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If I search my address as a new customer I can get 2GB and the upload speed. If I try and upgrade my package the new page fails to load. (see images)

I only want the extra upload speed so I called the sales team and was told I would need to cancel, pay the cancellation fee and order again to get it. I guess I've just found why everybody complains about their support
 

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If I search my address as a new customer I can get 2GB and the upload speed. If I try and upgrade my package the new page fails to load. (see images)

I only want the extra upload speed so I called the sales team and was told I would need to cancel, pay the cancellation fee and order again to get it. I guess I've just found why everybody complains about their support
Maybe first day (as an option) teething troubles. Hopefully you'll be able to process the upgrade online within a few days.
 
Its nice you can pick any plan and pay £6 more for same download/upload. so your not forced to get gig1 or gig2 for decent upload speeds.

This is what openreach should do.
View attachment 11143
yup noticed this too, looks like ill be going 1000/1000 £84 (£90 2000/2000) is just too much imo.

£48 (£52 without o2 volt) for 1000/1000 seems good to me, but £90 for 2000/2000 doesn't seem like a good deal to me.

1707825946903.png


Unless the sales team can get it to around £60 I've no interest in it tbh.
 
yup noticed this too, looks like ill be going 1000/1000 £84 is just too much imo.
that's what I would of done, 1130 down and up is more then enough for now XD

the price for 2gbps will drop by i say at least £30 off, £84 is way to much for 2gbps.

even EE charges £69.99 for 1.8gbps with a lot of nice deals that comes with that plan (expect the upload speed) lol.
 
as of 13/02/2024
PackagePrice £Dif £
125Mbps27n/a
250Mbps336
500Mbps407
1000Mbps466
2000Mbps8438

that's what I would of done, 1130 down and up is more then enough for now XD

the price for 2gbps will drop by i say at least £30 off, £84 is way to much for 2gbps.

even EE charges £69.99 for 1.8gbps with a lot of nice deals that comes with that plan (expect the upload speed) lol.
Yeah I agree, its a shame how they do this though, I guess it means more to others, than some, but I honestly noticed more with the upload speed going from 100 to 200, than i did with the download speed going from 1000 to 2000 during my trial, speedtest sites struggled to display correct speed, after all I want it to download games mostly, and steam never went higher than 160 really, I'm sure I wasnt far off that on the 1gb package, the 1000 upload would be nice. 2000 would be ideal, but not fot £90.
 
It is quite the jump to 2Gbps when it is simply a different profile is the only real technical difference at the sharp end. 1Gbps symmetric is probably the sweet spot, in all honesty, but I'll probably go for 2/2, and mostly because I can.
 
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It is quite the jump to 2Gbps when it is simply a different profile is the only real technical difference at the sharp end. 1Gbps symmetric is probably the sweet spot, in all honesty, but I'll probably go for 2/2, and mostly because I can.
Price isn’t the issue it’s just not worth that much to me, if it was +£7 or even +£10 then maybe, but surely the more people willing to pay it, why would they lower it? 1000/1000 will be fine for me tbh, as I said I been on the 2gig for some time now, and notice zero change, only the extra 100mb up meant something.
 
I wonder if there's some sort of fundamental change within VMs network. I remember previously they wouldn't offer discounts etc. to people based on how high their usage, and especially uploaded a lot.
Yes: this product isn't being delivered over the cable network. Full fibre only.
 
Anyone managed to upgrade or even add the upload add-on yet?

Both are showing as available in my area if I go to sign up as a new customer. My Virgin Media just routes me to online chat if I hit the "upgrade your package" button.

Currently in a chat session, but going from past experience and speed of responses - I'm not holding out much hope.
 
Anyone managed to upgrade or even add the upload add-on yet?

Both are showing as available in my area if I go to sign up as a new customer. My Virgin Media just routes me to online chat if I hit the "upgrade your package" button.

Currently in a chat session, but going from past experience and speed of responses - I'm not holding out much hope.
Don't expect them to know anything really, I really hope you get sorted though, my trial is ending soon, and they said they would call, but I'm highly doubting they will, and ill have to try speak to someone who will probably have no clue about any trial -.-
 
Anyone managed to upgrade or even add the upload add-on yet?

Both are showing as available in my area if I go to sign up as a new customer. My Virgin Media just routes me to online chat if I hit the "upgrade your package" button.

Currently in a chat session, but going from past experience and speed of responses - I'm not holding out much hope.
Went through chat and was told to phone sales. Sales said to cancel, pay the cancellation fee and sign up again if I want the upload add-on. Guessing they don't know anything about these changes and can't see them as I was told I was on the fastest package (I'm on 1GB but want the upload add-on) so according to them I couldn't upgrade to 2GB either
 
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Went through chat and was told to phone sales. Sales said to cancel, pay the cancellation fee and sign up again if I want the upload add-on. Guessing they don't know anything about these changes and can't see them as I was told I was on the fastest package (I'm on 1GB but want the upload add-on) so according to them I couldn't upgrade to 2GB either
firstly upgrade to 2gig, after that and you get the contract, cancel it(you get a 14 day cooling off period as technially its a "new" contract), when they say why you cancelling say your unable to purchase a addon that is avalible to new customers. (you wont pay fees this way)

its stupid tbh

try make a complaint, i usually email ceo and that team sorts any issues out. touch wood though (i litteraly went and found wood) I haven't had to do this since being on xgs network.

I feel your pain though, why does it have to be so difficult, makes me want to do the job, but I don't want to move abroad haha
 
Went through chat and was told to phone sales. Sales said to cancel, pay the cancellation fee and sign up again if I want the upload add-on. Guessing they don't know anything about these changes and can't see them as I was told I was on the fastest package (I'm on 1GB but want the upload add-on) so according to them I couldn't upgrade to 2GB either

This is along the lines of what I keep getting told.

firstly upgrade to 2gig, after that and you get the contract, cancel it(you get a 14 day cooling off period as technially its a "new" contract), when they say why you cancelling say your unable to purchase a addon that is avalible to new customers. (you wont pay fees this way)

its stupid tbh

try make a complaint, i usually email ceo and that team sorts any issues out. touch wood though (i litteraly went and found wood) I haven't had to do this since being on xgs network.

I feel your pain though, why does it have to be so difficult, makes me want to do the job, but I don't want to move abroad haha
Problem is, upgrading is difficult too. On two occasions i've been told that I couldn't upgrade because I was mid-contract.

If that is indeed the case, it's so backwards that it's not even funny. I've heard of providers not letting you downgrade mid-contract - but i've never come across a provider that wouldn't let you upgrade. What provider in their right mind would want to prevent customers from spending even more money with them on a monthly basis!
 
I can confirm the live chat is completely useless 😬

I have been told I am already on the 1gig plan and offered the 2gig plan for £48 instead... at that price its tempting except my home network is gigabit so I can't even make use of my current package fully without upgrading a bunch of hardware 😥

I hope you all have a nice laugh at my suffering 😂

{security questions and trying to sell me a tv package}

Me:
at 12:12, Feb 14:
I just want the symmetric upload speed addon that was announced last week and is showing as available for new customers for my address but I have no way to add it in my online account

Heena
at 12:14, Feb 14:
Appreciate your patience
As I have amazing deal for you where you will get 2000MBPS speed for monthly 48 pounds l till your current contract end let me your idea on this ?

Me:
at 12:16, Feb 14:
I am more interested in the 1gbp upload speed addon, I don't need more download speed because my home network can't support it

Heena
at 12:18, Feb 14:
Thank you for confirming the details As I can see that you are already on 1gig

Me:
at 12:19, Feb 14:
yes i am on 1gig download but only 100m upload

it was announced last week and is available to new customers that there would be an addon that would increase the upload speed to match the download speed

Heena
at 12:25, Feb 14:
So sorry to hear that I will surely look in to this and connection an yes I can help me with increase as well but they will charges 48 pounds each month if you ok then I can help you with the increase as well

I am sorry to know about the hassle you have been through & can understand the situation could be really stressful when you are not able to keep up with your schedule . I know missing on classes /seminars & the work can definitely be frustrating . But do not worry as you have reached the right team , we will make sure this is resolved on priority for you .
Can I know if you are present at home & we can perform diagnostics to understand the reason for the broadband performance & get this fixed please ?
September 26, 2023
I am sorry to know about the hassle you have been through & can understand the situation could be really stressful when you are not able to keep up with your schedule . I know missing on classes /seminars & the work can definitely be frustrating . But do not worry as you have reached the right team , we will make sure this is resolved on priority for you .
Can I know if you are present at home & we can perform diagnostics to understand the reason for the broadband performance & get this fixed please ?

Me:
at 12:27, Feb 14:
I don't think you understand. I am currently on the 1 gig plan and I am getting exactly what I am paying for. What I want is to add the symmetric upload speed addon that virgin media have recently announced

I don't want an upgrade to the 2gig plan with 200m upload, I want an upgrade to the 1gig plan WITH 1g upload

Heena
at 12:36, Feb 14:
Thank you for confirming the details can you please confirm what the download speed you are getting as per the download speed upload speed will lesser and no customer will get 1gig speed to 1gig upload speed only 200 MBPS which is ideal speed since you have issues with internet for this I can send the engineer who will help you resolved the issues

Me:
at 12:37, Feb 14:
never mind, I don't think you understand what I am asking....
 
2Gbps for £48? Wow.
 
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I can confirm the live chat is completely useless 😬

I have been told I am already on the 1gig plan and offered the 2gig plan for £48 instead... at that price its tempting except my home network is gigabit so I can't even make use of my current package fully without upgrading a bunch of hardware 😥

I hope you all have a nice laugh at my suffering 😂
You need to say you want the "Upload speed add-on", its not technially a speed upgrade, its a addon that you can choose to have one month and not the next (weirdly), it might be in a whole different system on for them.
 
This is along the lines of what I keep getting told.


Problem is, upgrading is difficult too. On two occasions i've been told that I couldn't upgrade because I was mid-contract.

If that is indeed the case, it's so backwards that it's not even funny. I've heard of providers not letting you downgrade mid-contract - but i've never come across a provider that wouldn't let you upgrade. What provider in their right mind would want to prevent customers from spending even more money with them on a monthly basis!
unreal isnt it "Sorry we dont want more of your money right now"
 
You need to say you want the "Upload speed add-on", its not technially a speed upgrade, its a addon that you can choose to have one month and not the next (weirdly), it might be in a whole different system on for them.
Just tried again asking for the upload speed addon and I got further than last time but they wanted to move me over to a new package for £11 more per month for symmetric 1gig (£36 -> £47). I sent them a screenshot of the new customer sign up box and they said that's an online exclusive offer for new customers only 😥
 
Just tried again asking for the upload speed addon and I got further than last time but they wanted to move me over to a new package for £11 more per month for symmetric 1gig (£36 -> £47). I sent them a screenshot of the new customer sign up box and they said that's an online exclusive offer for new customers only 😥
does the £47 include the extra £6 add-on? isnt too bad if it does.
 
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