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Sorry for the noob question I have GiG1 with the virgin 5 hub - how do I tell the difference between nextfibre/xgspon install and the virgin one ?
XGS-PON areas use the Hub5x (rather than the Hub5) which is visually different by the presence of a 10Gig lan port and fibre optic termination.
 
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XGS-PON areas use the Hub5x (rather than the Hub5) which is visually different by the presence of a 10Gig lan port and fibre optic termination.
So if it was a XGS-PON connection to the house it would always use the hub5x ? I am out of luck then 1Gbit max it is then :)
 
Has anyone managed to get the symmetric speed as a current customer?
I tried.

I've read some horror stories but the chat agent I got through to knew exactly what I referring to which was a good start.

However, she quoted me £84 a month for symmetrical Gig1 and when I sent them a screenshot of their website indicating it was a £6 monthly add-on she claimed that was incorrect and wouldn't budge.
 
I tried.

I've read some horror stories but the chat agent I got through to knew exactly what I referring to which was a good start.

However, she quoted me £84 a month for symmetrical Gig1 and when I sent them a screenshot of their website indicating it was a £6 monthly add-on she claimed that was incorrect and wouldn't budge.
I asked for the upload add-on and got offered the 2gig for £84 per month and the operator insisted that was symmetric. I shared the image to them of what a new customer could order and got put through to "customer relations" which seemed to get somebody in the UK. I shared them the image and was told the system does not have that option and as such they can't add it
 
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I asked for the upload add-on and got offered the 2gig for £84 per month and the operator insisted that was symmetric. I shared the image to them of what a new customer could order and got put through to "customer relations" which seemed to get somebody in the UK. I shared them the image and was told the system does not have that option and as such they can't add it
It's all a bit of a farce, isn't it?

Maybe @Mark.J can get some sense out of VM? Mark they've been very public and vocal about the new Gig2 tier as well as the symmetrical add-on (aka "Upload Speed add-on") but if none of us can actually get the add-on it's all a bit noise with no substance.

Any chance you can clarify with them what's going on?
 
Just so that I have got this all correct. Existing customers are finding they can't get the symmetric add-on in nexfibre areas? Meanwhile, others in the same areas are being told that 2Gig comes with symmetric speeds, which of course it doesn't. Is that right?
 
Just so that I have got this all correct. Existing customers are finding they can't get the symmetric add-on in nexfibre areas? Meanwhile, others in the same areas are being told that 2Gig comes with symmetric speeds, which of course it doesn't. Is that right?
I can answer the first part - Yes I'm in an XGS-PON area currently on a Gig1 asymmetric package. The postcode checker confirms symmetrical ("Upload speed add-on") is available for £6 a month on a rolling 30-day contract but when I try and change my package under "My Account" it prompts me to start an online chat. This is where it all goes wrong. Agents are either telling customers it doesn't exist, that the contract needs to be cancelled and a new order placed or we're being quoted inflated prices.

Anecdotally I've seen people state that customer support insists Gig1 and Gig2 are already symmetric which we clearly know isn't the case.

All I want to do is give Vm an extra £6 a month to get symmetric speeds but that seems an impossible task.
 
Thanks for prodding VM @Mark.J

I've contacted VM about 5/6 times now regarding symmetrical speeds myself. No matter if I use the app or website, I basically get a prompt that triggers Online Chat (there's no Self-Service from what I can see).

Each time i've either been told that I can't upgrade because i'm in a contract, Gig2 isn't live yet (even though i'm asking for the add-on), or it isn't available in my area (it is, both Gig2 and the Upload Speed Add-on appear if I were to sign up as a new customer).

I've got as far as Escalated Complaints with my query, but as I posted earlier in the thread, I got the impression from the bloke I was speaking with that he was just wanting an open and shut complaint and basically told me although orders are being accepted for Gig2 (he didn't even know about the upload speed add-on), it's not getting installed anywhere at the moment as it's several months away (this has already been debunked by someone else in this thread).

The whole thing is a joke, i've never known a company make it so difficult to spend even MORE money with them!
 
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......basically told me although orders are being accepted for Gig2 (he didn't even know about the upload speed add-on), it's not getting installed anywhere at the moment as it's several months away (this has already been debunked by someone else in this thread).
That was me.

Some of my neighbours amended their orders to "Gig2" prior to installation and it was fine.

On the other hand I figured I'd stick with Gig1 and then upgrade to symmetrical or Gig2 at a later date completely naive to the fact that would prove to be seemingly impossible :(
 
price of 2gig is just unreal imo,

and it shouldnt be this hard to get an addon added to the account, would have been better for them to just ame new tarrifs it seems I want the "1000/1000" package rather than the "1000/100" package, should be able to go into your account and enable/disable it when ever you want ideally.
 
Thanks for prodding VM @Mark.J

I've contacted VM about 5/6 times now regarding symmetrical speeds myself. No matter if I use the app or website, I basically get a prompt that triggers Online Chat (there's no Self-Service from what I can see).

Each time i've either been told that I can't upgrade because i'm in a contract, Gig2 isn't live yet (even though i'm asking for the add-on), or it isn't available in my area (it is, both Gig2 and the Upload Speed Add-on appear if I were to sign up as a new customer).

I've got as far as Escalated Complaints with my query, but as I posted earlier in the thread, I got the impression from the bloke I was speaking with that he was just wanting an open and shut complaint and basically told me although orders are being accepted for Gig2 (he didn't even know about the upload speed add-on), it's not getting installed anywhere at the moment as it's several months away (this has already been debunked by someone else in this thread).

The whole thing is a joke, i've never known a company make it so difficult to spend even MORE money with them!
I managed to get it added on a few days ago, and took the usual half an hour for it to come into effect. I used the online chat option when triyng to add package extras from my account, and when I got through to an agent I simply asked if the "upload speed add-on" could be added on - straight away the agent mentioned symmetrical speed and quoted me a new price for my package. I'd tried a few times previously and had to luck, but after everything was updated on VM end (in terms of packages being displayed on their website for 2gig and speed quotes for symmeterical) I had no problems it seemed.
 
So when I can order I should just go for the symmetric from the off then. I’m amazed there are a number of folks that wanted Gig2. The way they gone over at the comments section 80MbPs Is FaSt EnOuGh for most people.

obligatory /s
 
Just tried again, surprise surprise, ended in utter failure.

The first person I was connected to actually knew exactly what it was I was after, but wasn't getting the option to add it to my account. As such, they transferred me to another team where things spiralled downhill very quickly.

Not only was there quite a wait, but when I eventually got connected to someone - they had no idea what the "upload speed add-on" was, started babbling on about Gig2 and then proceeded to tell me Gig2 wasn't available where I am (funny how I can order it if I were to sign up as a new customer though).
 
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Sorry for the noob question I have GiG1 with the virgin 5 hub - how do I tell the difference between nextfibre/xgspon install and the virgin one ?
You'd have a Hub 5x
 
Just tried again, surprise surprise, ended in utter failure.

The first person I was connected to actually knew exactly what it was I was after, but wasn't getting the option to add it to my account. As such, they transferred me to another team where things spiralled downhill very quickly.

Not only was there quite a wait, but when I eventually got connected to someone - they had no idea what the "upload speed add-on" was, started babbling on about Gig2 and then proceeded to tell me Gig2 wasn't available where I am (funny how I can order it if I were to sign up as a new customer though).
How annoying. I'd keep trying honestly - it took me a few attempts but I got there in the end.
 
Sorry for the noob question I have GiG1 with the virgin 5 hub - how do I tell the difference between nextfibre/xgspon install and the virgin one ?
The normal Hub 5 looks like this from the back:
VM Hub 5 Rear.JPG


and the Hub 5X looks like this:
VM_PIA_hub5x_connection.jpg



If you're on XGS-PON your hub will look like the 5X - anything else and it's the Hub 5.
 
I had an update after my complaint. The initial request asked for symmetric on 1Gb and the response was that they don't offer symmetrical speeds, to which I replied with screenshots of their own site. So now they've replied:

As I understand your complaint is about your package as you have stated that you would like to get a symmetric speed for an additional GBP6.00 as it’s been advertised on our website.

As resolution to your complaint, you have requested us to put you on a symmetric speed.

We completely understand how frustrated you must be. However, this is not the kind of experience that we would want our customers to go through. We apologise for the inconvenience caused and the time taken to resolve this issue. Based on our findings, we can see that your current broadband service is non-symmetric.

As a resolution to your complaint, to put you on a symmetric speed it would require a new (18months contract) for the total package price of GBP45.

Please reply if you are happy to proceed at this price and we would definitely do the needful.

I've replied to ensure I get confirmation that this will be the full price for the full contract term (+ usual VM increases), and have said if it is then am happy to switch - though I am confused on the price - it's cheaper than what I pay now on non-symmetric, and if I go to it as new customer 1Gb symmetric is £52/month - hopefully it's just because I complained and they haven't made a mistake on the offering.
 
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