100M Max Traffic 30mb on 100mb install?

zerolight · 28-05-2011, 18:51

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

pip08456 · 28-05-2011, 19:30

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

zerolight · 28-05-2011, 20:08

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.

pip08456 · 28-05-2011, 20:35

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.

Peter_ · 28-05-2011, 21:11

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.

Nopanic · 28-05-2011, 21:15

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 ?

Peter_ · 28-05-2011, 21:20

Quote:

Originally Posted by Nopanic

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 ?

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

pip08456 · 28-05-2011, 21:28

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!

Nopanic · 28-05-2011, 21:31

Quote:

Originally Posted by pip08456

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!

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 ..

pip08456 · 28-05-2011, 21:45

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.

Nopanic · 28-05-2011, 21:48

Quote:

Originally Posted by pip08456

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.

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.

pip08456 · 28-05-2011, 21:52

Quote:

Originally Posted by Nopanic

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.

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

Peter_ · 28-05-2011, 21:55

Quote:

Originally Posted by pip08456

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

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

pip08456 · 28-05-2011, 21:58

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!

Peter_ · 28-05-2011, 22:01

Quote:

Originally Posted by pip08456

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!

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.