Volt upgrade - speed not updated

[dmci5722]

I changed over to Virgin in July 24 and I am still waiting for my Volt upgrade! im on 500 my account says 1Gb but speed tests have never been above 600. My O2 upgraded my data doubled automatically without prompt so 10 out of 10 for O2. I have tried to speak with a human but seem to get machines that offer a solution to a different problem then cut you off. over the last few months of trying I did actually speak to someone who wasn't sure what Volt was!. They took a lot of details and then passed me to O2 but here we are still. Yesterday I was sent a WhatsApp link but no one answers anyone got any solution? Im hoping it may be a setting somewhere that doesn't involve trying to speak to "Virgin"...Thx

[MOD EDIT: Subject title changed for clarity]

[newapollo]

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@dmci5722 wrote:

I am still waiting for my Volt upgrade! im on 500 my account says 1Gb but speed tests have never been above 600. [MOD EDIT: Subject title changed for clarity]

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Which hub do you have?  If you don't know then you can quickly check by looking at the pictures <here> 

You need either a hub 4 or hub 5 for the Gig1 speed.

Have you been testing your speeds over wifi or via an ethernet connection? 

You need to test your speed on a wired connection, preferably using a PC/laptop on the following site

 https://samknows.com/realspeed/ 

It shows the speed directly to your hub and also the device you are using. In the bottom left hand corner it should also show your package eg Package:Virgin Media,1000x50  or Package:Virgin Media,1000x100 if on the Gig1 tier.

You can also check the speed via the hub configuration by typing http://192.168.0.1/  into a browser window and clicking on Check router status (below the log in section)

Click on Configuration in the top navigation bar, then check the  Max traffic rate showing under Primary Downstream Service Flow - it should be 1230000450 bps if on the Gig1 connection.

[dmci5722]

Hi newapollo

Thx for your advice....

We have the Hub 5 used your speed link getting 518 (hub) and bottom corner 1000 x 100, We have a desktop pc about a metre from the hub. We have tested many times had about 600 in the early days the whole system is new in the village we live in.

Thx dmci

[newapollo]

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@dmci5722 wrote:

Hi newapollo

Thx for your advice....

We have the Hub 5 used your speed link getting 518 (hub) and bottom corner 1000 x 100, We have a desktop pc about a metre from the hub. We have tested many times had about 600 in the early days the whole system is new in the village we live in.

Thx dmci

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Hi again @dmci5722 

Please can you do me a favour.  You've marked the post as a 'Helpful Answer'. The Forum then automatically shows the thread as solved, but we haven't solved your speed issue, so you need to undo that, it's easily remedied by yourself.

Click on the dropdown menu icon in the top right hand corner of the post you marked, and in the dropdown screen click on Not a helpful answer (screenshot  at the bottom of this post)

The bottom left corner of the samknows speed test shows you've been provisioned for Gig1, and you've got the right hub for that speed.  I could understand getting 518 to your PC device if on a wifi connection, but you should be getting around 940 to the hub and the PC if you have it connected by ethernet cable.

Have you used the /check-services/   function? You can also a run a test on your equipment from there. 

If nothing is showing  you could also try the automated Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

We might need some further details from you, but please run the check services test first.

[dmci5722]

Hi Sorry about the Helpful bit.. Yep tried "check service" and it was inconclusive( I have tried this "check service" a few times before and its been ok)  it then offered me a chat that didn't  work (a recurring theme) but another box offered a fault call service . I dialled and was asked for letters for a security word I had never set up. I pushed any 3 buttons and got through??? A human!!! he then asked me for 6-8-10th letter from the word I had never set up, when I could not answer he asked me to confirm my email address so I gave him the one right in front of me on my VM account page this was also wrong he said! If at this point your losing the will to live so am I.  I had an average of 40mbps a few months ago now I have 500+ I know I should have 1gb but VM don't seem to have the skills knowledge or ability to sort this. I need to be doing other things so will have to leave this for a while.
Many thanks dmci 

[newapollo]

Hi again @dmci5722 

The 'Helpful answer' catches a lot of people out (myself included) it should be changed to something like Solved, as it helped guide you, but didn't solve the problem.

The 'security word' you never set up can be edited via My Virgin Media.  It's actually a Memorable Word and can be found under the heading Telephone Security Details on the following page, which also contains your account email address https://www.virginmedia.com/identity-settings/account/details

The account email address can be confused with the Contact email address  which can be found on the

https://www.virginmedia.com/myvmo2/account-settings/marketing-and-contact-preferences page