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Interesting developments!!

Funnily enough, I finally got a reply to my weekly "check-in" emails yesterday morning - it simply said "hoping to have an update next week", but it was a reply nonetheless.

Will see what happens.
 
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.
this is not correct way to do it, I had the same issue, lucky for me I know a installer so he was able to put it on the workplace, which someone known as a "Knowledge Specialist" picked it up and fixed it, and it is possible.
They removed my addon when applying volt, everyone I've contacted couldn't do it and told me it was impossible, even complained about it, and they seem to have no clue about the upload addon as they just mentioned about checking the network and found no issues?... sometimes its a right struggle.
 
I had issues getting an 'upgrade' they offered me, regular speed boost was £10 and they offered it for £4, but it failed to apply... Had to complain to get it at the £4 advertised, since it was a 'personalised upgrade'

My question is, other than greed, why are they charging an extra £6 for this?
 
I had issues getting an 'upgrade' they offered me, regular speed boost was £10 and they offered it for £4, but it failed to apply... Had to complain to get it at the £4 advertised, since it was a 'personalised upgrade'

My question is, other than greed, why are they charging an extra £6 for this?
Likely if they sell it at the same price as coax but symmetrical even more people will complain.

Other than that because they can.
 
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.
How did you get on @pdjkeelan ?
 
Decided to give it another go and looks like I've managed to get the upload add-on. The person on the online chat said it was going to be 2gig for £6 more, which I didn't believe, but the upload is there now. Looking at the transcript my bill should be going up £5 a month so will see what paperwork actually gets sent
 

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Decided to give it another go and looks like I've managed to get the upload add-on. The person on the online chat said it was going to be 2gig for £6 more, which I didn't believe, but the upload is there now. Looking at the transcript my bill should be going up £5 a month so will see what paperwork actually gets sent
ooo progress!
 
Decided to give it another go and looks like I've managed to get the upload add-on. The person on the online chat said it was going to be 2gig for £6 more, which I didn't believe, but the upload is there now. Looking at the transcript my bill should be going up £5 a month so will see what paperwork actually gets sent
£5 + VAT = £6
 
Decided to give it another go and looks like I've managed to get the upload add-on. The person on the online chat said it was going to be 2gig for £6 more, which I didn't believe, but the upload is there now. Looking at the transcript my bill should be going up £5 a month so will see what paperwork actually gets sent
I’m glad somebody else has managed to add it on! I was quoted “2 gig” when I added it on, but I guess it just falls under that terminology for them. I’ve had it for weeks now, so I still find it utterly bizzare people are having issues still.
 
I've tried again a further two times yesterday!

First attempt was via online chat, got absolutely nowhere. So second attempt was via phone. Got transferred through to a chap in the UK and was on the phone a fair while with him trying various things to get the add-on added, without success unfortunately. He could see the add-ons, but when applying them against my account he'd get an error.
 
I've tried again a further two times yesterday!

First attempt was via online chat, got absolutely nowhere. So second attempt was via phone. Got transferred through to a chap in the UK and was on the phone a fair while with him trying various things to get the add-on added, without success unfortunately. He could see the add-ons, but when applying them against my account he'd get an error.
What an absolute mess. These days, I find it really hard to understand (especially from a large corportation) why everything isn't just selectable and upgradable from your online account. It literally should just be a matter of log in, click upgrades, and select anything that's available.
 
I've tried again a further two times yesterday!

First attempt was via online chat, got absolutely nowhere. So second attempt was via phone. Got transferred through to a chap in the UK and was on the phone a fair while with him trying various things to get the add-on added, without success unfortunately. He could see the add-ons, but when applying them against my account he'd get an error.
Not sure why I was successful. The person said they couldn't do it and if I can see it online can't I just do it myself. I explained that it told me to contact somebody in online chat at which point they disappeared for some time and then could do it. It changed to 1GB/1GB but I've not seen any change on my account yet or paperwork sent through

Krithika at 11:18, Mar 27:
Kevin, I'm so sorry we do not have that deal on the account and as it's advertised online can you make changes online please?

Account Holder at 11:18, Mar 27:
I can't make any changes on my account, it tells me to contact you

Krithika at 11:23, Mar 27:
Kevin, I'm really sorry about that and give me sometime I will check your account and see if I can upgarde the speed for 6 pounds extra..

Krithika at 11:33, Mar 27:
Kevin, Thank you so much for your patience and I can increase the speed from 1gig speed to 2gig speed with upload speed
 
After almost 2 weeks of no contact from the VM guy who said he'd handle my complaint and I've tried multiple times to get in touch I reopened the complaint and went on chat. Yet again - he said he couldn't help - sent me through to retentions and they suggested I go to a Virgin Media store to get it resolved... even after I made it clear all I want is for them to add the upload add-on to my account. @Mark.J may be worth updating your article where you suggested waiting a few weeks before purchasing from VM, it's now been months and they still can't add the add-on properly.
 
100% If i didnt know an engineer, I wouldn't have got it either.
 
This nightmare with provisioning and billing even in areas that are Nexfibre only goes some way towards explaining the why nowhere has seen XGSPON launched on the upgraded cable network. If they're struggling this much in areas with no cable products can you imagine how painful it'll be with the systems as they are now with both XGSPON and HFC present?
 
@Mark.J may be worth updating your article where you suggested waiting a few weeks before purchasing from VM, it's now been months and they still can't add the add-on properly.

Mark did post in here a few weeks ago basically saying VM were aware there were still issues upgrading but that they seemingly weren't particularly bothered about fixing said issues either.
 
Mark did post in here a few weeks ago basically saying VM were aware there were still issues upgrading but that they seemingly weren't particularly bothered about fixing said issues either.
I strongly believe their CRM isn't up to task of managing two different networks like this
 
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