Not getting my upload speed

[MarkHh1]

Hi,

Since upgrading my package, my upload speed has dropped below the advertised 36 Mb/s.

Download is variable but generally ok.

I’ve tried logging it but no success. 

What can I do to get someone to investigate properly ?

Thanks 

[jbrennand]

Try as reset as per below, it can often help.
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Note that a pinhole reset on a Hub3/4/5 can be a bit problematic - so do it (again) EXACTLY this way (not as the VM website says!).

Firstly, make sure the Hub's sticker/card with the two passwords on it is still there and legible If not – DON’T DO IT !

With the Hub switched "on", disconnect any ethernet connections (leave the co-ax connected) and then push in the “reset pin” with the end of a paperclip/thin nail/SIM tray “tool” or similar (bigger items like ball point pen ends may not press it in far enough) until you feel it at the “stop point” and hold it there firmly for a "timed" minimum of 60 seconds do NOT manually restart the Hub at any time.

Leave it 10' or so to stabilise and then your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base/side/card. The SSID’s will revert to that on the sticker too. Make sure you use the wifi one for devices connecting to the wifi and the settings/admin one to access the Hub.

You will need to reconnect your devices if you had changed the password, or just change the password back to your preferred one.

[John_GS]

Hi MarkHh1

Thanks for posting and welcome to the community.

My apologies for the upload speed issues. All your power levels are out of spec, from downstream to upstream. This needs a tech visit.

I'll send you a PM now to book this in

Kind regards,

[John_GS]

Hi MarkHh1

Thanks for joining me on PM and allowing me to book in the tech visit for all the upstream/downstream channels. The visit will be viewable within the hour in your online account - virg.in/myVM - and you'll be able to amend/cancel it if needs be.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment

Let us know how the visit goes.

Best,

[John_GS]

Hi @MarkHh1 - thanks for your message. Are you able to change the visit in your online account?

Best,