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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.
So @Mark.J it isn't getting any easier -

EDIT - I removed the first transcript as it was something of a mess. Essentially the agent validated me and once he/she appreciated what I was asking they vanished and after 15 minutes of no response the chat ended.

I'm trying again and will update accordingly.

Edit 2 - So they're now saying there is a "dedicated team" to deal with symmetrical speed requests. I'm being transferred... BRB

This is laughable now. They couldn't run a bath if you provided instructions! After 45 minutes in the chat, I got transferred twice before the last agent seemingly gave up and I was presented with an option to report my "TV fault". I gave up at that stage.

Note the timestamps -
Info: Hey, I'm Terri the digital assistant. Let's get you to a live agent as fast as we can. What can I help with? Try and keep the question as simple as possible.

12:36, Mar 13
James : I want to add symmetrical speeds to my connection

12:36, Mar 13
Terri Triage BOT: Just so I'm sure, which of the below would you like to talk about first:

12:36, Mar 13
Terri Triage BOT: << Sent Rich Content >>

12:36, Mar 13
James : Other query

12:36, Mar 13
Terri Triage BOT: Alright 👍 I'll need some info to make sure you get to the right team first...

12:36, Mar 13
Terri Triage BOT: << Sent Rich Content >>

12:36, Mar 13
Terri Triage BOT: Here are some top customer queries, Please click 👇 an option

12:36, Mar 13
James : Upgrade / add to package

12:36, Mar 13
Terri Triage BOT: Can you let me know what you are looking to add today?

12:36, Mar 13
James : I want to add symmetrical speeds to my connection

12:37, Mar 13
Terri Triage BOT: Just to confirm, what best describes your query?

12:37, Mar 13
James : Upgrade my package

12:37, Mar 13
Terri Triage BOT: Great 😄 Let's get you through to the team! To speed up the process, we're going to take some of your account details before you speak to an agent…

12:37, Mar 13
Terri Triage BOT: First, I'll need your full name (as it appears on the account):

12:37, Mar 13
James : James XXXXXXX

12:37, Mar 13
Terri Triage BOT: Alright, James XXXXXXX got it! Can I take the account number please? If you're not sure just type "UNSURE" or enter your landline number.

12:37, Mar 13
James : XXXXXXXXX

12:37, Mar 13
Terri Triage BOT: And can I just check, are you the account holder?

12:37, Mar 13
James : Yes

12:37, Mar 13
Terri Triage BOT: Great, thanks James XXXXXXXX! For security purposes 🔐 I'll now ask 3 verification questions. This means when you are through to an agent, we can continue with your account securely:

12:37, Mar 13
Terri Triage BOT: First, can you confirm the email address 📧 registered on your account?

12:37, Mar 13
James : XXXXXXXXXX.com

12:37, Mar 13
Terri Triage BOT: Got it! And which date does your Direct Debit usually come out of your account?

12:37, Mar 13
James : 18th March is my first direct debit date

12:37, Mar 13
Terri Triage BOT: Lastly before we get you through, What was your last bill value?

12:38, Mar 13
James : £84

12:38, Mar 13
Terri Triage BOT: Let's see if I can connect you to the team now 🧐
Info: You're now connected to SAIRA. Thank you so much for explaining your query! Now that I have those details, I can start to progress and get the help you need today. If you can allow me approximately 5 – 8 minutes in order to clear the security checks and gather more details from your account to link back to your query, that will allow me to come back to you with the next steps to get the right resolution. I will be right back.

12:42, Mar 13
SAIRA: Hi James. Glad to see that you are looking to add symmetrical speeds to your connection. I'll be more then happy to help you with your query to get the best deal for you. Before that we will quickly clear the security as one of the answers you have provided did not match with our records, so I will need to ask you for your banking sort code or the 2nd, 3rd and 5th characters of the secure password please? The password I require is the one you quote whenever you call to speak to our team and not the password you use to access and view your bills or online account. I will send you a secure form to enter these details.

12:42, Mar 13
SAIRA: SAIRA has sent you a Secure Form: [Cable] Security answer request

12:42, Mar 13
SAIRA: SAIRA has sent you a Secure Form: [Cable] Banking sort code

12:43, Mar 13
SAIRA: The following Secure Form has been submitted: [Cable] Banking sort code

12:48, Mar 13
SAIRA: Brilliant! Thanks James. That's a perfect match! Please bear with me while I review your bundle to add symmetrical speeds and will be right back. Additioanlly may I know, if you or anyone in your household work from home or require F-secure or priority on engineer visit in further if there is any requirement so that we can check deals to add HomeWorks benefit?

12:49, Mar 13
James : We both work from home but I do not require any additional benefits. Thank you.

12:54, Mar 13
SAIRA: Alright James, just to let you know I am still here, looking into your request and will be back with you soon.

12:54, Mar 13
James : Thank you

13:01, Mar 13
SAIRA: Thank you for staying connected James, much appreciated. So we have dedicated team to help you further with your query. I'll now transfer you over to our account specialists to support you further. The opening hours are: Monday to Friday 8am - 9pm and Saturday to Sunday 8am - 5pm And not to worry, I have documented all your query and our conversation on your account so that you don't have to repeat yourself. Just to let you know there might be a wait time to be connected to our dedicated team but you can keep this chat open as they will be connected with you shortly.

13:01, Mar 13
James : Ok thank you.

Info: I wanted to let you know we're busier than expected today so there’s a bit of a wait. You'll need to speak with a member of the team to complete your request. We'll be as quick as possible but please keep an eye on our messages/updates so we know you're still connected. Please bear with us.

Info: Okay, just to let you know you're still in the queue. We're sorry you're still waiting to speak to one of the team. We will get you connected to someone as quickly as we can.

Info: Thank you so much for your patience. You're now connected with Anna Marie.

13:09, Mar 13
Anna Marie: Hi James, thanks so much for waiting, I'm just taking a look at your account, I'll be back with you ASAP.😊

13:09, Mar 13
James : Thank you

13:16, Mar 13
Anna Marie: Let me transfer you over to the team who can assist you further. Please bear with us if it takes us a little longer than usual to answer. Just to let you know that our conversation will be recorded, archived, and monitored for quality assurance and training purposes. Staying connected to this conversation means you're okay with this. Thanks for bearing with us.

13:16, Mar 13
Virtual Assistant: << Sent Rich Content >>
 
Last edited:
I give up, just had a phonecall from their complaints department, after offering me via e-mail for £45 now the guy has said it's not available in my area and is only on a trial with 2000 customers. I said i can go onto the site and it offers it me and I'm in XGS-PON area and if I was a new customer i could order it and he couldn't explain just kept saying it's not available for me.

I've never found it so difficult to give a company more money. I told him I'm not happy with the answer but it just sounds like he's closing the complaint. So from a offer of £45 to yet again being told no.

@Mark.J anyway to let VM know that getting symmetric is still not working and even complaints staff are now saying it's not available even after offering it to me?
 
I think the reality is that VM are aware, but I get the feeling they're just not able or interested in doing anything about it. The story I did the other day about the troubles they're having getting Project Mustang off the ground, which touched on billing/ordering problems (i.e. not being able to take orders), may highlight some wider challenges.
 
Ditto with the issues continuing, my email "weekly check-in" that was established has now fallen silent - after a single week!

Last response I had was on 1st March and was along the lines of "I've been chasing the design team, hoping to have an update on Monday".

Prompts for an update since then have gone unanswered. It was all fun while it lasted.

I wonder if there's a clause in the T's and C's for breach of contract on not being able to deliver package upgrades on the service/account?

By the same token, I wonder if there's recourse to escalate complaints about this to the ombudsman after 8 weeks (obviously if it's not sorted by then)?
 
By the same token, I wonder if there's recourse to escalate complaints about this to the ombudsman after 8 weeks (obviously if it's not sorted by then)?
On a similar theme I wonder if the ASA would be an appropriate course of action. After all if VM are advertising a service/add-on that they can't or won't provide that should have some repurcussion.
 
There isn't something in the T&Cs stating that they must sell you something, no. The advertising is no doubt going to be subject to availability so the ASA angle unlikely.

Ombudsman no idea. They seem to do as they please.
 
By the same token, I wonder if there's recourse to escalate complaints about this to the ombudsman after 8 weeks (obviously if it's not sorted by then)?
I reopened my complaint after they closed it as I'd told them I wasn't happy with the non-answer received - particularly after they'd originally offered it for £45 then rescinded it 2 days later, With it reopened I'll have the option of the ombudsman in a few weeks - also sent the complaint to the original emails that worked last time when we were battling to get our installs.
 
I am grateful that there now appears to be a lot of Openreach activity in my street. VM can keep their 2Gbps symmetric. Mainly because they appear to be totally unable to sell it to anyone...
 
I do wonder when my area will be upgraded. The area was only built out a few years back, and according to the Nexfibre area the build out is planned for 2024.
I wonder if they're operating on real time, Openreach time, or heaven forbid, Elon time!
 
I do wonder when my area will be upgraded. The area was only built out a few years back, and according to the Nexfibre area the build out is planned for 2024.
I wonder if they're operating on real time, Openreach time, or heaven forbid, Elon time!
I'm on Elon time and in the absence of any full fibre, I can confirm Starlink is more than viable for 99% of use cases.
 
......according to the Nexfibre area the build out is planned for 2024.
I wonder if they're operating on real time, Openreach time, or heaven forbid, Elon time!
Our Nexfibre rollout aligned with their timelines. It was completed at the end of January which alligned with their December 2023 update stating "Next 3 months".
 
I wonder if there's a clause in the T's and C's for breach of contract on not being able to deliver package upgrades on the service/account?
The opposite. They are not obliged to sell you any sort of upgrade, and the T&Cs even allow them to terminate any existing service they provide to you.

Here you go: https://store.virginmedia.com/exist...-and-conditions-for-fibre-optic-services.html

"either you or we may end this agreement at any time (including during or at the end of any minimum period) by giving the other 30 days' notice"

Section K does allow for you to contact customer services to request an upgrade, but doesn't oblige them to make any particular upgrade available to you.

There are also general get-outs "for security, technical or operational reasons"
 
I think the reality is that VM are aware, but I get the feeling they're just not able or interested in doing anything about it. The story I did the other day about the troubles they're having getting Project Mustang off the ground, which touched on billing/ordering problems (i.e. not being able to take orders), may highlight some wider challenges.
ordered 500/500 was setup fine, i did the volt upgrade, and it went to 1000/100 they removed my addon -.- seems impossible to get it back lol its such a strange way to do business.
 
Had one of the door to door salesman knocking last night as their system didn't say I had a package with them and the external box is behind a gate so he couldn't see it. I explained to him about the issues of getting the upload add-on for existing customers and he said he would feed it back to his manager. I would guess just another avenue that won't get followed up on though
 
If you are having major major issues - Try emailing the CEO?


I wonder if Exec Customer Relations would be more competent in resolving this.
 
If you are having major major issues - Try emailing the CEO?


I wonder if Exec Customer Relations would be more competent in resolving this.
This is the avenue I've already gone down - and is how I managed to get this weekly check-in email organised with the Executive Team.

I say weekly, I've only ever had one response (which funnily enough was the week after having the agreement for these emails), and I've sent a further two "check ins" (a week apart of course) and have been met with silence.
 
Unfortunately not, i emailed them last week - not had a response :(
Used to be the best way to get a resoltuion, maybe they have stopped it now.
 
Some progress.
Yesterday evening I received a phonecall from my complaint with a nice CS agent where the customer service agent was also irritated at the inability of their systems to allow them to apply the upload speed add-on at the correct price, so we went in a bit of a loop of him trying to add it, he sent the case through to a manager as he said I can have it - it's just finding who can add it for the correct price.

This morning I've had a call from the CS agent the original CS agent sent my complaint through to, and he's tried to add it but it keeps saying £16, so he's sent it through to a department who is currently manually adding it to everyones account who has requested it. Apparently they're applying the £16 and applying a £10 credit per month to make it £6 - seems a backwards way to do it rather than fix the system so it's £6 as default - but seems it's their interim solution. He's nudged my case forward with that team and asked them to move it to the top of the queue since I have a open complaint. So 🤞 I will have it by Monday.
 
Some progress.
Yesterday evening I received a phonecall from my complaint with a nice CS agent where the customer service agent was also irritated at the inability of their systems to allow them to apply the upload speed add-on at the correct price, so we went in a bit of a loop of him trying to add it, he sent the case through to a manager as he said I can have it - it's just finding who can add it for the correct price.

This morning I've had a call from the CS agent the original CS agent sent my complaint through to, and he's tried to add it but it keeps saying £16, so he's sent it through to a department who is currently manually adding it to everyones account who has requested it. Apparently they're applying the £16 and applying a £10 credit per month to make it £6 - seems a backwards way to do it rather than fix the system so it's £6 as default - but seems it's their interim solution. He's nudged my case forward with that team and asked them to move it to the top of the queue since I have a open complaint. So 🤞 I will have it by Monday.
While possibly a step forward that just seems to be a massive bodge from VM. I would have no faith in them applying the credit correctly and/or honouring the credit in 2/3/4 months time and then having to go through this all over again.

At this stage, I've decided just to hold off until such time that it can be added via "My Account" or just not bother altogether and wait for Nexfibre to wholesale the network and move on to another ISP.

All the best for Monday (y)
 
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