Upgrading from 60 to 100mb broadband

[Stuchel]

Sorry if this is a stupid question, new to virgin media. If I want to upgrade my 60meg to 100meg broadband do I require an engineer visit or not? I have looked it up online but when I try to do it there is a £50 engineer charge and says I require a home visit which will be in 2 weeks... Can someone shed some light on this for me please.. Thanks Stuart

[swt4ajp · Accepted solution]

hi

if you have no faults what soever for thr 60mb then you shouldnt need to have an engineer.

but most of the time it gets flagged from the servers that an engineer is needed even though it isnt really needed.

the best advise i could give is to call 150 (Free from a vm landline or virgin mobile) option 5,2 or 08454541111 (from any other phone) and choose the option for thinking of leaving us

and they can usually work wonders (throw a few jokes crack a smile and it goes along way)

hope this answers your questions

[Stuchel]

Thanks for the reply, there is quite a long story behind this, I'll make it as short as I can..... I called virgin 2 weeks ago to book an installation, I told them there is no cable running from my house to the street, they say this isn't an issue, they will extend the cable... After being given the date of July 25th I decided to call them back and tell them again about the lack of cable from the street to my home, just to make sure the installation would go ahead, the lady on the phone said she would make notes on the account to ensure the engineer knew about it... Come July 25th, the engineer arrives, is shocked to see there is no cable from the street to my house and explains he can do a temporary fix by extending the cable for my TiVo and broadband services, but unfortunately will not be able to put the extra HD box in my bedroom or my telephone line until a RePull is done. After explaining the procedure to me (he would contact his superior, get the repull booked straight away) and I would have to wait no longer than a week to 10 days, this was fine... That night I called virgin just to make sure the repull had been booked in.... I was told that they would contact the engineer who visited me and get him to book it in for me, strange but ok fair enough... And to expect a call within 48 hours to arrange a good time to complete the repull and installation.. 48 hours later I email customer services and explain the situation as I have no phone line any longer (talktalk services terminated) no reply yet. So tonight, 72 hours later I call virgin from my neighbours house, I was on the phone to them for an hour, being passed from different departments, nobody would do anything for me until Monday as all departments I need we're now closed... To make a long story short I asked to be put through to complaints, I spoke to a lady there who told me she would try to help me, I wished her luck lol. I was given a repull date of 21st august which I wasn't happy with one bit, apparently this is the first appt available, we came to an agreement on a good will gesture. I also asked her how much more it would cost to upgrade from 60 to 100meg, she told me an extra £33 a month, I laughed at this as it said on my iPad in front of me I could upgrade for £7.50, she would not back down and insisted that because I was on the premier collection and subject to many discounts, the half price for 6 months would be cancelled and I would have to pay full price. This annoyed me as I knew it wasn't true so I ended the conversation and went back to the website which is where I was told about an engineer visit... So currently I have no home phone but would be interested in upgrading for £7.50 extra a month. Any advice on this greatly appreciated

[swt4ajp]

hi

if your on the premier collection then,

the collection 60mb without the promo 6 months is

£13.90 + £45 = £58.90

the collection 100mb without the promo 6 months is

£13.90 + £52.25 = £66.15

the total difference is £7.25

including the promo 6 months difference is £3.63

you should be able to upgrade to the 100mb premier without penality since you have had issues from the start.

[Stuchel]

This is what i was trying to get through to the lady on the phone... Thanks for clarifying this, I'll try use my neighbours phone again tomorrow to see what's said. If they accept this, how long does it usually take for speed to increase? Is it instant or not? Thanks again.

[swt4ajp]

hi

it should be there and then as they just got to send the new 100mb config file to the superhub

just to make you aware that you will get 100mb download but 5mb upload until virgin media decide to increase the upload speeds

also just perservere with this as most people i have given this sort of advise to have had to call quite a number of times and theyfinally get somewhere though

hope it gets sorted for you

[Stuchel]

I will be persistent and come back to let you know, 5meg upload is a major increase on 1/2 meg with talktalk so that's fine! Many thanks again and watch this space!!

[adacom]

if you ring tomorrow [sunday] your only point of contact will be India - you may get some sense there - who knows - i would leave it until monday when the retentions phones will be manned - thats in the UK and they do their best on all fronts

retention - 150 from VM phone or 0845 454 1111 [option 1 or 2] then option 5 option 2 - dont worry about the i want to leave messages - uk call centre open 8 'till 8 Monday to Friday, 9am to 6pm on Saturday and closed sundays

[Stuchel]

Ah ok, I'll take that into consideration, I'm usually quite an impatient guy when it comes to things like technology, and super fast Internet comes under that heading so maybe I'll try or maybe I'll wait, I'll see what the day brings me... Thanks again

[Stuchel]

Well I got in touch with relations BUT they insist their computers will not allow them to upgrade me to 100Meg without losing my current discounts!! How true this is I do not know!! With regards to the repull, the nice chap i spoke to has been in touch with the area manager for Nottingham and I have now been told that the date for a repull can definitely be brought forward! I'm waiting to hear from him personally with a date. Oh and one more thing, the repull I was told was booked in for the 21st August has magically moved to the 22nd August!! Gotta love virgin media!! Watch this space for updates! Cheers