Can somebody please answer this, I waited the "week" for the initial response, I don't want to wait a week for every response, I'm getting properly ticked off now.
Just phoned customer "services" again and got the same response, can't do the free upgrade as it's not available but I should check to the upgrade site to see when it's available, which I've already pointed out tells me it's already available:
As you can see from a message above when I log into my virgin media it also tells me that my speed upgrade will be ready last month!
It's really infuriating when you're told "to keep checking the upgrade site" to find out when it's available when it is already telling you that it's available but if I want to pay more and enter myself into a new contract then they can add it straight away then and there.
Just as a follow up incase anybody else has this problem.....
You can see from above, that when I use the speed upgrade website that it shows that it's available for me and that I should log into my virginmedia account to activate the boost.
But, when I logged in all I saw was the purple picture saying "Hold on, you speed boost....." message which was telling me that I could have it last month!
As per the staff response, I tried ringing the customer support but they were adamant that I could not have the upgrade as it was not showing as available and kept saying I should look at the speed upgrade site....which I kept telling them was saying that it was available and that all I needed to do was to login to apply it.
The first guy I spoke to kept telling me that however I upgraded, I would go onto a new contract and in the end saying "if I increase your payment by £1 you can have the upgrade now", I said "that would put me on a new contract" and we went around in circles.
I tried again this morning, but again, no resolution.
If anybody else has this problem, you need start a new post (and explain that you are told that you can get the upgrade but the option is missing when you log in) and wait for the online support to respond (yes, it takes a week, but it would appear this is the only way of getting it solved). Once they've responded, they should be able to sort it for you one way or another.
Be very careful about accepting any "upgrade" from the telephone customer support because you may unwittingly end up on a new contract.
Most important of all, don't bump your post if you haven't heard back after a couple of days, it takes a approx a week for the support team here to get through the posts and each time you bump it you will go to the bottom of the queue.