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 |