Virgin Media Community

[Ksin]

Hi, I'll try to be as concise as possible.

I recently upgraded from M100 to M350. I had an email today to confirm that everything had been set up.

However, I am still getting the same speeds that I used to get with M100. That is around (Down) 110Mbps/ (Up) 10Mbps during "off peak" times, and about (Down) 70Mbps/ (Up) 9Mbps at "peak" times. I have tested this with WiFi and Wired connections, as well as putting my router into Modem mode. I have had my Hub 3.0 since 2016.

I have also factory reset my hub, using the button on the back pressed in for 60 secs, twice (once this morning and once this evening) with no improvement.

My configuration info. is below, which I think shows that my hub is still configured for M100 (?)

I have a couple of questions;

1. How long is it reasonable to wait for this to be configured properly?

2. Who do I speak to in order to get it configured properly? I have tried customer service but they really didn't seem to understand the issue and it was frustrating trying to explain over and over. 

3. Will waiting for this to be fixed affect my "14 day cooling off period" for new contracts? I notice that some people with similar issues have waited between 3 days and up to 2 months for resolution.

4. Can I expect any kind of reimbursement for the length of time that this issue remains unresolved? It seems a bit cheeky for VM to email me telling me I will be charged "to cover your changes up until your next bill period" when they (potentially) haven't correctly set things up.

Thank you!

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	ncxv9873254k;fg87dsfd;kfo

Primary Downstream Service Flow

SFID	264
Max Traffic Rate	115000000
Max Traffic Burst	10000
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	263
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

[Ksin]

I don't know whether this is required or useful but here is the Downstream/Upstream info

Downstream bonded channels

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

1	274750000	2.4	40	256 qam	18
2	138750000	5	38	256 qam	1
3	146750000	4.9	40	256 qam	2
4	154750000	4.5	40	256 qam	3
5	162750000	4.1	40	256 qam	4
6	170750000	4	40	256 qam	5
7	178750000	3.9	40	256 qam	6
8	186750000	3.7	40	256 qam	7
9	194750000	3.7	40	256 qam	8
10	202750000	3.7	40	256 qam	9
11	210750000	3.7	40	256 qam	10
12	218750000	3.5	40	256 qam	11
13	226750000	3.5	40	256 qam	12
14	234750000	3.4	40	256 qam	13
15	242750000	3.2	40	256 qam	14
16	250750000	3	40	256 qam	15
17	258750000	2.9	40	256 qam	16
18	266750000	2.7	40	256 qam	17
19	282750000	2.4	40	256 qam	19
20	290750000	2.7	40	256 qam	20
21	298750000	3	40	256 qam	21
22	306750000	3	40	256 qam	22
23	314750000	3	40	256 qam	23
24	322750000	2.9	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.9	5	0
2	Locked	38.9	4	0
3	Locked	40.3	5	0
4	Locked	40.3	6	0
5	Locked	40.3	0	0
6	Locked	40.3	0	0
7	Locked	40.3	0	0
8	Locked	40.3	5	0
9	Locked	40.3	5	0
10	Locked	40.9	6	0
11	Locked	40.3	5	0
12	Locked	40.3	5	0
13	Locked	40.3	5	0
14	Locked	40.3	5	0
15	Locked	40.3	4	0
16	Locked	40.3	0	0
17	Locked	40.3	4	0
18	Locked	40.3	5	0
19	Locked	40.3	0	0
20	Locked	40.3	11	0
21	Locked	40.3	18	0
22	Locked	40.3	18	0
23	Locked	40.3	19	0
24	Locked	40.3	0	0

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	46199969	41.3	5120	64 qam	1
2	25800021	41.3	5120	64 qam	4
3	32600002	41.3	5120	64 qam	3
4	39400039	41.3	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[MikeRobbo]

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then try your connection again.

[Ksin]

Thanks for the suggestion, I tried it and no joy.

[carl_pearce]

---

@Ksin wrote:

Thanks for the suggestion, I tried it and no joy.

---

When did you get the confirmation of the switch?

A recent thread showed it can happen overnight rather than straight away (The HUB will reboot automatically when a new config is sent).

[Ksin]

I only got it this morning. I haven't seen that thread, I just went off the information in the emails I received. One the day after I took the deal saying it was being set up and then a few days later (this morning) I got the email saying it was complete. I hope it will be completed within 24hrs, but I just got a bit worried seeing so many people waiting anywhere from a couple of days to a couple of months!

[carl_pearce]

---

@Ksin wrote:
I only got it this morning. I haven't seen that thread, I just went off the information in the emails I received. One the day after I took the deal saying it was being set up and then a few days later (this morning) I got the email saying it was complete. I hope it will be completed within 24hrs, but I just got a bit worried seeing so many people waiting anywhere from a couple of days to a couple of months!

---

FYI

https://community.virginmedia.com/t5/Speed/Upgraded-to-350mb-but-still-sitting-at-200/m-p/4500224#M2...

[Ksin]

Overnight a new config was sent out and this morning I was getting speeds of about 228Mbps (Down) / 36 Mbps (Up), however this was really shortlived and I am back to getting around 86 Mbps (Down)/ but 36 Mbps (Up)... ?

New Config:

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	9834ncxv9873254k;fg87dsfd

Primary Downstream Service Flow

SFID	264
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	263
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[MikeRobbo]

Can you Login to the Hub Settings and navigate to the Connected Devices page - what is the reported 'connection speed’ for the ethernet cable connected device you used for the speed test ?

[Ksin]

Device name MAC address IP address Speed (Mbps) Connected to

DESKTOP-DCHM11U

192.168.0.10/24

100

Ethernet