200M : Mismatching Speeds

[Tali]

Hi

I'd appreciate some input on this before I call VM.

My account page on the VM website has a banner that says "Your speed boost is complete. Your connection speed is now up to 200mbs". The details of my package also show that I am being billed for Vivid 200.

The Max Traffic Rate on the Superhub/Router Status/Operation Configuration page is showing 69000000 bps and a speed test is showing me at around 60Mbps.

Am I right in thinking that the Max Traffic Rate should show something similar to 210000000 bps?

Is there a way to fix this before I call them up?

Cheers.

[Matth]

Power cycle the*Superhub?

What were you on before? That's a weird number, my 70Mbit has 80500000 bps, and that number is too high to be 50Mbit

[Tali]

Cheers, tried power cycling, it made no difference.

Looking back through bills, I was on 60Mb before, and it was changed to 200Mb when I got my second box (V+) removed.

Going to call them now.

[SCA1972]

Which hub do you have? In order to get the 200Mbps config you need at least a Superhub 2 as they don't do that config for the original Superhub.

[Tali]

I have a Superhub 2.

I've just spent the last 35 mins on the phone to VM, and it feels like they've blamed me for being billed for a different service that I've received because this is the first time I've phoned up about it since it changed (in August). If I was 'non-technical' and didn't look at the Router config page or performed a speed test I would never have known.

I called up in August to get my V+ changed to a Tivo. In the end, this didn't happen, and I asked for the V+ box to be removed. At this point, they moved me on to the Big Kahuna package, with Vivid 200 (I don't remember agreeing to this). They said that the reason I didn't get 200Mbs is because my Superhub is not compatible, they should have sent me a new Superhub but they didn't. The person I spoke to also said something about the CDSE(?) showing XL broadband, instead of XXL.

I don't remember agreeing to moving to the Big Kahuna, but apparently I did because in the notes it says I requested Big Kahuna. I didn't. I requested that the box be removed. Anyway, whether I agreed or not, they didn't send me new Superhub.

I asked about credit as I've been paying for 200 and only receiving 60. They said I'm only entitled to credit from today, because I've only called in today. I believe I should be entitled to credit from when the mistake was made at VM. Haven't I been overpaying?

I asked how much I should have been paying if I'd stayed on 60Mb, and was told £80 (and some pence), which is more than I'm paying now anyway. A lesser service costs more than a superior service?

Does that sound right? When I had 60Mb, I was paying about £80 for the Premiere Collection. If the V+ box had been removed, without moving me to he Big Kahuna, does anyone know how much I would have been paying?

Not overly impressed at the moment. It doesn't really make much sense, and people say electricity bills and tariffs are confusing!

[SCA1972]

If you have a SH2 then they are wrong about you needing a new hub. I'm using the Vivid 200 service just fine with my SH2.

Can't comment on the rest of the stuff, but it might be worth posting on the VM community forum and seeing if the staff there can clarify what has gone on and what you should be paying. They are much better than most of the phone staff that VM employ these days.

http://community.virginmedia.com/t5/...geAccountCable

[Kushan]

Time to fire an email off to the CEO's office.

[Tali]

Thanks for the input. SH3 arrived this afternoon and is now connected up and working. I'll look into the other stuff too.

Thanks for the wise words

[pip08456]

Originally Posted by Tali

Thanks for the input. SH3 arrived this afternoon and is now connected up and working. I'll look into the other stuff too.

Thanks for the wise words

What's your speed now?