on 07-03-2022 13:00
I have recently changed my account to 200mbs download speed. I have asked for a router upgrade to support this. All was agreed, BUT, I received no Router.
Called again for 45 mins and they have no details of anything to do with a router.
It has now been about 6 weeks of poor speed and connectivity
Is there anyone who knows a good contact or way of sorting this??
07-03-2022 13:03 - edited 07-03-2022 13:18
what hub have you got now - the SH2 and 2ac fully support 200 you only need a 3 for more than that - upgrading the hub is unlikly to improve speeds so give some details how are you testing wired or wifi - always test wired and post some info
log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream
if its an earlier hub button is top right
on 09-03-2022 13:08
Hello @taylorjst405,
Welcome, thanks for posting.
I am sorry for the delay with your new Hub.
Can you confirm what Hub you have at the moment?
Many thanks,
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on 09-03-2022 13:45
Super Hub 2
on 09-03-2022 14:19
the SH2 supports 200 - as far as i remember it had 2.4 wifi only - the SH2ac had both 2.4 and 5 - so if its the SH2 and you use wifi an upgrade is worth while - if its a 2ac and it works for you then upgrading to a hub3 is not needed for the speed
on 09-03-2022 18:58
We had a SH2 with VM's 200 down service for years and usually achieved max speed on the 5 GHz band. However, I never used it in router mode, only modem mode with my own router.
on 12-03-2022 10:44
Thanks for coming back to us @taylorjst405, I would be happy to take a further look into this for you but would need to take some details via a private message to be able to do so.
Please look out for my message and we can get started.
Regards,
Steven_L
on 17-03-2022 12:58
You're very welcome @taylorjst405 and I'm glad that we could get your hub update arranged.
Please let us know if you have any further issues.
Regards,
Steven_L
on 17-03-2022 13:18
Many Thanks
What platform for the private message
john
on 19-03-2022 14:11
Hi John,
You'll be able to find Steve's message over at the purple envelope at the top right-hand corner of your screen.
Kind regards