Recent work in area to upgrade to DOCSIS 3.1

[tiprun]

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 router settings.

0	49600000	42.8	5120	QAM 64	1
1	43100000	42	5120	QAM 64	2
2	36600000	41.8	5120	QAM 64	3
3	30100000	41.5	5120	QAM 64	4
4	23600000	41.5	5120	QAM 64	5

Problem is I'm still on the max traffic rate of;

Max Traffic Rate

55000270 bps

So long story short, do I just now sit around and wait for them to finally push out the new config file to my router? I have been restarting every day and still nothing. Have spoken to customer support after waiting for 45 minutes to be told that everything was fine as I'm getting the advertised speed and that "it is nothing to do with a config file"...

Needless to say as per, a pointless phonecall.

[Client62]

The five are barely enough for a single customer to touch 100Mb/s on the Upstream.

[Zach_R]

Hi @tiprun,

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

I'm very sorry to hear that you seem to be facing some connection speed issues recently and are waiting on an upload boost. Are your service issues ongoing today? If so, can you clarify any diagnostics and troubleshooting you've performed thus far in an effort to remedy things?

Thanks,
 

[Cardiffman282]

And what "diagnostics and troubleshooting" is the OP supposed to do to correct his config file exactly? I'm intrigued. 

[Anonymous]

Hi tiprun,

Apologies for jumping in on this but after trawling around you had the exact same situation I’m in now having had the additional upstream channels added this week. Did you get it sorted? I’ve got absolutely nowhere trying to get the issue even understood for a start. 

Appreciate your advice, thanks

[Matthew_ML]

Hey steph1312, thank you for reaching out and I am so sorry to hear about this.

I have taken a look at our side and I can see you've spoke to the team since this post, did they manage to help at all? Cheers 

[Anonymous]

Hi Matt,

Thanks for your reply, unfortunately I haven’t made any progress, it seems all I need is an updated configuration profile sending to the router that changes the maximum upstream traffic rate to the new speed now I have the upgrade enabled on the infrastructure. 

Please can you assist?

Thanks, Stephanie

[Jodi_S]

Thanks for coming back to us steph1312,

Remotely looking, we can see that you have contacted the team since your last post again. We can see a faults ticket has been raised in conjunction with this issue.

Have our faults team updated you this issue?

Kind regards Jodi. 

[Anonymous]

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. 

[WorstISP]

Hi Steph, you're better off going through the official complaints process at this stage if Virgin Media aren't willing to fix their mistake.

https://www.virginmedia.com/help/complaints

After 8 weeks you can escalate to the Ombudsman.