1 gig internet with valerie modem - can I upgrade modem

[ragewave34]

Hello,

Recently purchased 1 gig internet. I have the Valerie modem.  How can I upgrade to Vincent to leverage better speeds?  Does this give me better speeds? Valerie seems to be capped at 300 mbps.  I feel like the speed I'm paying for isn't being used.

Thoughts ?

[VirginPlusAntgio · Accepted solution]

Hey there @ragewave34 , 

Welcome to the community and thanks for your post. 

When processing a speed change, the system will determine the modem required for the connection. 

If you're experiencing speed issues, we invite you to try our Virtual Repair Tool as it will test your connection and advise you if there's any issues. 

In the instance that your modem is defective, you will need to get in touch with our technical support team for further testing and instructions. 

Let the community know if you have more questions.

[phoofk]

I have been trying for a week to get my modem upgraded to Vincent and no one is able to do it. I asked for a better modem to be sent to me and they sent me the same one (Valerie) which has TERRIBLE 5Ghz connectivity. I am going to disconnect my service if this doesn't get resolved today.