{"id":37261,"date":"2024-02-21T07:56:41","date_gmt":"2024-02-21T07:56:41","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=37261"},"modified":"2024-02-21T08:06:18","modified_gmt":"2024-02-21T08:06:18","slug":"virgin-media-uk-users-struggle-to-add-symmetric-broadband-speeds","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2024\/02\/virgin-media-uk-users-struggle-to-add-symmetric-broadband-speeds.html","title":{"rendered":"Virgin Media UK Users Struggle to Add Symmetric Broadband Speeds"},"content":{"rendered":"

Some of UK ISP Virgin Media<\/a>’s (VMO2) existing broadband customers in nexfibre<\/a> areas have complained that, due to confusion within the provider’s support team, they’ve struggled to add the new +\u00a36 per month symmetric speed boost to their package, which was recently launched alongside the new 2Gbps plan (here<\/a>).<\/p>\n

Just to recap. The option to add symmetrical speeds \u2013 “across all of its speed tiers<\/em>” within nexfibre<\/a>’s full fibre areas (covering almost 1 million UK premises) \u2013 was launched on 7th February 2024 and would set existing customers back an extra \u00a36 per month<\/strong>. But it ended up taking a few days before the new 2Gbps service and optional speed boost actually became available via Virgin Media<\/a>’s website (here<\/a>).<\/p>\n

However, it didn’t take long before reports of problems started to appear on both the internet provider’s own Community Forum<\/a> and ISPreview’s Forum<\/a>, with most of the complaints about the \u00a36 speed boost being linked back to customer support agents giving out incorrect information.<\/p>\n

Part of the issue appears to stem from the fact that existing customers in nexfibre areas can’t simply click a button to add the new boost to their package. Instead, the postcode checker confirms that the “Upload speed add-on<\/em>” is available for \u00a36 a month on a rolling 30-day contract, but those who then try to change their package under “My Account<\/em>” (or via the App) are prompted to start an online chat and this is where the issues start (it’s a similar experience for those who try calling).<\/p>\n

“Agents are either telling customers [the symmetric speed add-on] doesn’t exist, that the contract needs to be cancelled, and a new order placed, or we’re being quoted inflated prices<\/em>,” said one of those affected (Brumski). In other cases, the support agents have also been stating that their 1Gbps and 2Gbps packages include symmetric upload speeds by default in nexfibre areas, which they do not (it’s 100Mbps and 200Mbps respectively).<\/p>\n

ISPreview queried the situation with Virgin Media, which confirmed that their 1Gbps and 2Gbps packages don’t come with symmetric speeds and that those customers who live in areas served by nexfibre\u2019s network can add the optional upload speed add-on for \u00a36 extra per month. In addition, Virgin told us that all customer care agents have now been fully briefed on Gig2, and they are currently reminding them of their processes on how to add the service to accounts.<\/p>\n

A Spokesperson for VMO2 told ISPreview:<\/strong><\/p>\n

“We apologise to the small number of customers who have experienced an issue adding symmetrical services to their account. We are reminding agents of our processes for this new service.”<\/p><\/blockquote>\n

Sadly, it’s not uncommon for Virgin Media’s customer service teams to be out of the loop with the provider’s latest developments, which is an issue that has come up with a number of past product launches too. We’ll be keeping an eye out over the next few days to see if there’s any change for those who have been trying to get the service added to their accounts.<\/p>\n

In the future, it may be wise for customers to wait a few weeks before pursuing one of VMO2’s new product launches, since that appears to be about how long it takes for their support teams to be brought up to speed. Comically, during research for this piece, some of the provider’s support agents told us that they often get news of new product launches from ISPreview, before VMO2 itself tells them.<\/p>\n","protected":false},"excerpt":{"rendered":"

Some of UK ISP Virgin Media’s (VMO2) existing broadband customers in nexfibre areas have complained that, due to confusion within the provider’s support team, they’ve struggled to add the new +\u00a36 per month symmetric speed boost to their package, which was recently launched alongside the new 2Gbps plan (here).<\/p>\n","protected":false},"author":1,"featured_media":32575,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[56,2714,32,475],"class_list":["post-37261","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-fttp","tag-nexfibre","tag-o2","tag-virgin-media"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/111968407150241353","error":""},"yoast_head":"\nVirgin Media UK Users Struggle to Add Symmetric Broadband Speeds - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Some of UK ISP Virgin Media's (VMO2) existing broadband customers in nexfibre areas have complained that, due to confusion within the provider's support\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2024\/02\/virgin-media-uk-users-struggle-to-add-symmetric-broadband-speeds.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Virgin Media UK Users Struggle to Add Symmetric Broadband Speeds - 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