VirginMedia 20Mbps to 30Mbps

Gwyndaff

I have been with VirginMedia (VM) for nearly 10 years, I currently have the XL broadband package which I recently realised has been upgraded from 20mbps to 30mbps. As I am still only getting 20mbps I thought I would contact VM to see if there was something I needed to do to get the 30mbps.

My 20mbps service is great to be honest I have very little problems with it. I have a VM supplied cable modem with my own dlink wireless router. This is where the problem lies I think. I have been told that my cable modem, which I have had for a number of years, can only manage 20mbps.

On phoning VM I got through to the overseas call centre and it seems I would have to have a new wireless router, provided by VM at no charge buthave to pay an activation fee of £30.

Now this is where I have a problem, I know the £30 isn't a massive amount of money but the principle of it remains. The way I see it, I am currently paying for the XL package, which is 30mbps. I am only getting 20mbps because of hardware supplied by VM. Surely I shouldn't have to pay anything to get what I am currently already paying for. They also wanted me to renew my contract for 12 months as part of the process.


The overseas call centre would not budge on this fee, in my opinion the XL service is already activated, its just my cable modem isn't up to the job. On doing multiple speed tests the speed flies up to 20mbps and abruptly stops, just before, whereas before now I have had the speed test get to between 11 and 18mbps.


On the My VirginMedia page of the website it states I have Broadband XL. However, my bill states that I have Broadband XL(20). Funnily up until my January bill it stated Broadband XL.


Where do you think I stand on this?

kwikbreaks

They have issued a new package and given you a pathway to it albeit one that will cost you a one-off £30. If you choose not to take that route then VM will happily continue to supply the product you have a contract with them to supply - the 20Mbps one.

Where do you stand? Do you mean is there any legal way to force VM to supply you the necessary router to operate at 30Mbps free? If so the answer is no. You can try calling retentions and !!!!! about it but many have taken that route and got nowhere - ymmv.

macman

if the bottleneck is the cable modem, then how is a new wireless router going to help? You'll still have the original cable modem maxed at 20Mbps. Since the modem is VM's property, unlike your current router, if you are paying for a 30Mbps service then they ought to provide the necessary modem to enable you to get that speed. If it were the router that was the issue, then I can see their point.

kwikbreaks

VM provide a combined modem router now. 30Mbps is delivered on DOCSIS3 and none of the 10/20Mbps modems support that. If you don't pay the upgrade you stay on 20Mbps.

Gwyndaff

Ok, thanks for the advice everyone.

On further reading I have discovered that the 'Superhub' that they provide as a wireless router is somewhat unreliable. I think I'll just keep an eye on forums for now.

Cheers!

KillerWatt

Gwyndaff wrote: »

Ok, thanks for the advice everyone.

On further reading I have discovered that the 'Superhub' that they provide as a wireless router is somewhat unreliable. I think I'll just keep an eye on forums for now.

Cheers!

They are reliable enough, they just don't play well with multiple games consoles online at the same time.
Since getting my "Superdud", I have found that disabling IP Flood Detection lets both the kids consoles online at once without any issues (it's only been a couple of days, but it's looking good so far).