Max Traffic 30mb on 100mb install?
 

So I got my 100mb broadband installed. 1st superhub seemed to have problems and after a brief sniff at 95mb down, it dropped to anything from 10 to 40. The engineer eventually swapped the superhub for another which has a more stable connection. We still couldn't get anywhere near 100mb, but as it was getting on and he'd been here for hours I let him go. He really tried.

After he left I noticed that unlike the original superhub that he'd brought, this one was only showing a max of 30mb down and 3 up in the connection screen on the superhub, which suggests to me that for some reason it thinks I'm on 30mb? I've been speaking with the supervisor for the Glasgow installers and we seem to be agreeing that this doesn't look right and would explain why my speedtest results are showing 3 up and 30 down. He asked them to ping my router a 100mb activation again, but it's had no affect. I'm wondering if they are sending the code to the correct router? I guess they must be.

Any ideas?

Primary Downstream Service Flow
Downstream(0)
SFID 4076
Max Traffic Rate 33330000 bps
Max Traffic Burst 3044 bytes
Mix Traffic Rate 0 bps
Primary Upstream Service Flow
Upstream(0)
SFID 2828
Max Traffic Rate 3333000 bps
Max Traffic Burst 8160 bytes
Mix Traffic Rate 0 bps
Max Concatenated Burst 8160 bytes
Scheduling Type Best Effort

Re: Max Traffic 30mb on 100mb install?
 

That's a 30Mb config your S****hub is provisioned for. Problem their end or you need a swap.

Re: Max Traffic 30mb on 100mb install?
 

It appears they have the original mac address in the system for my account so no amount of sending 100mb updates will reach it. It's apparently going to take somewhere between Wed and Friday of next week to get the correct mac code assigned to my account so that they can activate 100mb on this router. Oh well, at least I'm getting 30mb - slower than I had before they came, but better than nothing.

Re: Max Traffic 30mb on 100mb install?
 

That's B/S.

If the MAC address for the S****hub that you are using is not on the system then you CANNOT be connected, ie - you have NO internet connection!

Sounds like offshore excuses which you shouldn't have being on their flagship product which is 2nd line support not offshore!

You have been let down by VM from the start of your upgrade!

The engineer should've made sure that the config file had been sent and your S****hub had accepted it and was indeed set to perform as expected. If he was there hours then he should've informed you as to what the problem was and asked if you were willing to accept the 30Mb service until whatever the problem was would be sorted.

Re: Max Traffic 30mb on 100mb install?
 

I am certain that I know what the issue is and that the modem has been incorrectly assigned so it will have been raised to IT for resolution, only 2nd line support 100Mb and it will be them who have raised the ticket up for him.

Re: Max Traffic 30mb on 100mb install?
 

Hmmm ..

The only thing I can think of is the modem you are using now is assigned to someone elses 30Mb service ..

Without seeing your account, I don't know why your modem has a 30Mb docsis, but what ever the reason, it wouldn't be a difficult thing to fix.

Did you by any chance get a reference number when you called up ?

Re: Max Traffic 30mb on 100mb install?
 

That is my thoughts exactly but left to you to confirm.:)

Re: Max Traffic 30mb on 100mb install?
 

So Masque and Nopanic, what happened with the install engineer?

Flagship product, engineer install only, not done!

Why would the OP need to ring in?
Why would he need a reference number?
Why has the engineer given him a S****hub which is assigned to someone elses service?
I could go on but I would like to see your excuses first!

Re: Max Traffic 30mb on 100mb install?
 

The OP shouldn't need to call in, depending on how they feel they have been treated they should complain. If they feel everything has been done, but sadly something is wrong, then I'm afraid these things happen, if they feel hard done to, then the only way forward is to make a complaint.

The reference number was for me, to see if I could fix it. I cant ask for details on this forum, but if there was a reference I could take a quick look without breaking DPA.
The Superhub isn't at fault, its being sent the wrong docsis. (thats how it sounds to me)
The assigning to someone else's service, if the tech has tried this one at someone else's property, maybe as a test or if it has been returned and not cleaned correctly, it could still be assigned to the wrong account. It's still logged to the OPs billing account, but not provisioned correctly.. this is only a guess.

You may continue .. :D

Re: Max Traffic 30mb on 100mb install?
 

Funnily enough I actually agree with you to a point.
I didn't say the S****hub was at fault as it is obvious the fault is elsewhere. ie the config file.
Going by my short experience with the 100Mb service, the tech comes and connects the s****hub, then rings for it to be acivated, checks the new config file has been pushed to it,, then checks the speed on a test site of his choosing.

If there is a problem then that is why your flagship product is tech install only!-You have a tech on hand to sort it! If not then surely it could be user install and still have the problem that a tech could not resolve.

Seems stupid to me, unless of course you know different.

Re: Max Traffic 30mb on 100mb install?
 

No, as I understand it, the tech is there to make sure the local connection is spot on and the service works.

In this case things have gone wrong, unfortunately, and it needs looking into.

Re: Max Traffic 30mb on 100mb install?
 

He didn't, it doesn't. Anything else to say?

Re: Max Traffic 30mb on 100mb install?
 

He followed the process and transferred him to 2nd line for resolution.

Re: Max Traffic 30mb on 100mb install?
 

So process means there is no real case for tech install as if there is a problem all he needs to do is pass it off to support.

Good way for a flagship product!

Re: Max Traffic 30mb on 100mb install?
 

If they have a fault they call technical support for help which is normal for any technician as sometimes the is a request for them to call in on the notes, any issues they go to the next tier above the Activation team who would not have the relevant tools to see if the was an issue.

I do not support 100Mb as it is 2nd line only at present,but I can be pretty sure what I would have seen if I had taken the call and used my online tools.

Re: Max Traffic 30mb on 100mb install?
 

Then what would you have seen Masque?

That said why the need for tech install? The OP has been left in exactly the same situation as if it was self install.

Good flagship product!!!!!!!!!1

Re: Max Traffic 30mb on 100mb install?
 

Mistakes happen, you can't expect everything to work every time.

Re: Max Traffic 30mb on 100mb install?
 

Hence the so called need for a tech install. This just goes to show how unneccessary it is.

I'm still waiting for Masque to tell us what he thinks he would've seen.

Re: Max Traffic 30mb on 100mb install?
 

The tech was with me for hours. At one point I had no service at all. He stayed from 2pm to 6pm doing his best to get me back online. When he succeeded we assumed we were back to the same slow speed issue and my plan was to call CS and revert to 50mb which had been faster. He didn't just pack up and run. I also have both his and his supervisors mobile number. in fact he'd left, I called, he came back.

It just happened that I noticed the wrong max traffic on the router after he'd gone home and figured that somewhere between three modem swaps the mac address had probably come undone. So I called support because both the tech and his super had finished for the day.

Level 2 support confirmed the wrong mac across several systems, many that he couldn't alter. Also cofirmed that the mac was on a different account and it was just luck I had service. I'm told it'll be somewhere between mon and fri to get resolved.

Who knows, I may actually see 100mb out of this hub yet.

As a router it's ok. I'm using my primary router as an access point (wired and wireless) for everything and then feeding that into the super hub. Only a minor change to my network as I get superior wireless performance through my asus router.

---------- Post added at 09:58 ---------- Previous post was at 09:56 ----------

Oh. I had line issues and a redundant box in the bedroom too. Got the tech to remove splitters and change some attenuators. Also had a dodgy cable which he replaced. So the tech actually did a lot to improve my line quality.

---------- Post added at 10:05 ---------- Previous post was at 09:58 ----------

What I am saying is yes, there was a feck up. But I think it was a system failure rather than tech. I personally heard him asking for the modem to be swapped out. I believe someone fudged up at the other end of the phone. Sure, he and I, should have noticed the 30mb max traffic at the time. It was a 4 hour slog, so I'm cutting him some slack.

Re: Max Traffic 30mb on 100mb install?
 

---------- Post added at 10:19 ---------- Previous post was at 10:18 ----------

Exactly what he says below, it depends on the agent and how they use their tools.

Re: Max Traffic 30mb on 100mb install?
 

Feeling less forgiving now. Almost a week and it still has a 30 mb profile.