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Wrong speed assigned

JULIED1966
Joining in

on ‎05-02-2023 03:31

Signed up for new contract after old one expired with virgin. Was promised their 1gb but when I check in my app they have only given me 500 ! I was on 200, what do I do?

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2 REPLIES 2

Adduxi
Very Insightful Person
Very Insightful Person

on ‎05-02-2023 14:23

You need to check the actual  conf settings on the Hub. It will show what speed has been provisioned.
It's Configuration tab - Primary Downstream Service Flow - Max Traffic Rate.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Ashleigh_C
Forum Team
Forum Team

on ‎07-02-2023 15:37

Hi there @JULIED1966 

 

Thank you so much for your first post and welcome to the community forums, it's great to have you here. 

 

I am so sorry that you have experienced this issue with your deal. Just to confirm when you have stated you have checked in your app, you mean you have checked you package via your My Virgin Media profile and it is listed as a deal with 500mbps? 

 

Or have you performed a speed text and can only see these speeds are being received? 

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