 was a step backwards in that regard. I have since switched to the hub 4 (also in modem mode). I wondered if this might mean my config has not been upgraded for gig speeds.

2. When I went to check the config file version, I see this:

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	87dsfd;kfoA,.iyewrkldJKDHSUBs

I have no idea if this indicates the config may be corrupt or not. I'm hoping you can confirm and also advise how to correct it.

For ref. I'm using a Netgear R7800 router, factory reset and with every conceivable qos feature confirmed as disabled, as per the numerous threads I've read on the subject. I've also returned the hub 4 to router mode and ran the samknows speedtest. This is coming back as 1000+ but I'm not clear if that rules out an incorrect config file as a potential problem. The hub 4 and router are using the cat 6 cable supplied with the kit - have also tried another cable to rule that out.

I can try connecting a laptop directly to the hub 4 in router mode and doing another speed test, but the sequence of events above make me thing the config file is at least in the frame so I was hoping to get a quick view on that first.

cheers

John

[Jocko]

Additional router status info for ref...

Primary Downstream Service Flow

SFID	23186
Max Traffic Rate	1200000450
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	23185
Max Traffic Rate	55000270
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	bestEffort

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

25	331000000	1.3	40.9	QAM256	25
1	139000000	1.8	40.9	QAM256	1
2	147000000	1.7	40.9	QAM256	2
3	155000000	1.8	40.9	QAM256	3
4	163000000	1.6	40.9	QAM256	4
5	171000000	1.8	40.9	QAM256	5
6	179000000	1.9	40.9	QAM256	6
7	187000000	2.1	40.4	QAM256	7
8	195000000	2.3	40.9	QAM256	8
9	203000000	2.2	40.9	QAM256	9
10	211000000	2.4	40.4	QAM256	10
11	219000000	2.4	40.4	QAM256	11
12	227000000	2.4	40.9	QAM256	12
13	235000000	2.4	40.9	QAM256	13
14	243000000	2.4	40.9	QAM256	14
15	251000000	2.2	40.4	QAM256	15
16	259000000	2.4	40.9	QAM256	16
17	267000000	2.2	40.9	QAM256	17
18	275000000	2	40.4	QAM256	18
19	283000000	2	40.9	QAM256	19
20	291000000	1.8	40.4	QAM256	20
21	299000000	2.1	40.9	QAM256	21
22	307000000	1.6	40.4	QAM256	22
23	315000000	1.5	40.4	QAM256	23
24	323000000	1.4	40.4	QAM256	24
26	339000000	1.6	40.4	QAM256	26
27	347000000	1.3	40.9	QAM256	27
28	355000000	1.7	40.9	QAM256	28
29	363000000	1.4	40.4	QAM256	29
30	371000000	1.6	40.4	QAM256	30
31	379000000	1.7	40.9	QAM256	31

[Jocko]

3.0 Downstream channels

Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors

25	Locked	40.946209	0	0
1	Locked	40.946209	0	0
2	Locked	40.946209	0	0
3	Locked	40.946209	0	0
4	Locked	40.946209	0	0
5	Locked	40.946209	0	0
6	Locked	40.946209	0	0
7	Locked	40.366287	0	0
8	Locked	40.946209	0	0
9	Locked	40.946209	0	0
10	Locked	40.366287	0	0
11	Locked	40.366287	0	0
12	Locked	40.946209	0	0
13	Locked	40.946209	0	0
14	Locked	40.946209	0	0
15	Locked	40.366287	0	0
16	Locked	40.946209	0	0
17	Locked	40.946209	0	0
18	Locked	40.366287	0	0
19	Locked	40.946209	0	0
20	Locked	40.366287	0	0
21	Locked	40.946209	0	0
22	Locked	40.366287	0	0
23	Locked	40.366287	0	0
24	Locked	40.366287	0	0
26	Locked	40.366287	0	0
27	Locked	40.946209	0	0
28	Locked	40.946209	0	0
29	Locked	40.366287	0	0
30	Locked	40.366287	0	0
31	Locked	40.946209	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

43

5.7

1324269852

39834

[Jocko]

Just for reference for anyone in same boat.

My config file has changed to ..

;kfoA,.iyewrkldJKDHSUBsgvca6

I'm not sure what triggered that. I did put the hub 4 back to router mode for some further testing then back to modern mode again, so may have been that.

Anyway, that's the issue resolved and speed is now as expected, so I'm assuming it's to do with that change.

[Serena_C]

Hi @Jocko

Thanks for getting back to us. I'm glad to hear the issue is now resolved and you are receiving the expected speeds. If you have any further issues please do pop back and we will be happy to help.

Best wishes,

Serena