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Missing Upstream Upgrade on 1 Gig Connection

Dialled in

I have had the email telling me to reboot to get my upstream speed upgrade, but it's not happening. My account shows 104 kbps, but when I log in to my SuperHub 5 the profile hasn't updated. Can someone in networks take a look and remotely update the profile, please?

Screenshot 2023-06-15 at 14.36 copy.jpgScreenshot 2023-06-15 at 14.36.35.pngScreenshot 2023-06-15 at 14.36.07.pngScreenshot 2023-06-15 at 14.34.34.png

My Broadband Ping - Virgin 1 Gig

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Forum Team
Forum Team

Hi @pjayuk,

Thank you for your post and welcome back to our community forums. We're here to help.

I am sorry to hear you've had some concerns with your upload connection speeds recently. Are these ongoing for you today or have they since been resolved?


Zach - Forum Team
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Hi Zach,

I haven’t had a chance to reboot today (watching cricket!), but the speed update hadn’t been implemented yesterday.

My Broadband Ping - Virgin 1 Gig

You didn't even read the subject line properly, did you Zach? 

I have just rebooted and the upstream upgrade hasn’t been applied. Can you arrange for this to be done, please?

My Broadband Ping - Virgin 1 Gig

Fibre optic

It won’t be the first time, and certainly won’t be the last time, when the VM marketing people have somewhat jumped the gun and announced something (because that looks good for VM) before it is actually, technically available in a particular area.

You may just need to be patient until they enable your area.

I’m sure, but they didn’t just announce it, they sent me an email telling me to reboot to get the speed upgrade and my account is showing that I have 104 mbps upstream. It also had a bearing on choosing whether to go for 1 gig or 500 mbps when I re-contracted on 7 June

My Broadband Ping - Virgin 1 Gig

Any chance of an update on this? Just rebooted the hub and the upstream upgrade hasn’t been applied.

My Broadband Ping - Virgin 1 Gig

Very Insightful Person
Very Insightful Person

Your upstream power levels are very high and one is just out of spec. Please post full upstream and downstream levels, you may need a technician’s visit to rectify. 

There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2