Forum Discussion

tiprun's avatar
tiprun
Joining in
2 years ago

Recent work in area to upgrade to DOCSIS 3.1

I'm currently on the 1Gig service and have been waiting for the 100mb upload boost to hit my area, Tuesday this week they did the necessary changes in the area as I can now see the 5th channel on my ...
Anonymous's avatar
Anonymous
2 years ago

Hi Jodi,

No matter how many times I try and call, which has been over 10 times now(!) my issue just isn’t being understood. My area has received the updated channels to allow 104Mbps upload speed but my router’s configuration file is limiting it to 52Mbps. My neighbour has received the upgrade but I haven’t and we’re on exactly the same package. 

I’ve now had two engineers visiting my property advising they can’t manually change the config file, I’ve had new service codes sent to my hub 5 and I’ve had the hub 5 replaced and I’m still no further forward. 

I feel very unfairly treated by Virgin and have been given misinformation on a number of occasions. My router just needs an updated configuration file, I would be grateful if you can help get this fixed once and for all. 

Beth_G's avatar
Beth_G
Icon for Forum Team rankForum Team
2 years ago

Hi steph1312

I do appreciate your frustration and I am sorry for the misunderstanding. 

Looking at the Samknows data for your service, we can see that your Hub is receiving around 97mbs upload so it looks like this has been pushed through from what we can see.

Kind regards

  • Anonymous's avatar
    Anonymous
    2 years ago

    Hi Beth,

    I’ve been running Samknows multiple times a day and my upload is still capped to the router at 50Mbps, I’ve never received anything like the 97Mbps. Please can you advise what is being done to get the config file pushed?

    Thanks