another gig upgrade slower the previous connection

[spacecadetuk]

Hi

I have just upgraded (10/01/22) to the 1 gig and I have managed to get the Sam knows speed test to work and it doesn't seem like I'm getting the speed to the hub.

I'm basically getting the same as before the upgrade.

[carl_pearce]

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@spacecadetuk wrote:

Thanks.

I take if that doesn't work it's a phone call to customer services :☹️

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Yeah... I know... Not exactly something to look forward to!

[spacecadetuk]

Tried a reset of the router, still the same. Thanks for your help though.

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	54k;fg87dsfd;kfoA,.iyewrk

Primary Downstream Service Flow

SFID	32640
Max Traffic Rate	690000278
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	32639
Max Traffic Rate	44000278
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	bestEffort

If anyone from the forum team can pick this up and save me a call to customer service it would be appreciated.

[carl_pearce]

You could try the live chat, which pops up on the right hand side:

https://www.virginmedia.com/broadband

[Kath_F]

Hi spacecadetuk, 

Thanks for your post and apologies to hear you're getting lower speeds that you were expecting. 

Taking a look at the account, I can see why the speeds are topping out. In order to discuss this further with you, I'll need to pass data protection with you. I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks, 

[spacecadetuk]

I rang customer service as requested and was told there is a problem but she would push the config file to the router and reboot it remotely.

When I got home I checked and it is still the same.

I have since rebooted and reset the router but it is still the same.

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	kfoA,.iyewrkldJKDHSUBsgvc

Primary Downstream Service Flow

SFID	32640
Max Traffic Rate	690000278
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	32639
Max Traffic Rate	44000278
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	bestEffort

Network Log

Time Priority Description

Thu Jan 1 00:01:29 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 17 19:12:56 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[jem101]

@spacecadetuk oh, and you believed what VM offshore customer services told you? Ah bless!

Joking aside, what does your online account say you should be on and indeed being billed for?

[spacecadetuk]

I was lucky and got a UK call center.

Getting billed for 1gig.

[jem101]

So you are being billed for a 1 Gig connection but they are not supplying it? Trading standard anyone…..

[Adduxi]

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@spacecadetuk wrote:

Hi

I have just upgraded (10/01/22) to the 1 gig and I have managed to get the Sam knows speed test to work and it doesn't seem like I'm getting the speed to the hub.  <snip>   

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Just noticed your last post shows you are a VOLT upgrade.  These take 14 days to activate on the VM side.  Also make sure your O2 and VM accounts are in the exact same Name and Address etc. or the upgrade may fail.

[Paulina_Z]

Hi @spacecadetuk,

Thank you for coming back to us. How are your speeds getting on since you last spoke to my colleague? Have you had a look at SamKnows recently to see what you're receiving? 

Let us know if there's anything further we can help with in the meantime. 🙂

Thank you.