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Speed upgrade not being pushed to router

Hi

 

After some help/advice please.

I've been a Virgin media customer for approx 8 years, and have generally been really pleased with the service. 

A week ago (Saturday 14th) I upgraded my M200 broadband to M500. I only have broadband and phone from them as a service. The original sales person said the speed will increase within the following 24hrs (Sunday 15th).

That didn't happen, and still had the M200 speeds. 

Called on Monday, told there that it hadn't be set up correctly, but they had then resolved it and the speed would now increase in the next 24hrs.

There was no speed increase, called back on the Tuesday, was assured the speed increase had been booked for that day, so should wait 24hrs.

No speed increase on Wednesday. Called and got pushed through to 3 people, sitting on the phone for 1hr 20 minutes. The final person said the previous service staff had not correctly activated the speed increase, they then assure me they had corrected the problem, and the speed increase would be guaranteed in the next 48hrs (but should be in the next 24hrs). As expected, the speed increase has not happened.

From what I think I'm seeing, the new config does not seem to be pushed to the router (superhub 3.0). This is really frustrating as I've previously sung the praises for VM to friends as I really have always hit the advertised speed (if not exceeded it most of the time).

I'll be calling again today, but not holding out much hope, just wondered if someone with more knowledge could advise?

 

Thanks

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Re: Speed upgrade not being pushed to router

Stats

 

Cable Modem Status Item Status Comments

Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
46200014
Locked
Provisioning State
Online
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Re: Speed upgrade not being pushed to router

Downstream

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

13310000008.338256 qam25
22670000007.637256 qam17
32750000007.538256 qam18
42830000007.937256 qam19
52910000007.938256 qam20
6299000000837256 qam21
73070000008.338256 qam22
83150000008.438256 qam23
9323000000838256 qam24
103390000008.438256 qam26
113470000008.137256 qam27
123550000008.438256 qam28
133630000008.538256 qam29
143710000008.138256 qam30
153790000008.537256 qam31
163870000008.538256 qam32
173950000008.138256 qam33
184030000008.438256 qam34
194110000008.638256 qam35
204190000008.538256 qam36
214270000008.538256 qam37
224350000008.638256 qam38
234430000008.437256 qam39
244510000008.638256 qam40



Downstream bonded channels

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

1Locked38.610360
2Locked37.63420
3Locked38.63470
4Locked37.63810
5Locked38.64020
6Locked37.65240
7Locked38.65950
8Locked38.96990
9Locked38.68350
10Locked38.610680
11Locked37.612580
12Locked38.614140
13Locked38.917340
14Locked38.920470
15Locked37.626110
16Locked38.631230
17Locked38.634060
18Locked38.644080
19Locked38.652900
20Locked38.961810
21Locked38.671580
22Locked38.687000
23Locked37.6108160
24Locked38.6122440
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Re: Speed upgrade not being pushed to router

Upstream bonded channels

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

14620001444.8512064 qam3
23259998843.3512064 qam5
33939999144.8512064 qam4
45370000744.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Speed upgrade not being pushed to router

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
3254k;fg87dsfd;kfoA,.iyew



Primary Downstream Service Flow

SFID264
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID263
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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Message 6 of 10
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Re: Speed upgrade not being pushed to router

Over the past week I have also turned the router off multiple times, as well as performed full factory resets holding the reset button in for more than 60 seconds. This morning I did a full power cycle removing the power for 10 minutes and the above stats are what the router is saying
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Re: Speed upgrade not being pushed to router

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Alessandro Volta
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Re: Speed upgrade not being pushed to router


@Timbradley21 wrot

Primary Downstream Service Flow

SFID264
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID263
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

Your Hub is still set at 200Mbs, you need to keep chasing VM to get it sorted.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Alessandro Volta
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Re: Speed upgrade not being pushed to router

Your >> BQM << is showing all red.

This is normally indicative of the BQM tracking the wrong IP Address or the Hub not responding to Pings.

Check that the IP Address at Think Broadband is correct if that is OK, set the Hub Firewall as shown below ...

Hub-3-Firewall

 

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 10 of 10
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Re: Speed upgrade not being pushed to router

Thank for the reply!

My router was in modem mode, but put it back into normal mode, and the settings were already like you posted.

Ive also checked my IP with BQM, for some reason, it wasnt correct so ive updated it.  I think its starting to pull correct figures now

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