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Interesting, I might reopen my complaint if that’s what you’ve had back!
 
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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:



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.
That's utterly (expletive deleted) ridiculous that they're advertising 30 day symmetrical addons, but requiring you to take out a new 18 month contract.

That said, if it's cheaper than you're currently paying, and you're not planning on switching to an alt net soon, then enjoy the upgrade!
 
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:



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.
£48 currently got 1000/1000 with being on o2, if its a new contact, you should get new customers prices,

who did you complain too? i need to do the same haha.
 
I raised a complaint as my final attempt and got a phone call yeterday. I’m fairly sure the person on the phone didn’t understand what the issue was due the questions they were asking but did say they would pass the complaint to their manager to add “it” (should be the upload add-on) to my account. Will wait and see how this goes.
 
I'd give it another go today:


Thanks, Mark. I'll give it another try later today and update the thread accordingly.

EDIT - Thinking again I'm going to wait another couple of weeks and see if the process improves before I try again.
 
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I've just had another call from the Executive Team. I've been told that at the moment, it categorically isn't possible to add the upload speed add-on to my package in my area YET.

It is however available for new customers in my area, the chap I was speaking with states that it is something to do with there being different systems between new customer sign-ups/orders and existing customers.

As a compromise, the bloke I spoke to was happy to establish a weekly "check in" where I can drop him an email directly to see if it can be added, he'll check and if the system lets him add it he will.

Not the result I was expecting, but at least there's some middle ground now!!
 
I've just had another call from the Executive Team. I've been told that at the moment, it categorically isn't possible to add the upload speed add-on to my package in my area YET.

It is however available for new customers in my area, the chap I was speaking with states that it is something to do with there being different systems between new customer sign-ups/orders and existing customers.

As a compromise, the bloke I spoke to was happy to establish a weekly "check in" where I can drop him an email directly to see if it can be added, he'll check and if the system lets him add it he will.

Not the result I was expecting, but at least there's some middle ground now!!
Maybe that's why the one handling my complaint insisted on a new 18 month contract instead of just adding to my current contract as an add-on? I don't object to a 18 month contract at the moment since I still have 18 months on my current contract, but I'd be pissed if I had less time and had to sign up for a new one.
 
I've just had another call from the Executive Team. I've been told that at the moment, it categorically isn't possible to add the upload speed add-on to my package in my area YET.

It is however available for new customers in my area, the chap I was speaking with states that it is something to do with there being different systems between new customer sign-ups/orders and existing customers.

As a compromise, the bloke I spoke to was happy to establish a weekly "check in" where I can drop him an email directly to see if it can be added, he'll check and if the system lets him add it he will.

Not the result I was expecting, but at least there's some middle ground now!!
don't seem to be getting a reply from them, you email the ceo or another email address?
 
By the way, that article I wrote above may not be the last update on this. I am still trying to clarify something about how the charges are applied for existing customers. Since from what I've been told by sources, VMO2 can't simply add the feature without rebuilding the package, which would effectively raise the tariff. So Virgin may only be giving me partial information.
 
By the way, that article I wrote above may not be the last update on this. I am still trying to clarify something about how the charges are applied for existing customers. Since from what I've been told by sources, VMO2 can't simply add the feature without rebuilding the package, which would effectively raise the tariff. So Virgin may only be giving me partial information.
@Mark.J That aligns with my experience earlier in the week.

The agent (on this occasion) knew exactly what I was referring to and was more than happy to add it to my account but quoted me a massively inflated cost (presumably as they had to rebuild the package).

I'm going to hold fire and try again in a few weeks.


Preethi
|
11:54 AM
Hi James, Good Morning Its great to know you are interested in upgrading to 1 GIG upload and download speed that's a brilliant choice and I will be happy to help you with the upgrade and thanks for completing the authentication. I see that you are currently on XGS PON 1 GIG speed and in a contract ending on 16/08/2025. Currently you are on Non symmetric 1 GIG and moving to 1 GIG download and upload will be a total change to symmetric 1 GIG which gives you 1GIG upload and download speed, and the monthly price will be 84 a month for this upgrade would you like to proceed?

You
|
11:56 AM
That appears to be the price for the Gig2 package.

You
|
11:56 AM
Adding the "upload speed add-on" is £6 extra per month accoriding to the VM website

You
|
11:56 AM
– You have shared a file – (I sent them a screenshot of their own website)

Preethi
|
11:59 AM
Yes, James. GIG 2 will also cost you 84 a month to make this clear you are on a discounted package with non symmetric 1 GIG speed so to get the 1 GIG upload and download speed you must be on symmetric 1 GIG. While we change you from non symmetric to symmetric 1 GIG the existing discounts are removed and the monthly price will be 84. Understanding your concern I can try and reduce the price to 80 a month is that okay?

You
|
12:00 PM
I see. In that case can you leave my package as it is please? I.E Please do not make any changes.
 
Same here, I was offered a new package for £11 more than my current one with claims that £5 was to cover the inflationary increase due in April.
 
By the way, that article I wrote above may not be the last update on this. I am still trying to clarify something about how the charges are applied for existing customers. Since from what I've been told by sources, VMO2 can't simply add the feature without rebuilding the package, which would effectively raise the tariff. So Virgin may only be giving me partial information.
It is advertised as a 30 day rolling contract so should not be part of the package though. Would be interesting to see if a new customer can actually remove it without having to cancel the whole contract
 
It is advertised as a 30 day rolling contract so should not be part of the package though. Would be interesting to see if a new customer can actually remove it without having to cancel the whole contract
Oh, I completely agree, but that doesn't seem to be how VM are treating it.
 
VMO2 are currently still insisting that the cost of the upgrade should only be +£6 extra and are suggesting that what their support agents are saying remains incorrect. Definitely a good idea to hold off on the upgrade for a few weeks, until their ducks are all singing from the same sheet.
 
VMO2 are currently still insisting that the cost of the upgrade should only be +£6 extra and are suggesting that what their support agents are saying remains incorrect. Definitely a good idea to hold off on the upgrade for a few weeks, until their ducks are all singing from the same sheet.
I'll try again in and few weeks and report back.

Ofcourse all of this could be avoided if we could simply upgrade our package via their website.
 
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