Forum Discussion

Roberto88's avatar
Roberto88
Tuning in
11 months ago

More Symmetric Speed add-on woes

Adding symmetric upload to my Gig1 package would be very handy for me so despite the difficulties previously posted about here I though I'd give it a try. (I am on XGS-PON with Hub 5x). As you have probably already guessed I have got precisely nowhere!

The most common response on the chat has been it will cost £18 extra rather than £6 because standard price for gig1 is allegedly £78, with an additional £6 for symmetric speed, but apparently I have a "special" £12 discount which brings it down to £72. My contract doesn't specify any special discount, just a flat cost.

I was also told told there was a "problem" with my account which was causing the cost to be £7 extra, so £13 in total.

I was finally told the only was I could add symmetric speed was to go in person to a Virgin store and get it done there (really useful).

So all in all pretty much par for the course. At least I didn't get Gig2 added or end up disconnected so should probably count myself lucky!

If any of the forum team can clarify the situation it would be much appreciated.

 

  • Hi Roberto88

    Thank you for your post!

    We're sorry to hear you had a hard time trying to boost your upload speeds with your package.

    We're afraid that we cannot assist or advise upon XGS-PON accounts from here. You'll need to chat with the dedicated ring-fenced team over the phone for more assistance. You'll be automatically put through to them when you call us on 0345 454 1111.

    I'm sorry that we couldn't be of more help from here.

  • Hi Beth

    Thanks for responding. I did call the above number and eventually was transferred to a lady who did her nest to help (although it seemed clear she wasn't well briefed on the symmetrical speed add on either). However we did get there in the end. Hopefully the changes to my up speed will go through successfully but I'll just have to wait and see!

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team

      Thank you for letting us know Roberto88 and we are so sorry again to hear that this took some time to resolve but I am glad an agent has since been able to help. 

      Please do update us as you can.

  • I may have spoken too soon @ Ashleigh_C 😐

    I had an email with a summary of the changes:

    Nothing appears to have changed other than the price which has gone up. I'm not really keen on voluntarily paying more for exactly the same package.

    Unless my upload speed does in fact increase to 1gig (and I'm not hopeful) I think my only option will be to open a complaint and get things put back how they were.

    All very frustrating.

    • FlockWallpaper's avatar
      FlockWallpaper
      Up to speed

      So was the ‘dedicated’, ‘ring-fenced’, specialist team, anything but?

       There really isn’t a special team for the XGS-PON customers is there?

      I would not hold your hopes up too much for any sort of complaint to go anywhere, it may increase your blood pressure but other than that..... 

    • Steven_L's avatar
      Steven_L
      Forum Team

      Thanks for coming back to us Roberto88, the changes seem to have been implemented, has there been any difference in your upload speed since you last posted?

      Kind Regards,

      Steven_L

      • Roberto88's avatar
        Roberto88
        Tuning in

        Not so far Steven_L (I have rebooted the router):

        I'll try again later and see if upload has changed..

  • A final update on this saga - I now have symmetric upload speed on my Gig1 package, but at a cost. Some things I have learned whilst trying to get this sorted out:

    1. I don't think there is a "ring fenced team" as mentioned by Forum Team members above. I never seemed to get through to them at any rate! The general level of knowledge about Virgin Media products within support team (both chat and phone) is variable. This isn't their fault as I expect they aren't trained / updated regularly.

    2. The symmetric speed add on isn't really £6/month, well not for existing customers anyway. It seems that taking this add on is a contract variation which makes your existing contract (and any favourable pricing) null and void meaning you revert to "standard" pricing for your package "with a special discount". Therefore symmetric speed actually cost me £18/month.

    3. Be wary - if an agent doesn't seem to know what you're asking for the probably don't. The agent who originally handled my upgrade didn't correctly action it so I was charged for something I would never receive. I'll give her the benefit of the doubt that this was through lack of knowledge rather than misselling.

    4. The actual upgrade was done whilst I was on chat to technical support. The chat lasted getting on for three hours of being forwarded to new agents, and then the agent who seemed to know what he was doing finished his shift before it was sorted. Luckily the next guy also seemed clued up. Once he had explained the contract stuff and I'd agreed to the cost he provisioned the upgrade and it took about three minutes to kick in (including a quick service outage) so in truth pretty straight forward.

    The actual broadband service on full fibre XGS-PON is really good (since a few teething troubles were sorted out as we were a new rollout area) and has been solid for the last 6 months. Dealing with Virgin Media on the other hand is very frustrating and time consuming. Hopefully I won't have to do that again any time soon. With luck some other FTTP suppliers will be available in my area by the time my contract is up and there will be some choice. That's not to say I'd would sign on with Virgin again as the product itself works well, but dealing with customer service is challenging and other suppliers might do this better.

    So in summary, I have symmetric speed, but I do feel like I've been mugged