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Typical Virgin Hassle - Upload speed add-on and volt, Just me?

Martyn

ULTIMATE Member
trail ended recently, thought brilliant I'll buy M500 and the upload addon from the start so i won't have to worry about issues with getting it added to the account.

I queried when volt would go on as the o2 account said it was already linked, it seemed to have been manually done within half an hour.

I check my speeds.. and they removed my upload addon >.< and its been a nightmare trying to get it back on.

Forum staff saying it isnt possible and they will go check, whatsapp no chance telling me to call, I call and get put through to 3 different people and then a promise of a call back -.- I would hate to work on their system it seems like its a right pain.

Has anyone succesffuly done this or have any similar issues?
from:
16017611934.png

to:
16025945388.png


1710873386151.png


when they added the volt they removed my addon

1710873348824.png


Am i just being dumb and missing something? is it really not an otpion or what I see is correct? you can volt and upload speed addon?....
 
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I check my speeds.. and they removed my upload addon >.< and its been a nightmare trying to get it back on.

Forum staff saying it isnt possible and they will go check, whatsapp no chance telling me to call, I call and get put through to 3 different people and then a promise of a call back -.- I would hate to work on their system it seems like its a right pain.

Has anyone succesffuly done this or have any similar issues?

Just a few of us - https://www.ispreview.co.uk/talk/threads/2-gbps-options-now-available.41211/

(Particularly the last few pages of that thread)

EDIT - I see you've already posted in there so feel free to ignore the above.
 
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how did they manage to add it back on?
was someone known as a "knowledge specialist" unsure how you get in contact with one o.0
 
Probably not given the issues
Yeah, same. Not that I can order VM (still) but Openreach contractors have been deploying stuff into my street. I'm just going to go back to AAISP I think, and make Starlink a backup solution. I know where I am with those guys. Expensive, yes, best quality network, also yes. So what if it's not symmetric, I don't really need that :)
 
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Tried again today to add the upload addon for £6 , still tried to up my bill by £11. Bit daft that

Better than the £57 they tried to charge me. Been trying for 6+ weeks. Still no success. Think I’ll just have to stick with my 1000/100 package.
 
Better than the £57 they tried to charge me. Been trying for 6+ weeks. Still no success. Think I’ll just have to stick with my 1000/100 package.
its clearly possible, as I've had it done, its just getting to someone who can actually apply it.
 
its clearly possible, as I've had it done, its just getting to someone who can actually apply it.
Yeah I know, but after 8 attempts including a formal complaint via the VM website and a staff member on the official VM community board, I’ve given up for now.
 
Yeah I know, but after 8 attempts including a formal complaint via the VM website and a staff member on the official VM community board, I’ve given up for now.
what did your complaint say? I made a complaint and its like they didnt even read what I said.. o.0 can you push the complaint further? they are trying to over charge you for a addon that should be £6
 
The response to my compliant said that they’d tried again to put the addon onto my account and they couldn’t do it as it didn’t exist.
Clearly major issues with their IT systems.
 
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The response to my compliant said that they’d tried again to put the addon onto my account and they couldn’t do it as it didn’t exist.
Clearly major issues with their IT systems.
Sounds about right for Virgin Media
 
Tried again to add the upload speed add-on to my account.

Agent on web chat knew exactly what it was (good start) but after looking at the system said I would need to move to 2Gig to get this, jumping from £27 to £72.

When I said I wanted to stay on 1Gig he had another look. He came back saying it was possible put price would be £44 (£17 extra). When I queried why it wasn't £6 extra he said that he had to convert my line to 'symmetrical' first then put the add-on on top (??). I told him symmetrical and upload add-on would do the same thing so didn't need both..... He passed me to another department to have a look....

New agent - forced me to go through an automatic process of questions asking what my connection was used for etc etc. General time wasting. I quoted again that I wanted the add-on for £6 and he came back with this:

"Thanks for waiting. You've mentioned you're looking to change/cancel. My recommendation would be Gig2 Fibre Broadband Solus. This Includes > Boss-level broadband > Average broadband speed of 2,000Mbps > Average upload speed of 100Mbps > Absolutely no caps or traffic management > Includes Hub 5. This would be £75.00 per month on a new 18-month contract, what do you think?"

When I repeated that I wanted the add-on he replied:
"Thank you for asking this question. Upon carefully checking your account here on my end the only way to increase your Upload Speed is to upgrade your Gig1 fibre broadband to Gig2 fibre broadband. Our system didn't allow to add- Ons your Upload Speed. Does that answer your question"

I replied with "Not really as I know this isn't true. I know someone that has the upload speed add-on on their account on a 1Gig service. Also, if you look at the full conversation above you'll see the previous agent offered me the add-on but it was at the wrong price. So, the add-on is available. It's also advertised on the Virgin Media website for people on the XGS-PON service which I have."

He then told me to phone technical support if I was having problems with my DOWNLOAD speed....

Another hour wasted.... they really have no clue do they!
 
Tried again to add the upload speed add-on to my account.

Agent on web chat knew exactly what it was (good start) but after looking at the system said I would need to move to 2Gig to get this, jumping from £27 to £72.

When I said I wanted to stay on 1Gig he had another look. He came back saying it was possible put price would be £44 (£17 extra). When I queried why it wasn't £6 extra he said that he had to convert my line to 'symmetrical' first then put the add-on on top (??). I told him symmetrical and upload add-on would do the same thing so didn't need both..... He passed me to another department to have a look....

New agent - forced me to go through an automatic process of questions asking what my connection was used for etc etc. General time wasting. I quoted again that I wanted the add-on for £6 and he came back with this:

"Thanks for waiting. You've mentioned you're looking to change/cancel. My recommendation would be Gig2 Fibre Broadband Solus. This Includes > Boss-level broadband > Average broadband speed of 2,000Mbps > Average upload speed of 100Mbps > Absolutely no caps or traffic management > Includes Hub 5. This would be £75.00 per month on a new 18-month contract, what do you think?"

When I repeated that I wanted the add-on he replied:
"Thank you for asking this question. Upon carefully checking your account here on my end the only way to increase your Upload Speed is to upgrade your Gig1 fibre broadband to Gig2 fibre broadband. Our system didn't allow to add- Ons your Upload Speed. Does that answer your question"

I replied with "Not really as I know this isn't true. I know someone that has the upload speed add-on on their account on a 1Gig service. Also, if you look at the full conversation above you'll see the previous agent offered me the add-on but it was at the wrong price. So, the add-on is available. It's also advertised on the Virgin Media website for people on the XGS-PON service which I have."

He then told me to phone technical support if I was having problems with my DOWNLOAD speed....

Another hour wasted.... they really have no clue do they!
such a hassle isnt it, I was almost tempted to cancel and sign up as a new user. Would have been eaiser lol.
 
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